Andrea Hiner

Muncie, IN 47304 (317) 409-8600 andrea@entirety.us

VP / DIRECTOR ORGANIZATIONAL EFFECTIVENESS & TALENT LEADERSHIP

Leadership & Organizational Development Operations Analysis & Optimization Strategic Planning Team Leadership Critical Thinking Global Mindset
Innovative human resources, learning/development leader with more than five years proven success building strategy for developing talent/leading succession planning efforts and designing/supporting the needs of domestic and global Fortune 50 firms. Serves as liaison across multiple departments and functions. Leads the creation and implementation of leadership development campaigns in support of business needs. Uncovers and develops organizational opportunities, improves productivity, streamlines operations, reduces costs. Energizes staff and inspires internal/external customers by utilizing empowerment and consensus building methodologies. Identifies initiatives that align organizations to reach higher levels of collaboration, effectiveness and profitability. Builds and transforms teams and organizations in support of both short and long term business objectives. Extensive qualifications in the following competencies: Strategic Alignment Process / People / Customers / Financials Influence & Impact TQM ~ ISO ~ Six Sigma Executive EQ ~ Emotional Intelligence Process Redesign Consultative Sales & Networking Project Management

CAREER SYNOPSIS ASONS Property Preservation and Construction, Muncie, IN

CHIEF ORGANIZATIONAL EFFECTIVENESS OFFICER / CHIEF BUSINESS DEVELOPMENT OFFICER
A comprehensive mortgage field services company, providing property preservation and construction services nationwide

2011-Present

Led organization through planning, decision making and change management. Guided Exec Team in strategic planning processes to align with market drivers in support of a customer focused approach. Developed strategic partnerships, relationships and alliances. Corporate wide Leadership mentor protg ensuring succession strength throughout the organization. Direct responsibility for Technology, Human Resources, Business Development and Training.

Entirety, Indianapolis, IN

2004 - Present CEO, COO, PROFESSIONAL LEADERSHIP DEVELOPMENT Independent leadership consulting company providing strategic planning, leadership development, project management, instructional design, facilitation, marketing, sales and coaching. Significant engagements: Crescent Project, Indianapolis, IN Provide overall leadership and management with P&L responsibility for this non-profit. Redesigned organizational infrastructure to facilitate future growth. Developed and implemented a long term strategic organizational chart emphasizing sustainable growth and succession planning. Increased productivity and decreased turnover by creating a hiring strategy to align talent to the right positions. Defined High Impact Goals and implemented Gantt Chart project management at all levels leading to focus and execution.

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Achieved increased operating budget by 8%; attained objectives by aligning financial and strategic outcomes for conferences and training seminars. Increased teamwork and collaboration through training and environmental integration resulting in enhanced crossfunctional communication, shortened process flows and a positive shift in morale. Generated improved market credibility through co-branding, increased worldwide distribution, expanded marketing capabilities and decreased production costs by successfully negotiating agreement with major publishing firm.

Crew Property Improvement Specialists, Carmel, IN Led the initiative to analyze and turnaround issues in customer service, workflow and morale

Increased margins 7% by improving estimator accuracy through implementation of a new compensation structure that rewarded desired outcomes. Increased effectiveness approximately 40% by revising estimate forms and implementing a final work inspection check sheet process. Improved profitability and customer satisfaction by decreasing hours per job by 1.5 through simplified data capture and implementing a streamlined workflow. Reduced customer complaints approximately 53% and addressed Accounts Receivable issues by streamlining workflow. Conducted focus groups to tap into subject matter experts, engaging the staff in quality results.

Captivating Indoor Advertising, Indianapolis, IN Directed overall operational and P&L responsibility along with sales and marketing.

Developed over 280 advertising venues resulting in 3,800 ad spaces reaching 3 million consumers monthly. Grew annual revenue by 18% in two years. Guided company to profitable sale.

IntegratEI, Indianapolis, IN Developed online experiential learning exercises for Emotional Intelligence (EQ) competencies to augment one on one coaching.

Successfully completed and delivered experiential training materials for 15 EQ competency areas as part of a succession leadership development program.

BEACON Business Exchange, Indianapolis, IN Executed plans and processes to bring business sellers and buyers together.

Created marketing campaign to raise awareness of the company services including marketing, advertising, mailings and networking. In first six months of tenure, secured two listings and completed a business sale. Conducted business valuations, needs analysis, negotiations and facilitated purchase and sales process. 2001 - 2004

Century 21, Indianapolis, IN

CHIEF ORGANIZATIONAL EFFECTIVENESS OFFICER
Independently owned real estate business with three locations and a staff of 100.

Led corporate turnaround. Worked closely with owners to define and establish companys strategic plan, implement process redesign, realign staff, and provide leadership development. Developed executive leadership and recruited new leadership.

Attained Million Dollar Sales Agent status in first year. Increased company revenue 225% by creating a recruiting and training process; created profile of ideal agent; created training curriculum for all new hires. Doubled the number of active productive agents. As part of corporate turnaround project; developed a business plan, including strategy, goals, objectives, key measures and defined areas of responsibilities; established weekly owners meeting and quarterly strategic planning meetings.

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Directed leadership development of owners and staff. As project manager, completed a new facility construction on time and on budget. Reduced staff turnover and improved morale by creating job descriptions; clarifying roles and expectations and executing accountability measures. 2000 - 2001

Langham Logistics, Indianapolis, IN

QUALITY ASSURANCE DIRECTOR

Responsibilities included core process redesign, ISO9000 administration, quality assurance, and leadership development. Key account liaison, operations director and director of organizational effectiveness. Direct line to the CEO and CFO.

Reduced invoicing cycle from 52 to 7 days and accounts receivable $2 million by developing a detailed system map and process flow; redefining job descriptions; developing and implementing a problem resolution process including gap analysis and process improvement and conducting communication and team building training. Inherited a deficient ISO9000 Audit: addressed gaps and deficiencies; brought ISO administration in-house; updated the ISO manual and implemented performance monitoring metrics resulting in a retained ISO certification.

United Parcel Service, Multiple Locations, USA

1988 - 1999 ORGANIZATIONAL EFFECTIVENESS DIRECTOR Fast-tracked through a series of increasingly responsible positions for this Fortune 50, $30B global package delivery company. Instrumental in development and implementation of global culture shift training toward organizational leadership. Directed leadership development, quality improvement, cross-functional development and account management.

Led global leadership development initiative for UPS Airline as one of only 27 Master Trainers in a worldwide company of 390,000 employees. Directed and trained facilitators who presented over 400 process improvement and teambuilding seminars to audiences ranging from front-line staff to executives. As internal Effectiveness Officer, facilitated multiple departments in quality initiatives resulting in streamlined operations, reduced costs and improved quality. ROI independently tracked by department. Built the International Customer Service Call Center Training Program unified the operational process using SMEs, a task analysis and instructional design. Supported rapid growth from 60 to 325 CSRs in 18 months. Decreased training process from 8 weeks to 6 weeks for a savings of approximately $800 per CSR. Established a CSR recertification program improving customer satisfaction by 12%.

EDUCATION

Ball State University, Muncie, IN

Master of Science studies in Educational Psychology

Purdue University, West Lafayette, IN

Bachelor of Science in Education

TRAINING, LICENSES, CERTIFICATIONS & MEMBERSHIPS

Certificate Meyers-Briggs Type Indicator Six Sigma Black Belt (Certificate in process) Predictive Index (PI) Analyst Certificate Total Quality Management (TQM) Emotional Intelligence Training Certificate ISO 9001 Spin Sales Certificate Malcolm Baldrige Criteria Sandler Sales Certificate Core Process Redesign Licensed Real Estate Broker in Indiana Instructional Design - Langevin Character Council of Indiana Certified in Training / Facilitation ASTD (American Society for Learning & Dev) Certified in Team Development; Coach Development; Trust & Teamwork