Carol Biggerstaff has extensive experience as an internal consultant on transformational initiatives delivering improved...
Carol Biggerstaff (469) 587-9928
[email protected]
Transferrable Skills
Extensive experience as an internal consultant on transformational initiatives delivering improved project benefits through employee adoption and usage of the desired changes. • Change management • Relationship management • Stakeholder alignment • Group facilitation/presentation • Risk management • Virtual team management • Communication planning • Six Sigma Green Belt certified • Cross-functional team leadership • Prosci® Change Management certified
Most Recent Work Experience
SENIOR CHANGE MANAGER/PROGRAM MANAGER, BANK OF AMERICA 2012-2015 Advised leaders on organizational change strategies and tactics requirements including stakeholder assessment and management plans, change readiness, key message development and employee training needs (skill gap analysis). Assessed current state/transition state/future state to create message maps as the foundational elements of executive, stakeholder and employee communications. Analyzed impacts of organizational change on job requirements, competency models and organizational alignment as part of developing overarching change strategies for assigned projects. Developed change adoption strategy and deliverables (stakeholder management plan, change readiness, communication plan, etc.) to support strategic initiatives. Designed interactive leadership meetings to drive employee engagement and address key business issues. Established a Management-by-Fact (MBF) as a way to manage multiple simplification and improvement projects impacting a single strategic metric. Led team responsible for delivery of automated teller machines (ATMs) across the United States (a network of 16,000 machines) including program performance and risk mitigation. Directed process improvements to improve speed to market and clarify roles and responsibilities for the delivery of new ATMs. Built relationships across business functions to support program delivery. Deployed innovative ATM technology allowing customers to talk with a live teller while using an ATM, exceeded our equipment deployment goal of 120 machines by 34 machines. SENIOR CHANGE CONSULTANT, BANK OF AMERICA 2001-2012 Served as on-site lead and FEMA/Red Cross liaison to deliver a fully functional temporary banking center on Kelly AFB during the Hurricane Katrina disaster. Coordinated the prioritization of process improvement ideas tied to the bank’s strategic goal to simplify and improve (SIM) our processes while also delivering $6 million in cost savings. Improved a facilities management process used by a line of business yielding $1.1 million in cost savings. Responsible for stakeholder analysis and alignment plans as needed to ensure support for program delivery. Represented business division in the design and pilot a new mentoring program focused on high-potential, diverse talent. Utilized process analysis, change readiness, gap analysis and other key change management tools to create training materials successfully supporting the team’s transition to a new business model.
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Carol Biggerstaff (469) 587-9928
[email protected]
Selected Professional Accomplishm ents
• Generated stakeholder commitment for process simplification initiative reducing overall process duration from 3 years to 18 months. Documented key process touch-points and information needs from the beginning to the end of the process. Using a graphical illustration of the information flow, was able to successfully gain stakeholder buy-in for process simplification. • Developed and implemented cost-reduction process related to managing office locations yielding $1.1 million in cost savings. Mapped the target process leveraging best practices from similar processes. Through stakeholder analysis, identified and proactively address questions using audiencespecific communications. • Delivered employee engagement tools and assessed readiness for division’s organizational realignment impacting processes and roles leading to a smooth transition on time with no production impacts. Utilized process analysis, role mapping, and gap analysis to identify change impacts. Led training development and communication planning and issue tracking. • Led executive team in the successful design and deployment of employee engagement tools for a large division; positive feedback resulted in HR deploying the tools company-wide. Tools were designed for separate audiences – managers and non-managers. Content was a compilation of best practices for team building and career development along with internal resources for additional support. • Rapidly deployed temporary banking facilities in response to the Hurricane Katrina disaster providing banking services to the 10,000+ evacuees at Kelly AFB, San Antonio TX in time for the FEMA emergency relief fund distribution. Coordinated with internal and external business partners to create a rapid-response team to complete the temporary facility within 3 days. Liaised with FEMA, The American Red Cross and San Antonio police to ensure necessary support, as well as to address any concerns.
Additional Work History
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Education
SOUTHERN METHODIST UNIVERSITY, DALLAS TX – DOUBLE MAJOR • Bachelor of Business Administration - Marketing • Bachelor of Arts - Psychology
Qualifications Summary
Wide-ranging experience as Internal Change Consultant regarding organizational change implementation in both operational and customer-facing business functions. Assesses and communicates risks and rewards associated with business decisions. Prepares stakeholders for change using excellent communication, facilitation, teamwork, and presentation skills. Identifies and integrates best practices in a team-focused environment.
Communications Manager, Trust Operations, Bank of America, Dallas, TX HR Generalist and Executive Recruiter, Bank of America, Dallas, TX Retirement Planning Consultant, Bank of America, Dallas, TX Manager, Trust Mortgage Department, Bank of America, Dallas, TX Office Manager, Bell Financial Services Inc., Dallas, TX
1998-2001 1994-1998 1991-1994 1984-1991 1983-1984
Leadership experience in fast-paced virtual and complex environments. Committed to successful change management, regardless of client size or industry.
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