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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary
Jill has a professional career that reflects over 20 years of communications, management, training, organizational development and change management strategies in highly competitive and data centric environments. She has proven experience in planning, developing and implementing strategies, to satisfy desired performance goals. Jill has an extensive knowledge of and experience in organizational development and change management methodologies. She is also a demonstrated Technical Writer of end user training documentation, technical and functional specifications for such clients as District of Columbia Public Schools (DCPS); Metropolitan Police Department (MPD); District of Columbia Government; Montgomery County Government (MPG); Health Care Finance Administration (HCFA) now Centers for Medicare Services (CMS) and the State of Maryland government.
Skills
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Experience
Sr. OCM Consultant, 01/2016 to 02/2018
Konica MinoltaNew York City, NY,
  • More than 20 years of communications, management, training, organizational development and change management 15 years of successful track record transforming behavioral operations of local and federal government operations 15 years of instructional design, computer based training development and platform training.
  • Expertise Organizational development and change management Strategic communication messaging Technical writing Instructional design Technical training design and implementation Marketing brand management.
  • Oversee and lead any change management projects, including the researching, implementation and assessment from start to finish.
  • Manage and develop internal and external project communications.
  • Ensure project goals are met and executed by working with numerous internal resources.
  • Mentor and support junior team members and assign tasks where relevant.
  • Long term relationship building with both clients and colleagues.
  • Acknowledge and address any client issues and resolve these with the intent of exceeding client expectation.
  • Help with and lead engagement activities for internal organizational development and change management.
  • Identify suitable communication strategies and build on them, review and execute them.
  • Develop and deliver reports to the executive management team.
Sr. Consultant, 10/2016 to 02/2018
Citigroup Inc.Kansas City, MO,
  • For unemployment insurance reform for the State of Maryland and West Virginia, responsible for: Application of a structured change methodology and lead change management activities Support change management at the organizational level Support communication efforts Assessing the change impact and resistance to develop corrective strategies Identifying and managing anticipated resistance Supporting training design, development and delivery Consulting and coaching state leadership and project teams Defining and measuring success metrics and monitoring change progress Supporting and engaging senior leaders in the initiative Managing and engaging stakeholders at all levels Completing change management assessments Identifying, analyzing and preparing mitigation tactics for risk management Supporting organizational design and defining roles and responsibilities Evaluating and ensuring user readiness Managing the portfolio and change load Tracking and reporting issues Coaching managers and supervisors.
  • Handled complex problems and issues by understanding root cause of issue and implementing solutions.
  • Directed and coordinated work completed by junior consultants and other consultants.
  • Assessed clients' needs and created plan of action to provide business solutions.
  • Used clients' requirements to develop targeted solutions to fit specific needs.
  • Established quality standards and performed work according to project schedules.
  • Worked hard daily to promote exemplary level of tailored service to each customer, whether through email, by phone or in person.
  • Identified issues requiring improvement and set processes in place to remedy concerns.
  • Worked closely with all stakeholders to identify business issues.
  • Coordinated with appropriate departmental staff members to assign proper procedures for project implementation and strategic aim.
  • Implemented needs assessment mechanisms to identify demand for products and services.
  • Recommended key updates to system software based on performance data, user feedback and integrated software enhancements.
  • Updated stakeholders on key project milestones with regular verbal and written reports.
Sr. OCM Consultant, 09/2016 to 02/2018
Bickford Senior LivingMuscatine, IA,
VP, 06/2008 to 09/2016
, ,
  • Direct the creation and execution of marketing & business development plans, including establishment of annual revenue targets Identify, classify, prioritize and manage a sales pipeline of prospective and current government, corporate, association and foundation clients Identify and manage the pursuit of government grant and contract opportunities Recruit, manage and evaluate the activities of Business Development efforts Develop and oversee the development and production of marketing collateral that supports business development efforts Engage directly with identified government, business and foundation prospects and clients, seeking new and expanded business relationships Manage the drafting, review and corporate approval of business/project proposals and budgets Direct and oversee development and production of catalogs, brochures, flyers and direct mail materials.
, 11/2015 to 12/2015
, ,
  • Short-term (6 Week) assignment with MD DHMH Board of Pharmacy to assess organizational structure, roles and responsibilities, and to make recommendations to improve its performance and productivity.
, 06/2008 to 12/2015
Bickford Senior Living, ,
, 11/2013 to 12/2014
Bickford Senior Living, ,
Senior Consultant, 11/2013 to 12/2014
, ,
  • Provided consulting expertise in discrete lines of business and corporate function engagements to large scale enterprise transformation initiatives to include: FAA Organizational Design and Change Management SEVP Case Analysis and Adjudication Communication strategies and plans to promote organizational alignment toward critical business objectives and outcomes Development of executive PPT presentations, contract proposals and Statements of Work (SOWs) Definition of future state organization design principles and guidelines to maximize effectiveness, consistency and alignment across organizations Coached other professionals and clients in the application of change management methodologies and tools on projects/initiatives Provided subject matter expertise in the discipline of Organizational Development and Change Management to further develop internal team capabilities and client understanding Accomplished financial objectives by forecasting requirements; preparing an annual budget, scheduling expenditures, and initiating corrective actions Worked independently and with others to identify issues and develop strategies and resolutions to business challenges Set standards; creates templates and tools for the Human Performance Practice and related areas CACI.
, 09/2012 to 07/2013
, ,
Change Management Expert, Lead, 09/2012 to 07/2013
, ,
  • Created and designed Strategic Communication, Stakeholder Analysis, Change Management and Workforce Impact plans Developed and implemented the strategy for positioning, branding and enhancing the reputation of Washington Area Metro Administration (WMATA) through its conversion from legacy applications to Oracle Enterprise Business Systems (EBS) Provided content and assisted with the production of a monthly newsletter Lead OCM activities for NIH Financial legacy system transition to proprietary Oracle eBusiness financials (NIH Business System) Analyzed system and policy changes to determine communication needs, business processes and organizational impacts Oversaw development of end user training documentation and made edits using UPK Worked with internal organizations to effectively deal with large communication and process changes in their businesses Analyzed system and policy changes to determine business processes and organizational impacts.
, 06/2012 to 09/2012
, ,
UPK Developer, 06/2012 to 09/2012
, ,
  • Developed course content for Oracle e-Business Suite (EBS), Accounts Payable (AP), Procurement Operations (PO) and other assigned modules.
  • Collaborated with business/functional leads to modify test scripts using UPK, to be used in multiple test cycles (system, system integration, user acceptance, etc.) Collaborated with SMEs and leads on business process and policy content for training materials Created detailed Business Process Documents to support training materials Created and adhered to detailed training development schedules for all assigned topics Identified and validated training topics/courses Created UPK training materials based on established standards Edited and finalized UPK training materials based on peer and SME reviews Created content packages for publishing to LMS, as needed Conducted peer reviews on UPK content developed by others, as needed.
, 01/2012 to 05/2012
Informatica, ,
, 01/2012 to 05/2012
, ,
  • Developed the program strategy for communicating IT Internal Stakeholder Experience and executing the Systems Separation Team (SST) Program Communication Plan to ensure that information was timely, accurate and consistent across 6 project streams consisting of a collective 122 projects Managed leadership to SST Program Communications work streams, provided oversight for the writing, production and dissemination of SST Program communications Developed and maintained strong working relations with Communication and Organizational Change Management (OCM) stream leads and provided coordinated services to program sponsored events Managed timely answers to stakeholder frequently asked questions (FAQs) and their input into the organization's IT Knowledge Center (IT KC) Established and maintained oversight of project stream scorecards and dashboards to provide accurate and timely status of organizational readiness Provided day to day communication strategy and management of organizational readiness work streams District of Columbia, Office of Financial Operations Systems.
, 01/2008 to 06/2008
Bickford Senior Living, ,
OCM Lead, 01/2008 to 06/2008
, ,
  • Functional POC for the design and integration of Change Management methodology for Manufacturing and Supply Chain Oracle implementation Developed and implemented strategic communications, training and organizational change management approach Developed and implemented project newsletter, posters and marketing campaign Recruited, selected and managed contract team of Technical Writers using Oracle User Productivity Kit (UPK) to develop end user training materials for Oracle e-Business suite of applications Managed all training and communication activities for 7 major divisions which included Strategic Communication Planning, Design and Implementation, Needs Assessment, Curriculum Design, Training Plans, and End User documentation using UPK Assisted in populating the Oracle Training Instance to support training exercises Engaged stakeholders to understand needs, communicate project information, and gain acceptance of system and process changes Designed and managed direct activities of client Subject Matter Experts (SMEs).
  • Collaborated with client to implement desired change successfully and cost effectively.
, 04/2007 to 11/2007
Bickford Senior Living, ,
Senior Consultant, 04/2007 to 11/2007
, ,
  • Functional POC for the design and integration of District of Columbia Public Schools (DCPS) proprietary reporting and tracking systems (DCSTARS) for executive to end user audiences Wrote standard operating procedures (SOPs) and end user training materials Conducted analysis of DCPS reporting and business processes and applied a working knowledge of existing policies, procedures and information flow to DCSTARS solution.
  • Trained client personnel (exempt and non-exempt) in technical and functional component of the DCSTARS application District of Columbia Government.
, 12/2006 to 04/2007
, ,
OCM Lead, 12/2006 to 04/2007
, ,
  • Functional lead for readiness activities relative to PeopleSoft Payroll implementation Provided leadership and vision in proposing and implementing Communication, Change Management, Training Plans and strategies Wrote quarterly newsletter and designed project branding and communication campaign Analyzed payroll processes applying working knowledge of existing payroll policies, processes, procedures and information flow to PeopleSoft Payroll module Planned and executed executive to end user stakeholder meetings; interviews and status reports Interviewed, hired and trained project personnel in the use of the PeopleSoft Payroll module, readiness activities and managed completion of their assigned tasks.
, 08/2006 to 12/2006
Bickford Senior Living, ,
Developer & Trainer, 08/2006 to 12/2006
, ,
  • Provided leadership and vision in proposing and implementing training solutions for marketing and business development strategies.
  • Provided design, analysis and implementation of organization's project and change management methodologies.
  • Developed the organization's train-the-trainer program and wrote all training materials.
, 02/2006 to 05/2006
Bickford Senior Living, ,
Senior Consultant, 02/2006 to 05/2006
, ,
  • Functional POC for design and integration of DCPS proprietary procurement system PASS (Procurement Automated Support System).
  • Provided leadership and vision to propose and implement solutions for conversion of Capital Purchase Orders (POs) into customized ARIBA Buyer solution.
  • Analyzed DCPS procurement business processes and applied a working knowledge of existing procurement policies, procedures and information flow to ARIBA Buyer Supplier (Spend Management) solution.
  • Trained project and client personnel (exempt and non-exempt) in technical and functional components of the ARIBA solution to transition DCPS from a legacy application to Oracle based technology.
, 01/2002 to 01/2005
Bickford Senior Living, ,
  • CPS Professional Services.
, 10/2001 to 07/2002
, ,
SEI/CMM Consultant, 10/2001 to 07/2002
, ,
  • Designed and implemented a software process improvement plan to move the IRS software development organization to level 2 of the Capability Maturity Model (CMM) Built software process infrastructure Conducted feasibility studies and assessed risks Established Software Process Improvement (SPI), Change Management and Communication Plans along with Process Asset Library (PAL) Collaborated with senior management and worked with developers to coordinate change processes and conduct software baseline audits Created standard reports documenting SPI activities and maintenance of Project Work Breakdown Schedule (WBS) Designed, developed and implemented the on-line policy and procedures documentation for CMM Level 2 activities.
, to
Cgi Group Inc., ,
  • General Dynamics Canada District of Columbia Public Schools District of Columbia Government World Adult Kickball Association District of Columbia Government Public Schools.
Education and Training
Bachelors of Science: Communications, Expected in 1981
Florida State University - ,
GPA:
Communications
Skills
Microsoft Office Tools: Word, Excel, PowerPoint, Visio Collaboration & Content/Knowledge Management Tools: SharePoint, Lync, WebEx Connect Project Management Tools: Microsoft Project,Maturity Models Requirements Development and Management: Rational Requisite-Pro, Rational Requirements Composer, Agile, Waterfall, and hybrid methodologies Testing and Quality Management: Rational Test Manager, Rational Functional Tester, User Acceptance Testing Database Technologies: SQL, Oracle, IBM DB2
Activities and Honors

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Resume Overview

School Attended
  • Florida State University
Job Titles Held:
  • Sr. OCM Consultant
  • Sr. Consultant
  • Sr. OCM Consultant
  • VP
  • Senior Consultant
  • Change Management Expert, Lead
  • UPK Developer
  • OCM Lead
  • Senior Consultant
  • OCM Lead
  • Developer & Trainer
  • Senior Consultant
  • SEI/CMM Consultant
Degrees
  • Bachelors of Science

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