Strategic / Operational Planning: Designed and facilitated sessions for clients including: Santa Monica-Malibu Unified School District; United States Air Force (Military/Civilian Space Acquisitions); National California State University Pomona; Social Model Recovery Systems; Lakewood Community Hospice; United Way; NAACP – (Pasadena Branch); Southern California Human Resource Consortium.
Leadership / Team / Staff Development: Designed curriculum and facilitated workshops on Change Management, Performance Management, Conflict Resolution, Team Building, Customer Service, and Collaborating with Business Partners for clients including: Southern California Gas Company, McDonnell Douglas Finance Corporation, Santa Monica College Manager’s Forum; Housing Authority of the City of Los Angeles; Los Angeles County Department of Health Services; Rio Hondo Area Latino Education Council (RHALEC); Los Angeles Urban League; numerous WorkSource Centers (through the State of California Employment Training Network).
Diversity Awareness Assessments and Workshops: Designed and facilitated programs for the Los Angeles City Fire Department; University of California at Los Angeles Business Enterprises; Los Angeles Unified School District; Taco Bell; Zenith Insurance; Los Angeles Teachers' Credit Union; The National Conference for Community and Justice; Museum of Tolerance.
Performance Coaching: Conducted individual and group HR/EEOC coaching sessions for the Los Angeles Department of Public Works. Set-up on-the-job mentoring relationships and conducted career coaching for clients of BizLink Welfare-to-Work programs.
Talent, Performance and Competency Management
- Federal Express: Developed a competency-based performance model for Ground Operations Senior Managers.
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Jet Propulsion Laboratory Integrated Business Systems Division: Developed a comprehensive competency-based curriculum to re-train personnel migrating from a mainframe to a networked client server environment.
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Armstrong World Industries: Developed a competency based learning, assessment and incentive process for manufacturing plant Tile Line Operators.
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Behavioral Health Services / ENKI Health and Research Systems: Implemented business vision and performance management strategies for (1) a nonprofit multi-site social drug and alcohol treatment service agency and (2) a nonprofit multi-site mental health treatment social service agency.
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Consumer Credit Counseling Service: Developed a competency and performance-based training plan and curriculum for call center customer service representatives to support process re-engineering.
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Lockheed Federal Credit Union: Contributed to the design of an integrated conceptual framework for an organization-wide Employee and Management Development Process and LMS Database.
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City of Gardena: Developed a performance measurement approach for the city’s five-year work plan goals and budgeting process.
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Small Business Clients: Developed strategic growth performance management approaches for: AdImpact (corporate branding signage industry); AM Ortega Construction (underground utility trench technology); San Fernando Dental (professional practice)
Change Management / Process Improvement
- Kaiser Permanente: Developed change management plan, communications, and training in support of a materials procurement, purchasing, invoicing and payment system implementation.
- Metropolitan Water District (Financial and Business Service Division): Designed, facilitated and analyzed survey, focus group and interview protocols to support development of a long range staffing plan.
- Southern California Gas Company: Designed and analyzed an employee change management survey and developed workshops on leading change throughout the organization. Developed management training program on internal customer focused quality improvement methodologies including productivity improvement, value chain analysis, work process analysis and charting, and problem solving.
- Thrifty/Big 5 Sporting Goods: Conducted a work flow analysis and recommended process improvements for Sales Audit Department systems.
Work Systems Instructional/Training Design
- Prudential Insurance: Developed a nation-wide training program in supporting the implementation a data entry and claims adjudication system
- PacifiCare/Secure Horizons: Designed end-user training programs to support system integration efforts for the health insurance enrollment, claims processing and information technology divisions.
- Blue Cross of Southern California: Designed training for Customer Service Representatives on the use of a mainframe online information retrieval system used for claims adjudication, financial processing procedures.
- Blue Shield: Developed documentation for a technical website for Customer Service Representatives in preparation for the MyLifePath.com rollout.
- Countrywide Wholesale Lending: Designed instructor-led training for the implementation of a customer-service call monitoring and evaluation program involving quality assurance, system use, performance management, and coaching.
- IndyMac: Designed instructor-led training for mortgage default risk management lending, foreclosure review and litigation processes.
- Southern California Gas Company: Developed budget and cost reporting systems training using application-based case study.
- First Interstate Bank of California: Developed a statewide training supporting the release of a new PC-based system that automated all teller transaction functions, customer service managers and quality control functions.
- Security Pacific National Bank: Designed interactive computer-based training for entry-level tellers on customer inquiry system and banking procedures.
Consultative Selling Skills Instructional/Training Design
- Xerox Corporation: Developed nationwide systems selling process training for document and electronic reprographic systems divisions;
- GE Consumer Finance: Developed a SME-led mortgage lending program for international banking leaders conducted over a six month timeframe.
- Countrywide Wholesale Lending: Designed instructor-led program to develop skills enabling Operations staff to “ask for additional business”.
- Amway / Nutrilite: Designed a product/process awareness training program for internationally-based top-level independent distributors
- Nissan Motor Corporation: Designed a customer service, work process and financial analysis program for Dealer Service Department Operations Analysts.
- American Cablesystems: Designed two-week program for sales representatives on the use of computer databases to support the selling process.
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