Partner with Organizational Development (OD) consultants, small business owners, and HR/OD teams to increase their success in driving initiatives that enrich organizational culture and enhance outcomes for their clients, customers, and employees. Services include:* Create facilitator and participant materials to support workshops* Design tools and resources to drive organizational alignment and pull-through* Develop structures that support performance management and competency development* Establish employee and customer experience processes to enhance engagement and loyalty/retention* Materials production and deliveryWebsite: https://www.smooreconsultingservices.com/

Designed, developed, and deployed employee & supervisor learning experiences to enhance professional competencies required for innovation and growth, aligned with agency strategy. Oversaw training operations and HR Compliance functions (pre-boarding/background checks for new hires).KEY ACCOMPLISHMENTS:* Conducted a Learning Needs Assessment to drive strategy for new employee preparedness * Led the design, development, and implementation of a New Employee Experience process, from job posting and application through the first 120 days, to enhance new employee preparedness, engagement, and retention; pull-through reinforces supervisor role* Created and deployed a Performance Management Partnership process and support tools; developed and led workshops to educate 450+ supervisors on the process and their roles* Streamlined and standardized core Training Operations to support agency growth* Designed a multi-pronged program to expand racial diversity at all levels of the organization* Alliance for Strong Families and Communities 2014 New Voices Civic Engagement Fellow; facilitated Hillside-Neighborhood Centers Collaborative in Rochester and Syracuse, NY

Advanced enterprise strategy through 'best in class' business processes and technologies. Worked in partnership with Customer Service leadership to influence key decisions, develop portfolio strategies, and initiate projects that led to the achievement of company goals.KEY ACCOMPLISHMENTS:* Recipient of the IT Division’s 2008 Annual Top Performer award* Designated as a Cultural Change Agent to model and drive alignment and engagement * Developed vision, mission, and brand promise to help promote the FBPM team* Developed an enhanced Service Level Agreement and Application Portfolio Strategy framework supporting and processes for use between IT and the business

Enable organizations to fulfill their missions by developing compelling strategies supported by effective processes, deliberate action, and strong interpersonal relationships. Focus is on small to medium sized businesses, OD consultants, and nonprofits.KEY ACCOMPLISHMENTS:* Designed, developed, and facilitated a workshop to educate nonprofit leadership on implementing and maintaining the Balanced Scorecard strategic planning framework* Worked in partnership with Board and Executive Team leadership to develop a Balanced Scorecard strategic plan for: an organization development firm in Rochester, NY; a child advocacy center in Rochester, NY; settlement houses in Rochester, NY and St Louis, MO; residential children's centers in central ME; an arts center in central ME; Global Learning & Development and Corporate Communications departments at an international for-profit company; and sole proprietors working to expand their businesses * Developed a facilitator guide and co-facilitated sessions in partnership with a nonprofit Foundation focused on building capacity of several Boards of Directors in ME, MO, and IL* Developed a personal money management guide for a financial advisory firm to provide to clients* Developed candidate portfolios to support individuals seeking senior leadership positions to advance their careers

Responsible for company-wide initiatives aimed at increasing the overall effectiveness of the organization through information systems, business processes, and organizational development. Led initiatives centered on strategic planning, alignment of the organization to shared goals, employee learning and growth, and internal process improvements to increase efficiency. Managed a successful systems outsourcing initiative to enhance customer service and billing accuracy.KEY ACCOMPLISHMENTS:* Led the development of the company’s Vision, Mission, and Balanced Scorecard * Managed a successful billing, customer care, and accounting systems outsourcing project * Created structure for Employee Development Plans to foster ongoing professional growth* Facilitated culture change and team development utilizing the Shared Values Process and DISC and Workplace Motivators profile tools* Developed a Board of Directors assessment tool for use in coaching and development

Led a team of 25 people in 4 states to support billing and customer service systems in use by the Frontier Telephone regional operating companies. This team was instrumental in system development initiatives impacting several billing system platforms, interfacing between the business unit and the IT developers to assure business process and system integrity.

Coordinated system improvements to simplify and improve CLEC business processes, dramatically reduce service intervals, and improve billing quality. Involved in strategic planning, requirements definition, functional specifications, and prioritizing projects, including new market launches. Led a team of Systems Implementation Managers to manage complex inter-departmental projects.