DOROTHY S. POOLE has recently joined RHPA to serve as a senior consultant. She is a seasoned professional with 35 years of executive-level leadership experience in higher education, technology and customer service industries. For 12+ years, Dorothy served at San Jose State University (SJSU) in San Jose, California, most recently as the Chief of Staff and previously as the Special Assistant to the President, Assistant Vice President and Quality Director.
As Chief of Staff at SJSU Dorothy was active on the president’s cabinet and performed a wide range of executive and high level academic administrative duties of broad scope and complexity, including managing the recruitment of executives reporting to SJSU’s president. She prepared communications (speeches, presentations, correspondence, reports, position papers) on behalf of the president and managed the operations of the president’s office including the budget approval process, staff recruitment and evaluation, and crisis management operations.
As Special Assistant to the President at SJSU, Dorothy developed and managed a comprehensive strategic planning process to set goals, develop action plans and improve university performance. She hosted forums and collaborative team problem-solving retreats (Achieving Greater Expectations Retreat, Inclusive Excellence Retreat). As Assistant Vice President at SJSU, she provided executive support by leading the implementation of innovative solutions to complex technical, business and fiscal issues. She worked with managers to coordinate workflow and improve business processes and conducted training programs such as employee orientation, and customer service excellence for all staff. She developed an employee recognition program (No Matter What Award, Moments of Magic Award) and a balanced scorecard performance management system which helped to improve customer satisfaction levels.
Dorothy has cross-industry expertise in implementing and teaching marketing, customer research and quality improvement best practices. At the University of California, she served as a Guest Lecturer and Instructor, teaching courses with an emphasis placed on using research to deliver value to customers and hands-on break-out sessions to design research protocols. As President and founder of Poole Consulting, a marketing research firm, she helped a diverse array of clients promise and deliver value to their customers by building strong customerrelationships and improving business performance.
Dorothy received her BA from Georgetown University in Public Administration in 1976, and her MBA from George Washington University in 1980. She is a former Senior Examiner for the U.S. Department of Commerce, Malcolm Baldrige National Quality Award (1995-1998) and is currently certified as a Life Coach.