Renee Jackson-Smith

Provide executive, leadership, mindset, and transition coaching to individuals and small groups. Use a variety of coaching tools and assessments to increase clients’ self-awareness, confidence, reduce stress, and accelerate career growth.

Reimagine enterprise talent and performance management based on data analysis to drive adoption and sustainability, develop need-based curriculums with relational content. Facilitate effective talent development conversations, strategic planning, including enhancing user-experience and simplification and development of communication tools, job aids and workshops. Partner with HRBP on effective engagement strategies, and HRSD to manage performance management system capabilities and reporting.

Automated Career Development Plan tool, resulting in 30 percent increase in employee usage of tool during first year.

Simplified and modernized performance management systems by reducing clicks to complete required performance management forms, along with simplifying questions to enable less system interaction and more intentional conversations.

Managed delivery of leadership training for 3700 leaders across the Delta Enterprise. Served as a strategic business partner with HR and business leaders to assess, create, and deploy customized development solutions. Managed two high potential leadership development programs.

 Successfully led 60% of HIPO program participants to promotions or increased promotion potential.
 Piloted a virtual development program with 270 participants and 65 percent completed the program.

Developed team of nine facilitators and volunteer group of 30 Certified Field Trainers

Delivered customer service and leadership training for frontline Airport Customer Service team members and leaders; directed execution, instructional design, development of learning content, and performance coaching

Implemented bi-annual facilitator skill and professional development workshop for volunteer training staff
Created and deployed large-scale Service from the Heart customer service initiative; trained 11K employees and 1.3K leaders’ company wide.

• Spearheaded non-profit organizational strategy development to ensure profitability, well-being, and achievement of short- and long-term goals
• Established and deployed process improvement strategies for board of directors’ recruitment, hiring, volunteer onboarding, and mentor training
• Increased organization’s reach through creation of company’s first website, increasing brand awareness and marketing; helped secure $55K in grant funding for FY2013
• Helped over thirty-six students become high graduates and college attendees/graduates
• Served as board member from

• Drive training and development, facilitation, and implementation of basic and advanced training programs for customer service agents and first line supervisors on new products, leadership, and system changes across multiple formats (instructor-led, self-guided, web based)
• Provided operational guidance for Workforce Management and utilization goals by monitoring key performance indicators, revenue, and customer loyalty goals
• Improved team productivity levels and proficiencies by 26% through development and facilitation of new hire training program
• Key player in Dynamic Delivery project team; saved company $180K moving customer communications from mail to e-mail delivery and reduced operating expenses by 30%.

• To manage daily operations for $2 million dollar customer retention program by resolving escalated service situations, compiling, and analyzing customer feedback data, and monitoring systemic issues
• Developed and managed compensation upgrade program to improve customer loyalty and reduce operating expenses

• Rapidly promoted through a series of increasingly strategic franchise, customer-focused, and leadership, learning and development roles to drive change process improvement and organizational development
• Designed succession planning activities for high potential employees by creating a formal mentoring program and coordinating leadership forums
• Created and deployed multiple surveys including employee culture survey and employee/workplace feedback survey
• Developed and managed professional development program for 600+ employees including topics on communication and conflict resolution.

Promoted from Franchise Project Coordinator in 2001 to manage daily operations for $2 million dollar customer retention program by resolving escalated service situations, compiling, and analyzing customer feedback data, and monitoring systemic issues.

Developed and managed compensation upgrade program to improve customer loyalty and reduce operating expenses.

• Supported franchise operations by developing communications, facilitating training, and providing training material, and fulfillment to over 4000 restaurants
• Designed and managed annual franchise conferences, award programs, and communication restructures to 4K+ franchises.