Customer Service Development

rick williams

***** **** *** *, *******, FL 334**-***-***-

**** ***************@*******.***

VP / DIRECTOR/ CONSULTANT - OPERATIONS / ORGANIZATIONAL DEVELOPMENT

Learning and Development /Strategic Planning / Restructuring / Process

Improvement / Talent Management / P&L / Call Centers / Curriculum

Development / HR / International /

Academia / Change Management / Cultural Transformation

As a multi-faceted leader with visionary operational and organizational

skills, I introduce positive change, build relationships, boost

profitability and redesign organizations to do more with fewer resources

than others. My turnaround, startup and outstanding record of strategic,

cross-cultural successes are well documented.

Securing global cooperation to grow productivity in any production

environment is my passion. My experience spans Fortune 100 and small firms

in the telecom, security, manufacturing, food and information industries. I

develop systems that increase human productivity, satisfaction and team

capabilities. My strengths include:

. Optimizing key employee behaviors to gain high productivity

. Engaging human capital that boosts company efficiencies

. Gaining change buy-in from large, widely disbursed organizations

. Structuring new business units to be productive from day one

I earned my MBA from the University of Phoenix and my BA is from Cal State

University. I am energetic, proactive and a results-oriented manager that

strives for excellence, cuts costs and boosts individual, team and

organizational performance. Speak Spanish.

PROFESSIONAL ACHIEVEMENTS

ESTABLISHED ADVANCED TRAINING PROGRAM THAT IMPROVED COMPANY PERFORMANCE.

SECURITY NETWORKS STRUGGLED TO GET EMPLOYEES IN PLACE TO MEET GROWTH AND

PRODUCTION NEEDS. DESIGNED, DELIVERED AND MANAGED STRATEGIC ORGANIZATIONAL

DESIGN PROGRAM THAT PLACED ALL EMPLOYEES IN A CULTURE OF SUCCESS. ONE YEAR

INTO A THREE-YEAR PROGRAM THE COMPANY WAS ACQUIRED FOR $500M.

Moved region performance from last to first. Comcast region consistently

ranked last out of 23 regions. Worked with senior regional management and

developed a visionary business plan. Restructured leadership intervention

points, set new coaching tactics and advanced leadership curricula. In one

year, moved region to #1 in the nation.

Increased manufacturing productivity. Firmenich needed to increase

productivity without using additional people. Met with production leaders

and set a strong supervisor leadership program. Different behaviors

improved productivity and in six months, increased production by 12%.

Represented an annual $60M revenue increase. Program became global company

model.

Started new department to support business expansion. Comcast Cable started

new department to provide next generation products to business accounts.

Goal was to make new venture profitable. Set strategic plan, upgraded staff

skills and sales abilities. Second year sales were up 77% over first year,

a $10M annual increase.

CAREER SUMMARY

SECURITY NETWORKS, LLC, A $100M ALARM AND SECURITY COMPANY. SOLD FOR

$500MM.

Director of Workforce Optimization, 2012 to present.

Manage the strategic positioning, change management and bench-strength of

all levels of management. Oversee 10 professionals who deliver company-

wide performance improvement and training programs. Efforts realized a

30% improvement on customer survey scores. Established a corporate

university and designed and delivered a skills based leadership

development program with measurable business results.

Horizons University, a non-profit (start-up) university located in Paris,

France.

Director Academic Affairs, 2012.

Championed initiatory efforts for key academic accreditations for US and

Europe. Designed curricula for the MBA program and all associated

coursework. Carried student load of several courses including Advanced

Organizational Development, Contemporary Leadership, and Strategic

Development.

Comcast, a $60B telecommunications company.

Director, Comcast University, 2007 to 2012.

Created, directed and managed all components to develop and control a top-

flight corporate educational institution. Developed and executed multi-

faceted approaches that resulted in $30MM increased revenue. Led eight

training professionals and set strong employee development programs for

executives, technicians, customer service, sales and administrative

employees. Developed a model succession planning/high potential program

utilized nation-wide.

Rider University, a private university.

Assistant Professor, Rider University 2001 to 2006.

Introduced innovative and impacting teaching strategies to create a

capstone experience for all MBA students. Through my Strategic Planning

and Policy course MBA students were teamed with well-known corporations

and actually performed in a consultative role, examining financials, and

other strategic components of a typical business plan. Projects ranged

from product launches to bankruptcy recovery. Worked closely with "C"

level executives.

Bradco Supply, a $1B building supply company.

Director of Professional Development, 2006 to 2007.

Produced and launched a nation-wide training program for 3,500 employees.

Established infrastructure and curriculum for e-learning and classroom

training programs to keep pace with high growth company. Developed all

professional development and sales training content.

Factiva, a $500M information services company.

Global Director of Learning Development, 2004 to 2006.

Developed and managed day-to-day professional development programs

worldwide. Lead a team that provided employee, technical, high-potential

employee, e-learning and leadership training. Re-designed organizational

structure to improve efficiencies. Provided training and organizational

development services in North America, Europe and Australia.

Myron Manufacturing, a $1B manufacturing company.

Global Director of Organizational Development and Training, 2001 to 2004

Provided global organizational effectiveness leadership development

training and management oversight of organizational design, setting of

leadership development structure and career improvement processes.

Provided OD interventions in North America, Europe and China.

Firmenich, Inc., a manufacturer of flavor and fragrance products.

Regional Training Director, North and Latin America, 1998 to 2001.

Improved production and employee effectiveness by establishing strategic

HR, OD and training programs and initiatives at 12 facilities located in

seven countries. Designed, developed and implemented a leadership

development program in the US that resulted in an increase in production

of nearly 12%. This represents about $60MM annually. Introduced this

program worldwide with similar results. Developed and delivered the

leadership program in English and Spanish.

Fluor Daniels / Westinghouse, a global nuclear engineering company.

Senior HR Specialist, 1989 to 1997.

Set and delivered training strategies and OD interventions to culturally

transform the organization. Successfully altered the organizational

culture from R&D to customer focused/entrepreneurial. Delivered a

focused communication program to more than 5000 employees.

Education

MBA UNIVERSITY OF PHOENIX, PHOENIX, AZ

BA Biology California State University Los Angeles

Certifications/Qualifications

Zodiac Business Strategy Game Facilitative Leadership

7 Habits of Highly Effective People MBTI Myers Briggs Type Indicator

Development Dimensions International DiSC

(DDI)

Personal Interests: I am active in my community, and maintain a small farm.

I also enjoy writing and have written two musicals for Off-Broadway (NYC),

and Off-West End (London). Additionally, I have written and illustrated a

series of children's books.

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