Since 1986, Ms. Young and her associates have helped their clients develop vision and strategies and implement “change” in their businesses worldwide. They coach and develop globally competent and multiculturally versatile leaders on the individual and group basis in order to help mold a new organization that is nimble and flexible in order to meet its customers’ needs around the world.  Ms. Young is a faculty member of the Gestalt Institute of Cleveland, Organization System Development Programs where she trains coaches in the theory, concept and application of Gestalt in the development of “Whole Person” leadership, teams and organization.   She is an adjunct professor for Pepperdine University, School of Business.  Ms. Young is also a professional speaker on Pacific Rim cultures, cross-cultural communication, organizational behavior, organizational change, multicultural leadership, diversity and creativity, and global business strategies.   Ms. Young has a BA in Business Administration from Fu-Jen University in Taiwan, a MBA in Marketing from Michigan State University and a MA in Counseling Psychology from Pepperdine University.

KATHY DOAN, SPHR, Vice President, Community Banking HR Insights & Metrics, Wells Fargo Bank’s Community Banking Human Resources Group. As a Senior Analytics Consultant, she provides analytics and insights to link HR metrics with business performance. She consults with over 50 HR Business Partners on the areas of retention, customer and team member experience, manager effectiveness, employee engagement, talent management, diversity, and productivity using statistics-driven methods. An 11-year veteran with Wells Fargo, Doan has previously served as an HRIS Consultant for Wells Fargo’s Regional Banking Human Resources Group supporting the Recruitment Strategy team, where she consulted with 300+ recruiters on the candidate experience; new hire retention, productivity, and satisfaction; and recruiting effectiveness. She is a certified Project Management Professional, Senior Professional in Human Resources, Human Capital Strategist, and a Six Sigma Green Belt. She has a B.A. in Mathematics, a B.S. in Statistics, and an M.S. in Financial Engineering. 

April Miller is an experienced leader who founded the Human Resources Department at SafeAuto when it was just a small insurance company in the private sector. Over the course of 16 years, she developed the Human Resources Department and team into a multifaceted unit and took that expertise to the boardroom. SafeAuto is has now moved into 14 states and is continually growing into new states each year.   

April Miller began her career with SafeAuto Insurance Company as a Customer Service Representative in 1994. In March of 1995, she was promoted to Human Resources Manager and in August 1996 to Vice President of Human Resources and Company Secretary. April currently holds the position of Senior Vice President of Human Resources since 2005. April graduated from Bowling Green State University with a Bachelor of Science in English. Prior to joining SafeAuto, April had over 10 years of management and human resources experience.

Some of April’s recent achievements at SafeAuto include transitioning the employee benefit plans in order to integrate health and wellness into the everyday business plan of the organization, improving the financial performance of the company’s 401k plan, updating HRIS, LMS and PMS software programs, and improving corporate employment risk.
 
April is very active in the Ohio community. She is a member of the Society for Human Resources Management and is on the board of directors for the Ohio Literacy Network. She continues to further her education by taking postgraduate human resources management classes. She received her Senior Professional in Human Resources (SPHR) designation in 2006, is certified for the Hogan Assessment Systems and the Emotional Quotient Inventory (EQ-i).
 

For over twenty-five years Jeff has delivered development and training solutions for the private and public sector. He has facilitated hundreds of programs and delivered keynote addresses to scores of clients as diverse as General Electric, the U.S. Postal System, Federal Express and the City of New York. Topics have ranged from leadership to performance accountability, from customer service/loyalty to team building.

Earlier Jeff’s consultant activities were associated with The Disney Institute, a best-practices institution modeled on America’s first corporate university. While there, Jeff was responsible for designing The Disney Approach to Quality Service and Service, Disney Style programs. The models, concepts, and examples of that program were later introduced to corporate America in Be Our Guest, a popular benchmarking title published by The Disney Institute, with a forward by Michael Eisner.

While at the Disney Institute, Jeff played a key role in developing other programs at The Disney Institute to include Disney’s Approach to Customer Loyalty, and Disney’s Approach to Creativity and Innovation. He continues today as a columnist for MousePlanet.Com where he continues to share stories of excellence in the Walt Disney Company as best-practices ideas for corporations worldwide.

Jeff is now CEO of World Class Benchmarking, which provides a programming series that benchmarks many of America’s greatest corporations. Recently, World Class Benchmarking supported Starwood Hotels & Resorts Worldwide (Sheraton, Westin, & St. Regis) in launching a massive customer/brand service initiative for over 125,000 associates globally.

Recently Jeff has consulted in the last couple of years for the Finance division of the City of New York in providing leadership and transformation solutions for the public sector. He is the Chief Learning Architect for The Public Strategies Group (PSG) creating training and development solutions for such organizations as the State of Iowa and Federal Student Aid—U. S. Department of Education.

Jeff’s new best-selling book, Lead With Your Customer: Transform Culture and Brand into World-Class Excellence (ASTD Press) showcases what world-class organizations do to attain and sustain extraordinary results and is available via ASTD.org, Amazon.com, and bookstores all over the world.  Jeff's book, "The Wonderful World of Customer Service at Disney" highlights best practices in customer service at Disney.

Candy Knowles, a veteran health system human resources executive, is senior vice president for human resources and chief human resources officer for the University of Maryland Medical Center and its parent organization, the 12-hospital University of Maryland Medical System. In this newly-created position, she has oversight of all human resources functions throughout the system and serves as part of the senior leadership team.

Before joining the University of Maryland Medical Center/System, Knowles was the chief human resources officer at Parkland Health and Hospital in Dallas. Prior to her role at Parkland, she served in senior human resources positions at Parkview Health in Fort Wayne, IN, Phoebe Putney Health System in Georgia, and Battle Creek Health System in Michigan.

Candy is certified by the Society of Human Resources Management and is a fellow of the American College of Healthcare Executives.