Customer Service Sales
Resume:
Stephanie Wood
**** **** ** ** ~ Washington, D.C. 20012
Mobile: 216-***-**** (Best) ~ Home: 216-***-****
*********.******.****@*****.***
Learning &Development
Bottom-line focused business professional with concrete record of
accomplishment in achieving organizations' strategic vision, goals, and
values through innovative and substantive program development/management,
administration, professional development, and budget management. Strong
interpersonal skills and documented ability to build and sustain long-term
relationships with diverse constituencies. Fluent with MS
Word/Excel/Publishing/PowerPoint, Tandberg Video Conferencing, MindFlash E-
Learning, and PayChex/HRIS.
. Program Management/Professional Development: Extensive program/product
development and project management experience with long-term viability.
Recognized for expert knowledge and application of adult learning theory
in the design, development, and delivery of custom workshops,
educational, and certificate programs.
. Supervision and Teamwork: Effective leader as appraised by multi-
generational staff who recognized consistent acknowledgement of different
learning styles and requisite training for management and staff. Adept
in developing highly effective teams committed to achievement of
organization's goals, values, and ability to navigate change.
. Operations Management: Detailed and thorough in budget
analysis/management, streamlining processes and procedures, implementing
cost control measures, and enhancing operational efficiency. Highly
competent in framing solutions using goal-oriented quantitative and
qualitative data/metrics.
. Marketing/Sales Planning: Strategic planner with progressive experience
in the private, non-profit, and public sectors. Business acumen that
brings innovative programs/services to market expeditiously.
Career Highlights
. Selected by College of Business, Cleveland State University to design
and deliver the "Negotiation" portion of the Cleveland Water Division's
Call Center Payment Plan and Negotiation Training Program. Success of
program (immediate 70% reduction in calls escalated to supervisors)
resulted in Credit & Collections Unit contracting for program customized
for face-to-face CSRs. Gained approval to add module for supervisors
focusing on adult learning principles and metrics based coaching
improving interactions with staff.
. Completed instructional design and launch of the Washington Metropolitan
Area Transit Authority/ WMATA's 2013 Performance Management Leadership
Workshop after prime contractor missed deadline. Created Self-Assessment
Form, Continuous Case Study, and Exercises; edited PowerPoint and
Facilitator's Guide before deadline. WMATA serves and is funded by the
federal government, DC, MD, and VA.
. Re-positioned performance management system of the Cleveland Municipal
Court as a continuous, collaborative process between manager and
employee rather than a one-time annual event. Program continues to
increase employee involvement in goal setting, self-assessment, and
raising transparency through Performance Management Guide identifying
requisite competencies and performance standards.
. Designed, developed, and implemented the Harassment and Diversity
Awareness Curriculum of the Federal Reserve Bank of Cleveland further
advancing the Bank's commitment to diversity and inclusion.
. Planned and directed merger of the Recreation and Community Services
Departments of the City of Shaker Heights, OH into the City's sole
Enterprise Fund. Led and coached staff on the rebranding of key
programs: Sports, Senior/Adult Services, Summer Camp, and Before/After
School. Generated $380,000 in savings and new revenues during Year I.
Redesigned Quarterly, 4-color, 70 page Catalog, increased
marketing/enrollment events. Implemented Customer Service Plan that
received recognition in Sun Press local newspaper.
Summaries of Most Relevant Experience
Independent Contractor Cleveland, OH & Washington, DC 9/2010 - Present
Retained by individuals and organizations to meet immediate needs through
guidance in best practices.
Small Business Planning & Emerging Authors Book Editing & Self Publishing
Small Business Planning
Conduct initial interview with referrals to think through idea of a start-
up business opportunity. Establish Letter of Agreement and develop a
business plan for self-direction, presenting to Angel Investors, and/or
applying to work within a business incubator.
. Gina Gayle Media (12/13 - 6/14):
Created 5-Year Business Plan integrating content marketing with digital
photography.
. The McMillian Group, LLC (10/13 - 11/13): Developed 5-Year Financial Pro-
Forma and Budget Narrative for charter school application.
Book Editing & Self-Publishing
Proofread, edit, develop graphics and aesthetic look of booklets; prepare
manuscripts for printing and self-publishing including securing ISBN/Bar
Code and registration for copyright.
. Delilah Grayer, 9/13 -5/14: Aromatherapist:
Ah! Aromatherapy
. Shirley Thomas, Aziel Studio (10/13 -4/14): Licensed Hair Stylist:
Hair Almanac: Back to Basics
Operations/Organizational Development
Consult with leadership to determine needs and requisite results for
organization. Assess depth of gap, previous expectations, successes, and
present plan to finalize project by deadline. Contract work included:
. Cleveland Water Division/CSU (2/14 - 5/14):
Worked with Training Team, Call Center Manager, and Credit & Collections
Manager to improve collections process. Developed written, comprehensive
assessment of training results for staff and supervisors; debriefed Unit
Managers on steps to sustain learning for both workshops. Received
written feedback of fast turnaround and "bringing critical awareness for
more development opportunities for supervisors" to management.
. WMATA/Mb Staffing (4/13 - 6/13) DC:
Reviewed feedback from focus groups and past years' workshops to develop
leadership training that had been re-scheduled twice. Met deadlines.
Assisted in updating WMATA's custom LMS software; provided logistics
support from copying materials, packet development, and room set-up/take
down. Provided training in four facilities in DC, MD, and VA.
. East of the River Clergy, Police, Community Partnership (3/12 - 7/12) DC:
Collaborated with Program Director to reframe and rewrite Executive
Director's Testimony to Washington, DC City Council to obtain renewal of
$5MM federal grant after denial. Metric-driven Testimony received public
recognition from Chairman, Committee on Human Services. Grant renewed.
. 1st Choice/Staffing Now, Inc. (5/11 - 9/11): DC
Served as PT HR Mgr. for staffing firm with 125 contract employees for
federal contracts. Created SOPs and Matrix to manage forms to recruit,
select, and on-board new hires for contracts; process described as
"seamless" by IRS. Provided coaching and appraisal of team and staff on
use of PayChex/HR Online.
SMART Consulting, Inc., Cleveland, OH 9/2002 - 9/2010
Director of Organizational Development/Owner
Consult with clients to determine if perceived need/problem is
operationally based or a learning gap that can be closed with training.
Focused on "fixing operations first and train second" to solidify efficacy
of process, procedures, and productivity. Clients included:
Cleveland Municipal Court (2007 - 2010)
. Retained by Court Administrator to re-design and implement Performance
Management System.
. Gained 90% approval of Executive Leadership Team on recommended
enhancements. Follow-up documents ongoing commitment of non-management
in meeting their responsibilities of desired improvements.
Cleveland Public Power, City of Cleveland, OH (2007 - 2010)
. Won back-to-back public bids for design, delivery, and implementation
of four-day Train-the-Trainer Seminar for 12 Dept. Heads/SMEs and two-
day Goal Setting Workshop for 77 non-bargaining unit staff.
Federal Reserve Bank of Cleveland, Cleveland, OH (2002 - 2006)
. Won bid to create and deliver Motivational Management Seminar for new
managers. 16-hour workshop presented in four, 4-hr. sessions as video
conference to four branches simultaneously. Self-assessments, small
group interaction, and a continuous case study improved participants'
application of Bank's Core Competencies and employee readiness for
advancement. (2004 - 2006)
Cleveland State University, Division of Continuing Education, Cleveland, OH
9/2003 - 8/2010
Contract Instructor
. Served as primary instructor of five-day Supervisory Leadership
Certificate training program. Received permission to include SMART
Consulting's proprietary materials providing substantive activities to
practice and build skills relevant to mixed groups (new supervisors
thru senior managers.
. Assisted Dean in winning bid to develop and deliver two custom training
programs (five days each) for Executive Leadership and
Supervisory/Management Teams of the Cleveland Municipal Court.
Maintained 100% responsibility for design and development of content
using SMART Consulting's proprietary materials.
City of Shaker Heights, OH 2/1999 - 9/2002
Director, Community Life Department
Appointed Director, Community Services; six months later served
simultaneously as Interim Director, Recreation Department. 5 months later
appointed Director, Community Life Department. Directed merger of
departments. Reported to Mayor and CAO; served as Liaison with City
Council.
. Provided leadership and direction to 4 Division Managers, 7
Supervisors/Coordinators, 22 full-time employees, and 100+ part-
time/seasonal employees quarterly; oversaw total annual staff of 350.
. Developed and executed $4.6 million budget including $3.8 million
Enterprise Fund charged with contributing 85% of Operations Budget
through user fees.
. Created intrapreneurial culture. Elevated marketing and sales functions
as critical aspects of strategic plan; trained staff in cost/benefits
analysis, improving branding, and pricing of programs that was fair to
customers and City. Held all managers accountable for collaborating
with Marketing Coordinator as required.
. Conducted training needs assessment and established priorities.
Increased training budget to ensure attainment of key certifications:
Pool Operator, First Aid/CPR/AED, Playground Inspector, HVAC, and Youth
Sports; took initiative to provide additional training; launched first
Volunteer Hockey Coaches Orientation and Training Program with stipend.
. Negotiated with Chief Administrative Officer to avert the layoff of
FT/PT staff and reduction of recreational programming due to lowered
general tax revenues of the City during Year III of merger. Directed
and coached Division Managers in reducing their budgets by 50% while
simultaneously increasing program revenues by face-to-face marketing,
raising fee structure for non-residents and specialty programs that did
not serve entire community.
SMART Consulting, Inc. Cleveland, OH 1/1991 - 2/1999
Training and Business Development Consultant/Owner
. Won bid to design and launch Federal Reserve Bank's Preventing Sexual
Harassment (1994) training program for management and non-management
staff in collaboration with HR and Legal Department.
. Increased local market share of Russell-Rogat Transition Specialists,
Inc., through 2-day The Basics of Business Planning Seminar to aid laid-
off staff of companies in evaluating self-employment as career option.
. Guided CEO of Diversified Services Company in transitioning into consumer
product sales. Responsible for product line development, marketing, and
sales plans. Expanded product line in distribution today.
BertSherm Products, Inc. Cleveland, OH 2/1988- 9/1990
Vice-President Marketing and Sales (minority stock ownership)
Oversaw development of first deodorant for children, Fun 'n Fresh Natural
Deodorant. Created marketing and sales plans; sold out first production run
in first three appointments (Kmart, Meijer, and Farmer Jack).
. Raised over $100,000 for preferred stock offering ($45,00 raised
personally)
Gillette Company, Personal Care Division, Boston, MA 8/1984 - 1/1988
Manager, Sales Training
Recruited to return to Gillette by out-going Manager, Sales Training;
managed all aspects of the Sales Training function to achieve $300 million
in sales.
Education & Credentials
. Professional in Human Resources (PHR), Human Resources Certification
Institute (Expired 1/2013)
. Master in Public Administration, with Non-Profit Specialty, South
University Online, 4.0 GPA (Fall 2015)
. Master of Music Education (ABT), Cleveland State University
. Bachelor of Music, Kent State University, Kent, OH
Publications
Complicit But Unequal, How Bubba Got Played in the $elling of the 2012
Presidential Election, (c) 2012, 80 page, E-Book
Shift Happens, Bridging the Gap Between Awful and Awesome Customer Service
(c) 2004, 295 page paperback
Presentations
Beyond PC, Broadening Our Definition of Diversity
Presenter, Hate Crimes Conference, Federal Bureau of Investigation,
Cleveland, OH
Leadership Strategies for Superior Customer Service
Keynote Speaker, The Fed Exchange, Federal Reserve Banks of Cleveland, OH
and St. Louis, MO (8 cities)
Presenter, FraserNet PowerNetworking Conference, Cleveland, OH
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