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Jonathan Stearns
Verified Expert in Management Consulting
Management Consulting Expert
Muscat, Oman
Toptal member since April 27, 2022
Bio
Jonathan has 22 years of experience as a business improvement consultant in telecom, software, government, oil and gas, logistics, and other industries in three countries. He specializes in PPP: plans can include strategic, business, departmental, and change management. Processes can include process design and redesign, policies, and procedures. Performance can include KPIs. Jonathan has an MBA and joined the Toptal network to help clients succeed in challenging projects.
Career Highlights
Owner, Senior Business Improvement Consultant
Peak United International
Business Improvement Manager | Acting HR Manager
Shaleem Petroleum Company
Education Highlights
Master's Degree
Regent University
Bachelor's Degree
Oral Roberts University
Case Studies
Change Management Plan in Response to an Employee Strike
Change ManagementBusiness PlanningOrganizational Change Management (OCM)Microsoft WordMicrosoft ExcelMicrosoft Project+ 55 more
Change Management Plan: Moving to a Performance Culture
Change ManagementBusiness PlanningOrganizational Change Management (OCM)Microsoft WordMicrosoft ExcelMicrosoft Project+ 58 more
Strategic Analysis and Strategic Plan for National Festival
Business PlanningStrategyMicrosoft WordMicrosoft ExcelMicrosoft ProjectMicrosoft PowerPoint+ 50 more
Expertise
- Business Planning
- Change Management
- Human Resources (HR)
- Key Performance Indicators (KPIs)
- Process Flows
- Process Mapping
- Process Redesign
- Standard Operating Procedures Development
Work Experience
Owner, Senior Business Improvement Consultant
2016 - PRESENT
Peak United International
- Conducted a market and competitor analysis and then constructed a strategic plan to revitalize the country's national festival, increase its attractiveness, and achieve profitability.
- Constructed four business plans for startups. Plans included GTM strategy, business model, marketing plan, 3-5 year financial model, and resources. The purpose was to plan the startup and manage the business post-startup.
- Developed and implemented a change management plan as the O&G client responded to a strike by employees against the client's own change initiative. The employees successfully adopted the change as a result of the new plan and its implementation.
- Completed a country-wide needs analysis to find development opportunities, wrote an evaluation structure and prioritization matrix to select the opportunities, and wrote a business plan for the organization in charge of the country's offset program.
- Constructed the organizational structure, wrote job descriptions, developed the job grades, and created the salary matrix for a newly formed charity.
- Wrote the HR and HSE industry standards and certification system for Oman’s oil and gas sector.
- Conducted market analysis and wrote case studies for Oman’s manufacturing sector on the impact of the electricity tariff increases and compared it with other GCC countries. The minister of commerce presented the report to the council of ministers.
- Created a market analysis for a UK company that developed a new underground piping system and wanted to enter the Oman O&G market.
- Completed a fraud risk assessment across all departments for the largest waste management organization in Oman.
- Developed an IADC-approved technical Competence Assurance Program and implemented it in five oil and gas companies, which all achieved the IADC certification for their programs. Project managed the assessments of over 100 employees in one company.
Focus areas: Business Planning, Change Management, Feasibility Studies, Financial Modeling, Human Resources (HR), B2B, Board Presentations, Change Leadership, Client Management, Client Relationship Management, Client Success, Strategy, Market Opportunity Analysis, Risk, Organizational Design, Job Descriptions, Payroll & Benefits, Presentations, Client Presentations, Presentation Design, Reports, Market Entry, Markets, Projects, Project Tracking, Project Management, Competitor Analysis & Profiling, Industry Analysis, People Development, Microsoft Word, Microsoft Visio, Microsoft Excel, Microsoft Project, Microsoft PowerPoint, PowerPoint Design, Executive Presentations, Client Services, Client Relations, People Management, Strategic Planning, Business Plan Consulting, Needs Analysis, Market Research, Microsoft Teams, Mind Maps, Training, Training & Training Content Development, Business Processes, Business Process Management (BPM), Business Process Analysis, Business Process Improvement (BPI), Business Process Optimization, Business Process Re-engineering, Business Process Refinement, Business Modeling, Revenue Modeling, Financial Statements, Business Models, Business Strategy, Startups, Go-to-market (GTM) Strategy, Process Design, Reporting, Python 3, Operational Assessments, Impact Assessment, GAP Analysis, Job Analysis, Organizational Change Management (OCM), Employee Engagement, Employee Communication, Time Management, Cost Management, Process Analysis, Process Migration, Policies & Procedures Compliance, Systems & Procedures, Administrative Procedures, Talent Strategy, Sales Strategy, Matrix Management, Resource Management, Project Delivery, Project Controls, Human Capital Management, Human Capital Strategy, Process Improvement, Operations Improvement, Continuous Improvement, Productivity Improvement, Operational Efficiency Improvement, Performance Improvement, Operating & Service Model Improvement, Process Documentation, Documentation, Service Planning, Productivity, Customer Success, Customer Support, Customer Experience, Customer Analysis, Customer Engagement, Customer Satisfaction, Customer Analytics, Policy Development, Training Materials, Training Workshops, Leadership Training, Financials, Analysis, Employee Competence, Strategic Planning & Execution, Talent Management, Business Process Flow Diagrams, Organizational Structure, Key Performance Metrics, Organizational Assessment, Sales Training, Sales, Go-to-market Plans, Competition Research, Competitive Strategy, B2B Partnerships, Business to Business (B2B), Process Management, Process Optimization, Business Process Modeling, Business Transformation, Operating Models, Target Operating Models, Management Consulting, Kanban, Lean, Agile, Agile Project Management, Waterfall Methodology, Confluence, Transformational Leadership, Organizational Transformation, Customer Relationship Management (CRM), ERP Implementation, Structure & Organizational Design, Quality Assurance (QA), Learning & Development
Deputy Managing Partner Oman | Partner for Strategy and Management Consultant for GCC
2017 - 2022
Mazars
- Hired, trained, and managed full-time and freelance consultants to deliver services to 100+ clients per year and delivered projects for most consulting engagements. Increased Mazars Oman's revenue by 300% in the first two years of joining the office.
- Conducted market analysis and developed a strategic plan for the Oman government to maximize the country's economic impact of the Expo 2020 Dubai for Oman. Then was hired to project manage 10 government entities to implement the plan over 18 months.
- Performed strategic analysis of the company, collaborators, competition, customers, and climate. Created the strategic plan and business plan for the newly formed Oman Arbitration Center. The business plan included a five-year financial model.
- Managed a strategic assessment and recommendations for a large enterprise that owns the Honda, Panasonic, Bluestar, and Raymond Weil Watch brands in Oman. The organization saw a decline in profits and wanted to make changes to circumvent the losses.
- Developed and implemented a business continuity plan and disaster recovery plan for an O&G company in response to an occurrence of a natural disaster.
- Created an SME Toolkit to prepare SMEs to capitalize on the Expo 2020 Dubai. It included market analysis, target market profiles, how to prepare, support and resources available, and funding options. Additionally, facilitated workshops for SMEs.
- Project managed a 12-month SME mentorship program for the Government. The program included over 120 mentors, mentees, and business advisors in the program. Additionally, conducted workshops for the stakeholders and event managed the graduation.
- Performed due diligence for the local branch of a potential international acquisition; it included items such as ownership and organization, assets and operations, financial statements, processes and policies, contracts, management, and HR.
- Managed team to deliver four different Company Valuations utilizing DCF and Book Value. Since public information is very limited in this region, the third desired market value method could not be included.
- Led the team to deliver the accounting outsourcing service line to over ten clients. Industries ranged from O&G Exploration, airport engineering, and facilities management, the world's largest commercial real-estate firm, to software companies.
Focus areas: Change Management, Business Planning, Feasibility Studies, Financial Modeling, Finance, Human Resources (HR), Customer Service, Microsoft Excel, Accounting, Board Presentations, Financials, DCF Modeling, DCF Valuation, Valuation, Market Opportunity Analysis, Market Research, Needs Analysis, Markets, Business Plan Consulting, Strategy, Analysis, Strategic Planning, Business Continuity, Business Continuity & Disaster Recovery (BCDR), Project Management, Due Diligence, Training Workshops, B2B, B2B2C, Business to Business to Consumer (B2B2C), Presentations, Presentation Design, Client Presentations, Executive Presentations, Client Management, Client Success, Client Services, Client Relations, Client Relationship Management, Reports, Market Entry, Project Tracking, Project Controls, Competitor Analysis & Profiling, Industry Analysis, People Management, People Development, Microsoft Word, Microsoft Visio, Microsoft Project, Microsoft Teams, Microsoft PowerPoint, PowerPoint Design, Training Materials, Training, Training & Training Content Development, Mind Maps, Business Modeling, Revenue Modeling, Financial Statements, Business Models, Business Strategy, Startups, Go-to-market (GTM) Strategy, Cost Management, Time Management, Process Design, Process Control, Process Modeling, Marketing, Operations, Organizational Behavior (OB), Interpersonal Skills, Public Speaking, Risk Assessment, Performance Management, Key Performance Indicators (KPIs), Process Flows, Process Mapping, Process Redesign, Standard Operating Procedures Development, Reporting, Operational Assessments, Organization Assessment, Impact Assessment, GAP Analysis, Job Analysis, Organizational Change Management (OCM), Employee Engagement, Employee Communication, Process Analysis, Process Migration, Policies & Procedures Compliance, Systems & Procedures, Administrative Procedures, Risk, Talent Strategy, Sales Strategy, Change Leadership, Resource Management, Project Delivery, Human Capital Management, Human Capital Strategy, Process Improvement, Operations Improvement, Continuous Improvement, Productivity Improvement, Business Process Improvement (BPI), Operational Efficiency Improvement, Performance Improvement, Operating & Service Model Improvement, Process Documentation, Documentation, Service Planning, Productivity, Customer Success, Customer Support, Customer Experience, Customer Analysis, Customer Engagement, Customer Satisfaction, Customer Analytics, Policy Development, Leadership Training, Organizational Design, Job Descriptions, Projects, Employee Competence, Employee Relations, Strategic Planning & Execution, Talent Management, Business Process Analysis, Business Processes, Business Process Refinement, Business Process Optimization, Business Process Flow Diagrams, Business Process Management (BPM), Organizational Structure, Key Performance Metrics, Organizational Assessment, Sales, Go-to-market Plans, Competition Research, Competitive Strategy, B2B Partnerships, Business to Business (B2B), Process Management, Process Optimization, Business Process Modeling, Business Transformation, Operating Models, Target Operating Models, Management Consulting, Kanban, Lean, Agile, Agile Project Management, Waterfall Methodology, Confluence, Transformational Leadership, Program Management, Organizational Transformation, Financial Services, Quality Assurance (QA), Learning & Development
Business Improvement Manager | Acting HR Manager
2012 - 2016
Shaleem Petroleum Company
- Wrote a business plan, including the 3-year financial model, for starting a new transportation company and presented it to the board of directors.
- Constructed KPIs and strategic objectives for departments based on the business plan. Worked with and advised the management team on cascading the KPIs down to employees.
- Developed and implemented the new asset management system, processes, and procedures.
- Managed the company’s IT network functions, including servers, software, networking, emails, and databases.
- Implemented and managed a new behavioral safety management program across the company. To adopt it properly—developed and implemented a change management plan over six months.
- Served as the acting head of HR for tenure with the organization. Managed the HR strategy, operations, and team. Additionally, developed and launched numerous new HR initiatives to improve the company's human capital management and development.
- Mapped out the current processes and the future state of each department in the company. Developed a transition plan for the departments and project managed the plans until the transition was completed.
Focus areas: Change Management, Business Planning, Financial Modeling, Human Resources (HR), Key Performance Indicators (KPIs), Human Capital Strategy, Board Presentations, Change Leadership, Market Opportunity Analysis, Risk, Employee Competence, Employee Engagement, Employee Relations, Employee Communication, Employee Data Management, Organizational Design, Job Descriptions, Payroll & Benefits, Presentations, Presentation Design, Executive Presentations, Reports, Job Analysis, Projects, Project Tracking, Project Management, Project Controls, People Management, People Development, Microsoft Word, Microsoft Excel, Needs Analysis, Strategic Planning & Execution, Training Workshops, Training & Training Content Development, Training, Performance Management, Career Coaching, Talent Strategy, Talent Management, Recruitment, Administrative Procedures, Process Flows, Process Design, Process Mapping, Process Modeling, Process Redesign, Process Analysis, Process Control, Process Improvement, Business Process Improvement (BPI), Business Process Analysis, Business Processes, Business Process Refinement, Business Process Optimization, Business Process Flow Diagrams, Business Process Management (BPM), Business Process Re-engineering, Process Documentation, Performance Improvement, Organization Assessment, Organizational Behavior (OB), Organizational Structure, Operations Improvement, Key Performance Metrics, Human Capital Management, Interpersonal Skills, Operations, Training Materials, GAP Analysis, Impact Assessment, Organizational Assessment, Standard Operating Procedures Development, Continuous Improvement, Documentation, Organizational Change Management (OCM), Policies & Procedures Compliance, Process Migration, Productivity Improvement, Risk Assessment, Project Delivery, Public Speaking, Service Planning, Operational Assessments, Policy Development, Reporting, Microsoft Visio, Microsoft PowerPoint, Strategy, Market Entry, Industry Analysis, Market Research, Mind Maps, Business Modeling, Revenue Modeling, Financial Statements, Business Models, Business Strategy, Employee Experience, Cost Management, Time Management, Finance, Feasibility Studies, B2B, Client Management, Client Success, Client Relationship Management, Systems & Procedures, Sales Strategy, Resource Management, Operational Efficiency Improvement, Operating & Service Model Improvement, Productivity, Leadership Training, Client Presentations, PowerPoint Design, Financials, Business Plan Consulting, Analysis, Strategic Planning, Startups, Go-to-market (GTM) Strategy, Go-to-market Plans, Competition Research, Competitive Strategy, Business to Business (B2B), Process Management, Process Optimization, Business Process Modeling, Business Transformation, Operating Models, Target Operating Models, Lean, Agile, Agile Project Management, Waterfall Methodology, Confluence, Transformational Leadership, Program Management, Organizational Transformation, Structure & Organizational Design, Learning & Development
Caretaker | HR Manager and Advisor
2014 - 2015
Oman Society for Petroleum Services (OPAL)
- Developed and managed the change management plan to help the organization transition from old to new organizational structures.
- Redesigned the certification process and led the team in building the online platform for certifying the organization's members. This included mapping the current process and the future state processes; then project managing the transition.
- Managed the online portal design and development project for member companies' newly re-designed HR and HSE certification process.
- Advised the board of directors on revising the salary structure in response to their desired new organizational structure.
- Wrote the job descriptions for the new organizational structure.
- Implemented performance appraisals and reviews with each employee and collaborated with them to develop career plans to best fit into the new organization.
Focus areas: Human Resources (HR), Organizational Design, Job Descriptions, Payroll & Benefits, People Management, Change Management, Change Leadership, Performance Management, Business Strategy, Process Design, Process Modeling, Employee Engagement, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Mind Maps, Microsoft Visio, Organizational Behavior (OB), Interpersonal Skills, Public Speaking, Business Planning, Needs Analysis, Key Performance Indicators (KPIs), Process Flows, Process Mapping, Process Redesign, Standard Operating Procedures Development, B2B, Client Relationship Management, Presentations, Board Presentations, Presentation Design, Executive Presentations, Operational Assessments, Organization Assessment, Impact Assessment, GAP Analysis, Job Analysis, Organizational Change Management (OCM), People Development, Employee Communication, Time Management, Process Control, Process Analysis, Process Migration, Policies & Procedures Compliance, Systems & Procedures, Administrative Procedures, Talent Strategy, Project Delivery, Project Tracking, Project Controls, Human Capital Management, Human Capital Strategy, Process Improvement, Operations Improvement, Continuous Improvement, Productivity Improvement, Business Process Improvement (BPI), Operational Efficiency Improvement, Performance Improvement, Operating & Service Model Improvement, Process Documentation, Documentation, Productivity, Customer Success, Policy Development, Training Workshops, Leadership Training, Projects, Project Management, PowerPoint Design, Market Research, Strategic Planning, Employee Competence, Employee Relations, Employee Data Management, Career Coaching, Talent Management, Business Process Analysis, Business Processes, Business Process Refinement, Business Process Optimization, Business Process Flow Diagrams, Business Process Management (BPM), Organizational Structure, Key Performance Metrics, Organizational Assessment, Process Management, Process Optimization, Business Process Modeling, Business Transformation, Target Operating Models, Lean, Organizational Transformation, Structure & Organizational Design, Learning & Development
Senior Consultant
2011 - 2012
Rikaz Global
- Developed a three-year HR strategy for Oman's largest catering and facilities management company.
- Advised a government organization on a plan for reducing staff without terminating local nationals.
- Consulted a company on improving knowledge transfer from expats and managers to direct reports.
- Developed and delivered training courses on various topics like business writing, public speaking, and presentations.
Focus areas: Human Resources (HR), Business Planning, Change Management, Talent Strategy, Training Materials, Training, Training & Training Content Development, Employee Engagement, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Organizational Behavior (OB), Interpersonal Skills, Public Speaking, Performance Management, Process Flows, Process Mapping, Standard Operating Procedures Development, B2B, Client Management, Client Success, Client Relationship Management, Presentations, Presentation Design, Executive Presentations, Job Analysis, Process Design, Process Control, Process Modeling, Process Analysis, Systems & Procedures, Project Delivery, Human Capital Management, Human Capital Strategy, Process Improvement, Productivity Improvement, Performance Improvement, Process Documentation, Documentation, Training Workshops, Leadership Training, Projects, PowerPoint Design, Client Services, Employee Competence, Career Coaching, Talent Management, Business Process Analysis, Business Processes, Business Process Refinement, Business Process Flow Diagrams, Organizational Structure, Key Performance Metrics, Sales, Structure & Organizational Design, Learning & Development
Senior Advisor
2009 - 2011
Omantel
- Established two departments: career management and performance management. Constructed the system, processes, and policies; defined job responsibilities; developed the staff; and gained buy-in from the board of directors and senior executive team.
- Constructed and managed a 3-year change management program to transition the company to a performance-based culture as per the board's vision.
- Project managed the development and implementation of the new performance management system to meet the unique needs and culture of the company while preparing the company to achieve its defined strategy set by the board.
- Advised and guided the management team (workshops and individually) on how best to cascade KPIs from the corporate strategy down to the employees and project managed the cascading process.
- Constructed a sales incentive plan to meet their specific culture and lack of data collection on each sales representative for the retail consumer department of 400+ staff.
- Made a business plan, including a 3-year financial model, for establishing a subsidiary technical training company, which was approved and implemented successfully by the board.
- Created and implemented a corporate-wide succession program, both from expatriate experts to local nationals, and prepared replacements for key positions. Developed the policies, procedures, and trained the company on adoption.
- Advised and assisted with the development of the HR policies and procedure manual.
- Set up the internal communications department. Managed the department for the first three months while developing and coaching the new full-time head of the department.
- Developed, managed, and facilitated various internal soft skills training programs, including a leadership development program.
Focus areas: Change Management, Business Planning, Human Resources (HR), Key Performance Indicators (KPIs), Talent Strategy, Talent Management, Organizational Design, Organization Assessment, Job Descriptions, Job Analysis, People Management, People Development, Training Workshops, Presentations, Policies & Procedures Compliance, Organizational Structure, Standard Operating Procedures Development, Policy Development, Process Documentation, Process Improvement, Resource Management, Organizational Change Management (OCM), Organizational Behavior (OB), Organizational Assessment, GAP Analysis, Interpersonal Skills, Microsoft Visio, Impact Assessment, Human Capital Management, Training, Training & Training Content Development, Training Materials, Leadership Training, Diversity Awareness & Sensitivity Training, Voice of the Customer (VoC), Employee Experience, Process Design, Process Control, Process Modeling, Employee Engagement, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Mind Maps, Strategy, Operations, Public Speaking, Financial Modeling, Feasibility Studies, Needs Analysis, Performance Management, Process Flows, Process Mapping, Process Redesign, Board Presentations, Presentation Design, Executive Presentations, Reports, Reporting, Operational Assessments, Employee Communication, Time Management, Process Analysis, Process Migration, Systems & Procedures, Administrative Procedures, Sales Strategy, Change Leadership, Project Delivery, Project Tracking, Project Controls, Human Capital Strategy, Continuous Improvement, Productivity Improvement, Business Process Improvement (BPI), Performance Improvement, Operating & Service Model Improvement, Documentation, Service Planning, Productivity, Customer Support, Market Opportunity Analysis, Payroll & Benefits, Projects, Project Management, PowerPoint Design, Financials, Market Research, Business Plan Consulting, Analysis, Strategic Planning, Employee Competence, Employee Relations, Employee Data Management, Strategic Planning & Execution, Career Coaching, Business Process Analysis, Business Processes, Business Process Refinement, Business Process Optimization, Business Process Flow Diagrams, Business Process Management (BPM), Key Performance Metrics, Sales, Sales Training, Business Models, Startups, Go-to-market (GTM) Strategy, Go-to-market Plans, Competition Research, Competitive Strategy, B2B Partnerships, Business to Business (B2B), Process Management, Process Optimization, Business Process Modeling, Business Transformation, Operating Models, Target Operating Models, Lean, Agile, Agile Project Management, Waterfall Methodology, Confluence, Program Management, Organizational Transformation, Structure & Organizational Design, Learning & Development
Business Improvement Advisor | Acting Branch Manager II
2008 - 2009
CSA, LTD.
- Developed and implemented a system to consolidate nine departments and centralize all the company's training into one department that trained 7500+ employees.
- Constructed and managed the change management plan over six months for this significant change in the company's training functions.
- Led the internal communications group and served as the managing editor to plan, write, layout, and publish weekly and monthly publications and other communication deliverables.
- Managed the soft-skills training team to develop, improve, and deliver the soft-skill and mandatory government courses.
- Developed and facilitated the management training and development program.
Focus areas: Business Planning, Change Management, Business Process Analysis, Business Process Improvement (BPI), Business Process Management (BPM), Business Process Optimization, Business Process Re-engineering, Business Process Refinement, Business Processes, Continuous Improvement, Documentation, GAP Analysis, Human Capital Management, Human Resources (HR), Impact Assessment, Interpersonal Skills, Job Descriptions, Key Performance Indicators (KPIs), Microsoft Excel, Microsoft PowerPoint, Microsoft Visio, Mind Maps, Operational Assessments, Operations Improvement, Organizational Behavior (OB), Organizational Change Management (OCM), People Management, Performance Improvement, Policies & Procedures Compliance, Policy Development, Process Documentation, Process Improvement, Process Migration, Project Delivery, Public Speaking, Reporting, Resource Management, Standard Operating Procedures Development, Talent Management, Talent Strategy, Training, Training & Training Content Development, Training Materials, Training Workshops, Employee Communication, Time Management, Process Design, Process Control, Process Modeling, Microsoft Word, Finance, Strategy, Operations, Needs Analysis, Performance Management, Process Flows, Process Mapping, Process Redesign, Presentations, Presentation Design, Executive Presentations, Reports, Organization Assessment, Job Analysis, People Development, Process Analysis, Systems & Procedures, Administrative Procedures, Change Leadership, Project Tracking, Project Controls, Human Capital Strategy, Productivity Improvement, Operating & Service Model Improvement, Productivity, Leadership Training, Employee Engagement, Projects, Project Management, PowerPoint Design, Employee Competence, Employee Relations, Strategic Planning & Execution, Career Coaching, Business Process Flow Diagrams, Key Performance Metrics, Diversity Awareness & Sensitivity Training, Process Management, Process Optimization, Business Process Modeling, Business Transformation, Operating Models, Target Operating Models, Lean, Agile, Agile Project Management, Waterfall Methodology, Confluence, Organizational Transformation, Learning & Development
Owner, Senior Consultant
2007 - 2008
Self-employed
- Developed and facilitated corporate training on management, leadership, teamwork, customer service, effective communication, conflict management, and employee development.
- Conducted process consulting engagements with organizations to develop and streamline internal business processes.
- Consulted with a Montessori school on growth strategies and developed an expansion strategy for them.
- Worked with companies on using measurements to further their strategies: what to measure, best methods to measure, setting up processes required for measurements, and how best to incorporate them into better management decisions.
Focus areas: Customer Service, Change Management, Training, Training & Training Content Development, Training Materials, Training Workshops, Leadership Training, Sales Training, Microsoft Excel, Mind Maps, Process Documentation, Process Improvement, Business Process Improvement (BPI), Process Design, Microsoft Word, Microsoft PowerPoint, Accounting, Strategy, Organizational Behavior (OB), Interpersonal Skills, Public Speaking, Business Planning, Needs Analysis, Performance Management, Human Resources (HR), Key Performance Indicators (KPIs), Process Flows, Process Mapping, Process Redesign, Standard Operating Procedures Development, Client Management, Client Relationship Management, Presentations, Presentation Design, Executive Presentations, Reports, Process Control, Process Modeling, Process Analysis, Systems & Procedures, Project Delivery, Productivity Improvement, Performance Improvement, Documentation, Market Entry, Projects, PowerPoint Design, Client Services, Employee Competence, Talent Management, Business Process Analysis, Business Processes, Business Process Refinement, Business Process Optimization, Business Process Flow Diagrams, Business Process Management (BPM), Key Performance Metrics, Financial Statements, Learning & Development
Process Manager | Customer Process Consultant
2002 - 2007
Reynolds & Reynolds
- Reduced software delivery costs by 27% by constructing an implementation analysis of the financial and non-quantitative impact of five delivery options and pinpointing the lowest cost option.
- Expanded annual revenue by $765,000 by recovering lost business with 20 customers.
- Increased customer retention by 35% by analyzing 200 issues and co-developing a troubleshooting guide.
- Designed a new on-the-job training program and presented it to the board. The company implemented the program for 270+ field employees.
- Managed a team of four associates during the pilot and general release periods for one software solution.
- Produced a product gap analysis that was later adopted as the company standard.
- Co-developed a CRM solution, which Mercedes-Benz adopted as its standard to certify its auto dealerships.
- Advised the executive continuous improvement team on strategies and improvements, yielding a 65% increase in customer satisfaction survey results within six months.
- Consulted small to mid-sized businesses through digital transformations: redesign and mapping their processes, managed to change the management plan, and then trained the staff.
- Worked on 100+ engagements and maintained a client satisfaction level above 98%.
Focus areas: Change Management, Customer Service, Business Planning, Change Leadership, Business Process Analysis, Business Process Improvement (BPI), Business Process Management (BPM), Business Process Optimization, Business Process Re-engineering, Business Process Refinement, Business Processes, Continuous Improvement, Documentation, GAP Analysis, Impact Assessment, Interpersonal Skills, Key Performance Indicators (KPIs), Microsoft Excel, Microsoft PowerPoint, Microsoft Visio, Mind Maps, Operational Assessments, Operations Improvement, Organizational Behavior (OB), Organizational Change Management (OCM), People Management, Performance Improvement, Policies & Procedures Compliance, Policy Development, Process Documentation, Process Improvement, Process Migration, Project Delivery, Public Speaking, Reporting, Resource Management, Standard Operating Procedures Development, Training, Training & Training Content Development, Training Materials, Training Workshops, Employee Communication, Client Management, Client Relationship Management, Client Success, Digital Transformation, Voice of the Customer (VoC), Customer Experience, Process Design, Process Control, Process Modeling, Microsoft Word, Finance, Operations, Financial Modeling, Needs Analysis, Performance Management, Process Flows, Process Mapping, Process Redesign, B2B, Presentations, Presentation Design, Executive Presentations, Reports, Job Analysis, People Development, Time Management, Process Analysis, Systems & Procedures, Administrative Procedures, Matrix Management, IT Projects, Project Tracking, Project Controls, Productivity Improvement, Operational Efficiency Improvement, Operating & Service Model Improvement, Service Planning, Productivity, Customer Success, Customer Support, Customer Analysis, Customer Engagement, Customer Satisfaction, Customer Analytics, Leadership Training, Employee Engagement, Client Presentations, Projects, Project Management, PowerPoint Design, Client Services, Client Relations, Employee Competence, Business Process Flow Diagrams, Key Performance Metrics, SaaS, B2B2C, Business to Business to Consumer (B2B2C), B2B Partnerships, Process Management, Process Optimization, Business Process Modeling, Business Transformation, Software as a Service (SaaS), Program Management, Enterprise Resource Planning (ERP), System Integration, Enterprise Software, Organizational Transformation, Go-to-market (GTM) Strategy, Product Launch, B2C, Business to Consumer (B2C), Mobile Apps, Digital Solutions, Product Management, User Experience (UX), Quality Assurance (QA), Learning & Development
Team Leader | Senior Registered Representative
2001 - 2002
Woodbury Financial Services (Hartford Insurance)
- Ranked third in the nation in sales after three months with the company.
- Earned two promotions in six months and served in a sales leadership position, managing a team of seven associates.
- Discovered a tax-advantaged investment vehicle for small business owners, which resulted in many new clients.
- Built a bankbook from scratch to 550 prospects and clients in six months.
Focus areas: Finance, Investing, People Management, Sales, Sales Strategy, Sales Training, Microsoft Word, Microsoft Excel, Interpersonal Skills, Public Speaking, Standard Operating Procedures Development, Presentations, Reporting, Systems & Procedures, Process Improvement, Performance Improvement, Documentation, Training & Training Content Development, Training Materials, Training Workshops, Client Presentations, Markets, PowerPoint Design, Business Processes
Education
2000 - 2002
Master's Degree in Business Administration (MBA)
Regent University - Virginia Beach, VA, USA
1996 - 2000
Bachelor's Degree in Organizational and Interpersonal Communications
Oral Roberts University - Tulsa, OK, USA
Skills
Finance
Financial Modeling, GAP Analysis, Cost Management, Risk, Market Opportunity Analysis, Market Research, Revenue Modeling, Due Diligence, DCF Valuation, Valuation, Accounting
Output Software
Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Project
Industry Expertise
Financial Services
Other
Mind Maps, Microsoft Visio, Strategy, Customer Service, Operations, Organizational Behavior (OB), Interpersonal Skills, Public Speaking, Business Planning, Feasibility Studies, Needs Analysis, Performance Management, Human Resources (HR), Key Performance Indicators (KPIs), Process Flows, Process Mapping, Process Redesign, Change Management, Standard Operating Procedures Development, B2B, Client Management, Client Success, Client Relationship Management, Presentations, Board Presentations, Presentation Design, Executive Presentations, Reports, Reporting, Operational Assessments, Organization Assessment, Job Analysis, Organizational Change Management (OCM), People Management, People Development, Employee Engagement, Employee Communication, Time Management, Process Design, Process Control, Process Modeling, Process Analysis, Process Migration, Policies & Procedures Compliance, Systems & Procedures, Administrative Procedures, Talent Strategy, Change Leadership, Matrix Management, Project Delivery, Project Tracking, Project Controls, Human Capital Management, Human Capital Strategy, Process Improvement, Operations Improvement, Continuous Improvement, Productivity Improvement, Business Process Improvement (BPI), Operational Efficiency Improvement, Performance Improvement, Operating & Service Model Improvement, Process Documentation, Documentation, Service Planning, Productivity, Customer Success, Customer Support, Customer Experience, Customer Analysis, Customer Engagement, Customer Satisfaction, Customer Analytics, Training, Training & Training Content Development, Training Materials, Training Workshops, Leadership Training, Organizational Design, Job Descriptions, Client Presentations, Projects, Project Management, PowerPoint Design, Business Plan Consulting, Analysis, Strategic Planning, Client Services, Client Relations, Microsoft Teams, Employee Competence, Employee Relations, Strategic Planning & Execution, Career Coaching, Talent Management, Business Process Analysis, Business Processes, Business Process Refinement, Business Process Optimization, Business Process Flow Diagrams, Business Process Management (BPM), Business Process Re-engineering, Organizational Structure, Key Performance Metrics, Organizational Assessment, Digital Transformation, Business Modeling, Financial Statements, Business Models, Business Strategy, Startups, Go-to-market (GTM) Strategy, Voice of the Customer (VoC), Employee Experience, SaaS, Go-to-market Plans, B2B2C, Competition Research, Competitive Strategy, B2B Partnerships, Business to Business (B2B), Process Management, Process Optimization, Business Process Modeling, Business Transformation, Operating Models, Target Operating Models, Management Consulting, Lean, Transformational Leadership, Program Management, Enterprise Software, Organizational Transformation, Product Launch, B2C, Business to Consumer (B2C), Mobile Apps, Business to Business to Consumer (B2B2C), Customer Relationship Management (CRM), Learning & Development, Marketing, Finance, Risk Assessment, Investing, Python 3, Impact Assessment, Sales Strategy, Resource Management, IT Projects, Policy Development, Payroll & Benefits, Market Entry, Markets, Competitor Analysis & Profiling, Industry Analysis, Financials, DCF Modeling, Business Continuity, Business Continuity & Disaster Recovery (BCDR), Employee Data Management, Recruitment, Diversity Awareness & Sensitivity Training, Sales Training, Sales, Kanban, Agile, Agile Project Management, Waterfall Methodology, Confluence, Software as a Service (SaaS), Enterprise Resource Planning (ERP), System Integration, User Experience (UX), Digital Solutions, ERP Implementation, Structure & Organizational Design, Quality Assurance (QA), Product Management, Litify, Internal Communications
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