Jen Mccarty Email & Phone Number

St. Louis, Mo, Us

Remote

• Leverages the overall Knowledge Management(KM)/technical writing content creation approaches, tools, and strategies throughout the KM request cycle for BAU, project, and proactive transformation work, with an average quality score of 98%. • Provides KM support, including training, leadership, and content creation and updates, from analyst, authoring, and quality/controls perspectives, with an average of 60 widgets per month.• Assists business partners in their program design process, including needs assessment, task analysis, research of knowledge tasks, content validation with SMEs, and content creation. • Determines and develops appropriate KM solutions, based on the outcome of analyzing business needs, performance goals, and audience. • Collaborates on and maintains data collection tools and methods, including iHandle reporting.• Provides direction and strategic insights to the Knowledge Management leadership team and helps remove environmental obstacles that impede work execution.• Supports onboarding of new KM business to KM technology platforms during migration efforts.• Builds and maintains strong relationships across PBWM Learning and with existing or new business stakeholders, with a particular focus on Branch/Core Ops support.• Maintains authoring SharePoint sites to ensure current, consistent, and complete procedures are available for current and new KM members.• As acting interim KM manager, May 2023 through end of year: - Managed work volumes, monitored SLA adherence, and helped to prioritize work for KM deliverables within roles and teams with a focus on Risk and Control expectations. - Assessed staff capability, identifying and coaching to improve the overall performance of the team, including through semiannual performance reviews. • Overall team adherence to production goals improved from 50% to 92%. • For team members missing monthly production goals, 75% improved from 100% miss to 100% meet.

St. Charles County, Missouri, United States

St Charles, Missouri, United States

St. Louis, Mo

• Executed MindActive's business plan, which included designing operations strategies, setting and supporting corporate goals, assisting the CFO with financial projections and analyses of existing programs and policies, and communicating policies to employees.• Developed and implemented end-to-end training for clients, including personalized process/procedure manuals, remote lessons, recorded training, and in-person Q&A.• Performed project management and client relationship management tasks for MindActive, including integration management, scope planning and verification, time and task tracking, cost control, quality assurance, HR management (both hiring and supervising project teams), communications, and risk analysis.• Created, edited, and delivered RFP / RFQ responses by collaborating with other writers, subject matter experts, graphic artists, business partners, and executives, contributing ideas to technical solution sessions and graphical concepts. • Wrote and edited a broad range of internal and external marketing materials, including core information, case studies, website copy, tradeshow materials, online and print advertising, social media, blog posts, and other items.• Managed and uploaded content to Joomla, WordPress, Canto Cumulus, and SharePoint sites.• Managed client b-roll video projects for HSN / QVC from inception to completion, including client proposals and RFPs, talent and location acquisition, directing, and invoicing.

O'Fallon, Mo

• Communicated meaningful, timely, and relevant enterprise functional information and news to the primary Citi global suppliers (HTx, IBM, Dell/NTT, and HPE) through newsletters, Citi Collaborate sites, SharePoint, and targeted emails• Provided communication counsel to functional partners such as Citi Site Support, Asset Management, Risk & Control, and incorporated other functions' best practices into Business Office communications, where appropriate• Developed and facilitated the review and execution of strategic content for the global customer operations function (strategic organizational announcements, leader communications, key messages, presentations, web and portal content, SharePoint, newsletters, articles, etc.)• Owned all aspects of Global Customer Operations SharePoint, such as project spaces, subsites, permissions, training of new users, and reporting

Citi

• Communicated meaningful, timely, and relevant enterprise functional information and news to the primary Citi global suppliers (HTx, IBM, Dell/NTT, and HPE) and ensured adherence to the Citi Governance communication plan• Managed training program for IBM customer service agents, including: training planning, scheduling, and implementation; maintenance of the IBM global trainer contact database; and review and creation of Citi training material• Interfaced with vendors, product teams, project managers, and senior management to provide updates and new content for the ServiceNow Knowledge Base• Overhauled the existing self-service knowledge base (ESS) of several thousand articles to ensure article accuracy and relevance, and developed global KB maintenance processes for all business partners

O'Fallon, Mo

• Developed end-to-end learning program for 600+ member organization, including interest surveys, post-training evaluations, and classes within multiple learning platforms• Designed and delivered multiple professional training solutions, including: customer service training, public speaking classes, SharePoint training for general users and administrators, Citi Collaborate social solutions, and an “adapting to change” weeklong program• Assisted with the organization’s high school and college summer mentorship programs• Redesigned the organization SharePoint site to assist with interdepartmental communication, reporting, and training efforts

O'Fallon, Mo

Managed, monitored, and updated project portfolio and communicated updates to business • Provided cohesive project status reports for all CTI Real Estate Lending, ICG, and CitiBank-supporting project requests on a weekly basis to all key stakeholders• Managed both internal and client-supporting projects and technical requests across various business segments and technology teams• Increased project evaluation response rate for BASM NACG projects from 48% in 2007 to 98% in 2008 and 2009• Dimensioned a process/procedure flow for the TI request system for customer trainingDeveloped SharePoint sites for external customers, internal departmental usage, and volunteer activities to improve client experience and manage internal communicationsLeveraged relationships with functional partners to draft and improve process procedures for BAU and ad hoc tasksCoordinated the quarterly, semi-annual, and annual Continuity of Business (CoB) activities of eight regional departments as regional business recovery coordinator• Met all required deliverables with a 100% success rate• Developed, wrote, and edited regional CoB newsletters and handbooksProvided technical support to the Service Delivery team, including technical orders, project requests, and trouble tickets, with an average project evaluation score of 98.6%

Master'S, Education

Bachelor'S, English

Activities and Societies: Phi Beta Kappa, Sigma Tau Delta