Professional Experience and Accomplishments

Raulston Partners (formerly Westgate Consulting), San Francisco, CA 1/00-Present
Consulting for Human Resources and Customer Satisfaction

Human Resources projects: employee relations, employee retention and work place effectiveness, recruiting, compensation, benefits, organizational development, senior team communication and cohesiveness, organizational assessment/evaluation and effectiveness

Customer Satisfaction and Support projects: develop customer support and service plans, evaluate/establish/build/reorganize customer support and service functions, and mentor service leaders

SFL Data San Francisco, CA 4/11 – 12/11
Vice President of People
e-Discovery service provider for Fortune 500 Companies

• Key advisor to CEO and leadership team for organizational development plans
• Developed strategic plan to create “A Great Workplace”
• Re-established and revitalized peer recognition and motivation programs
• Initiated process to upgrade all aspects of recruiting
• Promoted, developed and trained HR Generalist

Posit Science Corporation San Francisco, CA 3/06 – 5/11
Vice President of People and Customer Service
A neuroscience research company developing, marketing, and selling ground-breaking software programs to maintain and improve cognitive functions

Corporate Leadership Team member responsible to develop, build, and lead all aspects of Human Resources and Customer Delight functions

• Led company-wide strategy and planning process to establish corporate values
• Established all “People” functions from ground up; hired, trained, and developed HR staff into competent, knowledgeable, and capable HR professionals
• Developed and introduced innovative recognition and reward process

Key advisor to CEO and leadership team through complex business analysis; led organization through major redirection and business critical reorganizations with under 1% attrition

Established and built “Customer Delight” function, introduced customer assessment and Net Promoter cycle; developed online community and social media to improve support options

Introduced Flex-time and Work-From-Home programs to retain key staff

Global Village Communication/OneWorld Systems, Inc., Sunnyvale,CA 1/94- 12/99
Vice President, Human Resources and Customer Satisfaction
Leading Apple authorized manufacturer of Mac computer modems and router with imbedded software
Staff size: 17 – 90+; Support and service revenue generation: $200K, Op. Budget $2.2MM
Corporate officer responsible for the full range of Worldwide Human Resources and Customer Support/Service and Telesales

Established Human Resources as a strategic corporate advantage

• Reduced average time-to-hire by 15 days and cost-per-hire by $5K. Recruited and hired 50 key employees in the first six months following corporate reorganization
• Developed Performance Management Process using industry market and competitive data

Built a world-class Technical Support, Service, and Telesales organization

• Built and led a worldwide customer satisfaction organization to support a customer base of 5+ million
• Grew team from 17 to 90+ and established remote contact centers in California, Texas, Georgia and the Netherlands
• Reduced cost per customer contact by $1.15 (10+%) in two years

INTUIT, INC., Palo Alto, CA 10/91 – 1/94
Vice President, Customer Satisfaction
(Makers of Quicken, QuickBooks, TurboTax and other tools for small business and personal finance)

Staff size: 30 – 350; Telesales revenue: $12MM; Combined Support and Telesales Op. Budget: $17MM

Corporate Officer hired to build an exceptional organization for Technical Support, Customer Service and Telephone Sales

• Grew staff by 450% in two years to keep pace with explosive sales growth
• Maintained customer satisfaction ratings of 92%+
• Led the process to integrate two high-powered executive teams into one cohesive unit following a strategic acquisition
• Responsible for due diligence, and evaluation of customer and employee implications during Microsoft acquisition negotiation

AMERICAN AIRLINES, INC., Dallas/Fort Worth, TX 8/79 – 10/91
Corporate Director, Quality of Work Life – Human Resources
Managing Director, AAdvantage Program & Admirals Clubs

Led operations and service division for market leading frequent traveler rewards program; improved customer satisfaction and established new $600k revenue stream.

• Corporate leader for innovative employee involvement program
• Lead the team that conducted first employee satisfaction survey for 60,000+ employees world-wide
• Team leader for employee integration on global expansion teams for Geneva, Zurich, Madrid, Frankfurt, and Rio de Janeiro
• Led the team responsible for successful merger of union and non-union employees groups of 1700+ employees

Manager, Corporate Consumer Relations and other progressively responsible positions including Operational Manager at O’Hare International Airport

• Rebuilt and led staff of 100+ employees responsible for all corporate-level customer interactions
• Special ghostwriter for CEO and Chairman for all customer correspondence
• Key team member on two-year confidential development process to introduce an industry-changing marketing program: American Airlines AAdvantage program
• Operational Manager at O’Hare International Airport

Non-Profit Volunteer Work

National AIDS Memorial Grove San Francisco, CA

• Board co-chair 5 years – board member 1999-present

Pacific School of Religion, Berkeley CA, (member of Graduate Theological Union)

• Board of Trustees 1^st and 2^nd vice-chair and– board member 2001- 2010
• Led Board-driven strategic planning process – 10-year plan in-place and actively used
• Appointed to lead three special employee relations’ committees to support the President

Harvey Milk Elementary School, San Francisco, CA- Volunteer reader and classroom coach

• Story reader, reading tutor, and provided teacher assistance

Education

M.A.,Sociology, Nottingham University, Nottingham, UK
B. A., Psychology and Biology, Stephens College, Columbia, MO
Teaching Certification: University of Missouri, Columbia, MO
Rotary International Graduate Fellowship award for study in the UK
Attended Sophia University and University of Tokyo, Tokyo, Japan (exchange student)