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Qualifications for Change Management Expert:

Results-oriented and diverse leader with a 20 year track record of improving individual and organizational effectiveness.   An analytical thinker certified in Prosci ADKAR Change Management practices with extensive experience in change management, business process improvement, project management, customer service, training, communication, and team management.  Proven ability to integrate structured change practices into various types of projects; small and large scale.  Exceptional communication, listening and influencing skills demonstrated at all levels of the organization.   

Career Summary 


New England Federal Credit Union (NEFCU), Williston, VT  2004 — 2011
Member-owned financial institution serving communities in the six counties of northwestern Vermont, with more than 78,657 members and $787 million in assets.
Project/Change Manager:  Directed the efforts to educate, train, and implement project and change management methodologies.   Applied a structured change management approach and methodology (ADKAR) for the people side change caused by projects and change efforts.  Integrated Change Management plans into Project Plans that included communication plans, sponsor roadmaps, training/coaching plans and reinforcement plans. 
Key strategic project/change accomplishments:
  • Innovation Program – Developed and launch a companywide Innovation Program in 2010 in which 13% of ideas submitted have been launched.    This program also won the CUNA Marketing award in 2011. 
  • Reengineering of Call Centers – Led the consolidation of multiple call centers, reducing headcount by 18% while call volumes increased by 23%.  Redesigned existing telephone system and implemented Workforce Management System which reduced the call abandoned rate by 5%.  Implemented Remote Agents to support the disaster recover plan and recognized a 3% decrease in employees calling out. 
  • Reengineering of Collections Department – Implemented a Collections coverage contingency plan, developed and executed a cross training plan, eliminated manual work and redundant tasks, automated reporting all of which enabled Collections to maintain its existing staff with a 17% increase in collection volume. 
  • Standard Operating Procedures (SOP) project – Wrote 400+ SOP's for multiple departments to maximize operational effectiveness, minimize variations, and to promote consistent delivery of service.     
  • Implementation of CRM software – Implemented Touch CRM to improve communication both internally and externally, improve productivity, automate and standardize practices, provide membership analysis and reporting for specific business processes.   In 2010, 1.2 million member interactions logged, 130,000 letters generated, 76,000 service request sent and 12,000 membership feedback logged.
  • Government Regulation Changes - Oversaw the implementation of several key regulation changes; Reg. E Overdraft, VISA, and HUD & RESPA Reform. 

Sara Lee Corporation, Business Services, Rural Hall, NC 2002 — 2003
A global consumer-goods company in which its Business Service division is responsible for processing Accounts Payable, Travel & Entertainment, Payroll, Accounts Receivable, General Accounting, Fixed Assets and Human Resources for Sara Lee's business units.
Internal Consultant/Senior Manager:   Utilized formal change/project methodology approach to integrate multiple lines of business from existing ERP systems (SAP, JD Edwards and Lawson) into Shared Services for all transactional common activities. Performed analysis to determine FTE requirements and allocation cost for budgets.
Key accomplishments:
  • Successfully turned around an arrears retrofit project for several key Sara Lee Food companies meeting existing go-live date.
  • Identified reengineering opportunities to reduce costs and increase efficiencies.

Kellwood New England, Broughton, MA 2001
Designs, manufactures, and markets a growing collection of premier fashion brands across a broad range of consumer lifestyles.  Kellwood purchased Goodman Knitting Company in 2001.
Vice President, Customer Service: Directed customer service operations for five diverse apparel manufacturing divisions with sales totaling $100M. 
  • Developed and implemented a customer service team in preparation of the EMME apparel line go-live.
  • Reorganized customer service departments to align expert skill set with proper divisions.


Stride Rite Corporation, Lexington, MA 1997 — 2000
A wholesaler of athletic and casual footwear for children and adults, selling in department stores, independent shoe stores, value retailers, and specialty stores.
Director of Operations (1999 – 2000): Led operations for two business units with sales totaling $350M and servicing 1,300 retail customers. 
  • Consistently met or exceeded monthly sales objectives.
  • Served a key role in the redesign and rollout of an order fulfillment/management and distribution tool.
  • Reduced freight costs for returns by 30% by implementing defective return program.

Keds Customer Service Manager (1997 – 1999): Managed customer service operations for Keds division with sales totaling $198M and 1,200 customers.
  • Drove a 20% improvement in processing efficiencies by managing procedural and systematic process improvements.
  • Collaborated with EDI and IT departments to reduce order hold compliance issues from 5 days to 24 hours.
  • Promoted to Director of Operations in 1999.

Jogbra, Inc., a subsidiary of Sara Lee Corporation; Williston, VT  1995 — 1996
A wholesaler of sports bra's for athletic women. 
Customer Service Manager –
  • Improved order fulfillment rate from 70's to 95+% by working proactively with production planning and distribution to ensure system accuracy of planning orders and finished goods inventory.
  • Reduced customer service cost as a percentage of sales by maintaining department size while supporting an 18% growth in sales.


Academic Credentials/Affiliation 

Champlain College: B.S., Business Management (in progress) A.S., Public Relations/Communications
Villanova University: Certification, Six Sigma Green Belt
Prosci – Certification, Change Management
Boston University Corporate Education Center – Enrolled in Project Management Certificate program to prepare for PMP Exam ~ expected completion 12/2011

International Customer of Management Institute (ICMI), member
Business Process Management Institution (BPMI), member


Abha  Brosseau
22 Dufresne Drive    Winooski, Vermont  05001
802.318.9876  abha_brosseau@comcast.net



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Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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