Stacy D. Email & Phone Number

O'Fallon, Missouri, United States

Lead the Knowledge Management program for Mastercard’s Global Customer Care (GCC) organization collaborating with business partners to understand knowledge/content requirements, define and implement the knowledge management strategy for all content channels and develop and maintain a governance strategy to ensure consistency of the content that is provided through multiple platforms to both internal and external audiences.

Greater St. Louis

Define and deliver KM strategy, governance, processes, content, culture, and technology solutions that enable the success of transformation goals for industry leading clients.

St Louis, Missouri, United States

Drive the overall Knowledge Experience for Accenture practitioners by marrying business priorities with practitioner needs in Retail, Health & Public Service and CFO & Enterprise Value • Architect the knowledge management strategy focused on knowledge availability, findability, and utilization. • Manage a team of Knowledge Curators to implement the strategy, harvest and maintain content.• Partner with offering development and business unit leads to encourage content curation overcome sharing shyness.

St Louis, Missouri, United States

Promotion from Manager. Design, develop and deploy solutions and applications that help Accenture clients optimize value from their customer relationships and marketing and service strategies.• Design and develop leading-edge Knowledge Management solutions, end-to-end training materials, and best practices.• Develop content templates, taxonomy, processes and training for new tools.• Led $2M deployment effort for a large system implementation rolling out to over 40,000+ customer care users.

Design, develop and deploy solutions and applications that help Accenture clients optimize value from their customer relationships and marketing and service strategies. - Design, implement, and test leading-edge Knowledge Management integrations - Create robust large-scale production applications - Create prototypes quickly and re-architect them for production readiness

Atlanta, Georgia, United States

Responsible for the design and development of a new knowledge base and training for the Support Services division.• Designed, developed, implemented and maintained knowledge base built on the SharePoint platform. Accomplished without any capital expenditure for a commercial system or outside consulting resources, resulting in huge cost savings to the company and providing quick delivery of a solution to the existing knowledgebase problem.• Maintained SharePoint knowledge base, analyzed data and produced weekly reports for upper management.• Revamped new hire training processes using ADDIE model to shift focus from memorization to skill demonstration.• Documented processes and procedures developing SOPs, user guides, and knowledge base content & style guide

Kansas City, Missouri, United States

Responsible for the ongoing development and management of the 8 member Knowledge and Training team. • Directed company-wide KM effort providing over 5000 articles available to both internal and external customers. • Managed new hire and recurrent training programs for 300+ seat seasonal call center.• Single point of contact for all asset purchases, system upgrades, and software licensing. • Identified need for alternate communication channel for our customers. Worked with cross functional teams to develop and deliver a chat and email tool in a tight three-month window.• Managed the company’s CRM tool (Amdoc’s Clarify) ensuring usability and worked with IT to integrate with the KNOVA knowledge base.