Software Implementation And Project Management

Kimberly A. Knoche

********@*****.*** 719-***-**** www.linkedin.com/in/kimberly-knoche

Process and Project Manager

Consultative Creative Approach to Increasing Organizational Efficiency

Strong analytical skills with keen attention to detail and accuracy. Results-focused leader with experience managing implementation projects. Strong team player, excellent at building relationships virtually and working with cross-functional groups to identify and implement solutions to learning challenges. Experience communicating and presenting complex information to multiple levels of organization. Outstanding communicator, effective in fast-paced environments.

PROFESSIONAL EXPERIENCE

WELLS FARGO BANK, Colorado Springs, CO

Digital Training and Implementation (Business Initiatives Consultant), 2017 – Present

Digital Branch and ATM Training

Designed, developed, and delivered training and implementation solutions for IT applications used in community bank branch setting. Supported 24 branches with onsite and / or eLearning components. Collaborated with IT product manager to design effective content for applications to automate processes and enhance and support branch operations. Interacted with local and regional services team members and branch staff, as well as technology partners, implementation consultants, and customer experience strategists.

Developed web-based learning module, trained, and coached tellers as part of pilot program for implementing new ARCA cash recycling technology. Replaced teller cash drawer process with mini safe and tablet, increasing accuracy of end-of-day balancing, improving transaction speed, and enhancing security.

Pilot implementation resulted in decision to incorporate new hardware and IT applications into new bank branches.

Created outline for training with prototype for flow and content with demos and simulations, showing how to use application and taking users through steps virtually.

Automated digital processes for bank vault management and customer check-in, creating step-by-step training for implementation and eliminating paper log system.

Collaborated with technology project team, reviewing learning modules and incorporating feedback.

Senior Consultant, Enterprise Instructional Design Services 2012 – 2017

Supported Wholesale lines of businesses. Designed and developed over 100 systems and compliance eLearning training classes for approximately 3K employees in Treasury Management and Government Institutional Banking lines of business. Managed projects and developed learning solutions to increase team member knowledge and skill.

Created training classes that provided overview and demonstrated how to use software programs or applications to complete job tasks. Developed software simulations, enabling hands-on practice before using live system.

Developed compliance course on how to make web content accessible to people with disabilities, including proper usage of text, non-text, color contrast, audio, and cursor movement when creating web content. Delivered course to all Wells Fargo employees involved in website content creation.

Collaborated with product managers, project managers, sales and marketing managers on all levels, identifying performance improvement needs and determining course / program requirements.

Designed and delivered hands-on, train-the-trainer sessions for Captivate or Claro, enabling other Instructional Designers to support and develop eLearning training courses for lines of business requesting course format.

Conducted peer reviews and consulted on projects, consistently stepping up to volunteer for new projects.

Kimberly A. Knoche www.linkedin.com/in/kimberly-knoche Page 2 of 2

WELLS FARGO BANK Continued

Learning and Development Consultant, Treasury Management University 2005 – 2012

Designed courses for Treasury Management and other Wholesale lines of business. Collaborated with product, sales, and marketing managers, identifying performance improvement needs and determining course / program requirements. End-to-end course development included information gathering, eLearning design, development and evaluation in topics related to strategic business initiatives of Wells Fargo Bank business partners at all levels within the organization.

Supported business partners, up to and including Executive Management, by developing and delivering sound programs that met business objectives.

Ensured deadlines were met and content was highest quality by applying project management expertise to every project.

Converted content used in quarterly conference calls into eLearning training modules, enabling Relationship Managers to take training at any time.

Facilitated cross-selling by co-developing and training relationship managers / consultants / associates in expansion market. Introduced various lines of business, identifying opportunities to refer to other lines of business.

Co-developed series of 26 eLearning sales courses over 3 months; new courses became part of sales curriculum.

Managed launch of Learning Management System (LMS), representing Wholesale Bank during Enterprise upgrade project.

Assisted Wholesale Ethnography team with Ethnography studies; visited organization to learn about an aspect of business (such as accounting) through observations and interviews. Delivered final report and presentation, including any recommendations for improvement.

Project Manager, Consumer Credit Group Equity Direct 2002 – 2005

Led projects and training and managing activities associated with projects that were usually cross-channel in scope and impact. Worked with other project managers, production managers, and team members to coordinate, develop and present the training materials for quarterly releases in various locations. Created training requests for Project and Implementation Managers.

Created training plans and schedules. Conducted train-the-trainer sessions, manager / supervisor walkthroughs, and other training needed for project rollouts. Training materials included system changes as well as process or procedural changes (for Equity Direct, Retail Banking, and Direct to Consumer business channels).

Facilitated leadership training, personality assessment training, and assisted with Electronic Knowledge On Demand (EKOD) development.

ADDITIONAL RELEVANT EXPERIENCE

Ivanti (FrontRange Solutions), Colorado Springs, CO

Technology company providing call tracking, helpdesk and CRM software

Manager, Managed Helpdesk Expert Automation Tool User Groups

Contributed to expansion of user groups at technology company, increasing groups 200% in under 2 years.

Manager, Managed Channel Partner Certification Program; Support / Implementation / Training

TECHNICAL SKILLS

Microsoft SQL, Microsoft Access, Microsoft Word, Microsoft Excel, Microsoft Power Point,

Microsoft Project, Oracle, Visio, Adobe Fireworks, and Business Objects Infoview

Adobe Captivate, Adobe PhotoShop, Centra, Live Meeting, Flash, WordPress, SumTotal

EDUCATION AND CERTIFICATIONS

Master of Arts (MA), Organizational Management, University of Phoenix, Colorado Springs, CO

Bachelor of Arts (BA), Business Administration, Information Systems, University of Colorado, Colorado Springs, CO

Wells Fargo Instructional Design Certificate Program

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