Customer Service Manager

KAREN ROSENE MILLSAP

**** ***** ***

Granite City, IL 62040

Cell: 314-***-****

*************@***.***

QUALIFICATIONS SUMMARY

Training, Leadership, Education and Development Manager with proven expertise working in multi-cultural environments and managing multiple tasks simultaneously. Recognized as an international training and guest speaker for computer-based and customer service training. Accomplished facilitator and trainer with excellent skills in delivering and engaging diverse audiences. Specific expertise in the following:

Leadership Development

Strategic Planning

Training and Development

Effective Problem Solving

Training Facilitator

Change Management

Public Speaking

Instructional Design

PROFESSIONAL EXPERIENCE

AMERICAN WATER RESOURCES (AWR) - Alton, Illinois 2012 to 2016

(AWR is a subsidiary of American Water Works Company, Inc. (American Water), the largest investor- owned water company in the United States headquartered in Voorhees, New Jersey.)

Manager, Education and Development (2012 – 2016)

Managed the cross-functional quality assurance and training team of fifteen. Oversaw various organizational development duties to help ensure policies and procedures supported the strategic plan. Provided targeted reporting to accurately reflect the individual and group’s performance.

• Training Project Lead, Change Partner Network and Knowledge Transfer, for the development and implementation of Microsoft Dynamics CRM & ERP systems for approximately 1,000 team members. Successful system transition July 2016, with no interruption of customer service.

• Researched, acquired and implemented new learning management system, “SuccessFactors”, that assigned, tracked, documented and provided training programs company-wide in 2015.

• Collaborated with management team to develop the Succession Planning Program, for all call center positions and leadership development, which increased company growth by over 50% in 4 years.

AIRPORT TERMINAL SERVICES (ATS) – St. Louis, Missouri 2011 to 2012

(International ground handler that supports the airline industry and serves 40 airports throughout the United States and Canada with over 2,000 employees.)

Manager, Leadership Development (2011 – 2012)

Developed the curriculum and taught classes for ATS University and other organizational development duties to ensure policies and procedures supported the strategic plan. Developed and monitored the Succession Planning Program for Supervisors and Managers, served as their mentor after participating in the management training.

WESTERN UNION FINANCIAL – St. Charles, Missouri 2004 to 2010

(An industry leader in global money transfer with approximately 430,000 Agent locations in 200 countries and territories. Western Union became a Fortune 500 company in 2007.)

Manager, Vendor Relations (2007 – 2010)

Managed the relations for a Vendor call center with four site locations in the United States. Tracked and manage details associated with the vendor’s engagement, including service level goals, deadlines, deliverables, scope of changes, and budget.

• Executed an outsource strategy that facilitated the company’s business plan to migrate work from outsourcing partners resulting in an annual savings of $1.9 million for the company.

• Collaborated with the call center vendors to maximize their daily performance by influencing and guiding the partnership. The performance measurements including staffing, call volume handling, quality, training initiatives, and customer experience.

• Supported Training Department initiatives in Canada, Mexico, Philippines, and USA call centers.

Instructional Designer (2004 – 2006)

Developed course content while determining course structure and best delivery methods for presenting material to adult learners through e-learning, classroom learning, videos, and simulations. Delivered the material through the approved methods. Worked with various departments to create new and update existing material. Assisted in development of on-line videos, PowerPoint presentations and documents utilized on the company Intranet website.

GREAT WEST LIFE AND ANNUITY – St. Louis, Missouri 1988 to 2004

(A leading provider of various insurance plans and other financial services throughout the United States. In 1998, Great-West Life and Annuity acquired General American Life Insurance Company.)

Computer Based Corporate Trainer & Technical Writer (1994 – 2004) Insurance Specialist / Trainer (1991 – 1994)

Claims Specialist (1988 – 1991)

Managed pre-production, analysis, visual design, development, writing, coding, testing and maintenance of corporate-wide computer based and classroom training programs. Developed course content while determining course structure and best delivery methods for presenting material to adult learners through e- learning, classroom learning, videos, and simulations. Served as Training Facilitator for Development Dimensions International - DDI courses.

• Developed a project plan; worked with internal IT staff along with Pathlore / Skillsoft on the technical design of over 100 e-learning courses.

EDUCATION

Masters of Art – Adult Education and Training, University of Phoenix - Phoenix, Arizona

Bachelor of Science – Psychology, Southwest Baptist University - Bolivar, Missouri

Bachelor of Science – Sociology, Southwest Baptist University - Bolivar, Missouri

COMPUTER SKILLS

Adobe Acrobat, Adobe Creative, ADP, Articulate Storyline, Calabrio, Captivate, CRM - Customer Relations Management, ERP – Enterprise Resource Planning, Excel, Fullshot, GoToMeeting, iPhoto, Lotus Notes, Microsoft Office, Office 365, Outlook, PERRLA, Pipkins, PNC, PowerPoint, Print Master Gold, Print Shop, Publisher, RoboHelp, RoboDemo, SharePoint, Skype, SnagIt 8, SuccessFactors, SurveyMonkey, Universal Translator, Virtual Logger, Visio, WebEx

LANGUAGES

Conversational in Portuguese and Spanish

CERTIFICATIONS / PROFESSIONAL ORGANIZATIONS

Association for Training & Development (ATD), St. Louis & National Membership (1991 – Present)

Six Sigma – Yellow Belt, Implementation of Learning Management System – Success Factors (2016)

SAP – HR869 Working Smarter: New LMS Admin (2014)

Franklin Covey, Speed of Trust, The 7 Habits for Highly Effective People (2013 – Present)

ATD - Designing Learning Certificate (2012)

Development Dimensions International – Facilitator Training (1994 – 2004)

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