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<pre>Array ( [var] => cut_url ) </pre> Resume for Stacy D. for Manager / Supervisor / Team Leader / Computer & IT Services in Kansas City, Missouri. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #IZX4S44A4
 

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Resume for Stacy D. for Manager / Supervisor / Team Leader / Computer & IT Services in Kansas City, Missouri




Occupation: Manager / Supervisor / Team Leader Industry: Computer & IT Services
Country: United States City: Kansas City
State: Missouri ZIP: 64081



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Stacy L. D.

SW Blazing Star Drive

Lee’s Summit, MO 

  Phone:  ..

SUMMARY 

Resultsdriven 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. 

  • Certified Knowledge Manager CKM
  • Change Management / Change Leadership
  • Training Development using ADDIE model
  • Policies, Procedures, Best Practices
  • Process Development and Improvement
  • RFP Development, Vendor Evaluation & Selection
  • PROFESSIONAL EXPERIENCE  

    INOVIS USA, Inc., Atlanta, GA                         present

    Inovis is a leading provider of Business Community Management solutions that empower companies to transact, collaborate and optimize communications with their entire trading community. 

    Knowledge Manager, Support Services

    Responsible for the design and development of a new knowledge base and training for the Support Services division.

  • Designed, developed, 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 problem.
  • Revamped new hire training processes using ADDIE model to shift focus from memorization to skill demonstration.
  • Documented processes and procedures developing SOPs and user guides.
  • Developed content and style guide for use by all contributors to the knowledge base.
  •  

    H&R BLOCK, Kansas City, MO 

    The world’s preeminent tax services provider, having served more than million clients since and generating annual revenues of $ billion in fiscal year .  

    Knowledge Manager, Performance Support, Service Center

    Responsible for the ongoing development and management of eight member Knowledge and Training team. 

  • Directed company 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.
  • Identified need 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. 
  • CINGULAR WIRELESS, Atlanta, GA 

    The second largest wireless company in the U.S. and a leader in mobile voice and data communications.

    Senior Area Manager, Content Administration, Customer Experience Division

    Promoted to 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 .

  • Managed the development, design, and implementation of content for an enterprisewide knowledge management system used by the entire company as well as online customers.
  • Chosen to conduct focus groups with our call centers to share system improvements and gather user feedback.
  • Conducted weekly end user conference calls which increased morale and productivity.
  •  
     
     
     

    Stacy L. D. Page Two 
     

    ATLANTIS 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.

    Manager, 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 processes.

  • Identified, designed, developed and delivered Contact Management System and soft skills training to CSRs of major clients as well as internal training to Atlantis employees.
  • Constructed processes and/or systems resulting in a comprehensive “customercentric” approach for our customers.
  •  

    WORLDSPAN, L.P. 

    A computer 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 products.

    Manager, Sales Programs  –

    Managed daily operations of the sales support organization.  Responsible for a staff of people and budget of $M.

  • Participated in vendor evaluation, cost analysis, business requirements, proposals, and training development for sales force automation project and managed the CRM implementation.
  • Designed, implemented, and managed all internal training, customer product demonstrations and facilities.
  • Established Sales & Marketing Intranet page streamlining sales force documents and creating greater efficiency.
  • Managed Request for Proposal RFP development, vendor evaluation and selection for biannual purchase of laptops, printers and other virtual office equipment.
  • Project Manager, Sales Training  –

    Successfully managed multiple projects for the Sales Support Director and Sales & Marketing Vice President.

  • Conducted needs analysis, developed curriculum, and performed training for + person sales force.
  • Organized content and workshops for annual national sales conference.
  • Training program 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 customer satisfaction.
  • Corporate Account Manager – ; Customer Assistance Center Counselor  

    TRANS WORLD AIRLINES, INC., St. Louis, MO 

    Corporate Account Manager; Account Representative; Staff Instructor–Trans World Travel Academy; Reservation Sales Agent 

    EDUCATION AND PROFESSIONAL DEVELOPMENT  

    B.S., Business Administration, Southeast Missouri State University, Cape Girardeau, MO

    Certified Knowledge Manager CKM by the Knowledge Management Certification Board

    American Management Association AMA Leadership Training and numerous HR and management

    programs, conferences, and seminars

    PROFESSIONAL AWARDS AND AFFILIATIONS  

    Member, Knowledge Management Professionals KMPro

    Member, American Society for Training and Development ASTD

    Member, International Society for Performance Improvement ISPI

    Named Who’s Who of International Management

    Trans World Airlines Award of Excellence Winner Top % of company


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