In many organizations, there is a gap between the work that needs to be done, the value that customers perceive from the service and tools and resources given to the staff to achieve these outcomes. I enjoy working with all levels of the organization to create strategic plans, annual goals and perform gap analysis on how to achieve these goals. Creating training, succession planning, and development for frontline staff and all levels of management not only reduces turnover but also boosts productivity. My passion is understanding these gaps and developing a plan to execute and deliver.