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AREAS OF EXPERTISE
• Coaching and feedback
• Ombudsmanry
• Team and group facilitation
• Communications
• Matrix management
• Global teams
• Conflict resolution
• Mediation
CLIENTS
• Furnished upon request
LEVEL/TYPE
• EVP • SVP •
VP • Middle management •
Line or Staff
BIOGRAPHICAL INFORMATION
Arlene held a variety of leadership positions at American
Express for 17 years. Her most recent position was Ombudsman. As
Ombudsman, she coached executives (Presidents on down) about staff
relations, ethics, leadership performance, change management, diversity,
sensitive issue management, communications, linking employee issues to
business results, inter alia. Arlene consulted to domestic and
international corporations and governmental/non-profit organizations on
starting or improving an ombuds function.
Prior to that, she led a database marketing group and before that, a
re-engineering/quality project. In various divisions, she did marketing,
product management and finance.
She is a member of The Ombudsman Association (TOA) and of the
University and College Ombudsman Association (UCOA). For TOA, she serves
on the curriculum and outreach committees, has written for the newsletter
and designed and delivered training courses. She has co-authored articles
for American Express and external publications.
Arlene holds an MBA in Finance and Accounting and an MS in Human
Nutrition from Columbia University, and a BA in Psychology from Brown
University. Her professional training includes ombuds courses, mediation
training at CDR in Boulder, crisis counseling, coaching and feedback,
change management, group dynamics and consulting.
Prior to American Express she was an internal strategy consultant at
Blue Cross/Blue Shield, business man and a paralegal aide at a law firm in
Providence, RI. She volunteers as a group facilitator at a non-profit in
NYC.
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