Maward4@hotmail.com Ridgefield, CT (203) 733-2536 www.linkedin.

com/in/margaretward

MARGARET A. WARD

GLOBAL ORGANIZATIONAL LEADERSHIP * LEARNING DESIGN & STRATEGY Accomplished leader focused on organizational and performance excellence! CORE COMPETENCIES
ORGANIZATIONAL LEADERSHIP / DEVELOPMENT INNOVATIVE SOLUTIONS VALUE CREATION LEARNING DEVELOPMENT CHANGE MANAGEMENT STRATEGIC PROBLEM SOLVING PROGRAM / PROJECT MANAGEMENT

PROFESSIONAL EXPERIENCE

Canon Business Process Services - Organizational Leadership Development & Learning

DIRECTOR, LEARNING & DEVELOPMENT NEW YORK, NY

Leveraged organizational development, culture and change leadership tools, methodologies and assessments to support merger with Canon and business transformation
Developed comprehensive succession plans for executives to support continued growth of strengths-based leaders, and individual development plans for HR partners

Directed innovative and didactic learning solutions with organizational needs, learner needs, and client-specific needs to support business and win new business Developed and implemented marketing and communication plans to promote initiatives Wells Fargo - Global Organizational Development, Learning, Sales & Strategy
VICE PRESIDENT, LEARNING & DEVELOPMENT MANAGER (2009 TO 2012) - VIRTUAL

Influenced senior leaders to select and implement organizational development interventions to support change and training strategies affecting over 280,000 team members Implemented operating practices/rhythms in support of conversion, culture, employee engagement and customer loyalty Managed teams of Instructional Designers responsible for the development of innovative solutions leveraging a variety of educational technologies for organization-wide functions. Designs included adult learning theories, performance and gap analysis, predictive processes, project management, and outcome-evaluations for continuous improvement Influenced the inclusion of Customer Experience concepts to curriculums; Designed touchpoints maps to emphasize collaborative culture, and value-add from all jobs Measured effectiveness of solutions for enterprise, and vendors in India and Philippines quality of designs, effectiveness of deliveries, and impact Wachovia - Education Finance, Learning & Development
VICE PRESIDENT, CURRICULUM M ANAGER (2005 TO 2009) SACRAMENTO, CA

Implemented performance improvement strategies, e.g. learning strategies with predictive processes; yielded increased knowledge and accelerated transfer of learning Inspired a culture of shared vision that improved the customer experience, increased revenue, employee satisfaction and talent retention, and improved client relationships Introduced strategic-thinking learning interventions to sales executives (vision creation and actualization, interpersonal skills, communication skills, planning, organizing, coordinating, directing, controlling, and leading); yielded volume growth in sales of 118% Championed a culture of awareness and inclusion; spearhead diversity leadership council Supported external partnerships - developed content for break-out sessions and key-note speakers at student lending conferences, designed new student orientation for UCLA David Geffen School of Medicine, and Capella Universitys annual staff development
Margaret A. Ward
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Maward4@hotmail.com Ridgefield, CT (203) 733-2536 www.linkedin.com/in/margaretward

MARGARET A. WARD

CIGNA HealthCare
ASSISTANT DIRECTOR, LEARNING & PERFORMANCE CONSULTANT (1997 T O 2004)BLOOMFIELD, CT Coordinated multiple training activities in support of short and long-term goals during five-year transformation project: implementation of new systems, people, processes, and culture and change management and merger and acquisition projects Implemented new hire and new manager orientations across geographies as well as other enterpriseprograms: Compliance, HIPPA, Ethics, Consumer Service Strategies Designed and developed new hire orientation and systems training for claims processors in Ireland Consulted with senior leaders from various functional areas provided design expertise and solutions Maintained budgets for client projects, tracked utilization of resources, and managed project plans to meet deliverables Master Facilitator: Rapid Solutions, Sales strategies and product development, Customer Experience (maps), T4 Certification focusing on continuous improvement for trainers and designers SENIOR PROVIDER RELATIONS MANAGER (1997) NEW YORK, NY Managed staff of twelve provider relations representatives responsible for new business development, contracting of physicians, medical groups, hospitals and ancillary providers to the health plan Designed, and implemented CIGNA University via creation of vision, mission, strategy and partnerships with executives to assess and build a strengths-leadership culture Improved employee retention by 27% and provider satisfaction by 31% as the result of didactic training curriculum that included best practices for building trust, communicating effectively, influencing decision-makers, applying business acumen, and strategy planning PROVIDER RELATIONS PROGRAM MANAGER (1990 TO 1997)GLENDALE , CA Designed/implemented CIGNA University; a symposium for contracted providers (physicians, medical groups, hospitals, and ancillary) about the health care industry, CIGNA-specific processes and procedures, referrals, billing, contract language, and customer service. Results: better educated network, increased member satisfaction and retention, and provider satisfaction and retention. Gold Circle of Excellence awarded for effectiveness and innovation Implemented materials reduction (placed provider manuals on diskettes) $48,000 savings 1st year PROFESSIONAL CREDENTIALS Professional of Learning Performance (CPLP) American Society for Training & Development (ASTD) Technical Training (CTT+) International Board Standards Training Performance Instruction (IBSTPI) Instructional Design Friesen Kay Associates Situational Leadership (I & II) Hersey & Blanchard Instructional Systems Design (ISD) EPPIC Leadership for Results Achieve Global Master Facilitator Kaset International Valuing Individuals (ELI) EDUCATION Lewis University Chicago MBA Organizational Leadership University of Phoenix BS Business Management TECHNOLOGY Microsoft Office Suite, Adobe Presenter, Articulate, Captivate, Dreamweaver, Salesforce

Margaret A. Ward