Kelly Wainwright Email & Phone Number

Portland, Oregon Metropolitan Area

• Serve as a client partner to the faculty and department leaders in my territory to ensure that Lumen solutions are being effectively deployed and incorporated into the learning objectives of client institutions.
• Drive proactive customer touch points, and handle day-to-day requests from clients.
• Identify opportunities to expand the use of Lumen solutions throughout existing customer institutions.
• Ensure clients have access to scalable resources and best practices are being leveraged to train and service faculty (and their students).
• Develop a deeper understanding of Lumen’s courseware and professional development solutions to help create best practices for Lumen's faculty and students.
• Work with faculty to develop case studies and testimonials in order to more clearly demonstrate Lumen value proposition and provide feedback to Lumen's product and marketing team.

Portland, Oregon Area

• Developed onboarding and account management team and processes to assist customers in successful implementation and use of the RewardWorks accounts payable automation software.
• Served on leadership team to create and implement strategic initiatives and plan for the future of Zevez.
• Transitioned Customer Success team from a focus on activity to focus on KPIs including renewals and customer usage of the RewardWorks software. Also from location-based to a remote workforce.
• Developed customer communication strategy and timeline based on customer health and point in renewal cycle.
• Monitored strategic customers to quickly identify issues and to encourage increased and efficient RewardWorks use.
• Migrated customer support tickets from home grown solution to a web-based solution to improve visibility and to establish SLA. Populated the included knowledgebase with customer facing documentation providing a library.

• Promoted into senior leadership position with responsibility for the two key groups of Educational Technology and the nascent IT Service Desk. Also responsible for all communications for and marketing of Information.
• Promoted innovative technology into the instruction by partnering Educational Technology with the faculty to develop and implement initiatives that helped keep the college current and relevant.
• Established Service Desk as forward face of Information Technology with a 95% customer satisfaction rating. Re-engineered processes and procedures and developed policy to give customer a clear understanding of.
• Implemented leadership framework for more effective and measurable goal setting for IT staff and to align IT’s goals with the goals and mission of the institution.
• Helped build relationships of trust and integrity with the customer by opening lines of communication between Information Technology, campus community and colleagues at other institutions.
• To better understand and document nearly 200 services managed by IT initiated an IT Service Portfolio and established service level agreements with application administrators across campus.

• Managed Information Technologies relationship with clients on campus and worked with faculty to integrate technology into the teaching and learning process. Consistently sought out and awarded increased responsibility.
• Partnered with staff in improving existing programs and implementing new initiatives on campus in areas of client service and instructional technology.
• Established and taught training program for staff, faculty and students to improve skills on supported campus software.
• Managed successful implementations and decommissions of adopted software solutions including communication plan, training and data migration. Customers felt informed and educated on process and results.
• Coordinated Information Technology’s involvement in New Student, New Faculty, and New Employee Orientations to introduce incoming community members to available Information Technology resources.
• Created and maintained a library of help documentation for supported campus software provide a just-in-time training option with institution specific considerations.

Mat, Education

Ba, Foreign Languages

Activities and Societies: Minor in Communications, Costa Rica Overseas Program