VP Quality Management Strategy in Richmond VA Resume Jo Rohr

Jo Lin Rohr Glen Allen, VA 23059 H: 804.364.3716

C: 804.317.5050

│ [email protected]

│ www.linkedin.com/in/jolrohr

ORGANIZATIONAL PERFORMANCE MANAGEMENT SPECIALIST Leading private and public sector businesses to maximum performance. Excels at analyzing organizations, developing innovative programs to focus resources, strengthen processes, and empower teams to build a culture of principals and values. History of effectively improving organizational performance in multiple sectors. Core competencies include: ~Leadership & Governance ~Change Management ~Customer Service Focus

~Communications ~Continuous Improvement ~Workforce Focus

~Strategy Planning ~Performance Measurement ~Coaching & Mentoring

CAREER HIGHLIGHTS ~Recognized with the Award for Continuing Excellence by State Quality Award Program (VA-SPQA) in 2004 ~Training Magazine’s Top125 in 2007, 2008, 2009, 2010, & 2011 ~2009, 2010, 2011 & 2012 Chair of Virginia Senate Productivity & Quality Award Board/SPQA ~Presented the Bridgestone/Firestone Chairman’s Award 1993 JR SUCCESS, LLC, Glen Allen, VA 2011 Senior Partner (2011) Consultant for performance excellence with the use of our nation’s Baldrige Performance Excellence Criteria. CHESTERFIELD COUNTY GOVERNMENT, Chesterfield, VA 1999—2011 Quality Director (2002-2011) Chosen from national search to direct strategic planning, performance management, process management, customer service, employment engagement and development, and performance measures and analysis. County earned highest recognition level through Virginia State Quality Award process. Saved county $1M annually over the last 5 years by collaborating with 46 county departments to apply quality management principles to business needs. Achieved key target performance ratings above national norms. Accomplished 100 annual success stories around county goals related to innovation and empowerment. Led strategic planning process and performance measures by guiding and assisting department leaders. Coordinated budget planning with Budget Office and reported performance results. Achieved above-average citizen satisfaction rating of 94% through forward-thinking organizational analysis. Designed customer service standards and oversaw citizen and business surveys throughout county. Coordinated organizational assessments and managed continuous improvement plans. Achieved 94% transfer of learning rating on quality curriculum offered through county’s university while Dean of the School of Quality. Designed and managed electronic knowledge management system to track performance. Chief of Administrative Services (1999-2002) Led Human Resources, Finance, and Administration for Fire and EMS Department with 500 career and 300 volunteer personnel. Supervised 15 direct reports and made strategic human resource, talent management, and financial decisions. Directed strategic planning process in order to improve efficiency, determine staffing levels and structure, and identify capital project needs. Managed financial processes including payroll, budget and accounts payable. Directed high performance initiatives with performance measures, customer satisfaction action plans, change management, quality principles training, leadership development, employee suggestion and recognition programs, and ongoing performance consulting with executive staff.

JO ROHR

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CAPITAL ONE FINANCIAL SERVICES, Glen Allen, VA 1996—1997 Senior Manager of Quality Management Created the first strategic plan for 900 employees of two high-volume call centers to improve customer service, increase accuracy, and reduce call times. Exceeded targets for product sales and profits through quality management and auditing program. Served as internal consultant to the Secure Card Division, leading senior management through strategic planning, including identification of vision, mission, goals, measures, and initiatives. Improved employee engagement, empowerment, teamwork, and performance in order to provide excellent customer service. Led project to assess and fill organizational gaps. Established hiring standards, employee development programs, and employee performance measures. Oversaw resolution of human resources issues. Directed employee satisfaction feedback process and employment recognition program. MARINE GROUP, DIVISION OF BRUNSWICK, Murfreesboro, TN 1994—1996 Director of Quality Management Hired by underperforming manufacturing company to create and implement performance management systems in consultation with president and vice presidents. Led company reorganization by establishing standards, policies and procedures, a code of ethics, goals and performance measures, recognition programs, and employee feedback surveys. Developed programs including tracking systems for rework, education and training Decreased employee turnover by 50% in the first year, which reduced hiring and training expenses, by focusing on the 80% of the workforce. Directed educational development, including coaching and mentoring managers and supervisors. Directed the training of 500 off-site employees in safety, customer focus, organizational awareness, and manufacturing processes during plant closure in order to keep workers employed. BRIDGESTONE/FIRESTONE, INC., Nashville, TN 1986—1994 Organization Development Consultant (1989-1994) Selected by CEO to be one of five managers to serve as internal organizational performance consultant to senior leaders. Traveled to various plants to consults on staffing issues and process improvement. Managed high-level projects, including leading manufacturing plants through ISO 9001 certification. Performed need assessments to for senior leaders on staffing, shift scheduling, union relationships. Developed and managed company’s Quality University Learning Center Legal Assistant (1986-1988) KEY EDUCATIONAL DEVELOPMENT Bachelor of Arts in Sociology, Ohio Northern University, Ada, Ohio Associate Degree in Criminal Justice, Kent State University Legal Assistant Certificate, American Institute for Paralegal Studies Malcolm Baldrige Examiner and training for National Baldrige Program in 2007 Total Quality Control Certificate, Bridgestone/Firestone Quality University Total Quality Improvement Certificate, Chesterfield Quality University