Customer Service Management
Resume:
Karen Hughes
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Arvada, Colorado 80004
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Over 20 years of business and customer service experience. 14 years of
progressive Records Management (RM) experience ranging from data entry to
implementing Electronic Document Management Systems/Enterprise Content
Management (EDMS/ECM/ERM) systems and solutions. 9 years of experience
managing large-scale records management projects and conversions, including
acquisitions and mergers record allocations for a fortune 500 corporation.
SUMMARY OF ACHIEVEMENTS
Records Management
. Managed an in-house Records Center for Jefferson County.
. Directed the records management program for Jefferson County.
. Developed the records management program for MediaOne Group and AT&T
Broadband companies.
. Administered annual budget of up to 1.5 million at AT&T Broadband.
. Formulated the corporate records policy in private and public sectors.
Contributed to the policy discussions, compliance guides on accurate
books and records, and e-mail policies. Participated in the
implementation of the e-mail policy rollout at AT&T Broadband.
. Reduced costs in field operations by 50% by negotiating and implementing
a national contract with Iron Mountain.
. Exceeded annual goals for feedback results of client satisfaction for 2
consecutive years, with results ranging from 80% to 89% for
satisfied/very satisfied levels of service received.
. Built and tracked measurements for activities processed, volume growth,
employee performance, and life cycle trend analysis from search results
from TRIM and Livelink.
Project Management
. Provided leadership in the implementation of multiple, simultaneous
projects utilizing a project based approach at Jefferson County and AT&T
Broadband.
. Defined RM implementation requirements, evaluated potential options,
wrote technical specifications for custom Document Models at Jefferson
County. Oversaw the project deliverables and assisted on evaluating the
overall effectiveness of the projects, training, and tools execution to
the client base.
. Created project plans to incorporate electronic record keeping practices
into the RM program and started a pilot within departments to evaluate
Enterprise Document Management System (EDMS) solutions for the
enterprise, user training methods, IT involvement and system impacts.
Defined records management software requirements, evaluated potential
options and selected final solution - TRIM. Lead the team in set up and
implementation of TRIM at AT&T Broadband.
. Developed a plan to review vendor processes and managed relationship
issues with vendors and formalized actions to minimize expense without
sacrificing performance.
. Took a hands-on roll to convert data from multiple acquisition sources
into TRIM and Livelink by segregating data, completing data mapping,
validating data integrity with test scripts to ensure the accuracy and
completeness of imported metadata.
. Directed the TRIM 4.3 Upgrade project assuring data integrity, documented
process changes, managed deadlines and resources. Acted as a core team
member with the Livelink 9.5 upgrade and lead the 9.7.1 upgrade project.
Supervision and Leadership
. Hired, supervised and coached the RM team comprising of 5 full-time
employees, 1 term employee, and up to 25 leased workers at AT&T
Broadband. Supervised 5 direct reports at Jefferson County.
. Delegated assignments and incorporated responsibility into individual
objectives of direct reports.
. Defined, developed and promoted cross training of duties for direct
reports.
. Evaluated performance, wrote and delivered quarterly reviews and annual
appraisals, motivated direct reports for positive results, documented
disciplinary behavior and created corrective action plans when necessary,
and released employees unable to complete minimum performance standards.
. Acted as a role model by completing continued educational opportunities
in attending leadership, project management and records management
courses
. Created a training program to develop Workforce Development interns to
learn RM skills to obtain employment with a 75% success rate impacting
more than 35 interns across 3 years at Jefferson County.
PROFESSIONAL EXPERIENCE
Records Coordinator
Records Management & Archives, Jefferson County
March, 2011- July 2011
Records Management Administrator (A&RM/EDMS Supervisor)
Records Management & Archives, Jefferson County
April, 2006 - March, 2011
Records Analyst
Archives & Records Management, Jefferson County
February, 2004 -, 2006
Financial Services Representative
VoiceStream/T-Mobile
2002 - 2003
Membership Assistant
Costco
2001 - 2002
Program Manager - Records Management
MediaOne Group, Inc./AT&T Broadband
1998 - 2001
Project Manager - Records Management
U S West, Inc./Media Group, Inc.
1997 - 1998
Acting Manager - Records and Information Management
U S West, Inc. - Law Services
1996 - 1997
Administrative Manager - Records Management
U S West, Inc. - Law Services
1995 - 1996
Information Specialist/Data Specialist
U S West Communications - Public Policy
1989 - 1995
Data Administrator
U S West Communications (formerly Mountain Bell) - Administrative Services
(ASD) 1985 - 1989
Data Administrator
Mountain Bell - Information Services (ISO)
1983 - 1985
Directory Assistance Operator
Mountain Bell - Operator Services
1979 - 1983
SKILLS/QUALIFIERS
Project Management Records Management
Creative Problem Solving
Written and Verbal Communications Strategic Planning
Flexible
Contract Negotiation Independent Worker/Self
Starter Consulting
Supervision and Coaching Customer Service
Regulatory Environment
Presentation and Training Skills Continuous Learner
Teamwork/Collaboration Department/Function Budgeting
Data Analysis & Interpretation Computer Literacy
EDUCATION/TRAINING PROGRAMS
University of Denver, Bachelor of Business Administration, 1992, GPA 3.25.
Red Rocks Community College, Associate of Arts, Accounting, 1979 GPA 3.3.
AIIM Certifications, ERMS ECMS, 2011
PROFESSIONAL ORGANIZATIONS
Association of Records Managers & Administrators (ARMA)
Association of Information and Imaging (AIIM)
American Business Women's Association (ABWA)
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