Hello, my name is Ralph Tolbert, Senior Operations Manager at the Better Business Bureau of Greater Maryland and proud attendee of this year’s Operations Leadership Training Conference (OLTC) in Las Vegas. Of all the professional development events I have participated in since joining the BBB, the OLTC stands out as one of the most enriching experiences to date.
Connecting with fellow team leaders across the BBB network fostered a sense of belonging and collaboration I deeply value in my professional development. I left the conference feeling energized and more committed than ever to continuous learning. I look forward to attending future leadership events and further engaging with the expert speakers and interactive sessions that make OLTC so impactful.
One of the most compelling sessions this year was Audrea Butler’s presentation on “AI for Leaders.” Her talk helped ease many of the concerns I had about the growing role of artificial intelligence in the workplace. By showcasing the generative, analytical, and predictive applications of AI, Audrea demonstrated how these tools can boost productivity, streamline decision-making, and create more capacity for high-value work.
As the manager of a small operations team, I see real potential for AI to relieve us from time-consuming, repetitive tasks—like complaint publishing—allowing us to shift focus toward more strategic work such as AB application vetting, investigations, and dispute resolution. For smaller BBBs, this shift could significantly improve productivity while reducing team stress and the risk of burnout.
Another standout moment was the Action Plan Workshop, where we were invited to explore and apply AI tools to improve a real-world process in our workflow. I chose to use ChatGPT to revise our outgoing complaint letters, aiming to make them more engaging and increase our non-AB resolution rate. By using some of Audrea’s prompt strategies, I was able to create a clearer, more compelling draft within just 20 minutes—something I believe will have a direct impact on our communications. I highly encourage the committee to include similar hands-on workshops in future conferences, as they allow attendees to immediately put their learning into practice and build both creativity and confidence.
Lastly, what left the deepest impression on me was the opportunity to connect with BBB veterans—some with decades of service. Their insights were both humbling and inspiring. Their stories revealed a resilience and commitment to our mission that is truly rare in today’s professional landscape. These conversations offered valuable perspective on BBB’s evolution and reinforced how much potential still lies ahead for our organization.
I return from OLTC inspired, motivated, and deeply grateful to be part of the BBB community. I’m committed to continuing the legacy of excellence shared by so many before me and helping my team achieve both individual and collective success.
With gratitude,
Ralph Tolbert