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| Redmond, Williams & Associates, LLC are business professionals with practicing Ombudsman experience. We are dedicated to helping our clients enhance their compliance, governance and issue escalation systems through a tailored confidential, neutral and informal program that mitigates risk and sets an ethical tone. Our extensive experience allows us to deliver to our clients a much more effective model in a greatly reduced timeframe compared to what they could achieve without our guidance. We provide issue management, planning, change management and facilitation services. Current consulting activities include assisting companies establish Ombuds programs, coaching Ombuds on difficult cases and organizational positioning of the Ombuds programs, evaluation, expansion and enhancement of ombudsman programs. Additionally we have developed and install OmTrends ™, a case management, analysis and reporting system. In an advocacy role for the Ombuds profession, we have co-authored 13 articles, have developed and facilitated various panels, workshops, courses, and presentations and have given testimony and commentary to the U.S.S.C. and ABA. |
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Arlene Redmond,
Managing Director |
In addition to her role as Managing Director of Redmond, Williams, Arlene is a consultant at Executive Coaching Network, Inc., providing leadership development recommendations to senior executives and senior executive teams in multiple industries including financial services, construction, health care, and entertainment, both in the United States and abroad. She also designs feedback instruments for both individual feedback and strategic leadership audits, conducts research, analyzes 360 feedback instruments, facilitates meetings and drives toward making strategic changes. Currently, she also serves as a contract Ombuds for WestLB.
For 17 years prior to consulting, Arlene held positions in various functions and divisions of American Express. Her most recent position was as a practicing Ombudsman in the American Express Office of the Ombudsperson. Arlene consulted with many of the 100+ domestic and international organizations that came to American Express seeking guidance in starting or improving an Ombudsman program. Arlene also serves in a leadership capacity within the Ombudsman profession. Additionally, Arlene has management and functional expertise in the areas of product development, marketing, quality, re-engineering, project management and finance.
Prior to American Express, she was an internal business and operations consultant at Blue Cross Blue Shield of Greater New York, a business manager of a division in a NYC teaching hospital and a paralegal aide in a large law firm in Rhode Island. Arlene holds an MBA in Finance & Accounting from Columbia Business School and an MS from Columbia University. Her undergraduate degree is in Psychology from Brown University. Her professional training includes The Ombudsman Association (now IOA) & University & College Ombuds Association (now IOA) courses, mediation training, crisis counseling training, coaching & feedback, consulting and organizational change.
Email Arlene: aredmond@redmondwilliamsassoc.com |
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Randy Williams,
Managing Director |
Randy is currently co-chair of Strategic Planning for the International Ombudsman Association and is on the Effectiveness Sub Committee in addition to her role as Managing Director of Redmond, Williams (RWA). She is also an Executive in Residence with i4cp (previously HRI). Recently she was a co-author on three global studies for American Management Association and HRI: The Ethical Enterprise, Magnifying Customer Focus and Executing Strategy. She has been on the board of several non-profits (e.g., The National Academy of Travel and Tourism and the American Woman’s Economic Development) and is currently on the Board and strategic planning committee for the Institute for Global Ethics.
Prior to RWA, Randy was with American Express for 24 years. Most recently she was the Corporate Ombudsperson leading the global program and reporting to the Chairman, Vice Chairman and the Audit Committee of the Board. Randy consulted with most of the 100+ U.S. and international organizations that benchmarked the American Express Ombuds program best practices during her leadership. Randy was on the board of The Ombudsman Association. Previously, she held leadership positions in line and staff, in the field and headquarters and in the U.S. and abroad. She was Senior Vice President and Center Head responsible for P&Ls of operating centers in the U.S. and Europe, specializing in card service delivery, risk management, travelers cheques, travel and data center operations. Also, she was SVP for Human Resources, Learning & Development, Quality & Reengineering for U.S. Corporate Card, Small Business and Travel. She was the Amex member on the team that set up their first Quality Assurance program. In her various roles, she reengineered and improved processes and set new standards for customer and employee satisfaction and productivity. She also received the YWCA Women of Achievement Award. Prior to American Express, Randy was a strategic planner and retail banking officer for regional banks. She was the project leader for the team that set up the first Visa/Master Card program for First Bank System. Randy has a BA in Economics from Randolph Macon Woman's College. Her professional training includes the Graduate School of Banking, Minto Communications, Managing Organizational Change, Aspiration Based Planning, The Ombudsman Association Courses, consulting.
Email Randy: rwilliams@redmondwilliamsassoc.com |
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| Our associates bring years of experience in project management, information technology, and the Ombudsman profession. They provide unique advice and practical solutions as required in delivering the RWA services. |
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