Darlene McPhaul-Smith

Darlene McPhaul-Smith is an executive coach, leadership trainer, and customer experience strategist with a passion for driving organizational excellence. She specializes in executive leadership development, business culture improvement, and workforce engagement. With a background in operations and human resources, she has successfully led complex projects, implemented customer service strategies, and fostered collaboration across departments. Her expertise extends to conflict resolution, analytical thinking, and soft skills training. With a Bachelor’s degree in Organizational Communications from California State University, Sacramento, and a Master’s degree in Organizational Development & Human Resources from the University of San Francisco, Darlene combines academic insight with hands-on experience. Her career includes a decade at Verizon Wireless, where she managed customer service operations, quality control, and change management initiatives. She is also an expert in HR practices, compliance, and curriculum development, offering training in competency-based interviewing, recruitment, and employee relations. Through her work, she is committed to fostering inclusive workplaces that promote diversity, equity, and a strong sense of belonging.