1. NANCY FREEMAN-ROCHE, PMP
http://www.linkedin.com/in/nancyfr 914-497-4729 nancyfr@optonline.net
EXECUTIVE - CHANGE MANAGEMENT/REENGINEERING
Leader of change management programs consistently rated above expectations, exceeding the required
successful project outcomes
Extensive executive experience working in diverse industries: corporate, healthcare and government
and ability to adapt successfully to any organizational culture
Skilled at instituting domestic and international change management departments and processes from
project inception through implementation, focusing on cultural sensitivity
Develops relationships with, and ensures the appropriate participation of, key client stakeholders,
senior client executives and IT
Expert in process development and implementation
PROFESSIONAL SUMMARY
Sr. Managing Consultant – State of Massachusetts, Executive Office of Labor and Workforce
Development 2011 to present
Leading change management, training, communications and re-engineering efforts for a $50M IT project to
provide a web based self-service unemployment systems.
Business Impacts
• Lead the development of change management strategies in collaboration with the leadership team and
project teams on transformational programs and business as usual opportunities
• Develop and deliver all training activities, including the coach of the senior management team
• Partner with the business to evaluate change effectiveness and drives sustainability of the changes
through strategic communications planning, capability building, and other organizational readiness
efforts
• Drive adoption of the change, including identification and management of key stakeholders and
development of metrics to measure change sustainability
• Command an internal communications team, developing strategies and deliverables
Independent Consultant – City of New York, Brookdale Center 2009 to present
Training Curriculum Consultant
Provide expertise on creating, editing, quality assurance and revising training materials for Homeless Shelter
social workers. Materials allow them to communicate more effectively with their homeless patients and get
them back to a more balanced and fulfilling life.
Siemens Healthcare Diagnostics 2008- 2009
Senior Consultant, Change Management and Communications
Managed a global internal change management communications project. Developed and maintained internal website to
ease change management merger activities and improve sense of community.
Business Impacts
Developed all end user change management program communications and training for a global desktop
exchange project with $50M in projected operational savings over Fiscal 2009-2010
Developed SAP project change management communications and website update process
Provided QA for executive processes and policies.
50% increase in website traffic in a two month period by delivering relevant and current content
25% boost in training attendance over previous sessions by developing/executing a communications
2. Nancy Freeman-Roche Page Two nancyfr@optonline.net
campaign process to raise awareness and interest levels among potential attendees
City of New York, Financial Information Services Agency 2005 to 2008
Senior Consultant - Project Manager, The City of New York
Project manager for all change management communications and training for a $200M financial software deployment
project for The City of New York across 100+ city agencies, 5K employees and 50K+ City vendors.
Business Impacts
$75M in projected Department of Education (DoE) operational savings in Fiscal 2009-2010 through project
management of all communications and training of 250 DoE employees
25% and 33% projected reduction in vendor call volumes to Comptroller and City agencies
in 2008-2009 by designing and executing project’s vendor communication strategy and plan and
educating 800 city employees on new vendor portal functionality
20% decrease in problem resolution time by developing process utilizing scorecards and status reports
adhering
to SDLC activities
Reduced vendor call time to Call Center by 5 minutes through utilizing a knowledge database to handle
vendors’ questions making the process more efficient
Independent Consultant and Mortgage Loan Officer 2003-2005
Business Impacts
30% sales retail sales increase in a three month period realized by instituting a customer loyalty
program process
8% increase in a non-profit’s membership by creating communications project plan
IBM, White Plains, New York
Senior Program Director and OD, IBM America’s Marketing 1999-2003
Directed all IT tools project implementations, change management communications, training, resource planning and
budgeting for a $2B marketing organization with 1600+ employees with a team of 25.
Business Impacts
Established a Program Management Office for all project activities
20% productivity increase implementing new marketing campaign tool
$50M in operational savings over a 12 month period with improved reporting process
$6M additional revenue for IBM Server division in a three-month period by creating an innovative
marketing campaign to reconnect with former customers
$15M in cost reduction over Fiscal Year 2000-2001 through sunsetting of local country marketing
tools
Senior Program Manager, IBM Latin America’s Direct Marketing 1996-1999
Managed all tool implementations, training and IT processes in Latin America Direct Marketing.
Business Impacts
$50M revenue generated with new High Volume Parts project working closely with country
sales and marketing executives
$1M in operations savings in Fiscal 1996-1997 accomplished by deploying JD Edwards PC tracking
tool in Brazil
Developed and documented new Customer Relationship Management process that resulted in
organization being 1st in Customer Satisfaction Survey company wide in 1998
Trained call center/sales personnel on IT tools to increase productivity
EDUCATION
BA Business Administration Pace University, Pleasantville, N.Y.
Certified PMP
IBM Management Training Institute
MIT eLearning Business Certificate Course
IBM education in management/processes/methodologies
