Sales Development

WENDY FRIEDE

**** ********* ***** ******: 952-***-****

Minneapolis, MN 55416 *******@*******.*** Home: 952-***-****

SUMMARY

Recognized dispute resolution leader, with extensive Organizational Development and coaching experience with proven performance in financial services, manufacturing, retail, academic, government agency and franchise environments. Created a state of the art corporate Ombuds office. Particular strengths in:

• Facilitating and developing effective organizational development processes.

• Personal leadership skills that are effective from influence at the board level to developing rapport and trust with every level.

• Leading strategic change management at the individual and organization level.

• Helping organizations put strategies and systems in place that increase employee engagement and retention.

PROFESSIONAL EXPERIENCE

Friede Consulting Services, LLC 2007- present

Principal and CPCC Coach

Established a comprehensive consulting business working with organizations and individuals in the areas of strategic organizational design, conflict resolution, change execution, and leadership coaching. Facilitated leadership team redesigns and effectiveness efforts, implemented employee engagement surveys and follow up strategies, conducted career management discussions at all levels of an organization and coached leaders using assessment tools and specific goals and measures.

AMERICAN EXPRESS, New York, NY 1983-2007

Director of Management and Organization Development,

Promoted to focus on increasing quality and leadership of organization. Led staff of 13 professionals and managed projects in development of competency-based leadership strategies, supporting 2,500 sales and corporate office leaders, while managing $2.1 million budget.

• Led effort, redesigning strategic and operational systems structure in sales organization, supporting increased client satisfaction, advisor retention, and productivity.

• Created Succession Management Strategy, realizing significant increase in quality of key leaders, when compared to previous leadership, (over a 5 year period).

• Identified leadership core competencies, realizing transition of leadership positions more quickly, while achieving higher metrics in recruitment, production, and client satisfaction.

Manager of Management and Organization Development,

Designed strategic direction while managing financials, human resources, and creating curriculum, which built skills of over 1,600 sales managers. Continually benchmarked and incorporated new strategies.

• Developed multiple training and development programs, increasing skill readiness of leaders, while incorporating training into experiential learning, executive coaching, modeling and lab methodology.

• Created innovative upward feedback and 360 degree feedback process, identifying and implementing strategies to address issues raised, including providing executive coaching to Vice President level leaders.

VP and Corporate Ombudsperson, Minneapolis, MN,

Promoted to lead a global team of 11 located in Singapore, Australia, the United Kingdom and 3 locations across the US. Reported to CEO and Board of Directors.

• Led Ombuds Office that is recognized as a model for corporate Ombuds Offices. Recognized in Fortune Magazine (2006) as key element for American Express being cited as one of the Best 100 Companies to work for.

• Escalated serious issues of fraud, employment law violations and financial reporting errors to CEO/Board of Directors.

• Worked with 3,500 clients/visitors, resolved issues relating to leadership behavior, financial and business process control, code of conduct, policy violations, and interpersonal conflict. Resolution of issues contributed to increased productivity, engagement and retention, brand protection and litigation expense savings.

• Regularly presented trend data to CEO, Board of Directors, and Senior Leadership, throughout company, in a very diverse business. Resulted in closure of gaps in business processes, removal of employees perpetrating actions, and development of new/revised policies and practices.

• Built awareness of Ombuds Office, through presentations to employees, diverse contractors, designing a variety of awareness materials, etc., which increased protection of company asset cases from 13% to 24%, (focused on legal compliance, code of conduct and improper business practices).

PRIOR HISTORY

Honeywell Protection Services, as Senior Trainer, Minneapolis, MN

Zayre Corporation, as Procedures/Training Analyst; Newton, MA

EDUCATION/PROFESSIONAL DEVELOPMENT

Masters of Science, Instructional Media and Design – Boston University

Bachelor of Science, Elementary Education – University of Minnesota

Strategic Leader - Center for Creative Leadership

Myers Briggs Training – APT

Psychological Testing – Metro University

Coaching Certification (CPCC) - Coaches Training Institute

CERTIFICATIONS AND AFFILIATIONS

Mediation Certification – CDR Associates

Coach Certification - Coaches Training Institute (CTI)

International Ombuds Association

- Board Member, 2000 – 2006

- Chair of Professional Development Committee, 2001 – 2008

• Instrumental in influencing The Ombuds Association to adopt a strategic planning process that increased accountability and measures.

• Assumed leadership of Curriculum Development Committee, and within three months, put structure in place, redefined goals, roles and processes, increasing member satisfaction.

• Member of team that designed and led seamless merger of The Ombuds Association and the University and College Ombuds Association (UCOA).

Member- HR Executive Forum

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