Susan Rollwagen

Organization development consultant with extensive experience in performance and change management, training and development, and team-alignment strategies. Proven strengths in facilitating strategic business analysis, organization and process skills, and facilitating group alignment. Effective experience in developing virtual relationships. Proficient in identifying business principles that drive targeted results by aligning people, process and behaviors. Aligning team direction can be complex and is critical to any size business! Teams, tiny or titanic, hold the key to their collective and individual successes.

Susan’s Most Recent Employment Experience

Pepperbox Solutions, Pensacola, FL (2013 – Present) Alignment Consultant, Manager of Learning
Cox Communications, Pensacola, FL (2007 – 2015) Manager OD & Effectiveness
Network Telephone, Pensacola, FL (2000 – 2006) Product Development Manager; Employee Development Manager
First Data Teleservices, Pensacola, FL (1994 – 2000) Leadership Development Specialist

 Team Alignment and Organization Learning Initiative

  • Facilitated bridging of organizational silos to successfully service customers of a telecom provider listed in Inc 500’s fastest growing companies
  • Coordinated change-strategies in multiple corporate scenarios: relocating workforce to a new facility in a different city; merging with an acquiring entity; closing entire facility and releasing workforce; merging multiple, similar business units
  • Impacted reduction in unemployment claims by facilitating the creation of customized behavioral competency expectations aligned with coaching tools and assessments
  • Redirected misalignment of sales-versus-operations teams by facilitating organization-wide competition that built critical interdepartmental support
  • Created and implemented customized manager-led coaching program that resulted in nominal supervisory performers repeatedly self-identifying career hindrances and applying course-correcting strategies
  • Created respected training teams in multiple organizations that were empowered to build management relationships that closed organization gaps with learning instead of being typical order-taking trainers
  • Reduced employee churn by 25% by leading analysis and restructuring of team new hire processes
  • Strengthened front-line performance and lowered employee churn by creating shared understanding of functional objectives
  • Strengthened employee satisfaction and 3rd party-awareness by implementing a sustained peer grievance-review process for 1000-employee site
  • Revived and refocused business direction in 1000-seat call centers through partnerships with team leaders
  • Revived the integrity and value of the performance documentation process through simplification
  • Raised management bench strength by creating and driving consistent professional training curriculum and on-the-job skill training for all positions
  • Increased training integrity and resource efficiency by restructuring the internal training organizations; four distinct team restructures
  • Planned and coordinated professional training for leaders during site-growth from 200 to1000 employees and for new site start-up from 0 to 500 employees.
  • Ensured the continual changes in customized systems and procedures were translated to training resources by establishing a program that applied the expertise of front-line system and process-users
  • Increased customer adoption of services by translating diverse concepts into clear and applicable customer education
  • Creatively prioritized training and assessment opportunities to effectively use financial resources while still reaching development objectives
  • Established systemic regional alignment process resulting in clarity of how the organization’s targets impacted each team and in negotiating timelines and execution commitments throughout the region.

Professional Development Certifications

  • Myers Briggs Personality Type Indicator
  • Birkman Methodfacilitation1 (2)
  • Business As UNUsual
  • Change Style Indicator
  • OZ Principle
  • Situational Leadership
  • Peer Review
  • Career Decision Making
  • Strong Interest Inventory
  • Diversity Learning
  • Profilor 360° Feedback Tool
  • Development Dimensions International
  • Franklin Covey

Skills that Susan’s Colleagues have Endorsed     back to About Pepperbox

  • Collaborative Leadership
  • Project Coordination
  • Organizational Development
  • Training
  • Team Building
  • Leadership
  • Performance Consulting
  • Leadership Development
  • Employee Benefits
  • Talent Acquisition
  • Personal Development
  • Management
  • Staff Development
  • Call Centers
  • Succession Planning
  • Budgets
  • Analysis
  • Performance Management
  • Human Resources
  • Employee Engagement
  • Organizational Effectiveness
  • Talent Management
  • Workforce Planning
  • Onboarding
  • Employee Training
  • Career Development
  • Employee Relations
  • Workshop Facilitation
  • Personnel Management
  • Training Delivery
  • Time Management
  • Interviews
  • New Hire Orientations
  • Needs Analysis