Kari Harris Email & Phone Number

• Spearheaded the development and implementation of knowledge management strategies and processes to enhance information access, sharing, and collaboration for University of Maryland Global Campus’ IT support organization.• Established knowledge repositories, taxonomies, and metadata standards to ensure efficient categorization, organization, and retrieval of information resources.• Conducted knowledge audits and needs assessments on over 2,000 articles to identify gaps, opportunities, and areas for improvement within the ServiceNOW and SalesForce knowledge management frameworks.• Collaborated with support and project teams to develop procedural documentation, job aids, and knowledge content aligned with updated services and applications.• Developed and delivered training programs and workshops to educate employees on ServiceNow and SalesForce knowledge management principles, tools, and practices.• Implemented metrics and key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives and ensure continuous improvement.• Facilitated knowledge capture mechanisms to preserve institutional knowledge and cultivate organizational learning.

• Implemented and manage territory marketing strategies to identify new opportunities through community partnership building, increasing prospective student inquiries by 50%.• Maintained effective existing marketing strategies to create a consistent new student pipeline.• Increased college’s visibility by cultivating and fostering relationships with external stakeholders and prospective organizations to develop corporate partnerships.• Managed monthly financial budgets for campaign and marketing projects to boost long term business success by hosting informational events with local education institutions.• Created prospective student engagement activities to expand new student enrollment regionally.• Guaranteed program’s success by overseeing the enrollment cycle management (Admissions, Financial Aid, Supporting Documentation, Federal Regulations), continuous student counsel throughout program.

• Supported several colleges by marketing various positive attributes of the University and assessed the potential applicant’s needs and qualifications to assist them in enrolling in numerous academic programs.• Achieved an enrollment conversion rate of 6.9% for 2019 Q1, and 12.2% for 2019 Q2, out of a total database of 300+ prospects.• Boosted retention rate to 91% for Q1 2019, and 96% for 2019 Q2 and led team in New Student Count for 2019 Q2.• Provided guidance to students by utilizing knowledge of the University’s products, processes, policies, and value propositions to provide an excellent experience and offer a solution tailored to the student’s specific needs.• Maintained consistent and succinct documentation in the regulated environment of the university and throughout the student cycle.

• Reduced C3/TSYS errors by 36% through identifying trends and coaching peers to address knowledge gaps. Liaised between Card Services and Executive Office.• Increased customers satisfaction to 99% by de-escalating and providing solutions to complex customer complaints by resolving sensitive payment issues while providing reasonable resolutions for customers adhered to Federal regulations by appropriately processing consumer privacy requests.• Streamlined and improved processes and effectiveness by 30% by supporting over 250 specialists daily as a Subject Matter Expert on systems, policies, and procedures.

• Improved employees’ engagement and business model efficiency by facilitating weekly team meetings in the absence of and in conjunction with team leader.• Executed weekly call quality calibration sessions with 20 new and seasoned specialists on business etiquette, customer satisfaction, call de-escalation, and customer retention.• Developed and implemented a program designed to provide new specialists transitioning from training with additional support and feedback through first few weeks on the production floor.• Reduced team’s escalation calls by 62% by developing process efficiencies to improve service quality.• Maximized clients’ satisfaction by acting as a Credit Card Services Specialist and leveraging subject matter expertise to assist with customer concerns, processing applications, and assisting with managing team.

• Coordinated the standardization of company contracts and procedures. Processed all accounts receivable/payable for vendor invoices and reimbursements.• Improved revenue by 15%, ensuring billing accuracy by compiling weekly/monthly staff hours and expense reports while exploring and cultivating new business prospects.• Increased client base by 50% by monitoring media coverage, conducting client specific research and maintaining media outreach lists.

Financial Economics

Civil Engineering