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Director, Change Management & Communications Resume Example

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DIRECTOR, CHANGE MANAGEMENT & COMMUNICATIONS
Professional Summary
  • PROJECT SPECIFIC PERFORMANCE HIGHLIGHTS
  • Lead a CSD conversion of 800+ locations in 6 months. Collected, tracked, and facilitated communications across vendors, franchisees, and internal teams to ensure smooth conversion. Project completed 3 months ahead of schedule to coincide with a National Menu Deployment.

Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry].

Work History
Company Name- Director, Change Management & Communications
City, State10/2019 - Current
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Restructured procedures through coordination with [Job title] to create and execute projects.
  • Evaluated current processes to develop improvement plans.
  • Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
Company Name- Manager, Internal Communications
City, State04/2016 - 10/2018
  • Planned and executed effective internal communications and engagements campaigns to educate employees about [Type] initiatives.
  • Collaborated with corporate departments, including [Type] to create and implement internal communications such as [Type] for employees of [Type] company.
  • Solicited and publicized [Type] stories from employees to build story of company.
  • Used [Software] to create eloquent, visually appealing content for [Type] communications.
  • Created, wrote and revised content for [Type] programs and events.
  • Produced internal communications for [Type] projects.
Company Name- Business Systems Analyst
City, State03/2014 - 03/2016
  • Manage all activities for assigned projects for Oracle Teleservices and Hyperion including system staging, testing, training documents, and implementation.
  • Manage and Align Oracle Teleservices and Hyperion system processes with business process to ensure no breaks in system, processes and reporting.
  • Responsible for ensuring Oracle Teleservices and Hyperion system changes are aligned within business needs and system process.
  • Create and update OBIEE reporting relevant to Customer Service.
  • Reporting can be agent specific and/or system specific to identify any break in system process or business process.
  • Create/Update BR100, MD50, MD50R as required by business enhancement Oracle requests or defects.
  • Facilitated process improvement in both business process and system processes to close data gaps as needed.
  • Published Oracle Teleservices system SOPs to support business processes.
  • Responsible for ensuring Hyperion system stability and daily Playbook tasks are successfully completed.
  • Including Financial Month End Report publishing.
  • Managed contractor to ensure proper prioritization of maintenance work and long-term Hyperion system stabilization tasks.
  • Helped deploy system enhancements to improve field operations.
  • Investigated and addressed [Type] system issues to enhance usability and improve functionality.
Company Name- Strategic Operations Implementation Specialist
City, State04/2006 - 03/2014
  • Liaison between IT and Operations.
  • Responsible for ensuring any IT initiatives are operationally implemented through thorough testing and implementations including but not limited training and execution.
  • Manage all activities for assigned projects for the IHOP System, which consists of over 1,500 restaurants and $158+ million in annual sales.
  • Designed and executed a system-wide roll-out plan for the International House Roast Coffee achieving all objectives on time and on budget.
  • Upgraded POS systems across 1,000+ locations in 9 months.
  • Optimized order entry, standardized operational procedures, and streamlined reporting across entire system.
  • New system will meet PCI compliance standards and enable cost control systems, inventory, and accurate data sales stream.
  • Launched a new house-branded beverage in over 1,300 locations nationwide.
  • Developed operational procedures, a complete roll-out process/guide, and quality service protocols.
  • Product exceeded sales projections by 6.2% and contributed to a 2% basis point improvement in profitability.
  • Revamped an entire product testing process impacting restaurants in test markets nationwide.
  • Introduced new data streams, testing protocols, and success criteria.
  • The program increased in pipeline capacity by 2% while reducing testing cost by 3.5%.
  • Redesigned data archive for entire department.
  • Consolidated 10 independent reporting data streams into a single, consolidated mining tool.
  • The process saved over 30 hours in processing allowing this time to be applied to over 2 new initiatives throughout the organization.
  • Created a system-wide calendar to support all operations for effective planning and execution.
  • Consolidated, scheduled and tracked all roll-out activities for 1,300 locations.
  • The process saved over 2% in travel and streamlined the planning for effective roll-outs.
  • Created reporting to reflect success of product testing.
  • Able to track product for success in both operations and in sales.
  • Increasing national pipeline 2+ years in advance and reducing $100K in costs.
Skills
  • CAREER FOCUS
  • Creation and stewardship of operational programs utilizing proven abilities for seeing the “big picture”, recognizing windows of opportunity, and producing solid return on investment. Skilled in diagnosing performance problems and creating measurable, impact-oriented solutions. Particularly effective in working cross-functionally and motivating team efforts in the achievement of company goals.
  • QUALIFICATIONS
  • Over 16 years of experience encompassing:
  • Strategic Planning
  • Team Leadership
  • Equipment Procurement
  • Test Market Management
  • Database Development
  • Budget Management
  • Data Mining & Analysis
  • Product Launch
  • Training & Development
  • Advertising, Processes
  • Budget Management, Procurement
  • Budget, Producing
  • Business processes, Profit
  • Business process, Project Management
  • Cost control, Protocols
  • Customer Service, Quality
  • Data management, Reporting
  • Data Mining, Sales
  • Database management, Six Sigma
  • Databases, Strategic Planning
  • Database Development
  • Financial
  • Hiring
  • Hyperion
  • Team Leadership
  • Office
  • Windows
  • Oracle
  • Process improvement
  • Staff Management
  • Business planning
  • Issues resolution
Education
Six Sigma Green Belt CertifiedOracle Teleservices System Admin Training
OracleDiploma: Computer Systems & Programming

Hyperion EPMA Training

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Resume Overview

School Attended

  • Oracle

Job Titles Held:

  • Director, Change Management & Communications
  • Manager, Internal Communications
  • Business Systems Analyst
  • Strategic Operations Implementation Specialist

Degrees

  • SixSigma Green Belt CertifiedOracle Teleservices System Admin Training
    Diploma : Computer Systems & Programming

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