Change Management Consultant

Neville Leverett

***** *** ******** *******

Ashburn, VA 20147

Home Phone 703-***-****

Cell Phone 703-***-****

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

Experience

Accenture, LLP

2006–2009 Consultant - Change Management / Human Capital Management Reston, VA

• Conducted Organizational Change Management and Human Capital Management projects for Businesses and Governmental Agencies, as a consultant for Accenture, a global leader in management consulting, technology consulting, and technology outsourcing. Worked within the platform entitled Talent and Organizational Performance.

• Worked on large-scale organizational change and human capital management projects for Dow Chemical, Excellus Health Care, and the Department of the Treasury during my four years at Accenture.

• Labored with these entities to align people, processes, and technology to meet their strategic objectives. Helped them identify, understand, and accept the changes required for their business transformation projects and programs.

• Oversaw and managed organizational change activities such as data collection and analysis, stakeholder analysis, organizational assessments and design, development of transition strategies, communication planning and execution, facilitation and training, talent management, and human capital efficiency.

• Provided enterprise-wide organizational change solutions, by conducting behaviorally-based organizational assessments, designing new organizational structures, developing and implementing organizational strategies, and delivering high-level communication plans.

• Demonstrated ability to lead small team efforts, work effectively within teams, and carry out individual projects with minimal supervision or oversight. Worked with senior management to find solutions to organizational development problems. Formed collaborative partnerships with clients, developing strong relationships and becoming a trusted ally.

• Exhibited advanced writing, verbal, and presentation skills on all my assignments, utilizing strong skills in Microsoft Word, Excel, PowerPoint, and Visio.

• Conducted analysis of future workforce issues with the Department of the Treasury. Utilized diagnostic tool, called the Accenture Human Capital Development Framework, to evaluate the potential magnitude of work force risks (our analysis showed Treasury’s risks were an aging workforce, mixed generational values, skill shortages, lack of knowledge capture, engagement challenges) and set the direction for risk mitigation. Help drive solutions to the anticipated workforce changes and business performance outcomes.

• Guided Dow Chemical through a successful Joint Venture implementation with CP Chemical by directing the Human Capital Management Strategy/Approach (stakeholder analysis, communication plan, and change readiness plan), the To-Be Organization Analysis (resource to role mapping and role descriptions), and the Integrated Training Plan (needs assessment and plan). Effectively identified, communicated, and trained the company’s employees on newly integrated roles, processes, systems, tools, and applications for the successful launch of their new company called AmericasStryrenics.

• Executed Change Management activities for a company-wide reorganization for Excellus Health Care (an affiliate of BlueCross/ BlueShield in upstate New York). Developed and implemented a Change Management Plan, including a Workforce Impact Analysis (identified roles and skills for future state, conducted current roles and skills assessment, and identified role and skill gaps). Performed training needs analysis, design, and delivery. Utilized the Change Curve Model (an Accenture illustrative matrix) to gauge the company’s buy-in and commitment to the reorganization.

America Online, Inc.

2004–2006 Operations/Project/Program Manager - Member Account Services Dulles, VA

• Provided operational management, business support services, and project/program oversight for AOL’s Member Account Services division. Directed resource and performance management, customer satisfaction, profitability, standardization, projects, programs, and processes. Guided strategic planning and drove results by generating, encouraging, supporting, and improving new ideas.

• Used planning, organizational, and tactical skills to prioritize and manage daily activities and project initiatives to maximize quality, efficiency, and timelines; conducted multiple projects simultaneously. Prepared and presented strategies, projects, and programs to Director Level and above staff members, using MS PowerPoint, Project, Visio, and Excel.

• Created operational capacity for all on and offshore Call Centers (3 US sites and 4 International sites) in Password Appeals and Billing Department. Led sites in gap and root cause analysis to gain insight into real issues versus symptoms. Conducted weekly calibration calls with sites to review performance, action plans, project execution/timelines/risks, and best practices; performed quarterly visits to all sites (US and International) to analyze performance, commitments, projects, and programs. Managed site leadership through multiple time zones and cultural differences; developed personal relationships in a virtual environment.

• Standardized measurements for operational performance (Outlier Performance Reports for Member Satisfaction Indexes, Credit Reports, Call Allocation Reports, and Call Driver Identification Processes). Set performance milestones to evaluate progress and success. Held leadership and teams to their commitments.

• Constructed organizational priorities with all Call Centers. Insured capability to execute quickly, developed management skills in leadership, and created bench strength in agents. Generated maximum site and team performance. Improved Member Satisfaction Index by 5% in 2004, from 71.40% to 76.39%, which equated to 250,000 members retained by Member Services, for a cost savings of $6 Million to AOL.

• Planned and executed mission critical program and project initiatives. One such project was the investigation and analysis of high amounts of discretionary cash credit given by call center agents to AOL members. Analysis revealed poor policy and many redundancies by agents as the culprit. Improved policy and the elimination of redundancies led to a 60% reduction of discretionary cash credit, for a savings of $1 Million. Led performance management in Non-Phone/Chat Queue for the Bangalore, India site; highest performing site in Member Satisfaction Index, at 83.5%.

• Acted as key stakeholder in all communications from Member Account Services to Call Centers. Oversaw the development and implementation of effective and consistent communication strategies that focused on AOL initiatives and priorities for Service Center leadership and consultants. Coordinated the sequencing, timing, and delivery of messages; established corporate credibility and trust through timely, open, and relevant communications.

• Directed Queue Rebuild Training Project Plans for all Call Centers (developed/maintained training “tracking system” for all queues and call types, maintained multi-skilled ramp up schedule, and oversaw resolution of issues log). Conducted PassWord Appeals (Billing) Training for South Africa Call Center. Developed curriculum, taught trainers, and observed classroom training.

• Extensive international travel experience. Oversaw strategic planning, project/program management, and operational performance for sites in India, South Africa, and Mexico. Acted as liaison and subject matter expert for all training modules for Member Account Services.

1999–2004 Sr. Manager/Projects Manager – AOL Call Center Jacksonville, FL

• Responsible for personnel activities for subordinates, including completion of annual reviews, salary adjustments, and approved time off. Mentored and guided staff on the execution of day-to-day business and in the understanding and implementing of AOL policies, procedures, practices, and tools. Managed cost and performance metrics against predetermined goals, forecasting numbers, staffing levels, and strategic priorities. Leveraged call center talent to deliver quality implementations in line with AOL standards.

• Headed up new “Team Works” pilot project, a stratified leadership structure designed to provide a new and improved level of support to Call Center teams. Project accomplishments led to improved team performances, greater leadership development, more consistent communication, and enhanced scheduling and staffing. Pilot project was so successful that it was instituted across all onshore and offshore sites.

• Built more collaborative and committed workplace, attracting and retaining talented employees, to maintain competitive advantage. Built organizational support to reward learning and remove barriers. Created trust and understanding to encourage teams to give their best efforts. Supported shared responsibility and consultant accountability within teams. Ranked top rated manager in Passwords Appeals (Billing) department.

• Served for 6 months as management liaison for Human Resources, assisting Recruiting office in conducting job interviews and aiding new hires in the understanding of company guidelines, procedures, and policies.

Previous Work History

1985–1998 Family Enrichment and Student Ministry

• Worked with four large, multi-divisional churches during this time span.

• At each church, emphasized new and innovative approaches for creating healthy and productive families, for teenagers and their parents.

• Towards that objective, conducted bi-annual Marriage and Family Enrichment Seminars. Directed Summer Camps, Fall/Sprint Retreats, Mission Trips, Winter Ski Trips, Holiday Banquets – all with emphasis of enriching families and with the goal of building strong relationships between teenagers and their parents.

• In addition to the ongoing activities above, directed a weekly program that discipled students, built their character, and developed their spiritual foundation.

Education

1985 Graduate Studies in Family Enrichment/Marriage Counseling - Southwestern Baptist Theological Seminary, Fort Worth, TX

1983 BS Degree in Sociology, Minor Degree in Business Administration - Angelo State University, San Angelo, TX

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