Susan E. Zupancic, RN, BSN 440-708-6371 sz131abf6@westpost.net http://www.linkedin.

com/pub/sue-zupancic CAREER SUMMARY Dedicated Organization Development / Training Professional with proven strategic and organizational development leadership skills in the healthcare arena. Highly astute communicator and facilitator recognized for effectiveness in presenting to a wide range of audiences. Creates sustainable and high performing audiences through effective strategic development, performance improvement, and change management. Demonstrated record of success in enhancing internal efficiencies and increasing ownership of organizational goals and objectives while generating processes to enhance corporate initiatives. Specific expertise in the following: * * * * * * * * * * * * * * Registered Nurse - Critical Care, Surgery Strong Facilitation Skills Organizational Development Strategic Planning Training / Coaching Project Development Process Improvement Complex Problem Solving Detail-Oriented / Organization Performance Management Customer-Focused Change Management Team Player / Collaboration MS Office, Pathlore LMS

PROFESSIONAL EXPERIENCE Cleveland Clinic, Cleveland, OH 2010 - 2011 One of America's top hospitals and medical research centers. Organizational Development Consultant, Office of Learning and Performance Development Facilitated and enhanced achievement of strategic, organizational, departmental and individual goals through training, performance improvement and project management. * Responsible for the design, development, implementation and project management of training and performance interventions for individual, teams and enterprise-wide cross-functional work groups. * Facilitated multidisciplinary discovery process to explore and document enterprise-wide on-boarding workflow and data routing with key stakeholders to systemize the process * Collaborated with multidisciplinary team to revise New Caregiver Orientation to include regulatory requirements. Facilitated orientation of 50-200 new employees monthly. * Increased collaboration and facilitated development of a strategic action plan for a newly-formed 13-member Nurse

Executive Council. * Conducted discovery and gap analysis of 8 staff members of Physician practice and developed action plan to address lack of teamwork impacting patient care. * Coached managers and directors to improve patient satisfaction and employee engagement within hospitals during changes due to restructuring and integration of services. * Assisted with Rapid Assimilation with director new to healthcare to decrease onboarding and increase productivity in first 90 days. Huron Hospital, East Cleveland, OH 2005 - Present A Cleveland Clinic Hospital, a 211-bed acute care, teaching hospital located in East Cleveland. Organizational Learning and Performance (OLP) Consultant Human Resource Development (HRD) Consultant Provide organizational learning and performance services for 4-hospital region. Design, deliver and evaluate programs to identify gaps, improve performance and impact strategic goals. * Reorganized on-boarding and orientation of nursing assistants that resulted in a 29% increase in 12-month retention rate. * Improved quality of patient care by performing needs analysis, and developing and implementing in-depth education and orientation for Intensive Care Unit staff. * Assisted with obtaining over $50,000 worth of emergency preparedness equipment available through federal ASPR funds by developing and implementing staff disaster training and participating in regional disaster drills and actual hospital emergency events. * Fulfilled regulatory requirements for promoting patient and employee safety by coordinating Huron Hospital Safety Fair (2007-2009) with 25% increase in participations. * Helped to increase patient volume and improve physician and employee satisfaction through design and delivery of semi-annual Community Health Center retreats. * Improved patient outcomes during cardiac emergencies by conducting mock drills and providing extensive staff education. * Spearheaded discovery, design and implementation of first blended-learning course available to 40,000 employees asynchronously. * AHA Advance Cardiac Life Support (ACLS) Instructor, AHA Basic Life Support Instructor. Appliances.com, The Zupancic Company, Mantua, OH 2000 - 2005 The first Internet retail firm in the U.S. to sell KitchenAid, Panasonic, and Sharp appliances. Administrator Assisted in streamlining all business systems with the goal of total automation of the company's back office operations. * Increased sales by 30% by developing and implementing policies and procedures related to customer service, telephone etiquette, closing sales, and process orders. * Increased back-end office efficiency by 50% by developing job aides and training staff in mid-range accounting software. University Hospitals of Cleveland, Cleveland, OH

1990 - 2001 One of the nation's leading not-for-profit academic healthcare systems and affiliate of Case Western Reserve University. Surgical Nurse Manager, Mather Operating Room 1994 - 2001 Provided direct patient care, set standards, monitored budget in gynecological surgeries. * Provided direct care to gynecology, cardiac, urology, general & orthopedic surgical patients. * Coordinated flow of surgeries and staffing in 22-suite inpatient surgical department. * Managed instrument request and preferences of 24 gynecology surgeons. * Improved efficiency and safety of laparoscopic gynecological procedures by developing training manual and conducting staff training. * Increased consistent practices in gynecology service by creating orientation manual and implementing staff orientation procedures. * Coordinated staffing & activities on all shifts. Staff Nurse, Bishop Operating Room 1990 - 1994 Provided direct patient care as scrub nurse and circulating nurse in Gynecology & Ophthalmology, Pediatrics Cardiac, Urology, General, and Plastics inpatient surgical services. Community Dialysis Services, Meadville, PA 1988 - 1990 A leading provider of kidney care in the United States, delivering dialysis services and education to patients with chronic kidney failure and end stage renal disease. Charge Nurse Primary nurse and charge nurse for 8-station free-standing chronic hemodialysis unit. * Provided weekend coverage for 4-bed acute hemodialysis unit. EDUCATION Masters (MSM) of Science in Management Candidate, Expected Graduation 2012 Indiana Wesleyan University, Independence, OH Bachelor of Science (BSN), Nursing, 1978 Duquesne University, Pittsburgh, PA PROFESSIONAL AFFILIATIONS American Society of Training and Development (ASTD), Member since Sept. 2005 AORN Certified Nurse of Operating Room (CNOR), 1995 - 2000 Association of Operating Room Nurses (AORN), Member, 1991 - 2000 TRAINING * Coaching for Success, January 2011

* Flawless Consulting Part 1: Contracting (designed by Peter Block), December 2010 * G.E. Workout, November 2010 * G. E. Change Acceleration process (C.A.P.), November 2010 * Myers-Briggs Temperament Indicator, June 2010 * Crucial Conversations, 2009 * ASTD CPLP Preparation Workshop, Chicago IL, 2008 * Strengthfinders (Gallup), 2008 * Engagement Coach Training (Gallup University), 2008 * Emotional Intelligence, 2008 * Making Your Training Stick (Langevin), Boston, MA, 2008 * Respond with H.E.A.R.T. Service Recovery, 2007 * Healthcare Leadership Course (FEMA Emergency Management Institute - US Dept. of Homeland Security) Anniston, AL, June 2007 * AHA Basic Life Support for Healthcare Providers Instructor, 1978 - present * AHA Advanced Life Support Instructor, 2005 - present COMMUNITY INVOLVEMENT * Participant in Nurse's Health Study II, Harvard School of Public Health, 1989 - present * Member, St. Dominic Parish Women's Guild ,2007 - 2009 * Member, Gesu Parish Wellness Committee, Monthly Blood Pressure Screenings, 2005 - 2006 * Recruited team, planned, prepared and served meal at Epiphany Hunger Center, a monthly ministry to approximately 100 residents of low income Cleveland neighborhood, 2003 - 2005 * Organized and facilitated day retreat for mothers at St. Rita Church, 1993 * Created and led Mothers of Teens Sharing (MOTS) as faith-sharing group at St. Rita Church, 1992 - 1995 * Boy Scouts of America (BSA) Adult Explorer, assisted with overnight camping and high adventure activities with co-ed Solon High School students, 1996 - 2000 * BSA Adult Volunteer for Solon group for camping, biking, fund raising 1993 - 1997