My core responsibility is executing the change management strategy, where we focus on moving employees through the five building blocks of successful change. This includes helping people understand why we are changing, gaining a desire for the changes, giving them the knowledge to understand how to change, ensuring they are capable of implementing the change and have the needed support and structure to sustain the change. I'm committed to lead the drive for change management in Arizona Public Service through effective change management execution, leadership, processes, and policies. Experience is my edge. KEY ROLES: ● Responsible for all of the change management, training and business readiness for the large transformation programs at APS impacting over 6000 APS employees statewide● Accountable for the development of the strategic framework on how we transform the people and processes impacted by the program● Accountable for the education and training of all employees impacted by the new technology and processes. This includes everything from the development of the training curriculum using both web-based and instructor-led training and other blended learning modalities.● Training employees and orchestrating all training logistics. And ensuring materials/tools are available beyond implementation to ensure it is sustainable to the business post-go-live.● Accountable to identify all impacts to the business and ensure existing process/procedure documentation is updated to reflect the changes, and new processes/procedures are developed.● Responsible for all program communications using various communication channels including a program website, newsletters, emails, internal on-line newsletters, visual workspaces, etc.

Area of Expertise: People Development | Change Management | Model Training & Instructional Design | Prosci | Project ManagementMy passion for raising the bar of excellence in operation, organizational, and people development has infused my broad business and organizational development skillset to create a valuable, well-rounded professional palette. I joined Arizona Public Service (A.P.S.) in 1992, and I rose through the ranks after serving in seven different roles with increasing responsibilities. I have led the successful initiation and completion of projects, facilitated staff training and developmental plans, which has positioned A.P.S. as a forward-looking organization equipped for the future. I am glad I have improved my skills and knowledge while growing with A.P.S. since 1992. I have a Masters Certificate in Business Improvement from the Auburn University, Auburn, Alabama, I'm a certified Prosci Change Management Practitioner and have a Masters in Adult Education and Training, Certified Human Performance Instructor, Fisher KEY CONTRIBUTIONS: ● Developed and manage the project management governance system enabling our PMO to gain a line-of-site to all project risks, issues, needs, key decisions and accomplishments● Acted as S.P.O.C. and provide oversight to all Q.A. and Audit support requests● Manage and support business stakeholder and executive requests as needed, including scheduling, preparing, and conducting stakeholder discussions, following up on mitigation plans, providing executive communications.● Developed the project's Change Management process/cadence using the Prosci change management modelSee my attached resume for a complete list of my contributions. Better still, you can mail me. ✉ stacy.smith@aps.com

Area of Expertise: Organizational Change Management (OCM) | Design and Implementation | Process Improvement I equipped and empowered teams utilizing tools and techniques that liberate existing organizational intelligence, insight, wisdom, and talent — building a more confident and productive workforce. I served as a subject matter expert with the CiNERGY project team that contributed to the design of the CC&B product, ensuring it meets the business needs. I was active during the design and implementation of the system and supported the OCM change impact communication and tracking process, allowing us to capture, communicate, and track over 500 change items to over 29 stakeholders throughout A.P.S. I was a critical member that facilitated the Change Impact Planning process allowing the business to define over 30 new processes/procedures with review and approval from Director Teams. ● I am happy my consultative approach both on the front end and the back end were helpful, ensuring targets were met within my 24 months of service. ● Developed and managed the Organizational Change Management (OCM) initiative informing business stakeholders of system changes impacting the business. ● Facilitated and managed working sessions with leaders at all levels (Directors, Managers, and Front-Line) to define new processes.I left this position for a project management role with A.P.S. Questions about my contributions are welcome.

Area of Expertise: Customer Service | Process Improvement Initiatives | Documentation and File Management | Budgeting | LeadershipWhile in this position, I led two teams within the Customer Service organization totaling 21 employees with the task of developing and implementing process improvement initiatives that advance the team, customer service organization, and company. Projects included:● Improving the reporting platform for credit and collections. ● Initiating a knowledge transfer process where formal training is not provided ● Developing an onboarding training program for new hires● Creating Helpfile documentation and file management standards● Developing a call quality program ROLES● Analyzed and used customer satisfaction and quality data as an associate coaching tool to increase customer satisfaction and improve the overall performance of the individual and department. ● Managed departmental budgets ensuring financial results are delivered on time and under budget.● 2014 Chair for the Employee Network Group WISE; 2013 Vice-Chair

Area of Expertise: Staff Training & Education | Instructional Design Systems | Mentoring | e-Learning | Training ● Led instructional design team; managed and coordinated over 50 instructional design/training projects throughout the Customer Service organization.● Developed and implemented numerous instructional design systems, including the use of charters, timelines, and process standards for the analysis, design, and development of all training courses. ● Evaluated, mentored, and coached the entire instructional design team.● Analyzed, designed, deployed, and evaluated instructor-led and e-learning training programs.

Area of Expertise: Staff Training & Education | Instructional Design | Communication | e-Learning | Training ● Created engaging and interactive instructor-led and e-learning training courses using the most impactful delivery methods, techniques, and technologies, including Captivate, Articulate, Photoshop, and Engage. ● Communicated and partnered with employees throughout the organization to obtain training deliverables/information required for training materials/curriculum.● Projected development costs and timelines, ensuring the created programs/products were delivered on-time and within budget. ● Facilitated instructor-led training courses and managed all instructor-led training course records

Area of Expertise: Staff Training | Coaching | Mentoring | e-Learning | Training | Customer Service ● Evaluated customer service associates to ensure efficient use of call handling skills/proficiency.● Coached and mentored customer service associates on improving their call handling skills/ability.● Developed quality systems to gauge evaluation and feedback session effectiveness.

Area of Expertise: Research & Analysis | C.I.S. | Training & Development | Problem-solving | Training | Customer Service ● Researched, analyzed, and resolved C.I.S. system issues received through the C.I.S. Answerline.● Partnered with Customer Service Training and Development to communicate system issues/resolutions for training material documentation/communications.

Area of Expertise: Partnerships | Negotiations | Processes | Process Improvement | Business Standard ● Partnered and negotiated with statewide utility distribution companies, energy service providers, co-ops, and the Arizona Corporation Commission to develop business standards for Direct Access.● Prepared A.P.S. proposals and counterproposals to the various issues addressed by the Process Standardization Working Groups (P.S.W.G.) and presented them to market participants.● Researched, analyzed, and resolved Direct Access transactions, processes, and problems communicating errors/ issues to external providers and providing suggestions for process improvement.

● Managed and resolved supervisor calls received from the call center Customer Service Associates.● Coached and mentored associates on ways to improve customer satisfaction.● Acquired, analyzed, and offered solutions for process improvements throughout the Customer Service organization.