Trust is the foundation of service excellence. By leveraging your strengths in building good relationships with others throughout the federal hiring process, you can improve your ability to build trust with your stakeholders. Building Trust for Service Excellence Module explores learning ways that HR Professionals can apply trust-building behaviors to achieve service excellence.

Time: 2 - 3 PM EDT

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Presenters: Kimberly Jackson and Charlene Seon

Kimberly Jackson, Director, Federal HR Institute

Kimberly Jackson is the Director of the Federal HR Institute (FHRI) within the Center of Leadership Development (CLD) and has 9 years of Federal Government service. Kimberly is a thought leader in Learning and Organization Development with an emphasis in skills gap closure and performance improvement. Before her work at FHRI, Kimberly served as the Director of Veterans Affairs HR Academy located in Veterans Health Administration (VHA) where she managed HR competency-based learning programs to support the professional growth of 5,000 Human Resource professionals.

Charlene Seon, Senior Project Manager

Charlene Seon is the Senior Project Manager of the Federal HR Institute (FHRI) where she recently guided the development of an online system to track certification status and training registration in one of our key programs.  Charlene came to OPM as a PMF and has worked on projects in CLD’s International Leadership Development Program as well as Employee Services’ Performance Management Implementation Group.  Prior to joining OPM, Charlene was the senior policy analyst at American Airlines managing the company’s FMLA, FML and ADA program. She holds an MBA in Human Resource Management as well as senior HR certifications from HRCI and SHRM.  In addition, she is currently working on her doctorate in instructional system design.