Julie Martinez Email and Phone Number

Help leaders successfully strategically plan, navigate, and transition through major changes impacting their people, operations, processes, and business systems. -Connect with strategy and planning to integrate change practices in portfolio management routines.-Provide coaching and preparation for executive leaders during organizational alignment changes.-Deliver leadership development training on foundations of what it means to influence behavior change.Key Functional Change Management/Project Tasks: Create change enablement strategies and plans, stakeholder strategies to include engagement and analysis, empathy mapping, needs assessments, org readiness assessments, impact/risk assessments, strategic communications, sustainment plans, analysis of audience survey feedback to recommend appropriated tactics and solutions

Led a cross functional team of change management and communication professionals supporting large-scale organizational behavior, process improvement and technology transformation projects. -Accountable for workload and resource management to ensure resources supported prioritized work.-Accountable for hiring, team building, team development, and performance management. -Provided change counsel and insights to executive leadership during development of strategic outcomes.-Built change capabilities with peers and partners.

Built a team of communications professionals focused on improving the communications experience for member contact representatives and the overall member interaction through timely, relevant, concise and engaging written and multimedia communications. -Designed vision, strategy and a 3-year execution road-map for starting a communications function from the ground up to include creating job titles and job descriptions. -Developed and documented end to end process framework for communications function. -Accountable for publication process and governance as well as maintenance of an internal online communications channel for frontline employees. -Identified process improvements and acquired needed funds and resources to make critical improvements.

Served as an internal learning consultant to assess, measure, and enhance performance of employees.-Consulted with all levels of executive management and internal business partners to diagnose performance gaps of contact center employees to influence business decisions and contribute to successful outcomes of stated objectives and business goals. -Analyzed performance data; synthesizing it to uncover root causes and trends, develop strategies, recommend solutions, and identify effective measures of success. -Responsible for bringing together cross functional groups to gather requirements and ensure successful coordination of development and execution of new courses and existing courses. -Developed annual training plans for contact center business areas.

Helped learners achieve stated course objectives by delivering course material and facilitating learning discussions.-Facilitated culture based classes for all levels of employees to include executive leadership. -Managed and instructed incumbent and new hire employees on job-specific technical and customer service skills in a classroom and lab environment. -Diagnosed learner performance problems, determined underlying causes and provided feedback to improve performance; instituting performance improvement plans and separations of employment as needed. Served as course lead for several courses responsible for developing and instructing course curriculum, defining qualification processes, and identifying needed course revisions/improvements.