QUALIFICATION SUMMARY for

Bethany Schwartz, MAOD, CPCC, CDP.

707—-5343 Ra——@gmail.com

I am a seasoned organization change and transformation practitioner with great success in achieving sustainable change through defining, planning and implementing complex organizational change. My goal is to achieve meaningful, inclusive and collaborative organizational change with strategies and tactics that align with leadership intent, empower impacted stakeholders, elevate consumer trust and minimize organizational disruption. My key competencies include:

OCM / HR/ IT Project Team Leadership

OCM Multi-stream Project Design and Deployment

Designs and coordinates large scale communication and project celebration events

Multiple End to End Enterprise Systems Deployment (SAP, Oracle, Workday, Ariba.)

Addressing systemic effectiveness gaps by analyzing risks, patterns, trends and cultural norms

Deploying change related communication and training solutions

Integrating performance targets, compliance requirements, operational roles and business processes

Shifting stakeholder values, norms and behaviors

Certified Co-active Coach (CPCC)

Certified Diversity and Inclusion Practitioner (CDP)

PROSCI - ADKAR Certified 2012 & 2018

President & Lead Consultant- Radical Act Inc.- Ongoing

External change and transformation service provider. Key areas of focus: IT/AI and non-IT business process transformation, Diversity, Equity & Inclusion, Humanizing co-worker relationships, mindset & belonging, Success and Leadership Coaching, Change Project Management, Training, communication and engagement delivery. Clients include: USAA, PayPal, PG&E, SCGE, Rolls-Royce Engines, Robert Half, Kaiser Permanente and Blue Shield of California.

Adjunct Business Consultant- Better Organizations by Design _ BOxD

Senior Business Transformation Consulting 8/2022 – ongoing

BOxD is a boutique consulting firm providing customized business transformation interventions.

Facilitated strategic planning and leadership development for the Indeed International Business Unit (IBU). Assessed team structure, interpersonal communication, effectiveness, development and management routines to develop and conduct sessions to address and adopt updated 2023 Objectives, division of labor, communication and interaction enhancements and team performance metrics.

Design and implementation of client managed OCM systems Business Consultant- Digital Transformation

SoCalGas OCM Consulting 8/2021 – 10/2022

SoCalGas & SDGE (Gas & Electric Utilities) Led a Maximo Enhancement Change process including complete replacement of field maintenance and inspection processes and devices to modernize and become compliant with State of California operational standards. Resulted in significant improvements in the speed, safety, accuracy and reuse of inspection data impacting 450 field users.

Sedaa Consulting Sub-Contractor 1/2020 – 7/2021

Change Consultant - 1/2020 MuleSoft – Salesforce product leadership initiative to assess, define and implement change processes which mature and accelerate PaaS, SaaS, and on Premises delivery to rapidly growing base of API network designers and implementers.

Change Consultant - 9/2020 PG&E- Lead a MetricStream (risk and compliance systems) for the Enterprise Risk & Compliance Organization assessed Change Impact, Stakeholder analysis, planned and deployed communication and training, established sustainability planning.

Change Consultant – 4/2021 PG&E Supply Chain Transformation for portions of the PG&E contractor management functions, implemented significant policy, process and technology enhancements.

Lead Change Partner- USAA 9/2016 – 1/2020

Change and Transformation Leader for implementing crucial change outcomes in partnership with USAA leaders and managers. Led change initiatives for the USAA Chief Compliance Officer which included transforming USAA Enterprise-wide banking, information governance and insurance processes to close regulatory gaps in a myriad of operations. Additionally, led enterprise-wide adoption of operation enhancing digital technology (SAP, Oracle, Metric Stream, proprietary applications), implementation of Agile banking process improvement projects, and the facilitated the redefining of risk & compliance ownership roles and necessary compliance cultural behaviors. USAA LGBTQIA – Co-leader for BOLD Business Resource Group

Additional Organization Change Management Project Clients:

Change Management Lead for: University of Illinois Clinics & Administration, Elmhurst Hospital Healthcare System, University of Chicago Adjunct Business Instructor, Fujisawa Pharmaceutical, Lyphomed Pharmaceutical, LBrands Retail Operations, Robert Half Enterprise Recruiting Operations

Technology Change & Adoption Highlights :

SoCalGas & SDGE (Gas & Electric Utilities) GIS+ Inspection Proprietary Systems Deployment

Acting as Change practitioner and project leader, established OCM business case, adoption risks, change strategies and tactical project plan. Successfully led a team of communication, instruction design and training specialists to deploy the phased rollout to select Repair and Inspections operations across the total gas utility service area.

USAA Lead Change Partner for USAA Transformation (S/4 Hana/Metric Stream/ Workday)

Change and transformation leader implementing crucial change outcomes in partnership with USAA Banking, Real Estate, P&C Insurance and Policy/Regulatory Compliance.

Implemented Change strategies and tactics utilizing S/4 HANA SAP solutions (mainly cloud-based) in support of business transformation co-led by the Chief Compliance Officer, CFO, Supply Chain Executives and Chief Risk Officer. The SAP solutions accelerated and significantly enhanced accuracy and regulatory tracking of processes supporting Compliance and Regulatory policy and performance.

Conducted assessment, strategic & tactical change planning, change team leadership, multi-channel communication deployment.

Robert Half Inc. Global Contact/Sales Centers Salesforce Migration

As a Contract OCM Lead

In conjunction with internal OCM/HR, PMO, Technical Implementation and Senior Global management, Bethany primary deliverables included global assessment of RH Contact/Sales Change Impact and OCM Strategy to address change gaps affecting 20+ Contact Center Users in USA, UK, Belgium, France, Singapore

Establishment of country-based Change Assist networks which coordinated significant preparation and phased rollout milestones including local user readiness assessments, data cleansing, local system migration, distribution and completion of user training, go-live celebrations

Bethany coordinated the development of a global playbook, executing and updating the global communication & engagement plan, execution of the global training plan/user playbook and go-live readiness for Western US, Belgium, France and UK

PayPal Order to Cash S/4HANA Order to Cash & Comptroller Operations-Reporting

For vendor M-Squared -SolomonEdwards

Change Management Leader for the PayPal Finance Transformation initiative based on multi-phased implementation of Cloud and on Premises S/4 HANA SAP & Web Methods solutions. The successful implementation of new reconciliation, accruals, cash-credit flow and comptroller operations-reporting and business process effort focused to elevate the effectiveness and scalability of PayPal’s complex accounting, reconciliation, and comptroller operations.

LBrands Oracle Cloud-HR Transformation

Leader-Practitioner for Technology Adoption

Managed HR Organization Technology Adoption Change Activity

Led / managed change strategy and tactics, for successful adoption and implementation of Oracle Cloud solutions for Human Capital, Employee Qualifications, Compensation, PTO, Employee Development

Organization Change Leader and Portfolio Management Pacific Gas and Electric

Leader-Practitioner for Technology Adoption

Managed Enterprise-wide Organization Technology Adoption Change Activity

Led / managed change strategy and tactics, as per PROSCI– ADKAR methodology projects for successful adoption and implementation of ERP/SAP solutions for Human Capital, Employee Qualifications, Field Equipment Inventory Control, Electric Operations Distribution and Transmission, Hydro-Electric Operations, Gas Operations Distribution and Transmission

Rolls-Royce Defense-Energy Engines LOBs – Manufacturing and Delivery SAP Conversion

Lead Change Practitioner

Education-

Loyola University of Chicago, Master of Arts in Organization Development

Northeastern Illinois University, Bachelor of Arts in Psychology

Additional Professional Development:

Certified Somatica Interpersonal Relationship Coach (completing 2024)

Certified D&I Practitioner - CDP (Certificate 2018)

PROSCI -ADKAR (Certifications 2012, 2017)

Certified Co-Active Coach- CPCC (Certification 2009)

Bethany’s Green Belt Lean Six Sigma background includes expertise in utilizing -

Lean and Six Sigma comparisons

Data collection

Histograms

Problem statements

Project charters

Process maps

Value stream analysis and mapping

Root cause analysis

Benchmarking

Ladder of Inference model

8 Wastes

5S methodology

Storytelling

Customer segmentation

Change management

Consulting Qualifications Addendum

Regarding the Sempra Contact Center Genesis Initiative

Contact Center Technology Adoption – OCM Leadership Experience

Robert Half Inc. Global Contact/Sales Centers Salesforce Migration

As a Contract OCM Lead through Radical Act Inc.

In conjunction with internal OCM/HR, PMO, Technical Implementation and Senior Global management, Bethany primary deliverables included global assessment of RH Contact/Sales Change Impact and OCM Strategy to address change gaps affecting 20+ Contact Center Users in USA, UK, Belgium, France, Singapore

Establishment of country-based Change Assist networks which coordinated significant preparation and phased rollout milestones including local user readiness assessments, data cleansing, local system migration, distribution and completion of user training, go-live celebrations

Bethany coordinated the development of a global playbook, executing and updating the global communication & engagement plan, execution of the global training plan/user playbook and go-live readiness for Western US, Belgium, France and UK

USAA Implementation of Insurance and Real Estate Call Center Risk and Compliance (Behavioral Norms) Culture

As a USAA Risk and Compliance Change Management Lead

Reporting to the Chief Compliance Officer< PMO and key leaders, the Contact Center Modernization included significant changes in user work processes, information management skills, and protocols for interacting with USAA Members.

Bethany co-designed and coordinated and executed user skills and readiness assessments to clarify specific change-related objectives for stakeholder communication, engagement and training .

This effort was one of the critical workstreams identified by regulators, PWC and Executive Management,once implemented, significantly enhanced employee user work station operation, and improving the overall customer experience verified by customer satisfaction metrics.

Note: Bethany’s general approach to leading-executing technological change is the result of 20+ years of experience in leading organizational performance improvement and business transformation.

Regardless of the application, brand and specific function e.g. Contact Center Technology, the Change Management expertise and deliverables she crafts in each case include:

Assessment of the scope of the change including the disruptive impact on the operation

Identification of via benchmarking successful but similar technology transitions to identify short cuts and implementation learning about the accelerating employee-user adoption that can be included in change strategies and tactics

Assessment of the work process changes and the impacted employee-user readiness and skill gaps to design communication, engagement and training solutions to facilitate rapid transition to the new technological user tools

Designing and launch of the afore mentioned communication, engagement and training efforts

Ongoing assessment of delivery and performance metrics

Ensuring that the various business operations assume ownership of the change and training process

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