Herb Williams-Dalgart Email & Phone Number

Aliso Viejo, Ca

The Learning Excellence Director, in collaboration with department managers and senior leadership, determines the focus and direction of departmental initiatives to support AACN’s mission. Provides leadership to and operational oversight of staff in the development and dissemination of innovative, cost-effective resources, programs, products and services as determined by the association’s content strategy. A member of the Leadership Team, the Learning Excellence Director collaboratively plans for and regularly assesses the organization's progress toward its goals; examines issues that may impact the organization's future health and growth and determines solutions; and explores and facilitates decisions on emerging business opportunities. Oversees the ELearning, Publishing, and Conferences Business teams.

Costa Mesa, Ca

* Oversee development of world-class thoughtware reports and articles targeted at the executive Retail and Distribution audience based on market and industry insights * Manage effective editorial development, execution, and review process, creating and supporting world-class cross-industry insights, while providing editorial oversight for the work of others* Work collaboratively with research team to develop project plans, coordinate execution across various stakeholders and third party providers, and manage schedules of multiple studies and insight projects* Work with marketing and public relations professionals to support media-ready content for promotional purposes* Develop, supervise and mentor management level staff members* Liaison with practice areas, industry leaders, and client partners, helping sector leadership to align work to key priorities. Build effective working relationships with subject matter experts within the firm.

* Offer consulting support and expertise across multiple industries with focus on improving the overall customer experience* Provide insights and support for written analysis and reports* Clients include Deloitte, J.D. Power, published authors, and creative writers

Orange, Ca

* Led team of both junior and senior industry analysts supporting research and insight development for Utility, Telecommunications, and Insurance industries, including publication of 28 syndicated industry studies examining the customer experience in each industry, released annually.* Worked with client leaders across multiple industries to design, develop, and deliver research and insight-based solutions to solve pervasive industry needs.* Created and sustained report production efficiencies while enhancing analytic product offerings and supporting top- and bottom-line growth for the organization.* Executive level accountabilities, including segment and enterprise resource and budget planning supporting over $15M in annual revenue.

Orange, Ca

* Led product group generating and supporting $14M in revenue annually, focused on performance improvement, certification, and mystery shopping engagements around the customer experience internationally.* Designed, implemented and managed products and services to drive customer service excellence and improved business results with leading companies in industries such as retail automotive, retail banking, energy, financial services, government, healthcare, insurance, telecommunications, travel/ hospitality, contact centers, technical support, and others.* Directed the efforts of senior level personnel and multiple outside consultants; worked collaboratively with internal departments including corporate research, corporate communications, marketing, sales, information technology, and operations to deliver complex initiatives.* Created marketing materials and white papers, as well as hosted industry events and participation in trade shows in support of business development efforts.

* Oversaw product group generating and supporting $3.4M in product annually; directed the efforts of senior level personnel.* Designed, implemented and managed product focused on performance improvement and certification in the contact center space across multiple industries.* Managed team of professional independent consultants nationwide, deployed internationally.* Launched and administered multi-year, national certification program for insurance carriers supporting captive, independent insurance agencies; helped significantly increase customer satisfaction, customer retention, sales, and profitability for Fortune 100 insurance provider.* Created ongoing performance improvement framework for national insurance carriers, including development and support of terrestrial and virtual training.

Developed, implemented, and managed national training, certification, and performance improvement initiatives, primarily in retail automotive sales and service industries for "Big 3" US Manufacturers. Lead independent contractors, internal design, and implementation professional staff.

Colorado Springs, Colorado Area

Oversaw general operations of a small Gift and Greeting Card manufacturing firm. Oversaw accounting, Marketing, Sales, artist and writer contracts, order fulfillment and collections call center, wrote and designed greeting card lines, negotiated supplier and production agreements, coordinated employee training and benefits.

Ba, English Language And Literature, Emphasis In Creative Writing

Graduated with honors. Emphasis in Creative Writing.

English Literature

Activities and Societies: Birmingham University Guild of Students Intensive Shakespeare Study program at the Shakespeare Institute.

Novel Writing Curriculum, Advanced Novel Writing

Certificate In Screenwriting, Advanced Screenwriting

Activities and Societies: Advanced Screenwriting Top Ten Finalist - UCLA/DreamWorks Diane Thomas Award in Screenwriting