Jo-Ann is passionate about people, including individuals within any organization affected by transformation and/or modernization efforts. Her drive to support the end user comes from a deep understanding of what it means to be affected by change that an individual may or may not have had a decision in making. Her experience as an immigrant provides her with a different perspective on change and its myriad effects on individuals.
Having led contact centers across three continents, Jo-Ann understands technology’s effects on key performance indicators and contractual service-level agreements. As a certified change management professional, she takes a strategic and holistic approach when advising her clients as they navigate either modernization or transformative leadership changes. These qualifications have supported her highly successful OCM strategies to realize positive gains in health care, finance, insurance, manufacturing and transportation as well as government.
Within RSM and other organizations, Jo-Ann has consistently taken the time to serve as a mentor, spokesperson and participant in community programs, including in RSM’s employee network groups STAR, which advocates for women in the workplace, and Generations, a group that builds bridges among colleagues across the age spectrum.
