MAUREEN L. MACKENZIE, Ph.D., PHR

ASSOCIATE PROFESSOR OF MANAGEMENT & LEADERSHIP

DOWLING COLLEGE, TOWNSEND SCHOOL OF BUSINESS

Phone: 631-244-3245 (work); Email: mackenzm@dowling.edu

Doctor of Philosophy, Ph.D.

C.W. Post Campus of Long Island University
College of Information and Computer Science, Brookville, New York
Degree requirements met January, 2003, degree conferred May 11, 2003

Masters of Business Administration, MBA.

Bachelor of Arts, BA.

HRCI Professional Designation

Fellowship

Dowling College, Townsend School of Business, Oakdale, New York. 

Briarcliffe College, Bethpage, NY.  Adjunct Faculty:  Fall 1997- Spring 2001

2012 Nominated for the ACE Award
2010 Long Island Business News, Feb.12-18, 2010 – Recognized in “Ones to Watch” section, p.36A

2007 Honoree at Provost reception to “celebrate faculty accomplishments.”  November 28, 2007.

2006 Faculty “Pride” Award Winner

2005 Honoree - Women’s History Month Celebration.  Honored by Oakdale Dorm Council, Dowling.

2003 Nominated by Dean of the College of Inf & Computer Sci for UMI Doctoral Dissertation Award

2002 Awarded Research Travel Grant from New York City Library Club

2001 LRRT Doctoral Student Research Competition

2001 ALISE Student International Research Poster Competition, awarded second place honor

1997 Elizabeth Reilly Scholarship Award Recipient, $2,000

1996 Nominated for Third, Second and First Level Team Excellence Award, Allstate Insurance Co.

1995 Awarded 2nd highest level Chairman's Quality Award for Excellence, Allstate Insurance Co.

“How Does the Library Profession Grow Managers? It Doesn’t – They Grow Themselves.”  (Mackenzie 1st author; co-author James Smith, St. Francis College).  2011. Advances in Librarianship Journal, v. 33, 51-71. Emerald Group Publishing, Limited.

“Manager Communication and Workplace Trust: Understanding Manager and Employer Perceptions in the E-world.  2010 (December). International Journal of Information Management, 30(6), 529-541.  ISSN 0268-4012. Also, online publication URL: http://dx.doi.org/10.1016/j.ijinfomgt.2010.04.001.

“Management Education for Library Directors: Are Graduate Library Programs Providing Future Library Directors With the Skills and Knowledge They Will Need?”  (Mackenzie 1st author; co-author James Smith, St. Francis College).  Summer, 2009.  Journal of Education for Library and Information Science. 50(3), 129-142. ISSN: 0748-5786.

“Exploring the Forms and Features of an Undergraduate General Education Curriculum.”  2008, Spring.  Long Island Education Review, 7(2), 31-33.

“The Transition from Self-Employed, Self-Managed Entrepreneur to Supervisor and Employee: The Value of the Employee Manual for the Small Business Owner.”  2007, Fall.  Journal of Business and Economic Studies, 13(2), 73-90.

“ASIS to ASIS&T: A Society in Transition?”  2006, November.  Journal of the American Society for Information Science and Technology. Volume 57(13), 1750-1757.

“Managers Look to the Social Network to Seek Information.” 2005, January.  Information Research, An International Electronic Journal, 10(2) paper 216.  ISSN 1368-1613 [Available at http: InformationR.net/ir/10-2/paper216.html]. 

“An Exploratory Study Investigating the Information Behaviors of Line-managers Within a Business Environment.”  2003, December.  The New Review of Information Behaviour Research, 4, 63-78, (ISSN: 1471-6313). (ISN: 147-6313)

“Exploring the Desired Outcome of an MBA Education.”  2003, December.  The Long Island Education Review. 3(2), 14-16.

“A Quest For Knowledge: The Goal of Future Researchers.”  2003. Canadian Journal of Information and Library Science.  27(4), 55-56.  Invited paper by journal editor.

“Storage and Retrieval of E-mail in a Business Environment:  An Exploratory Study.”  2002, December.  Library and Information Science Research, 24(4), 357-372.

“The Personal Organization of Electronic Mail Messages in a Business Environment, An Exploratory Study.”  2000, December.  Library and Information Science Research, 22(4), 405-426.

“Emerging Business Theories for Educators and Practitioners.” Mackenzie and Rosenberg (Eds). 2007. Published by Cambridge Scholars Press, New Castle, UK. ISBN (10): 1-84718-367-0; ISBN (13): 1978-847183675.  365 pages.

“The Value of Spirituality within the Workplace: A Discussion and Proposal for Research.” (Mackenzie 1st author, co-author Gilles Servant, graduate student). Northeast Decision Science Institute Conference Proceedings, 40th Annual. Published in Business Ethics track. April 2011. Pgs 135-149 (digital proceedings, CD, and published with EBSCO, www.ebsco.com). Results presented at the Marriot Montreal Chateau Champlain, April 14, 2011 (sole presenter).

“An Exploratory Study of the Management Education for Leaders of Non-traditional Businesses: Part II – The Exploration Continues.”  (Mackenzie 1st author; co-author James Smith, St. Francis College).  Proceedings of the 35th Annual Conference of the Northeast Business and Economics Association. Nov. 2008. Pgs 104-107.  Published by Northeast Business & Economics Association.  ISSN 1936-203X (hardcopy); 1936-3048 (online). Results presented, Melville Marriott, Melville, NY, Nov.7, ‘08.

“An Exploratory Examination of Two Models for the Distribution of Property and Casualty Insurance.”  (2nd author to Jamie Rogers). Proceedings of the 35th Annual Conference of the Northeast Business and Economics Association.  November, 2008.  Pgs 123-128.  Published by the Northeast Business & Economics Association.  ISSN 1936-203X (hardcopy); 1936-3048 (online proceedings). 

“An Exploratory Study of Libraries and Their Managers: Management Education for Leaders of Non-traditional Businesses.”  Co-authored with James Smith, St Francis College.  Proceedings of the 70th Annual Meeting of the American Society for Information Science and Technology, October, 2007, Milwaukee, WI, Volume 44. Published on CDROM. ISBN: 0-87715-539-9.  Pages 960-975.

“Research Inquiry into Manager Behavior:  An Iterative User-centered Method.”  Proceedings of the 2006 Annual Conference of the Northeast Business and Economics Association, October 12-14, 2006, Danfords Inn, Port Jefferson, NY. Pgs., 177-183. URL: www.dowling.edu/nbea/onlineproceedings.pdf

“Customizing the Capstone Experience: Management Education.”  Co-authored with Toni Loschiavo.  Proceedings of the 2006 Annual Conference of the Northeast Business and Economics Association, Danfords Inne, Port Jefferson, NY. Pgs., 173-176.  URL: www.dowling.edu/nbea/onlineproceedings.pdf

“Change, Easier Said Than Done!  The Leader’s Role.”  Proceedings of the 2006 Annual Meeting of the Northeast Decision Science Institute, March 30-April 1, 2006, Caribe Hilton, San Juan, PR.

“ASIS to ASIS&T: Has There Been a Change in the Conference Content.”  Proceedings of the 68th Annual Meeting of the American Society for Information Science and Technology, November, 2005, Charlotte, NC. Volume 42, Published on CDROM.

“Are Managers Rational Actors?”  Proceedings of the Northeast Business and Economics Association October 27-29, 2005, Hyatt Regency Hotel, Newport, RI.  Pgs., 30-34.

“Furthering the Exploration of Information Behavior: High Performing Sales Agents and Line Managers.”  Proceedings of the 2005 Northeast Decision Science Institute, March 30 – April 1, 2005, Philadelphia, PA.  Published in digital proceedings.

“The Cultural Influences of Information Flow at Work:  Manager Information Behavior Documented.”  Proceedings of the 67th Annual Meeting of The American Society for Information Science and Technology, November, 2004, Providence, Rhode Island.  Volume 41, 184-190.

“Can the Research Presented at the Annual Conference Help to Define the Association?  An Exploratory Study.”  Proceedings of the 67th Annual Meeting of The American Society for Information Science and Technology, November, 2004, Providence, Rhode Island.  Volume 41 40-44.

“Business Education: Learning Outcomes, Embedded Assessments and Student Feedback.”  Proceedings of the 2004 Annual Conference of the Northeast Business and Economics Association, September 2004, NY: Yeshiva University, Sy Syms School of Business, 123-127.

“Exploring Manager Behavior:  Personality, Self-esteem and Optimism.”  Proceedings of the 2004 Annual Conference of the Northeast Business and Economics Association, September 2004, NY: Yeshiva University, Sy Syms School of Business, 213-217.

“A Theoretical Model of Managerial Decision Making and the Accumulation of Information.”  Proceedings of the Thirty-Third Annual Meeting of the Northeast Decision Science Institute, pgs 261-265.  Presented at the Tropicana Hotel, Atlantic City, NJ. March 24th – 26. 2004.

“Information Gathering Revealed Within the Social Network of Line-Managers.”  Proceedings of the 66th Annual Meeting of the American Society for Information Science and Technology, Long Beach, CA, October 19-22, 2003, Volume 40, pgs 85-94.

“Does the MBA Education Meet the Needs of Employers? An Exploratory Study at a Northeast College." Proceedings of the 2003 Annual Conference of the Northeast Business and Economics Association (NBEA).  Presented at NBEA conference hosted by Montclair State University, Upper Montclair, New Jersey, October 3-4, 2003, 109-110.

“Information Gathering: The Information Behaviors of Line-managers Within a Business Environment.”  Proceedings of the 65th Annual Meeting of the American Society for Information Science, Philadelphia, PA. Volume 37, November 2002. Pgs. 164-170. Presented at The Wyndham Franklin Plaza Hotel, November 18-21, 2002.

“An Exploratory Study Investigating the Information Behaviors of Line-managers Within a Business Environment.”  Article published in Working Papers of the ISIC2002, published by Universidade Lusiada de Lisboa, September 11, 341-361. Presentation: Information Seeking in Context: The Fourth International Conference on Information needs, Seeking and Use in Different Contexts.  Lisbon, Portugal – September 11-13, 2002. Universidade Lusiada.

“The Classification, Storage, and Retrieval of Electronic mail – Two Exploratory Studies.”  Proceedings of the 63rd Annual Meeting of the American Society for Information Science, Vol. 37, 177-189.  Presented at conference, November 12-16, 2000.

“An Examination of the Information Flow Within a For-Profit Business Unit.” 2003. The Canadian Journal of Information and Library Science, 27 (4), p. 91.  Full paper published in the Proceedings of the 8th Annual Connections Conference, Long Island University, Brookville, New York. Volume 1, p. 43.  Presented at conference June 6-8, 2003. 

“Investigating the Information Behaviors of Managers: Report of Preliminary Results.”  2001. The Canadian Journal of Information and Library Science, 26 (2/3), p.112.  Abstract also published in conference proceedings.  Presentation to Connections 2002 Conference, May 11-12, 2002, University of Western Ontario, London, Ontario.  (Note: Conference paper abstract published after conference date in 2002, but journal edition was dated 2001 to fill obligation for prior year’s issue)

“Information Accumulation Within a Business Environment: Theory Building.”  2000. The Canadian Journal of Information and Library Science, vol. 25(1), 40-41.  Abstract also published in conference proceedings. Presentation at Connections 2000 Conference, October 27-28th.  University of Tennessee.

“An Exploratory Study Focused on the Classification of E-mail Received by Managers in a Business Environment,” 1999.  The Canadian Journal of Information and Library Science, vol. 24(2/3) (June-September), p. 34.  Abstract also published in conference proceedings.  Presentation at Connections '99 Conference, Oct. 22-23rd.  University of Toronto, Toronto, Canada. 

“A Study of the Human Factors That Influence the Flow of Information.” 1998. The Canadian Journal of Information and Library Science, vol. 23(3), 57. Abstract also published in conference proceedings.  Presentation to Connections '98 Conference (Oct. 24-25th), Univ. of Western Ontario, London, Ontario. 

“Information Seeking and Use in Diverse Organizational Contexts.”  2009. Refereed panel session.  Co-presenters/panelists are Dr. Chun Wei Choo, University of Toronto, Canada; Dr. Brian Detlor, McMaster University, Hamilton, Ontario, and Dr. Don Turnbull.  Abstract of paper session theme published in Proceedings of the 2009 Annual Meeting of the American Society for Information Science and Technology, November, 2009.  Panel presentation took place on Monday, 9, 2009 at the Hyatt Regency, Vancouver, BC, Canada.

“Something Else They Didn’t Teach Us: Management Education for Non-traditional Managers.  The Case of Library Directors. Refereed paper presentation and panel discussion, Co-presenters are Dr. Michael E. D. Koenig, Long Island University, Brookville, NY; Dr. James Smith, St. Francis College, Brooklyn, NY; Ms. Lauren Spatig, Fielding Graduate Institute, Santa Barbara, CA.   Overview of panel topics is published in 2008 Northeast Decision Sciences Institute Proceedings, March 30, 2008, Brooklyn Marriott, Brooklyn, New York. Published on CDROM pages 152-154. Note: Double blind peer reviewed.

“The Complexity and Value of Managing in the Digital Environment.”  2007. Paper presentation and panel discussion. Co-presenters/panelists are Dr. Brian Detlor, McMaster University, Hamilton, Ontario, and Dr. Don Turnbull, University of Texas at Austin. Abstracts of presented papers published in Proceedings of the 70th Annual Meeting of the American Society for Information Science and Technology, November, 2007, Milwaukee, WI.  Volume 44.  Abstract published on CDROM. ISBN: 0-87715-539-9.  Pages 1755-1757. Note: Double blind peer reviewed.

“Knowledge Management Practices in Organizations Undergoing Fundamental Change.” Paper presentation and panel discussion.  Co-presenters/panelists are Dr. Brian Detlor, McMaster University, Hamilton, Ontario, and Dr. Don Turnbull, University of Texas at Austin. Abstracts of presented papers published in Proceedings of the 68th Annual Meeting of the American Society for Information Science and Technology, November, 2005, Charlotte, NC.  Volume 42.  Abstract published on CDROM.

“Exploring the Connections: Management Theory and Information Studies.”  Technical Panel Presentation - Presented at the American Society of Information Science Annual Conference.  Westin Hotel, Long Beach, CA, on October 20th, 2003, Abstract published in the Proceedings of the 66th Annual Meeting of the American Society for Information Science and Technology, p. 434.

Review of “Creative Methods in Organizational Research”, Edited by Michael P. Broussine, Los Angeles, SAGE, 2008 (Sage Series in Management Research).  ISBN 978-141-290-133-8 (cloth); 978-141-290-134-5 (paperback).  2010. Library and Information Science Research: An International Journal, 32(1), 91-92.

“How Does the Library Profession Grow Managers? It Doesn’t – They Grow Themselves.”  See 2011 reference under Journal articles.

“The Complexity of Managing People and Processes,” ppgs 126-130. In Emerging Business Theories for Educators and Practitioners, Mackenzie and Rosenberg (eds). 2007. Cambridge Scholars Press: Newcastle, UK. 

“Concluding Discussion.”  Co-authored with Stuart Rosenberg. ppgs 354-358. In Emerging Business Theories for Educators and Practitioners, Mackenzie and Rosenberg (eds).  2007. Cambridge Scholars Press: Newcastle, UK. 

“eManagement in the Dynamic Digital Environment” 2007. Paper presentation and panel discussion.  Co-presenters are Dr. Don Turnbull, University of Texas at Austin, and Mr. Andy Edmonds, FreeIQ.com & Smart Marketing, Inc. 8th World Congress on the Management of Electronic Business.  July 12-13, 2007, Toronto, Ontario, Canada. Note: Double blind peer reviewed.

“Leadership in the Information Age: A Culture of Continual Change.” 2007. In Special Section titled Managing in the Digital Environment. Bulletin of the American Society for Information Science and Technology, 33(4), 10-13.  [For online access: http://www.asist.org/Bulletin/Apr-07/mackenzie.html.]

“The Art of the Interview.” Presentation at the Dowling College Career Seminar sponsored by the Dowling College Business Society, February 11, 2012.

“Educating Library Directors: Stage Three.” Co-authored with James P. Smith, St. Francis College.  Juried paper presented January 22, 2009 at ALISE Annual Conference (Association for Library and Information Science Educators), Grand Hyatt Denver, Denver, CO.  Abstract published online: http://www.alise.org/mc/page.do?sitePageId=83109 (last viewed 1/24/09).

“An Exploratory Study on Management Education for Leaders of Non-Traditional Businesses.”  Co-authored with James P. Smith, St. Francis College. Referred paper presented November 8th, 2007 at Central Connecticut State University, New Britain, CT. Expanded abstract published in Proceedings of the 34th Annual Meeting of the Northeast Business and Economics Association. Ppgs 72-73.

“Women’s Celebration Month.” Invited keynote speaker.  Sponsored by the Oakdale Dorm Council, Dowling College, Oakdale, NY.  March 23, 2005.  Speech published: www.dowling.edu/faculty/Mackenzie

“Mapping the Information Relationships of Line-Managers.” Presented at the International Sunbelt Social Network Conference XXIII, February 12-16, 2003, Westin Regina Hotel, Cancún, Quintana Roo, México. Abstract published in refereed conference proceedings, p. 38.

“Managers Look to the Social Network to Seek Information.”  Refereed paper presented at the Information Seeking In-Context (ISIC) 2004: The Fifth International Conference on Information Needs, Seeking and Use in Different Contexts. University College Dublin, Belfield, Ireland, September 1-3, 2004. (Subsequently published as journal article)

“Learning Outcomes & Program Assessment: Challenges, Successes, Progress and Plans.”  Panel Presentation to the Northeast Decision Science Institute, March 31, 2005, Sheraton Society Hill Hotel, Philadelphia, PA. Published in digital refereed proceedings of the conference.  I served as panel designer and facilitator. 

“Management Education: Identifying The Skill Set That Employers Require.”  Refereed interactive paper (IP).  Abstract published.  Academy of Management Conference.  Aug. 2-11, 2004. New Orleans, LA.

“The Knowledge Savings Account: A Model of Information Accumulation Behavior.” Knowledge Management. www.destinationkm.com/articles/default.asp?ArticleID=1108.  January 6, 2004.

“Labor Unions, A Primer,” Invited speaker by Okonimos and Educare, Inc. Full day seminars held: The Crowne Plaza Hotel, Albany, NY, Jan. 12 & 14, 2004. The Hampton Inn, Holtsville, NY, April 4, 2005.

“Development of a New Research Instrument to Measure the Information Behaviors of Managers.”  Winner of the LRRT Doctoral Student research competition.  Paper presented at the American Library Association (ALA) Annual Conference, June 17th Marriott Hotel, San Francisco, CA. 2001.

Managing the Dissertation Process from Start to Finish: Strategies for Success. 2003.  Invited presenter and panelist. ALISE Annual Conference, January 21 – 24, 2003, Doubletree Hotel, Philadelphia, PA. 

“2000 – 2001 Long Island Internet Impact Study.”  2001 (October).  Researcher: Maureen L. Mackenzie.  Research conducted in partnership with C.W. Post Campus of Long Island University.  Published and disseminated in the Long Island Business News by LIA.

“User-Study Methodology.”  Graduate Student Poster Session at 2001 LILRC Conference, October 26th at Dowling College, Oakdale, New York.  2001.

“Information Accumulation and Managerial Decision Making.” Doctoral Student research poster competition at 2001 ALISE Conference, January 10th at Capital Hilton Hotel, Washington D.C. Awarded 2nd place.  Abstract of winning poster published:  2001 (Fall). Journal of Education for Library and Information Science, 42(4), 380-382.

Long Island Univ. Continuing Education Seminar, 2000 (Dec. 3rd) Who owns information?  A seminar focused on four components of intellectual property: Copyright, Trademark, Trade secrets, and Patents.

Briarcliffe College, Bethpage, NY. 2000 (August 7th) Topic:  Building Quality Customer Relationships at Briarcliffe College. Faculty and staff development program. 

“An Exploratory Study of the Organization, Storage, and Retrieval of Electronic Mail Messages in a Business Environment.”  Invited by Doctoral Committee Chairperson to present research at LIU Ph.D. New Student Orientation. (September 9th), Long Island University/ CW Post Campus, NY. 1999.

“The Relationship Between Society, Information, and Individual Judgment.”  Presentation to ASIS Graduate Research Forum, (April 30th) NYU, Manhattan, NY. 1999.

“Northeast Business & Economics Association, Proceedings of the 33rd Annual Meeting,” Maureen L. Mackenzie (Assistant Editor), with Stuart Rosenberg (Editor).  Published by the Northeast Business & Economics Association, October 2006. ISSN 1936-203x.  [Online version of publication found at:  www.dowling.edu/nbea/onlineproceedings.pdf. Online publication ISSN 1936-2048. 

“Connections 2003 Conference Program and Proceedings,” Maureen L. Mackenzie (Editor), Published by College of Information and Computer Science, Long Island University, June 2003. Also published online at http://connections2003.liu.edu/Proceedings.PDF. Journal publication of the abstracts from the Connections 8 Conference are included in the journal of the Canadian Association for Information Science. CJILS/RCSIB 27 (4) (2002/2003): 55-91.

Dean Search Committee – member - School of Business, 2008-2009

Lead author – NYS Education application to certify the Online MBA in Aviation Management, 2009

Lead author – Middle States Commission Application to gain certification for newly registered Online MBA in Aviation Management, 2009

Faculty Search Committee – member – Sport Management Department, 2007 and 2008

Lead author – NYS Education application to certify the Online MBA in General Management, 2007

Lead author – Middle States Commission Application to gain certification for newly registered Online    MBA in Management and Leadership, 2007.

Faculty Curriculum Committee – college-wide chairperson, 2003-2007

Represented Dowling as judge for 2nd Ann. Bus. Challenge for the William Floyd HS.  April 12, 2004

Represented Dowling as judge for the Young Prof Chamber of Commerce Competition. Dec.1, 2004

Long Range Planning and Development Committee – member, 2002-2003

Institutional Promotion Committee – chair (subcommittee of LRPDC), 2002-2003

Convocation team – member (subcommittee of LRPDC), 2002 -2003

Web-development committee – contributor & researcher, 2002-2003

Presidential Governance Task Force – FPC & LRPDC focus, 2002-2003

Planning and Priorities Team (PPT) – member, 2003

IACBE Accreditation Team – member, 2002-2003

Business School Advisory Council, member 2003

Represented School of Business: “Dowling Careers and Business Forum.” February 26, 2002.

Northeast Business and Economics Association (NBEA) – President, 2009 - Present

Editorial Board for Journal for Excellence in Business Education Journal, 2011- Present
http://www.jebejournal.org/index.php/jebe/pages/view/advisory

Editorial Board for Advances in Librarianship Journal, 2009 - Present

Northeast Business and Economics Association (NBEA) – Board of Directors Member, 2006-2009

Northeast Business and Economics Association (NBEA) – Vice President of Program, 2005-2006

Chair of NBEA Doctoral and Jr. Faculty Paper Competition, 2008, 2009.

ASIST ProQuest doctoral dissertation Committee, 2008

Society for Human Resource Management (SHRM)

American Society for Information Science and Technology (ASIS&T)

Academy of Management (AoM)

Northeast Decision Science Institute (NEDSI)

McGill University, Department of Information Studies, Summer 2011. Partnership to enhance management curriculum within MLIS Graduate degree.  Curriculum development: Project Management Graduate course (in approval process within McGill University.
Okonimos and Educare, Inc. Developed & conducted seminar on: Unions and Management

Okonimos and Educare, Inc. Developed & conducted seminar on: The Employment Manual

Okonomis and Educare, Inc. Developed & conducted seminar on: Team Building

Briarcliffe College – Development and implementation – Customer Service Training for Staff

North Suffolk Counseling, Hauppauge, New York, 1995 to 1996

Facilitated the introduction of the Quality Improvement process into the organization.

Partnered with Executive Director & Sr. management team.  Assessed organizational strengths and weaknesses, created strategy, and provided consultation at all management levels. 

CPICT3    Continuous Process Improvement Curriculum

QIPMC  Quality Improvement Process Management College, Philip Crosby, 1993, 1988

QWGT3   Quality Work Group "Train the Trainer," Philip Crosby, 1990     

QEST3     Quality Education System "Train The Trainer,” Philip Crosby, 1989

Twenty years of progressively responsible management experience.  Demonstrated ability to manage process improvement initiatives.  Particular expertise in training and developing people and organizations to reach full potential. Strong communication and human relations skills and problem solving abilities. Experienced operations manager.  Diverse managerial experience in the areas of operations, marketing, financial services, corporate training and residual markets.

New York Financial Services Establishment Manager, Allstate Insurance Company

Regional process owner for the hiring and installation of newly appointed Financial Specialists (FS Establishment) and Allstate agencies (ENAP)

Strategist and process owner for building the Allstate Financial Services (AFS) infrastructure

Leader of the AFS website development team for the New York Regional Office

Consultant for redesigning the AFS Licensing Team

Regional Marketing Manager  (July, 1996 - October 1997)

Long Island Sales Territory Marketing Consultant  (December 2000 - October, 1997)

Established Regional Marketing Department supporting New York Metro Regional Office. Territory covers Montauk Point to Rockland County. 

Developed integrated marketing campaign for Allstate agencies.  Developed and installed annual campaign comprising 9 programs.

Established NY Marketing Database allowing agents to target-market both internal customers and external prospects.  Installed marketing education for all agents and sales managers.

Designed an integrated marketing plan for the Hispanic Market combining advertising, mail campaigns, and telecommunication technology.

Shared Markets Field Manager

Managed Underwriting/Operating division servicing the 4 states of NY, CT, VT & ME. 

Directly managed a staff of over 90 employees and middle managers.

Extensive experience and knowledge in high volume insurance operations.

Awarded Chairman's Quality Award for excellence - 2nd year recipient.

Led 6 mgr team, certified by NY Ins. Dept. to conduct Continuing Edu. 1995: Trained 742 people.

Chair, departmental Quality Improvement Team since 1994.  Installed process skills training, establishing process mapping as standard for documentation & improvement.

Chair, Frauds Subcommittee of the NY Auto Insurance Plan Governing Committee. Ins. Dept.

1995 General Audit results reflect zero nonconformances in all compliance areas.

Led underwriting Special Investigation Unit to combat fraud & partner with Claim SIU’s.        

Operations Development Manager

Project leader designing billing process for Involuntary Market. Analyzed process specs. for 46 states.  Project leadership required negotiation & process analysis skills. Result: 100% compliance.

Re‑engineered Assigned Risk Department – focus: Underwriting and Operations.  Established underwriting job functions and career paths.  Realized efficiencies in span of control, training & workflow allowing for 100% departmental growth.

Created quality training strategies.  Educated management staff; developed a long-term strategy ensuring all managers gain knowledge on technical rules and regulations.

Implemented support staff training for field agents conducted over 40 seminars in less than 4 yrs.

Integrated a Performance Management Policy and philosophy to entire department of over 250 employees.  Achieved a 97% overall satisfaction level on employee satisfaction survey.

Training and Development Division Manager

Directed all training and development initiatives for over 800 exempt and non-exempt employees.

Managed a staff of 13 training specialists and 2 training managers.  Designed, developed and implemented training policies and procedures for entire operations department.

Quality Improvement Team-Education sponsor: Installed Quality Education for 800 employees.

Developed an Exempt Training Manager position.  Developed & installed wellness program, Management Development program, and centralized Career Development Center.

Designed Comprehensive training curriculum for front-line managers and non-manager positions.

Policy Processing Division Manager

Directed and managed staffs of up to 100 exempt & non-exempt employees.

Managed high volume work condition/work flow.  Ensured time service, quality & quantity standards met & maintained.  Implemented aggressive “field travel” program for all sales district

Managed exempt and non-exempt staffs within the Mail Center, Clerical Support & Data Entry areas. Developed performance standards & procedures, monitored work flow. 

Installed new courier service and "Zip + 4" program for entire operations center.

Supervised Customer Service and Complaint units.  Consolidated regional customer service areas into one servicing center.

• Northeast Business and Economics Association (NBEA) – President, 2009 - Present

Editorial Board for Journal for Excellence in Business Education Journal, 2011- Present

       http://www.jebejournal.org/index.php/jebe/pages/view/advisory

Editorial Board for Advances in Librarianship Journal, 2009 - Present

Northeast Business and Economics Association (NBEA) – Board of Directors Member, 2006-2009

Northeast Business and Economics Association (NBEA) – Vice President of Program, 2005-2006

Chair of NBEA Doctoral and Jr. Faculty Paper Competition, 2008, 2009.

ASIST ProQuest doctoral dissertation Committee, 2008

Society for Human Resource Management (SHRM)

American Society for Information Science and Technology (ASIS&T)

Academy of Management (AoM)

• Northeast Decision Science Institute (NEDSI)

• McGill University, Department of Information Studies, Summer 2011. Partnership to enhance management curriculum within MLIS Graduate degree.  Curriculum development: Project Management Graduate course (in approval process within McGill University.
• Okonimos and Educare, Inc. Developed & conducted seminar on: Unions and Management

• Okonimos and Educare, Inc. Developed & conducted seminar on: The Employment Manual

• Okonomis and Educare, Inc. Developed & conducted seminar on: Team Building

• Briarcliffe College – Development and implementation – Customer Service Training for Staff

• North Suffolk Counseling, Hauppauge, New York, 1995 to 1996

Facilitated the introduction of the Quality Improvement process into the organization.

Partnered with Executive Director & Sr. management team.  Assessed organizational strengths and weaknesses, created strategy, and provided consultation at all management levels. 

• SHRM – Ongoing professional CE credit related workshops

Recent HR workshops, July 13, 2011, January 26, 2012, March 8, 2012, March 22, 2012, April 26, 2012, April 27, 2012.
Attended annual SHRM conference: April 27, 2012

• CPICT3    Continuous Process Improvement Curriculum

• QIPMC  Quality Improvement Process Management College, Philip Crosby, 1993, 1988

• QWGT3   Quality Work Group "Train the Trainer," Philip Crosby, 1990             

• QEST3     Quality Education System "Train The Trainer,” Philip Crosby, 1989

Twenty years of progressively responsible management experience.  Demonstrated ability to manage process improvement initiatives.  Particular expertise in training and developing people and organizations to reach full potential. Strong communication and human relations skills and problem solving abilities. Experienced operations manager.  Diverse managerial experience in the areas of operations, marketing, financial services, corporate training and residual markets.

New York Financial Services Establishment Manager, Allstate Insurance Company

• Regional process owner for the hiring and installation of newly appointed Financial Specialists (FS Establishment) and Allstate agencies (ENAP)

• Strategist and process owner for building the Allstate Financial Services (AFS) infrastructure

• Leader of the AFS website development team for the New York Regional Office

• Consultant for redesigning the AFS Licensing Team

Regional Marketing Manager  (July, 1996 - October 1997)

Long Island Sales Territory Marketing Consultant  (December 2000 - October, 1997)

• Established Regional Marketing Department supporting New York Metro Regional Office. Territory covers Montauk Point to Rockland County. 

• Developed integrated marketing campaign for Allstate agencies.  Developed and installed annual campaign comprising 9 programs.

• Established NY Marketing Database allowing agents to target-market both internal customers and external prospects.  Installed marketing education for all agents and sales managers.

• Designed an integrated marketing plan for the Hispanic Market combining advertising, mail campaigns, and telecommunication technology.

Shared Markets Field Manager

• Managed Underwriting/Operating division servicing the 4 states of NY, CT, VT & ME. 

• Directly managed a staff of over 90 employees and middle managers.

• Extensive experience and knowledge in high volume insurance operations.

• Awarded Chairman's Quality Award for excellence - 2nd year recipient.

• Led 6 mgr team, certified by NY Ins. Dept. to conduct Continuing Edu. 1995: Trained 742 people.

• Chair, departmental Quality Improvement Team since 1994.  Installed process skills training, establishing process mapping as standard for documentation & improvement.

• Chair, Frauds Subcommittee of the NY Auto Insurance Plan Governing Committee. Ins. Dept.

• 1995 General Audit results reflect zero nonconformances in all compliance areas.

• Led underwriting Special Investigation Unit to combat fraud & partner with Claim SIU’s.        

Operations Development Manager

• Project leader designing billing process for Involuntary Market. Analyzed process specs. for 46 states.  Project leadership required negotiation & process analysis skills. Result: 100% compliance.

• Re‑engineered Assigned Risk Department – focus: Underwriting and Operations.  Established underwriting job functions and career paths.  Realized efficiencies in span of control, training & workflow allowing for 100% departmental growth.

• Created quality training strategies.  Educated management staff; developed a long-term strategy ensuring all managers gain knowledge on technical rules and regulations.

• Implemented support staff training for field agents conducted over 40 seminars in less than 4 yrs.

• Integrated a Performance Management Policy and philosophy to entire department of over 250 employees.  Achieved a 97% overall satisfaction level on employee satisfaction survey.

Training and Development Division Manager

• Directed all training and development initiatives for over 800 exempt and non-exempt employees.

• Managed a staff of 13 training specialists and 2 training managers.  Designed, developed and implemented training policies and procedures for entire operations department.

• Quality Improvement Team-Education sponsor: Installed Quality Education for 800 employees.

• Developed an Exempt Training Manager position.  Developed & installed wellness program, Management Development program, and centralized Career Development Center.

• Designed Comprehensive training curriculum for front-line managers and non-manager positions.

Policy Processing Division Manager

• Directed and managed staffs of up to 100 exempt & non-exempt employees.

• Managed high volume work condition/work flow.  Ensured time service, quality & quantity standards met & maintained.  Implemented aggressive “field travel” program for all sales district

• Managed exempt and non-exempt staffs within the Mail Center, Clerical Support & Data Entry areas. Developed performance standards & procedures, monitored work flow. 

• Installed new courier service and "Zip + 4" program for entire operations center.

• Supervised Customer Service and Complaint units.  Consolidated regional customer service areas into one servicing center.