Mary Mudge

March 2012 – Present (1 year) Founder, InnerQuest Associates   Boston, Ma.

Founder of InnerQuest Associates a consulting company working with individuals and business teams. Emphasis is on strategic planning, goal setting, execution and coaching. We have a strategic partnership with Best Year Yet that allows us to offer 1 year coaching programs designed to help our clients meet and exceed goals.

Best Year Yet is …
A year-long planning and implementation process for actually achieving previously unattainable levels of business performance. It is the only system that begins with the planning session, but then monitors progress throughout the full year, holding people accountable for the outcomes they set for themselves:

Create a clear plan, and the progress being made on that plan, that can be easily communicated to leadership and – when appropriate - the organization

Build an efficient structure for individual and team accountability based on the unleashed power of collaborative support, cooperation and accountability and all used to create positive peer pressure.

Experience high-performing team behaviors and results that capture the team's true potential.

Project Manager The Aspen Group May 2011 – March 2012 (11 months) Boston, Massachusetts

Responsible for process, training and client escalations during the creation of a centralized Help Desk at Verizon Telecom. The help desk will provide a knowledge bank and real time coaching for Consumer Representatives in the Northeast. The goal is to enhance the customer experience and increase net promoter scores.

Sr Business AnalystAPR Consulting November 2006 – December 2011 (5 years 2 months) Boston

Assigned to a Fortune 2 Telecom.  Responsible for the reduction and stabilization of agent productivity in the Northeast Region’s Consumer and Business call centers. Five thousand (5,000) agents and two hundred and fifty (250) managers. In addition, as part of a national productivity improvement force, respond to ad hoc performance improvement by;
Observing and analyzing performance of front line service representatives.
Identify and document, for senior team, gaps in performance and solutions for closure
Design process, systems and changes for gap closure
Design and manage field trials
Develop and Deliver management and associate training tied to specific organizational goals
Drive full scale implementation through processes and relationship building

Staff Director   Verizon  January 1980 – January 2005 (25 years 1 month) Boston/New York City

Change agent and innovator of large strategic business initiatives.

At the request of the Vice Chairman, spearheaded the corporate culture shift from an autocratic command and control management approach to a collaborative, coaching team centered organization.
Responsible for performance improvement recommendations and solutions in Retail Sales both Consumer and Business lines of business.

Worked directly with the senior team on strategic change culture and operations changes designed to move the company from a "public utilities" mind set to one of winning in the marketplace.

Considered SME in Training and Development, Coaching/Mentoring, Customer Care, Telephone Sales. Particular emphasis on customer facing projects in response to market driven initiatives.