Continuous Improvement Consultant - Expert Research, Organizational Design, Strategy, Change, Business Turnaround
Process development and communication, communication strategy, internal team communication, employee relations, empathetic leadership - training process, people risk assessment/mitigation, temp exec CHRO/CPO, CCO, COO
● Education, Certifications, and Career: USC Master of Communication Management, Certified Problem and Change Manager, Certified Customer Success Management Professional, Certified Talent Optimization Consultant with a 20-year career, more than half in leadership role, EdD Candidate - Organizational Change and Leadership
●Service Industry Focus: Focused on helping those who serve, serve themselves: healthcare, hospitality, professional services, SaaS
● Consulting Specialty: Change Management through the lens of research, business process efficiency, internal communication, and talent optimization
● Coaching Leaders: The c-levels best friend, I have coached more than 300 people one on one and have facilitated multi-generational teams of up to 30 people to achieve results
● Strategic Partners: SaaS sourcing through Cloud Tech Gurus, alliances: Predictive Index, Trainual, and ProcedureFlow
CLIENT WIN HIGHLIGHTS
Where: Denny’s Corporation
Who: COO and CLO
Location: Remote in NC
When: March 2021 to Present
What: Facilitate change within a multi-billion dollar corporation via rich, data and story-driven presentations to the CEO and throughout the organization in the areas of capital improvement, technology innovation, education development, and people-based initiatives, creating an environment of empathetic change where team members can be educated, empowered, and elevated at all levels of the organization.
Result: $60 million in improvements optimized through consideration of the human element, providing structure and guidance for internal improvement teams
Where: Vitality Unlimited
Who: CEO, COO, and CFO
Location: Remote/In-Person in Elko, Carson City, Reno, Las Vegas, NV
When: Jan 2017-Present
What: Create employee experience annual studies to determine a comprehensive project plan to improve service delivery in behavioral health and substance abuse within the state of Nevada. Initiatives include government relations communication, board presentations, the creation of an internal employee magazine, discovery and documentation of human resource and service processes, advising on the evaluation and selection of operational software, creating and monitoring outcome based KPIs. Measuring and monitoring service quality through transactional surveys. Developing an advocacy and risk mitigation process dependent on consumer response.
Result: Increased employee and consumer satisfaction year over year, increased employee retention, increased consumer advocacy, increased grant awards for client
Where: CSM Practice
Who: CEO, CCO
Location: Remote/San Francisco – Bay Area
When: June 2019 – July 2021
Who: CCO of various SaaS companies including Veriforce, NewRelic, SmartMoving through CSMPractice
What: Work with CS teams to discover existing customer success practices and optimize them to improve SaaS sales enablement, onboarding, implementation, adoption, and advocacy with an eye toward churn risk mitigation, customer success enablement including process documentation, playbook development, presentation development, OKR/KPI creation, advising on service models and staff:customer ratios segmented by ARR
Result: Reduced churn, increased revenue from existing customers, increased customer advocacy, improved the relationship between sales and customer success
OTHER CLIENTS
• High End Client Program, Business Strategy (2017 – Present)
• Abandoned Homes Project, Advisory Board - Communications (2019- Present)
• Lightning Rod Agency, Talent Optimization (2020 - Present)
• City of Carson City, Restructuring (2018-2019)
• Chargerback, Customer Success Automation (2015-2016)
• Nevada Division of Public and Behavioral Health, Stakeholder Communication (2013-2017)
EDUCATION
University of Southern California, Annenberg School for Communication and Journalism
Graduated: 2018
Master of Communications Management
Los Angeles, CA
Phi Kappa Phi Honor Society, 4.0
California State University at San Bernardino
Graduated: 2002
Bachelor of Business Administration
San Bernardino, CA
CERTIFICATES
Certified Talent Optimization Professional (6/2021)
Certified Customer Success Management Professional, PCSM Academy (11/2020)
Certified Problem and Change Manager, Global Association for Quality Management (7/2019)
Certified SCORE Mentor(1/2019)
High Performance Masters, High Performance Institute (3/2018)
Experts Academy, World’s Greatest Speaker Training (2018)
Harvardx - Unlocking the Immunity to Change (2014)
Spanish-to-English Translation
