Carol Biggerstaff

(469) 587-9928

cabiggers@gmail.com

Transferrable
Skills

Extensive experience as an internal consultant on transformational initiatives delivering

improved project benefits through employee adoption and usage of the desired changes.
Change management
Relationship management
Stakeholder alignment
Group facilitation/presentation
Risk management
Virtual team management
Communication planning
Six Sigma Green Belt certified
Cross-functional team leadership
Prosci Change Management certified

Most Recent
Work
Experience

SENIOR CHANGE MANAGER/PROGRAM MANAGER, BANK OF AMERICA

2012-2015
Advised leaders on organizational change strategies and tactics requirements including
stakeholder assessment and management plans, change readiness, key message
development and employee training needs (skill gap analysis).
Assessed current state/transition state/future state to create message maps as the
foundational elements of executive, stakeholder and employee communications.
Analyzed impacts of organizational change on job requirements, competency models and
organizational alignment as part of developing overarching change strategies for assigned
projects.
Developed change adoption strategy and deliverables (stakeholder management plan,
change readiness, communication plan, etc.) to support strategic initiatives.
Designed interactive leadership meetings to drive employee engagement and address key
business issues.
Established a Management-by-Fact (MBF) as a way to manage multiple simplification and
improvement projects impacting a single strategic metric.
Led team responsible for delivery of automated teller machines (ATMs) across the United
States (a network of 16,000 machines) including program performance and risk mitigation.
Directed process improvements to improve speed to market and clarify roles and
responsibilities for the delivery of new ATMs.
Built relationships across business functions to support program delivery.
Deployed innovative ATM technology allowing customers to talk with a live teller while using
an ATM, exceeded our equipment deployment goal of 120 machines by 34 machines.
SENIOR CHANGE CONSULTANT, BANK OF AMERICA
2001-2012
Served as on-site lead and FEMA/Red Cross liaison to deliver a fully functional temporary
banking center on Kelly AFB during the Hurricane Katrina disaster.
Coordinated the prioritization of process improvement ideas tied to the banks strategic goal
to simplify and improve (SIM) our processes while also delivering $6 million in cost savings.
Improved a facilities management process used by a line of business yielding $1.1 million in
cost savings.
Responsible for stakeholder analysis and alignment plans as needed to ensure support for
program delivery.
Represented business division in the design and pilot a new mentoring program focused on
high-potential, diverse talent.
Utilized process analysis, change readiness, gap analysis and other key change
management tools to create training materials successfully supporting the teams transition to
a new business model.

pg. 1

Carol Biggerstaff
(469) 587-9928

cabiggers@gmail.com

Selected
Professional
Accomplishm
ents

Generated stakeholder commitment for process simplification initiative reducing

overall process duration from 3 years to 18 months.
Documented key process touch-points and information needs from the beginning to the
end of the process.
Using a graphical illustration of the information flow, was able to successfully gain
stakeholder buy-in for process simplification.
Developed and implemented cost-reduction process related to managing office
locations yielding $1.1 million in cost savings.
Mapped the target process leveraging best practices from similar processes.
Through stakeholder analysis, identified and proactively address questions using audiencespecific communications.
Delivered employee engagement tools and assessed readiness for divisions
organizational realignment impacting processes and roles leading to a smooth
transition on time with no production impacts.
Utilized process analysis, role mapping, and gap analysis to identify change impacts.
Led training development and communication planning and issue tracking.
Led executive team in the successful design and deployment of employee
engagement tools for a large division; positive feedback resulted in HR deploying the
tools company-wide.
Tools were designed for separate audiences managers and non-managers.
Content was a compilation of best practices for team building and career development
along with internal resources for additional support.
Rapidly deployed temporary banking facilities in response to the Hurricane Katrina
disaster providing banking services to the 10,000+ evacuees at Kelly AFB, San
Antonio TX in time for the FEMA emergency relief fund distribution.
Coordinated with internal and external business partners to create a rapid-response team
to complete the temporary facility within 3 days.
Liaised with FEMA, The American Red Cross and San Antonio police to ensure necessary
support, as well as to address any concerns.

Additional
Work History

Education

SOUTHERN METHODIST UNIVERSITY, DALLAS TX DOUBLE MAJOR

Bachelor of Business Administration - Marketing
Bachelor of Arts - Psychology

Qualifications
Summary

Wide-ranging experience as Internal Change Consultant regarding organizational change

implementation in both operational and customer-facing business functions. Assesses and
communicates risks and rewards associated with business decisions. Prepares stakeholders
for change using excellent communication, facilitation, teamwork, and presentation skills.
Identifies and integrates best practices in a team-focused environment.

Communications Manager, Trust Operations, Bank of America, Dallas, TX

HR Generalist and Executive Recruiter, Bank of America, Dallas, TX
Retirement Planning Consultant, Bank of America, Dallas, TX
Manager, Trust Mortgage Department, Bank of America, Dallas, TX
Office Manager, Bell Financial Services Inc., Dallas, TX

1998-2001
1994-1998
1991-1994
1984-1991
1983-1984

Leadership experience in fast-paced virtual and complex environments. Committed to

successful change management, regardless of client size or industry.

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1983