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Blazing Star Drive
leader offering extensive experience in knowledge management, training
& development, and project management in the high tech, financial
services, telecommunications, and eBusiness industries. Outstanding
talents in implementing strategic goals, building customer and vendor
relationships, process improvement and team building.
/ Change Leadership
using ADDIE model
Vendor Evaluation & Selection
Inc., Atlanta, GA
Inovis is a
leading provider of Business Community Management solutions that empower
companies to transact, collaborate and optimize communications with
their entire trading community.
Manager, Support Services
for the design and development of a new knowledge base and training
for the Support Services division.
implemented and maintained knowledge base built on the SharePoint platform.
Accomplished without any capital expenditure for a commercial system
or outside consulting resources, resulting in huge cost savings to the
company and providing quick delivery of a solution to the existing knowledgebase
Revamped new hire
training processes using ADDIE model to shift focus from memorization
to skill demonstration.
and procedures developing SOPs and user guides.
and style guide for use by all contributors to the knowledge base.
BLOCK, Kansas City, MO –
preeminent tax services provider, having served more than million
clients since and generating annual revenues of $ billion in fiscal
Manager, Performance Support, Service Center
for the ongoing development and management of eight member Knowledge
and Training team.
wide knowledge management effort providing over articles available
to both internal and external customers.
Managed new hire
and recurrent training programs for + seat seasonal call center.
Single point of
contact for all asset purchases, system upgrades, and software licensing.
for alternate communication channel for our customers. Worked
with cross functional teams to develop and deliver a chat and email
tool in a tight three month window.
Managed the company’s
CRM tool Amdoc’s Clarify ensuring usability and worked with IT to
integrate with the KNOVA knowledge base.
WIRELESS, Atlanta, GA –
largest wireless company in the U.S. and a leader in mobile voice and
Area Manager, Content Administration, Customer Experience Division
Area Manager after only year of service, and from Area Manager to
Senior Area Manager after months in the position. Responsible
for direct reports and overall staff of .
the development, design, and implementation of content for an enterprisewide
knowledge management system used by the entire company as well as online
Chosen to conduct
focus groups with our call centers to share system improvements and
gather user feedback.
end user conference calls which increased morale and productivity.
Stacy L. D. Page Two
INTERACTIVE, Atlanta, GA
A Web Development
and Customer Solutions provider for eCommerce startup companies.
Subsidiary of Walker Digital Corporation and sister company of Priceline.com.
Educational and Professional Development & Customer Relationship
Services, Customer Service Division
Managed a staff
developing training documentation and curriculum, skill evaluation exercises,
training facilitation, and delivery. Provided expertise and consulting
on Customer Relationship Management CRM tools, technologies, and business
developed and delivered Contact Management System and soft skills training
to CSRs of major clients as well as internal training to Atlantis employees.
and/or systems resulting in a comprehensive “customercentric” approach
for our customers.
reservations system GDS provider for more than , travel agencies,
and the leading Internet booking engine provider for multiple travel
web sites such as Expedia.com, Priceline.com, and other private label
Sales Programs –
operations of the sales support organization. Responsible for
a staff of people and budget of $M.
vendor evaluation, cost analysis, business requirements, proposals,
and training development for sales force automation project and managed
the CRM implementation.
and managed all internal training, customer product demonstrations and
& Marketing Intranet page streamlining sales force documents and
creating greater efficiency.
for Proposal RFP development, vendor evaluation and selection for
biannual purchase of laptops, printers and other virtual office equipment.
Manager, Sales Training –
managed multiple projects for the Sales Support Director and Sales &
Marketing Vice President.
analysis, developed curriculum, and performed training for + person
and workshops for annual national sales conference.
development and implementation for new hire and recurrent training.
Improved employee morale and retention.
Created a sales
accreditation program which encouraged training attendance and improved
Account Manager – ; Customer Assistance Center
AIRLINES, INC., St. Louis, MO
Account Manager; Account Representative; Staff Instructor–Trans World
Travel Academy; Reservation Sales Agent
AND PROFESSIONAL DEVELOPMENT
Business Administration, Southeast Missouri State University, Cape Girardeau,
Manager CKM by the Knowledge Management Certification Board
Association AMA Leadership Training and numerous HR and management
AWARDS AND AFFILIATIONS
Management Professionals KMPro
Society for Training and Development ASTD
Society for Performance Improvement ISPI
Who of International Management
Airlines Award of Excellence Winner Top % of company