CHARMENE EVANS-HOLMES Monmouth Junction, NJ 08852 Ph: 609-580-9770 Leadershipsolutionsint@gmail.com www.LsiRightnow.com

SUMMARY

Successful organizational development and training professional with 20 + years experience in corporate, small business and non-profit arenas. Specializing in creating and implementing high-quality leadership development programs, sales training initiatives, and other soft-skill courses to help organizations attain higher levels of employee productivity. Added bonus of a solid business and accounting background to help create budgets and analyze financial issues.

PROFESSIONAL EXPERIENCE

Leadership Solutions International, LLC Monmouth Junction, NJ (2009 - Current)

President | Founder | Lead Consultant | Master Facilitator - Structure and implement organizational development strategies and process road maps for

select clients - Create, design and facilitate leadership development programs and initiatives, interpersonal

and communication skills courses, and business & professional development programs for various clients

- Provide project coordination and management services for client programs, conferences, workshops, etc.

- Assist clients with change management issues to help ensure a smooth transition - Provide Leadership Development consulting services - Create and facilitate youth and teen leadership development initiatives - Develop and facilitate time management and organizational skills programs - Develop and deliver Quality Customer Service and Sales training programs for new and

existing teams. > *Client experienced a 70% increase in product sales due to customer service & sales training

- Create and facilitate programs on teamwork, teambuilding and team development - Develop custom learning programs and provide instructional design for clients based on the

needs of their organizations - Deliver motivational and inspirational lectures - Provide focus group facilitation services

Hess Corporation Woodbridge, NJ (1990-2009) Retail Marketing: 2005 – 2009

Learning & Development Project Manager (2007 - 2009) - Developed, coordinated and facilitated General Manager Certification leadership program for

all new company site managers. > Personally trained over 200 Managers, while reducing manager turnover by 14%. Achieved program completion rate of 96% across chain.

- Monitored, tracked and encouraged the completion of all new e-learning courses by field employees in the Long Island, NY market. > Achieved an 89% web completion rate.

- Prepared over 250 business leaders and managers with talent development and acquisition skills via the Targeted Selection and Situational Leadership models.

- Organized and executed Professional Development Programs for field Marketing Reps and recent college grads. > Prepared over 40 Reps for extensive supervisory responsibilities

- Trained and developed Assistant Managers in Long Island, NY in leadership skills and business profitability/analysis. > Trained over 100 Assistant Managers in new program

- Played active role in designing and implementing new corporate Leadership Essentials Program for first-line managers (Hess global). > Received plaque of appreciation and congratulations from John Hess.

- Assisted with the planning and execution of all Retail kickoff meetings and conferences.

Region Trainer (2005 - 2007) - Coordinated and facilitated training and development programs for all six retail business

regions - Played integral role in completing the roll-out of new InSite/POS system in the upstate NY,

Florida and South Carolina markets. > Achieved roll-out goal by spending 7 months on the road traveling and training managers.

- Collected, reviewed and entered student course completion data for input into learning management and tracking system.

- Measured, monitored and reported training results and statistics to Field Reps & Managers, Regional Directors and Senior Management.

Human Resources Development/OD: 2003 - 2005

Manager, Human Resources Development - Organized, administered and monitored Leadership Development Program (LDP) for

entire Marketing & Refining business. Helped to identify top talent and high potentials. - Worked with members of the M&R leadership team to identify candidates for the LDP. - Selected and implemented the very first corporate e-learning program (Harvard Manage

Mentor) which was launched at Hess globally. > Received buy-in for program from John Hess via my personal presentation of the program to him.

- Assisted with the first succession planning initiative at the Hovensa (St. Croix) refinery. >Traveled to and from St. Croix bi-weekly (over six months) to complete the project.

- Planned and organized special networking and social events for all participants of the LDP, M&R Senior Management and the President of M&R.

Energy Marketing: 2000 – 2003

Manager, Quality Customer Service - Managed team of 8 Customer Service Professionals (7 Associates and 1 Team Leader) as

the department and customer base grew (10,000+ customers) - Presented unique customer service initiatives and updates to Managers, Directors and

Senior Executives during business unit meetings, while gaining buy-in for new programs. - Analyzed and reported customer service activity and call volume trends to senior

management to determine root cause of problems and service improvement levels. - Monitored and measured success of the HEAT call tracking system, while using data for

reporting and analysis. - Conducted several Customer Service, People Styles and Temperament classes for multiple

departments within the Refining & Marketing organization.

Diversity Committee Chairperson - Spearheaded and launched several diversity initiatives (i.e. mentor program, newsletter,

cultural events and programs) for the entire Refining & Marketing business unit, while simultaneously functioning in both roles of QCS Manager and QCS Team Leader.

Team Leader, Quality Customer Service - Created and organized QCS department from the ground up. Established very first

customer service call center within the Energy Marketing group. - Supervised new call center consisting of 4 Customer Service Representatives, dedicated to

serving both internal and external customers (8,000+ customers). - Established and managed process for handling inquiries and complaints from oil, natural

gas and potential electricity customers, while providing problem resolution. - Provided call center activity reports to senior management to determine progress. - Selected and implemented new HEAT call tracking system to make service operation

much more efficient. - Coordinated and facilitated several Customer Service and People Skills courses for QCS

and other sales support teams within Energy Marketing and the Shared Services Team. Finance & Accounting: 1990 - 1999

Various Financial Analyst positions

Johnson & Johnson Corporation New Brunswick, NJ (1988 – 1990)

Cost Accountant (Consumer Products Division)

EDUCATION

Hampton University (Hampton, VA): BS Degree, Business/Accounting Professional Certifications:

- Situational Leadership/Leadership Development (Center for Leadership Studies) - Targeted Selection (Development Dimensions International) - Profiler 360 Feedback (Personnel Decisions International) - People Styles (Wilson Learning Group) - Project Management

SPECIAL SKILLS & ATTRIBUTES

Energetic self-starter with a passion for developing people, while achieving business results

Excellent interpersonal, motivational, team-building, time management and organizational skills

Creative and innovative concepts & designs for training materials and job aides

Instructional design experience

Exceptional project coordination and management skills

Superior facilitation, presentation and program development skills

Creator of the very first Quality Customer Service Department for Hess Corporation’s Energy Marketing and Sales Division

Six Sigma / LEAN awareness experience

Well-rounded in project design, development and implementation

Proficient in various computer programs and LMS

AWARDS & RECOGNITION

Woman of the Year Award from The National Association of Professional Women (for excellence and dedication within the L&D/Training Profession) – 2011/2012

John Hess Award for participation in the design and implementation of the new Corporate Leadership Essentials Program

Hess “Everyday Hero” Award for innovation and positive business impact

Special recognition for role as Chairperson of Hess’s diversity initiatives

Award for successful implementation of invoice and billing system project via SAP ISOil re-engineering

REFERENCES AVAILABLE UPON REQUEST