SUMMARY

• Dynamic and driven Change Management Consultant, experienced in all aspects of organizational change, data analysis, resource identification, and project management; non for maximizing work outcomes and performance.
• Proven ability to quickly identify potential roadblocks to ensure the successful delivery of change initiatives through the expertise in Organizational Change Management tools, process theory and practical experience.
• Demonstrates success in building client relationships and teams to optimize organizational processes and change initiatives.
• Possesses a tenacious commitment to transforming strategic plans into workable solutions. Exemplary leadership ability, able to provide clear and TEMPeffective communication in support of achieving and exceeding key operational goals.

TECHNICAL SKILLS

• Change Management
• Strategic Planning
• Organizational TEMPEffectiveness
• Business Readiness
• Conflict Management
• Communication Strategy
• Metric Development
• MS Office, SPSS, Powerpoint

PROFESSIONAL EXPERIENCE

Confidential, CA

Business Analyst

Responsibilities:

• Partner and collaborate cross functionally to enhance customer experience through streamlined and efficient Confidential .
• Operationalize new products and implement operational efficiencies for the Customer Experience Organization.
• Analyze data, articulate requirements, develop processes and facilitate the execution of projects dat support training needs and operational objectives.
• Develop a seamless user experience through streamlined processes dat leverage integrated systems.
• Interface wif team members from all functional disciplines as well as senior management in order to identify and document business requirements for all new product development and system enhancements.
• Ensure the continued development and maintanence process maps via Visio to optimize internet product fulfillment functions.
• Assist the Fulfillment Improvement Initiative looking at process/system transparency options to increase order flow
• Work wif analysts in other internal departments to document new processes and procedures to understand the impact of new products and services
• Work wif IT partners to ensure problems are resolved as quickly as possible.

Confidential, CA

Change Initiative - Business Policy and Procedures

Responsibilities:

• Provided strategic and analytical support for the system-wide vendor transition dat supports Confidential Permanente’s core functions of enrollments, renewals, billing and payment processes to comply wif the Affordable Care Act
• Developed risks assessments to analyze the impact of the transition to a new vendor system
• Evaluated and analyzed current policy and procedures, process flows, and business requirements to determine best practices for recommended improvements
• Preformed an analysis of the current vendor Confidential and new vendor Confidential to determine gaps in the processes needed to support the transition
• Partnered wif subject matter experts to update and validate the new process flows, business requirements, and policy and procedures.
• Collaborated wif learning and development group to determine training needs identified in the gap analysis to develop skill-based training modules
• Conducted an impact analysis of the systems errors as each region is transitioned over to the new vendor management system and presented to team

Sr. Business Analyst

Confidential

Responsibilities:

• Evaluated and addressed systematic issues wif the enrollment/renewal process to determine best practices for change initiatives to improve operational efficiency
• Built relationships wif business stakeholders and establishes lines of communication in order to increase buy-in and improve support for the change initiatives
• Planned and coordinated research studies in support of strategic planning and specific marketing initiatives, as required, and presents findings of studies to client committees
• Updated and developed SOPs based on needs assessments dat identify missing or outdated procedures and manage the storage wifin SharePoint
• Validated business requirements and develop cost estimate models

Confidential, CA

Process Improvement Advisor

Responsibilities:

• Developed corporate strategy and vision, including developing tools for strategy implementation and benchmarking.
• Planned and executed strategic change management activities to measure the impact of an organizational restructure, redefined roles and succession planning
• Created and implemented change initiatives, including process mapping and drove process improvement to enhance best practices, including: employee recognition, performance and TEMPeffectiveness.
• Developed a communication strategy, and administered pulse surveys to determine the impact of the change initiative
• Conducted process evaluations to enhance client service quality and productivity, and reduce costs and errors; resulting in an average increase of 20% in client efficiency and production.

Confidential, CA

Organizational Development Supervisor

Responsibilities:

• Developed and executed communication and operational change interventions addressing unique project needs to achieve a higher level of organizational TEMPeffectiveness and implementation of new SOPs
• Conducted needs assessments to determine the growing needs of the company in the area of staffing, processes, training, and business strategy.
• Created the future state relating to short-term objectives, lean manufacturing strategies, cross-functional processes.
• Identified and optimized sales and marketing processes dat increased sales by 15% and decreased the marketing budget by 25%.
• Facilitated product focus groups, training sessions, lunch-and-learns for retail managers and brand ambassadors.
• Trained and managed a team of employee and consultants; managed relations wif external vendors.
• Developed surveys, used excel to clean and analyze customer data in order to identify key markets and measure satisfaction.
• Collected industry data to determine best practices for product expansion of in new markets
• Established comprehensive staff training programs covering performance and professional development.

Confidential, CA

People Research Analyst

Responsibilities:

• Supervised management test programs for Southern California Gas Company and San Diego Gas & Electric.
• Scored assessments, generated and analyzed reports, managed databases, and confirmed valid test candidates.
• Provided coaching, supervised test proctors, created test and orientation schedules, and supplied test materials.
• Managed the change from mandatory test preparation courses to an online platform.
• Assessed organizational readiness for a telework program; developed a survey to measure leadership perceptions toward telework, impact on innovation, and employee engagement.
• Created a survey for MyInfo Call Center, trained associates, developed databases to analyze results; assessed employee satisfaction, and provided feedback for performance improvement.
• Created, analyzed, and managed a year-long safety survey, resulting in reduced employment injuries and claims.