SUMMARY:

Over 25 years of business transformation leadership and project management experience around ERP implementations. Coaching leaders on improving performance through effective leadership skills. Consulting industry experience includes: Aerospace and Defense; Manufacturing; Medical Equipment; Pharmaceuticals; Retail; Utilities; Telecommunication; Technology; Banking and Mining.

PROFESSIONAL EXPERIENCE:

Managing Partner

Confidential

Responsibilities:

• Independent Confidential, Business Transformation and Project Management consulting.
• Designs and implements Confidential programs for client’s ERP projects. Specializing in coaching leaders through the process of change that aligns their organizations around desired business outcomes.
• Took over as OCM lead in early realization after initial consulting company failed to meet client’s expectations. Created the OCM strategy and plan and an end user training strategy and plan for a SAP S4/HANA implementation. Coached client business leads on how to engage business leaders to drive change. Worked with client resources to implement the end user training program including the super user development.
• Brought onto project in Realization phase. Developed OCM strategy and plan and coached business leads on how to effectively engage business leaders around the changes. Developed communication plan to support OCM program. Created end user training plan and coached client resources on implementation.
• Created a communication strategy and plan and a stakeholder engagement approach for a SAP security roles realignment project. Coached client OCM team on implementation next steps.
• Managed team that created Organizational Change, Communication and Training strategies and plans for retail client that was implementing Oracle RMS solution

Program Manager

Confidential, Edison, NJ

Responsibilities:

• Manage large scale, global business transformation engagements around SAP implementations. Responsible for client relationship and overall satisfaction. Participate in business development activities around professional services services.
• Short term project that provided OCM coaching to client team for a managed services project.
• OCM Program Manager for a long - term business transformation engagement for a global consumer products company. Managed 4 simultaneous implementation teams across APAC, China, Eastern Europe and a separate US business division. Initiated business readiness approach to align regional SVPs and country general managers around the global process changes and business impacts. Worked with global business leaders to manage the change and ensure their employees were prepared for go-live. Program success allowed business operations to return to full production within 2 weeks of go-live.

Associate Partner

Confidential, Chicago, IL

Responsibilities:

• Delivery executive for SAP implementations. Full P&L responsibilities for assigned projects. Business development for OCM and SCM offerings. Member of U.S. executive team with responsibilities for growth of North American business venture.
• Member of project PMO and provided guidance to client on project management. Developed global OCM methodology to standardize business engagement process across technology projects.
• Program Manager for global, multi-year SAP project with a specialized manufacturing company. Managed consulting team of 12 functional consultants and 6 data migration experts that developed and delivered SAP solution aligned to the client’s business requirements. Devised OCM/EUT strategy and program for engaging business leaders in driving the change across their organization. Led OCM team for U.S. rollout. Provided OCM strategy and plan guidance for European rollout of SAP.
• Facilitated business requirements sessions with project team.

Principal Consultant

Confidential, Downers Grove, IL

Responsibilities:

• Business transformation program manager for global, multi year SAP project with a chemical/plastics manufacture. Provided expertise on redesign of global processes to allow for achievement of business goals of 95% available to promise. Devised OCM/EUT strategy and program for engaging business leaders in driving the change across their organization. Trusted change advisor to the project senior leadership in helping them devise methods to design and measure business transformation effort within the project team. Provided guidance to business sponsor and PMO on key business actions needed for successful implementation. Facilitated business process design and requirements sessions with functional project teams. Created approach for accelerating the realization of the business case. Managed team of 5 consultants.
• Business transformation and change program manager for global SAP project in the mining industry. Devised process for the project team to actively engage senior regional leadership around redesigning global processes in operations, maintenance and finance to achieve desired business goals for the project. Led the team that was responsible for the Confidential, communication and end user training strategy and plan. Created business transformation strategy and plan for project. Designed super user development program to sustain the change. Designed business readiness engagement process to ensure that the business leadership was committed to the success of the project. Managed team of 4 consultants.
• OCM Program Manager for aerospace and defense manufacturer. Led team that identified business case for project and key areas for realizing significant operational savings. Created Center of Expertise organization with senior business process owners who where responsible for the implementation of the redesigned global processes. Created business transformation strategy to align leadership team to adopt a fully integrated approach to their business including implementation of common processes across the enterprise. Managed team of 4 consultants.
• OCM Program Manager for SAP core and financials for a global packaging solutions manufacture. Created Confidential strategy and plan, business readiness plans and communication programs. Coached client leadership team on driving change in their organization. Worked with business process teams to redesign business processes to maximize benefits of SAP technology. Managed team of 4 consultants.
• OCM Lead for SAP implementation with medical equipment and supplies manufacture. Created business readiness process that actively engaged 12 site leadership teams on identification of the change impacts on their operations and building and implementing action plans to prepare their organizations for the changes. Action plans incorporated all required business preparations including new/changed business processes, new roles, master data preparation and physical changes to operations to align to the requirements of the new SAP system. Managed entire OCM work stream including super user development and end user training with team of 12 consultants. Coached senior leaders on managing change.
• Provided OCM coaching and quality checks/assessments for major SAP clients in banking, pharmaceuticals and manufacturing
• Developed SAP OCM methodology for Leadership and Organizational Alignment, OCM Monitoring and Business Readiness and Performance Management for the SAP OCM Framework. Provide thought leadership on OCM for SAP consulting organization.

SENIOR CONSULTANT -

Confidential, Baltimore, MD

Responsibilities:

• OCM Lead for SAP core and financials for a global medical equipment manufacture. Created Confidential strategy and plan, business readiness plans and communication programs. Worked with business process teams to redesign business processes to maximize benefits of SAP technology.
• OCM Project Manager for global SAP core implementation for a leading flexible packaging manufacture. Created business readiness approach for roll-out of SAP to multiple locations across North America, Europe and Asia Active member of business development team for securing new clients including:
• Developed Confidential approach to CRM engagements (new service offering for RWD).
• Business development around Confidential services that lead to over $1.6 million in new business for 2007

PRINCIPAL CONSULTANT 

Confidential, Lake Forest, IL

Responsibilities:

• Business transformation consulting improving the effectiveness of call center operations using behavioral analytics and personality style model.
• Coached team leaders and CSRs on personality communication model for major insurance company in the United Kingdom to improve sales performance of customer service agents
• Managed business process redesign project for Fortune 50 Health Insurance Company. Lead team on definition of future state for consumer data base and eligibility system replacement.

LEADERSHIP COACH and ORGANIZATIONAL PERFORMANCE 

Confidential, Horsham, PA

Responsibilities:

• Coached leadership team on how to improve performance by positively engaging employees. Improved leaders effectiveness assessment results from lowest in center group to highest within one year.
• Launched process improvement project with customer service teams. Designed flow of the call and key step script to provide pinpointed coaching for agents. Customer service group is now meeting or exceeding all customer service metrics.
• Launched leadership performance process in collections. Collections group has significantly lowered delinquency rates and improved loss portfolio. Team is on track to exceed loss prevention goal for 2004.
• Improved annual performance review process by introducing review calibration by leadership team and designed performance feedback workshop to focus performance discussions.
• Created leadership performance goals that focused all call center leaders on people development, process improvements, customer handling and business results.

HUMAN CAPITAL PARTNER

Confidential, Roanoke, VA

• Performed human capital functions for 600-seat pharmacy services call center for a major health insurance organization including leadership and organizational development, talent management and employee relations. Managed team of 4 trainers and 3 recruiters.
• The engagement scope of work included developing the strategies and programs to improve the organization’s performance. Coached leadership team on how to improve employee performance. Company sold off pharmacy business after one year of operations.
• Designed and implemented a sales incentive program for a call center operation. Incentive program has more than tripled the sales performance per associate since implementation.
• Designed performance management systems to align operational performance with business goals. Created communication programs rollout strategy and coached leadership teams through implementation.
• Designed and implemented a new recruiting process to select higher quality candidates for sales associates roles
• Implemented a series of leadership and recruiting changes in that helped reduce call floor turnover from over 100% to less than 35%.