Kara O. Email & Phone Number

Indianapolis, In, Us

Indianapolis, Indiana, United States

Created new innovative breakfast & lunch menu ideas for convenience food developer with rave reviews Coached / consulted people in business, career, life, goals, and self empowermentFiber / Mixed Media Artist

Indianapolis, Indiana, United States

Growth Oriented Leader: Day one proved to be a growth oriented leader by leading support with heart, data, and compassion. Created an exceptional customer experience support function for a B2B SaaS start-up through scale up. Customer Relationship Builder: Strategically developed results focused compassionate conversational support function with C-Sat scores avg. 90 - 93%. SLA Tier 1 - response time range from immediate to 5 - 7 minutes.AI and Automation Integration: Developed with Support Ops Analyst a system of AI chatbots to help customers immediately with quick access to human support as needed or requested. Improving conversation metrics and reducing customer support time to resolution by 25%Systems Optimization: Partnered with Support Ops Analysts, co-developed systems to cross-link our own digital duct tape and cross-functional communication issues. Pioneered systems to reduce internal tools through integrations - improved communication and response times for internal teams: support chat, sales, and customer success, and customers. Results-Focused: Developed internal metrics, data points, and systems building support conversation knowledge sharing for the following functions: c-suite, growth, product management, customer experience, sales, marketing, and customer successTalent Development: Coached and developed support employees into growth track promotions. 1) Tier 3 Support specialist into Engineering team QA Engineer, 2) Contract Technical Writer into Ops team FTE Customer Experience Senior Data Analyst, 3) Tier 1 Support specialist into Tier 3 Support SpecialistProject Management: Planned, developed, organized, and executed: Engineering launch QA testing for rollout; SLAs; Escalation queue tracking system for software bugs, issues, and emergencies

Indianapolis, Indiana Area

Customer-Centric Approach: Provided exceptional customer service by assisting customers on product escalations and responding efficiently in support chat platforms resulting in improved customer retention and significantly contributed to Boardable's several G2 and Capterra support recognition awards in 2020.Knowledge-Sharing Documentation: Spearheaded the development of Boardable's comprehensive cross-functional knowledge-sharing documentation. This initiative aimed to ensure that critical information across various 10+ tools was readily accessible and interconnected.QA Skills Specialist: Lead Quality Assurance planning and testing, thrived on the philosophy of delivering an exceptional product to our clients by working closely with engineering resulting in an 25% improved product.

Indianapolis, Indiana, United States

Took sabbatical - worked as a Yum Brands Global consultant until June 2012 and volunteered while raising our children.

Indianapolis, Indiana Area

Brand Standards: Created and Implemented 4 Global Strategic Training Rollout packages: 40+ Product standard library (SOP), cutting sheets, quick guides, job aids, EZ-cards and Consumer Management System (CMS) quality guidesDedicated to Communication: Managed internal websites, database systems, communications and traffic analysis, in addition to content creation for CMS, Product Knowledge Packs and Product Development ToolkitsSupported Ideation sessions by organizing, implementing and executing culinary sessions Managed and implemented ESHA Genesis nutrition database data– including 100+ products for multiple International countries and brands

Louisville, Kentucky Area

Global Leadership and Service Excellence: Promoted progressively throughout tenure supporting 30+ foreign KFC equity and franchise markets [110+ countries/territories], through high performance, organization, customer service and the ability to motivate teams. Produced positive results through attention to detail, ingenuity, collaboration, and project management. Went above and beyond through service, to achieve the best outcomes over budget and time constraints, logistical challenges and limited resourcesKnowledge Management: Managed internal websites, database systems, communications and traffic analysis, in addition to content creation for CMS, Product Knowledge Packs and Product Development ToolkitsDevelopment Coach / Leader / Project Management: Developed technical skills for 150+ International Leaders by planning, organizing and teaching training programs and workshops in the US and International locations: Awarded - Best Instructor, “knowledge, grace and enjoyment, a natural” Directed 200+ programs, workshops, analysis, processes, procedures implemented and globally adopted Data Driven / Results Focused: Conducted research analysis studies reporting confidential data to 30+ foreign marketsInnovative: Key contributor in multiple International ‘consumer market research programs’: Immersions, C&P focus testing, Ideation sessions. Led 45+ consumer and expert sensory panels on new and existing products and equipmentStrategic: Partnered with Global Knowledge Management team & PMI leader as subject-matter expert for global initiatives

Louisville, Kentucky Area

Project Management: Executed, planned, and organized 25+ successful product demonstrations in international locations for 100+ attendees: For: Market Planning Meetings, Innovation Summits, Board of Director Meetings and Product demos. Locations: Australia, China, Indiana, Kentucky, Poland, Texas and Thailand Successful track record leading courses, training and knowledge sharing initiatives for consistent product execution Instructed Culinary courses in Thailand: Plate presentation, knife skills and practicum coachPartnered with Global Knowledge Management team & PMI leader as subject-matter expert for global initiatives: spec database software, nutrition strategic initiatives and internal communication software websites.Collaborated with YUM! Dietitian developing a cross-functional Task Force to conceive Corporate Nutrition Strategy Directed and coached Puerto Rico market to gain nutrition menu label government complianceDeveloped, organized and implemented ‘equipment supplier’ product cutting training workshopsLed 45+ consumer and expert sensory panels on new and existing products and equipment Managed photo shoots in Costa Rica and US for consumer advertising and internal training including print production for global distribution.Key contributor in multiple International ‘consumer market research programs’: Immersions, C&P focus testing, Ideation sessionsFacilitated knowledge sharing by leading product development, packaging development, photo shoots, scope analysis, small-wares/equipment validations, set-point development, barrel test, round tables, and writing comprehensive report publications and communications for internal distribution

Louisville, Kentucky Area

Managed lab inventory and equipment organizationAssisted Engineering by leading, executing and summarizing equipment and small-wares Optimization validations Training Leader to restaurant level teams during ‘Operations Optimization market test’: by developing optimized process, training, job aids, coaching support and leading round table discussions

Louisville, Ky

Supervised QA standards for 5+ dry product production lines, 2 syrup production lines, 4 Bulk Batch leadersManaged R&D bench-top dry ingredient formulations, sensory taste panel for new and improved formulas

Clarksville, In

Tutored math and reading to first and second grade studentsMonitored students’ behavior before school and during lunch implementing behavior modification techniquesAssisted school nurse by monitoring/documenting food intake of Diabetic students

Bachelor Of Science - Bs, Dietetics/Nutrition/Food Science

Internship - WIC-Women Infant and Children; provided pregnant women with nutrition counseling

Associate Of Science - As, Culinary Arts/Chef Training

Activities and Societies: American Culinary FederationMagna Cum Laude, Dean’s list 9 of 9 semesters Internship - Winston’s 4-STAR Fine.