Susan Hendrich – Leadership and Learning Specialist

Susan Hendrich ignites change, transforming organizations through leadership and learning excellence in business, technology and human service teams. As Director of Leadership & Capabilities in the Commercial Excellence organization at AstraZeneca Pharmaceuticals, Susan infuses her passion for leadership, learning, and the relentless pursuit of excellence. In her work as a television host and speaker, Susan brings contagious energy to learning experiences, creating an empowered culture of belonging in rooms of two to 2000 people.

Background

For decades, Susan has facilitated learning and development success in business, technology, and human service teams. As clinical supervisor and adjunct faculty coordinator for the United States’ oldest APA-approved psychology training consortium, Susan developed her passion for training. She served six years as State Director of Training for children’s mental health in Kansas, where she led the state’s largest mental health center to national recognition as a center of excellence and produced five national award-winning wall calendars.

Susan also has provided instructional design and leadership consultation to globally recognized organizations, including the Academy of Natural Sciences, Bayer, Bristol-Myers Squibb, Delaware Art Museum, GlaxoSmithKline, NovoNordisk, Pennsylvania Department of Public Welfare, Pew Charitable Trusts, The Smithsonian Institution – National Museum of Natural History, and Vanguard. She taught Leadership, Management, and Learning Strategies courses at several major universities, and facilitated hundreds of workshops for corporate, non-profit, and military teams throughout the US and Canada. Susan was an invited speaker at the World Congress on Mental Health.

Susan earned a bachelor’s degree in Clinical Psychology from Penn State University and her master’s and doctoral degrees in Clinical Psychology from Florida Institute of Technology. She completed her internship and post-doctoral training at Wichita State University and the University of Kansas School of Medicine.

Susan’s motto is Ganbatte kudasai! (Japanese for, “Always try your best!”)

Professional Profile

Leadership
Fifteen years’ experience in leading highly successful learning development and change management in business, technology and human service teams. Proven record of facilitating accomplishment of team goals through trusting relationships. Able to foster environments of exceptional employee morale, productivity, and impeccable customer service. Possess a big-picture understanding of business operations within multiple industry settings.

Solutions
Proven ability to bridge technology and business goals to provide productive learning solutions and facilitate a positive orientation toward problem solving. Utilize strategic methods to find best-practice solutions to complex problems. Offer a solid balance of business operations knowledge, interpersonal relations, and industry best practices. Able to infuse hopeful perspective in difficult situations.

Expertise
• E-Learning Solutions Development
• Strategic and Operational Planning
• Information Technology Management
• Diplomatic Intervention and Negotiation
• Team-Building, Problem Solving and Training
• Graphic / Creative Design
• Crisis / Critical Incident Stress Management
• Nationally-Recognized Presentations

Recent Highlights
Led development of comprehensive CRM, SRM, LMS, LCMS software suites • Leadership Wichita Mayoral Cabinet Nominee • Facilitated hundreds of workshops for corporate, university, non-profit & military teams • Taught Leadership, Management, Learning Strategies Courses at several major universities • Produced 5 national award-winning wall calendars • Penn State University: President’s Award – Finalist • President’s Commission on Racial / Ethnic Diversity – Appointee • Kansas Psychological Association Board of Governors – Board Member

Education and Training
Florida Tech University, Melbourne, Florida
Doctor of Psychology in Clinical Psychology Degree Conferred: 9/95

Florida Tech University, Melbourne, Florida
Master of Science in Clinical Psychology Degree Conferred: 8/93

Pennsylvania State University, University Park, Pennsylvania
Bachelor of Science in Psychology, Clinical Option Degree Conferred: 6/91

Wichita State University, Wichita, Kansas
Executive Development Institute Certificate Earned: 11/99
Coursework in Computer Science 9/00 – 12/01

Career Progression

ASTRAZENECA – Wilmington, Delaware    2007 – PRESENT
Commercial Learning Content Manager
2012 – Present
Lead a team of 15 contracted learning professionals who provide project management, instructional design and learning systems administration for the AstraZeneca US Commercial Readiness department. Collaborate cross-commercially for training development using innovative technologies. Partner with business in strategic planning to identify requirements and develop solutions. Recent stretch role assignments included co-leadership of several global learning initiatives, including Leadership Selling and Key Account Management.
Instructional Design Architect  – www.astrazeneca.com
5/08 – 7/12
Provide consultative support to the Sales Learning function of one of the world’s leading pharmaceutical companies. Review concept outlines, integrated design plans, learning objectives, content documentation, storyboards, assessments, and pre-production material, providing feedback and guidance on instructional design best practices Assist therapeutic training teams with development of requests for proposals. Partner with subject matter experts, vendors, and brand teams to ensure alignment with business needs, e- learning standards, and adult learning principles.

VANGUARD – Malvern, Pennsylvania
Instructional Designer/Project Manager- www.vanguard.com
10/07 – 05/08
6/07 – 10/07 (Contractor through Randstad In-house Services)
Design and develop training courses for the world’s largest pure no-load mutual fund company. Conduct needs-analysis, identify target audience, & develop learning objectives, functionality, & interface appearance. Partner with subject matter experts to develop high-level designs, detail-level designs, storyboards, testing, & flow charts. Supervise production and assist in managing project budget. Ensure compliance with current brand consistency and corporate requirements.

NIGHT KITCHEN INTERACTIVE – Philadelphia, Pennsylvania
Instructional Designer / Project Manager – www.whatscookin.com
3/06 – 6/07
Supported development of training courses for the pharmaceutical, arts/culture, and multimedia communications industries. Conducted needs analysis, identified target audience, & developed learning objectives, functionality, & interface appearance. Partnered with subject matter experts to develop storyboards, testing, & flow charts. Supervised production & assisted in managing budget. Ensured compliance with worldwide regulatory requirements & SOPs.

Clients: The Smithsonian Institution – National Museum of Natural History, Bristol-Myers Squibb, GlaxoSmithKline, Delaware Art Museum, Pennsylvania Department of Public Welfare, Academy of Natural Sciences, The Pew Charitable Trusts, Sequent Learning Networks

WICHITA STATE UNIVERSITY – Wichita, Kansas
Director, Kansas Children’s Mental Health Training 2/00 – 2/06
Led a training and technology program responsible for serving more than 3000 community-based service professionals. Planned/directed technology integration into a $3.6 million government contract housed at the University. Managed development, implementation and maintenance of integrated software systems designed for total customer care.

HSP, INC. – Wichita, Kansas
Advisory Board Member   9/01 – PRESENT
Business Consultant   1/96 – 8/99
Provide consultation on customer & employee relations, shop flow processes, product development, and management of an aircraft parts manufacturing firm. Assist C-level, LOB and technical professionals in change management and strategic planning. Provide crisis management and resolution. Contribute leadership vision at management and planning sessions. Assist in establishing intermediate and long-term company goals, marketing strategies, and product development lines.

COMCARE of Sedgwick County, Wichita, Kansas
Director of Family & Children Community Services, Licensed Clinical Psychologist
8/97 – 1/00
Provided leadership and oversight of Kansas’ largest community mental health center children’s program. Focused on quality service delivery, continuous improvement and optimization efforts, including developing and streamlining processes, as well as designing innovative programs to assist target populations. Utilized strong interpersonal relationship skills to facilitate increased productivity through problem solving and morale building.

Technical Expertise
Original Software Co-Developed

• YOTO™  (Your Online Training Organizer)
• KidSoft ™ System (Kids Information Database Software)
• FeedbackLOOP ™ (Learning Optimization Online Program)
• CMO™ (Case Management Online) Learning Management System
• KT Course Builder^™ Learning Content Management System
• Content Builder^™ Authoring Tool
• Kids Training Team: www.kidstraining.org
• Training Teams: www.trainingteams.com

 Information Technologies Managed
Microsoft SQL Server 2000/7.0 • Exchange Server 2000 • Adobe Creative Suite (CS2) – Photoshop, Illustrator • Visual Basic.NET/ 6.0 • C# • Crystal Reports  • MS FrontPage • HTML • Active Server Pages.NET/3.0 • Javascript  • VBscript  • Adobe Flash

Software Application Expertise
Microsoft Project • Microsoft Office: Word, Excel, PowerPoint, Outlook, Visio, Access, FrontPage • Adobe: Photoshop, Illustrator • XML Articulate Presenter, Quizmaker • Lotus Notes • Xara 3D • Macromedia: Freehand • Dreamweaver • Moodle LMS • Captivate / RoboDemo • Camtasia

Other Administrative / Supervisory Experience

• Journal of Behavioral Health Services and Research: Editorial Board Member / Reviewer 11/00 – PRESENT
• Sedgwick County Stress/Trauma Assistance Team
• Critical Incident Stress Management Team Lead 1999 – 2006
• Wichita Collaborative Psychology Internship Program, Wichita, Kansas: Curriculum Committee Coordinator; Doctoral Internship Supervisor 1997 – 2006
• Kansas Psychological Association, Board of Governors: Member 1998 – 2001
• Embry Riddle Aeronautical University, McConnell Air Force Base, Kansas: Graduate Research Committee Chair
• Penn State University, University Park, Pennsylvania: Counselor Education: Senior Teaching Assistant