Rick Joslin Email & Phone Number

St. Louis , Us

Leads the enterprise initiative to adopt knowledge management best practices based on Knowledge-Centered Service and powered by Salesforce Knowledge and Coveo. Successful implementation throughout multiple business areas has increased knowledge utilization by tenfold. Serves as the SAFe Experience Owner, or product manager, guiding a team of seven agile scrum and kanban teams. The initiative received the elite CEO's Quarterly Standout Awards for 4Q21 as a result of the value produced by this amazing cross-functional talented team.

Bloomfield, Ct, Us

Leads the enterprise initiative to adopt knowledge management best practices based on Knowledge-Centered Service and powered by Salesforce Knowledge and Coveo. Successful implementation throughout multiple business areas has increased knowledge utilization by ten fold. Serves as the SAFe Experience Owner, or product manager, guided a team of seven agile scrum and kanban teams. The initiative received the elite CEO's Quarterly Standout Awards for 4Q21 as a result of the value produced by this amazing cross-functional talented team.

Bloomfield, Ct, Us

Cigna is an American worldwide health services organization based in Bloomfield, Connecticut and Philadelphia, Pennsylvania. Its insurance subsidiaries are major providers of medical, dental, disability, life and accident insurance and related products and services, the majority of which are offered through employers and other groups (e.g. governmental and non-governmental organizations, unions and associations). Rick has responsibility for the knowledge management discipline, practices, platform, performance assessment, and governance. He works with a cross-functional team to oversee and guide the knowledge management strategy throughout the enterprise. Rick serves as the experience owner (SAFe Product Owner) for the KCS / KM Agile Release Train (ART) within Cigna's scaled agile framework, guiding the enterprise adoption of KCS enabled by Salesforce Knowledge and Coveo.

The next amazing opportunity will leverage my skills, knowledge, and experiences to add value while presenting new challenges. My passion is working with other passionate people and helping customers be successful by maximizing the value of the products and services. If you believe your organization could benefit from my talents, then take the next step. Contact me so that we can explore the future together.

Sarasota, Fl, Us

Vitil Solutions provides service management services to supplement technology organizations within public sector and non-profit organizations. The services are based on the ITIL framework, the KCS methodology, real world experiences, and business objectives of our clients. With a strong emphasis on knowledge as the product, the efficiency and quality of services are enhanced while providing clients with detailed analysis that enables them to improve the stability and reliability of the IT infrastructure. As the knowledge product strategist, Rick innovated to improve processes and increase the value of the Vitil Solution services.

Sarasota, Fl, Us

KnowledgeDesk is a cloud-based knowledge management application based on knowledge management best practices from the KCS methodology that improve customer satisfaction, service quality, and operational efficiency with shared knowledge. Rick's role included serving as the product manager working with and guiding an agile development team in Vietnam. As the product strategist, he was responsible for the product roadmap and defining the stories and sprints.

Seasoned executive with 30 years of experience in high tech and customer service, including 5 years as an executive officer with a public company managing a 100+ person organization and 10 years as an executive of an association managing multiple profit centers. Innovative leader adept at building cross-functional teams focused on the reengineering process and thinking creatively to increase productivity and customer satisfaction. Technically talented manager with proven ability to visualize processes, analyze problems, create new alternatives, and staying focused on the big picture. Perceptive and articulate professional who works well with management, employees, co-workers at all levels and business partners. Recognized as an industry expert in knowledge management and certification business leadership. Gains trust and confidence through integrity, customer service, and outstanding performance.

The ITCC is a council of IT industry leaders focused on promoting IT certifications and committed to growing professional certifications, while recognizing the need for a qualified workforce to support the world’s technology needs. The ITCC is a resource for employers, government officials, academia, and individuals seeking information about the many benefits of IT certification. The council establishes industry best practices, markets the value of certification, enhances exam security, and works on other certification issues the Council identifies. The ITCC is a not for profit association. Resigned from position following a career change away from the certification industry.

London, Gb

In 2015, UBM added the ICMI product line to my responsibilities in addition to HDI. Under this new role, I am honored to lead the team responsible for the certification, training, and services products of both HDI and ICMI; along with the direct sales and channel sales teams for both brands. While continuing to support to distinct communities of HDI and ICMI, we will increase the value to these communities through the synergies gained through collaboration, sharing, and innovation of two great teams.

New York, Ny, Us

As the product manager for the P&L, I guided a highly talented team responsible for the develop and delivery of the suite of certification and training products, and worked with an amazingly talented team of people throughout all of HDI. I led the direct sales team and was responsible for channel sales in North America. 2012 through 2015, the profit centers I was responsible for exceed goals on both revenue and contribution. I designed the HDI partner program, international business strategy, and the strategy to expand HDI into the desktop support community and to be the lead provider of Knowledge-Centered Support training and certifications. I led the product integration and development following the acquisition of STI Knowledge in 2006, which led to the support industry's leading professional certification suite for technical support professionals. I continued to speak at various events, facilitate periodic training, and participate in industry programs.

The ITCC is a council of IT industry leaders focused on promoting IT certifications and committed to growing professional certifications, while recognizing the need for a qualified workforce to support the world’s technology needs. The ITCC is a resource for employers, government officials, academia, and individuals seeking information about the many benefits of IT certification. The council establishes industry best practices, markets the value of certification, enhances exam security, and works on other certification issues the Council identifies. The ITCC is a not for profit association.

Colorado Springs, Colorado, Us

During the integration of HDI and ICMI under Think Services, I was responsible for the certification and training offerings of both brands. Leveraging best practices and personal experiences, I developed the strategic plan for streamlining ICMI training and launched the implementation until the decision by Think Services to decentralize the two brands into separate business units.

Executive position with P&L responsibility including leading efforts in product development, product management, product delivery, sales, and international business development.Reengineered the certification and training business unit following an acquisition of the number one competitor by replacing the entire product suite within one year to eliminate market confusion. Implemented a new product development methodology, new sales model, new international business partners, new packaging model, new pricing model, and new delivery model resulting in over 100% revenue growth in one year along with profitability and covering all acquisition costs. Revenues exceeded $6,000,000.

London, United Kingdom, Gb

HDI Certified instructor delivering full range of HDI courses on behalf of HDI and IHS. Promoted to Director of Training to manage the HDI partnership and outsourced delivery model.Successfully guided a global client with a Knowledge-Centered Support implementation. Developed communications plan, content standard, technology map, performance assessment plan, quality criteria, coaching training, management training, and analysts training programs. Mentored the client’s project manager to assume leadership role. Six-month post implementation, the client reported a 41% improvement in time to closure.

Assisted clients with service management improvement projects, authored white papers for vendors, requested speaker at industry events, and delivered HDI certification training.Served as a strategic consultant to the CEO of a knowledge management software vendor, providing product roadmap guidance and business development plans.

Idstein, Hesse, De

Following the sale of the RightAnswers product line, I was asked to rebuild the support organization. Reengineered customer support organization for public Internet software company by analyzing existing situation, interviewing key players, building department commitment, and then developing and implementing plan in support of a new mission, vision, and objectives. Within six months the department became a focused team, attrition dropped to 5% that saved over $240,000 annually, the first level resolution rate improved from 25% to 70%, average number of open cases dropped 50%, and the number of customer referrals increased 500%.Implemented eService to compliment the assisted service offering of an Internet software company’s customer support organization. Led management team that analyzed, designed, developed, and implemented eService offering and the change management efforts necessary for successful adoption. New service was accessible to 70% of customer base that resulted in 20% of case volume being directed to the web and 5% of assisted cases being generated via the web.

Idstein, Hesse, De

Responsible for product development, delivery, support, and service. Responsible for the only profitable product line that resulted in the company going public. The product line was later sold as a private company. Also took over a struggling product line and brought them back to delivering high quality products on time with multiple referencable customers. Both product lines won industry awards.

Idstein, Hesse, De

Operations Executive responsible for product development and delivery.Developed outsourced knowledge management organization for an IT support content company. Convinced CEO to offer a new service, designed the service, and negotiated contract with Microsoft to be the first customer. Developed strategic relationship with Microsoft that was invaluable to the sales and marketing efforts, generated over $1.5 million in first year at a 45% profit rate, and over $1 million annually the following years at a 30% profit rate while reducing the annual cost for existing product development by $650,000.Reengineered manufacturing process used by a mid-size company to develop knowledge bases. Worked closely with knowledge engineering team to challenge existing processes and rules, designed new workflow processes and role descriptions, and led change management efforts to implement the new design. New workflow process reduced time to develop a product and increased the quality of products. Won the ‘Call Center Product of the Year Award’ and captured 96% of the market share for pre-packaged knowledge bases integrated into call management systems.

Reengineered help desk organization for Fortune 100 manufacturing company. After researching best practices, built a team environment and led effort to redesign the processes and tools used while implementing service level management, open case management, escalation management, measurements, and reports. Morale of team increased significantly, attrition rate dropped from 30% to 5%, reduced unresolved case volume 30%, and increased the first-call resolution rate from 40% to 75% while taking over 6,000 calls monthly. Team received Westinghouse Quality Award for quality of service and positive impact on organizational efficiency.Increased adoption rate of an e-commerce service for Fortune 100 manufacturing company. Reengineered distributor support organization, trained key distributors, provided them with PCs, and worked with marketing and sales organizations to reinforce the message about the service. Within one year the team was awarded the company’s ‘Quality Service Award’ for increasing the percentage of orders received each month that were entered directly by the distributor from 10% to 80%, generated corporate savings of over $30 million, and increased sales $25 million.