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Customer Service Representative/Biller /Collector Resume
Margaret
US
President
Identify organizational development, strategic change, strategic planning, leadership development projects for contract consultants.
EXECUTIVE PROFILE
Organizational Design & Development Corporate Culture Change & Empowerment
Human Resources Development & Leadership Quality & Performance Improvement
Extensive career in the strategic planning, development, implementation and leadership of integrated OD, HR Training & Development, TQM and other performance improvement plans to drive forward corporate culture change. Able to build cooperative working relationships and consensus throughout all levels of the organization, from senior level executive team to hourly workforce. Demonstrated leader in the introduction of innovative strategies, plans, programs and performance incentives. Visionary, creative and intuitive change agent. Characterized as someone who quietly moves mountains behind the scenes and makes it look effortless.
PROFESSIONAL EXPERIENCE:
President 1996 to Present
Millennium Associates, LLC, Cary, North Carolina
Founded and leads an organizational development and business advisory practice guiding corporate
and institutional clients in the creation of entrepreneurial work cultures and empowered work teams focused on corporate goals and profitability. Works with organizational leaders to create optimum performance goals and capitalize upon opportunities for positive organizational change and improvement. Provides a wide range of programs, services and expertise including:
Change Management for Start Up, Turnaround and High Growth Organizations
Climate Assessments for Teams and Organizations
Strategic Planning for Performance Improvement
On Site Organizational Analysis, Diagnosis and Action Planning
Vision Planning, Mission Statements, Goals and Objectives
Employee Communication Strategies and Action Plans
Workforce Planning, Design and Performance Management
Quality Based Organizational Leadership, Operations and Customer Service
Team Building, Team Leadership and Employee Motivation
Employee Training and Management/Leadership Development (Including Boards)
Entrepreneurial Development and Employee Partnerships
Multi-year, International Mentoring Programs Targeted to Retention, Skill Building, & Succession Planning
Executive/Business and Career Coaching, Including 360 Feedback
Meets individually with clients to evaluate their specific organizational, training and HR needs. Follows through with the design, customization and delivery of a complete program of organizational support and development with emphasis on effective culture change and HR utilization. Guides management teams in long range strategic planning and immediate action for improved operating and financial results.
PROFESSIONAL EXPERIENCE (Continued):
Director 1992 to 1996
Organizational Development, Strategic Planning & Quality Management
University of North Carolina School of Medicine, Chapel Hill, North Carolina
Recruited to build and direct a complete program of corporate culture change, organizational reengineering, teambuilding and quality/performance improvement for the management teams and staff of the 600 physician Practice Plan and new Ambulatory Care Center. Established a complete human resources function for the
Practice Plan.
Initiated assignment with a complete organizational assessment and definition of mission and objectives. Provided critical support for the development and subsequent implementation of a five year strategic plan impacting all operations, business units, personnel and services of the organization. Translated objectives into specific action plans and integrated critical quality improvement, teambuilding and organizational improvement initiatives.
Consulted with senior executives to evaluate their specific organizational, training and HR needs. Followed through with the design, customization and implementation of a complete program of organizational support and development with an emphasis on effective and proactive HR utilization, performance improvement and quality enhancement.
Vice President, Human Resources 1987 to 1991
Scotland Memorial Hospital, Laurinburg, North Carolina
Senior member of an executive management team responsible for the strategic planning and leadership of a $42 million organization. Held complete authority for the development and management of the entire HR function
for a staff of approximately 600 executives, managers, professional, technical and hourly employees. Contributed substantially to the complete turnaround of the organization from a low profit operation into a large revenue producer. Directed all HR Department policy development, compensation, benefits, recruitment, retention, employee relations, employee recognition, training and team building programs. Controlled a $1.5 million annual budget.
Facilitated a significant productivity increase through employee training and recognition programs.
Developed and administered all wage and salary plans, implemented an employee incentive program, wrote criteria based job descriptions, and facilitated a major payroll conversion program.
Renegotiated benefit plans, implemented wellness factors into health insurance, reviewed/ restructured pension plan, and created a more complete, more cost effective benefits package.
Created and led numerous successful employee recruitment, training and development programs.
Assistant Human Resources Director 1985 to 1987
H. Lee Moffitt Cancer Center & Research Institute
University of South Florida, Tampa, Florida
Primary responsibility for the recruitment, employment and retention of 550 professional, technical, clerical and service employees required to open a sophisticated teaching, research and patient care center. In cooperation with HR Director, developed strategic plans and objectives for the efficient staffing of the entire operation. Directed data processing functions, recommended modifications to existing wage/ salary scales, and led individual employee counseling and training programs.
Human Resources Consultant 1984 to 1985
Shands Hospital, Gainesville, Florida
Contracted to the HR Department to participate in several special projects related to recruitment and retention, policy development and administrative reporting. Worked directly with senior executive team, department managers, supervisors and hourly employees.
EDUCATION & CERTIFICATIONS:
M.S., Resource Management
UNIVERSITY OF FLORIDA, Gainesville, Florida
President's Recognition Award for Outstanding Students
Postbaccalaureate Coursework in Human Resources Management/Business Administration
UNIVERSITY OF KANSAS, Lawrence, Kansas
B.S., Business Administration, Cum Laude
UNIVERSITY OF MISSOURI, Columbia, Missouri
Curators' Scholarship (2 years); Beta Gamma Sigma (National Business Honor Society)
Myers Briggs Type Indicator (MBTI) Certified
Birkman Assessment Certified
Achieve Global (Zenger-Miller) Certified
DDI Certified
Institute of Cultural Affairs Certification in Facilitation
PROFESSIONAL AFFILIATIONS:
OD Network (Board Member); American Society of Training and Development; Society for Human Resource Management
PUBLICATIONS:
Your Life by Designa life planning, career, and coaching resource. Web: www.life-by-design.com
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