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Biography 

" A leader is best when people hardly know he/she exists.
Less good, when they praise him/her and obey him.
Worse when they fear and despise him
But with a great leader, when his aim is met and his dream fulfilled
they will say we did this ourselves."

Lao-tsu

 

 

D’ANDREA CARDONE O’HARA

P.O. Box 544  ·  Montevallo, AL. 35115
205.665.3734 
·  ALLInc@AbundantLifeLiving.com

 

ORGANIZATIONAL EFFECTIVENESS CONSULTANT /  BUSINESS & LIFE COACH  

 

Seasoned Consultant and Director with 18+ years of experience improving operating efficiency and effectiveness through change management, process improvement, organizational development, and fiscal accountability.

§         Impact the visibility, profitability, and performance of teams and organizations through expert orchestration of strategic planning, process improvements, performance management, leadership development and career management.

§         Develop aggressive performance goals that meet competitive challenges and design/implement cutting edge solutions to increase organization’s profitability.

§         Equipped with a strong portfolio of successes contributing to the profitability and success within various industries.

§         Build top performing teams and provide staff with the leadership, resources, and motivation to achieve goals.

§         Implement advanced analytical and problem-solving skills and systems thinking to identify and effectively address business, operational, and relationship/partnership issues.

 

Broad Business Function Knowledge · Strategic Planning · Brand Strategy · Offline/Online Marketing · CRM

Organizational Development
· Executive Dashboards / Balanced Scorecard · Process Improvements

Strategy Alignment · Performance Evaluations · Relationship Building · Team Leadership

  Research · Management Information Systems · Career Management · Coaching

 

 

PROFESSIONAL EXPERIENCE

 

Business Consultant, Various Companies · 2003-Present, 1996-2001

CRM / Data Warehouse Marketing, Focus on the Family · 2001-2003

Customer Retention Manager, BellSouth Telecommunications · 1994-1996

Senior Market Planning Manager, BellSouth Telecommunications · 1992-1994

Project Manager, BellSouth Services, Inc. · 1989-1992

 

Performance Management

§          Linked corporate goal of building customer loyalty with actual service performance by creating and aligning measures within management functions

§          Created awards and recognition compensation plans that incorporated individual and team customer satisfaction measures

 

Process Improvements

§          Led attainment of service improvements by developing unique diagnostic coaching and measurement system

§          Increased product sales through consultative sales and service approach

§          Strengthened market position by developing integrated business plans that incorporated customer and competitive positioning research results obtained from an advanced modeling approach (Customer Value Analysis and Management)

 

Specialized Consulting

§          Launched first constituent relationship management initiative for large non-profit organization 

§          Created and maintained active donor database  -  Conducted comprehensive market research

§          Developed and implemented strategy for identifying, serving, and growing constituent base

 


Project Management and Business Analysis

§          Led interdepartmental teams in successful achievement of aggressive timeline and budget goals               

§          Evaluated and upgraded service excellence program, reducing total spending and increasing effectiveness

§          Directed design and development of complex systems and models that effectively supported key business operations

   

 

Talent Management  - Training, Assessments, Recruiting and Selection

§          Transformed teams and organizations through systematic utilization of profiling tools, teambuilding and selection tools, change management techniques and training

§          Formulated workshop training for key process managers and customer sales and service consultants related to customer satisfaction and process improvement

§          Developed and delivered methods and procedures and training for billing, property records, claims and depreciation accounting systems

§          Created benchmark profile of successful employees  -  Utilized profile tool for future “best fit” candidates 

§          Conducted interviews, reference checks and background investigations  -  Negotiated terms of employment

§          Interviewed and selected candidates based on qualifications, talent, and performance

 

 


LIST OF PROJECTS AND ACCOMPLISHMENTS

 

§          Created from concept, through design, prototype, full scale development and implementation a very effective and innovative coaching tool that accurately measures the performance of sales and service representatives immediately resulting in increased product sales through consultative approach.
 

§          Transformed teams and organizations through systematic utilization of profiling tools, teambuilding strategies and tools, visionary leadership, change management techniques and training.
 

§          Linked corporate goal of “Building Customer Loyalty” with actual service performance by creating and aligning measures and compensation that cascaded all organizational levels within an Integrated Management and Measurement System including a Corporate Balanced Scorecard (i.e., Executive Dashboard).
 

§          Led attainment of service improvements related to Customer Relationship Management and Resource/ Performance Management by designing and developing unique web-based diagnostic measurement system for nine hundred customer contact persons within the twenty sales and service call centers.
 

§          Evaluated and upgraded Service Excellence Program.  The new design substantially reduced total spending (i.e., 33% budget reduction) while expanding the value of the information to various channels, business and process managers.  (Nominated for Presidential Award within BST)
 

§          Formulated workshop training for key process managers and customer sales and service consultants related to customer satisfaction and process improvement.  Developed and delivered training for billing, property records, claims and depreciation accounting systems.
 

§          Supported the development and implementation of performance programs through providing train-the-trainer/coaches training on  competency-based performance measurement tools

 

§          Recruited for talent and “best-fit” to place technical, professional and field employees within various industries.  

 

§          Presented solution-oriented presentations at formal external forums as well as to internal groups including key stakeholders, process owners and decision makers in a persuasive, informative, inspirational manner.
 

§          Worked with Channel Managers to create awards and recognition compensation plans that incorporated individual and team customer satisfaction measures.
 

§          Coached individuals and teams to identify personal/professional mission, vision, goals and action plans to achieve their business and personal goals, while growing and learning through past /present real-world experiences.
 

§          Directed the design and development of complex systems / models that effectively supported key business operations including Forecasting / Retention Model, SB Integrated Measurement and Management System and Service Excellence Program.
 

§          Strengthened Small Business Services market position by developing and executing integrated business plans that incorporated customer and competitive positioning research results obtained from an advanced modeling approach (Customer Value Analysis and Management).
 

§          Presented complex, often technical/statistical information, at formal external forums as well as to internal operational groups in a persuasive, informative, inspirational manner.
 

§          Launched first CRM initiative for large 25-year non-profit organization creating a vision, strategy, project logo, communications plan, phased approach, foundational constituent data store, and future plan for market research, advanced relationship modeling, market analysis with predictive modeling, segmentation; all to proactively serve and grow their constituent donor base.  
 

§          Started successful consulting business (A.L.L., Inc.) venturing into untried waters; achieving all business and personal goals while professionally growing and learning through real world experiences. 

 

 

EDUCATION / AFFILIATIONS

Bachelor of Science in Mathematics/English, University of Montevallo, Montevallo, Alabama
Dean’s List · Graduated Highest Honors ·
Phi Kappa Phi · National Honor Society   


Currently pursuing a
Masters of Education in Community Counseling, University of Montevallo, Montevallo, Alabama

 

 

   

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Phone: 205.665.3734     Email: ALLInc@AbundantLifeLiving.com
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