Change Management Customer Experience

Amy Herman, MSOD, PCC

602-***-**** / ad7p7b@r.postjobfree.com / www.bridgelightccc.com

PROFESSIONAL HISTORY

CEO 5/2012-Present

Bridge Light Consulting, Coaching and Connecting, LLC

§ Design and facilitate staff offsites that build teamwork, gains clarity on mission, vision, and leads to action items that enhance customer experience and team cohesion.

§ Executive coach to individual clients and teams focused on leadership and career direction.

§ Work with clients to create effective updated organization design strategies.

§ Design and implement training and professional development programs for organizations.

§ Serve as the organization development and change management practitioner to organizations through coaching and consulting.

§ Consult and coach leaders on organization design strategies that align with company goals. Executive Strategy and Change Management Senior Associate 2/2024-Present Food and Drug Administration, Cherokee Federal Consultant

§ Facilitate organizational alignment around strategy, operating models, and support the design and implementation of the CDER C3TI Clinical Trial Innovation Program.

§ Assist in designing and facilitating meetings and workshops to ensure organizational alignment around strategy, operating model, and implementation approach/plan.

§ Contribute to the development of change management and communication plans for the program. Senior Organization Development and Change Management Practitioner 7/2021-9/2023 HUD Office of the Inspector General, Consultant

§ Design and facilitate an organization-wide change leadership program.

§ Develop and launch a change leadership community of practice group.

§ Design and facilitate strategic planning and team development offsites for diverse teams.

§ Co-lead a facilitation cohort that includes coaching staff to enhance facilitation skills.

§ Coach and consult with staff about training and development options based on competency growth areas. Director of Leadership and Organization Development / Senior Consultant 4/2021-2/2023 Harvest Healthcare

§ Designed and facilitated change management strategy for company-wide pending acquisition.

§ Designed and delivered leadership development program.

§ Facilitated leadership 360 assessment and leadership coaching sessions to drive results.

§ Facilitated executive leadership and career coaching for staff.

§ Designed and facilitated executive leadership offsite, resulting in enhanced leadership skills and alignment of team priorities.

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Senior Change Management, Organization Development and Learning Lead 10/2019-4/2021 CareFirst BlueCross Blue Shield FEPOC, Washington, DC

§ Designed, facilitated and evaluated learning solutions that enhanced change management and leadership skills throughout the organization.

§ Advised leadership on organizational change and effectiveness issues.

§ Partnered with program leadership and project implementation teams to achieve business goals through engagement of stakeholders, leading to adoptions of technical solutions.

§ Designed and led change management work, including stakeholder management, sponsorship and communications plans, training, change impact analysis, change readiness assessments, change leadership, and cultural alignment.

Organization Development and Strategic Communications Manager 1/2016-9/2019 HHS Office of the Inspector General, Contractor, Washington, DC

§ Designed and facilitated focus groups, brown bags, tiger teams, and other employee engagements activities.

§ Researched, developed, planned, and facilitated internal training programs focused on innovation and performance management.

§ Designed and facilitated executive meetings focused on team development, priority setting and accountability.

§ Provided support in developing and executing change management, communication and employee engagement plans to support the organizations business objectives.

§ Trained staff on how to facilitate engaging virtual education sessions.

§ Collaborated with technical subject matter experts to create data analytics tool trainings and resources that led to increased staff utilization.

§ Facilitated and managed an organization-wide cross component-rotation program. Employee Engagement and Empowerment Program Manager 2/2014-1/2016 USPS Office of the Inspector General, Contractor, Arlington, VA

§ Designed and facilitated organization wide tiger team sessions with staff to analyze and propose changes to the executive team.

§ Designed, implemented, and managed internal virtual and in-person employee engagement program.

§ Conducted ongoing strategic needs analyses, team building, and action planning, focusing on virtual education, engagement, and retention strategies.

§ Initiated and facilitated administrative and professional development discussions within a virtual platform, analyzing platform metrics and encouraging greater staff participation. Program Officer, Organization Development 10/2012-7/2013 Partnership for Jewish Life and Learning, Rockville, MD

§ Designed, administered and evaluated the Jewish Teen Social Entrepreneurship Program § Developed, implemented and evaluated the Families Connectors Community Plan.

§ Created and facilitated leadership development training for the teen leaders think tank for the organization. 3

Client Relationship and Outreach Manager 8/2009-5/2012 NTL Institute, Arlington, VA

§ Developed and implemented strategies and campaigns to increase market penetration and customer base for public programs, resulting in increased revenue.

§ Developed and administered surveys to assess client needs to ensure applicable course offerings.

§ Designed and facilitated monthly webinars comprised of NTL faculty and external partners.

§ Co-developed marketing materials and attended national organization development conferences and tradeshows to market NTL services contributing to increased client base.

§ Maintained relationships with NTL customer base as a method to develop new opportunities and leads. Organization Development Graduate Practicum Consultant 4/2009-8/2009 U.S. Department of Health and Human Services, Office of the Secretary, Washington, DC

§ Designed and administered a program evaluation strategy among stakeholders enabling program coordinators to better understand and increase the impact of HHS services within the Presidential Management Fellows (PMF) program.

§ Collected and analyzed data on behalf of HHS client that contributed to the development of a joint implementation action plan.

§ Facilitated action sessions that led to the development of program enhancements to include: networking session with senior staff; competency development for fellows; and a communication plan for the Office of Secretary staff to enhance visibility and benefits of the PMF program. Workforce Resources Specialist 9/2008-4/2009

U.S. Department of Health and Human Services, NIH, NHLBI, Washington, DC

§ Designed and implemented employee engagement, retention enhancements and interventions that resulted in promoting organizational effectiveness and appreciation of staff.

§ Collaborated with management team to define and analyze operating processes and organizational needs in areas to include: employee recognition, motivation, team building, performance management, and position competency development, leading to the identification and leveraging of best practices.

§ Participated in strategic planning efforts, contributing to methods of ensuring effective programmatic activities.

§ Worked on initiatives focused on employee development, training, recruitment and hiring strategies.

§ Developed and implemented new employee program, enabling incoming staff to become acclimated with organizational culture.

Business Development and Client Relationship Manager 8/2007-9/2008 NTL Institute, Arlington, VA

§ Cultivated leads, developed proposals, and closed sales for clients through regular interaction with CEO’s and Directors of HR at for-profit, non-profit, and government organizations.

§ Developed customized consulting solutions for clients, focused on leadership development, diversity and inclusion, and organizational effectiveness.

§ Conducted sales presentations at trade shows and classes for senior leadership, resulting in increased business.

4

Program Director 7/2004-8/2007

American University Hillel, Washington, DC

§ Developed and implemented mentorship and a career coaching program for American University students.

§ Designed and led international cultural travel program for students to Cuba, Israel, Argentina and India.

§ Served as contact for management of all student outreach and Jewish community programmatic activities.

§ Supervised and provided development training opportunities to staff and students.

§ Implemented development strategies with AU Hillel Executive Director to engage philanthropists. Director of Public Affairs 6/2006-8/2007

Jewish Community Center, Washington, DC

§ Represented DCJCC to the International community in Washington, DC through networking.

§ Collaborated with Ambassadors and Cultural Attachés to develop community wide Embassy series. Program Coordinator 12/2003-7/2004

Jewish Youth Philanthropy Institute, Rockville, MD

§ Developed and facilitated a dynamic service-learning teen program.

§ Recruited program participants through community outreach efforts.

§ Collaborated directly with lay leadership to run small non-profit organization Corps Member 1/2003-11/2003

AmeriCorps National Civilian Community Corps, Perry Point, MD

§ Collaborated with other corps members and numerous organizations in a ten-month program that focused on assisting in the areas of disaster recovery, education, infrastructure improvement, environmental conservation and urban development.

EDUCATION

§ Professional Certified Coach (PCC), International Coaching Federation

§ Coaches Training Institute, Co-Active Coach Training Certification

§ iEQ9, Enneagram Certification

§ Non-Profit Life Cycle Strategic Planning Certification

§ The Myers-Briggs Company, Firo-B Certification

§ USF, Diversity, Equity and Inclusion Certificate

§ e-Cornell, Organization Design

§ Mediation Matters, Certified Mediator

§ Scrum Alliance, Certified Scrum Master Certification

§ Prosci, Change Management Certification

§ Case Western/NTL Institute, Appreciative Inquiry Certificate

§ American University, Master of Science, Organization Development / Thesis: Workforce engagement and empowerment using adult learning theories

§ University of Arizona, Bachelor of Science, Family Studies and Human Development and Pre-Law 5

ACTIVITIES

§ Member, International Coaching Federation

§ Member, Association of Change Management Professionals

§ Member, Scrum Alliance

§ Member, AU/NTL Organization Development Association

§ Board Member, NCJW AZ and Ruth Place

§ Volunteer, ADL

SKILLS

§ PCC Coach, Mediation, JIRA, CSM, Microsoft Office, Teams, SharePoint, Salesforce, Skype, Adobe Connect, Webex, Zoom, Cvent

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