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.

• 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.
• 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.
• 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