Tammy Knoll-Anderson, Ms, Itil Email & Phone Number

Tampa/St. Petersburg, Florida Area

- Proficient in Articulate 360 - SH!FT Rapid eLearning software Level 1 certified.- Thought Industries platform - Develop performance support in Learning Guide Manager, and Manage. - Additional tools include: VideoScribe, Camtasia, Composica, and Adobe Creative Cloud- Partnered with Thought Industries to develop six courses for the Hackett Group using their unique learning business platform tool. - Partnered with Ontuitive to develop a performance support solution integrating auditing guidance into Learning Guide Manager for KPMG’s engagement management system, eAudIT and Boeing's LPSS. - Provided OnPoint LMS administration and client support. - Designed, developed, and/or built Instructor-Lead Training (ILT) for: Enbridge, Safe-Guard, Bomgar - Designed, developed, revised, and/or reviewed eLearning courses for these clients:Arizona Dept. of HealthAura InteractivaBBA Consulting GroupBomgar City of MarkhamDAUDelta Airlines enterpriseUGlobal Office FurnishingsThe Hackett GroupHDIICOMIMS HealthLink-LineLivingston Loblaw Loyalist Perly Fullerton Prime Restaurants Service Inspired Restaurants (SIR) CorpThe Princeton Review

Remote

- Proficient in Articulate Storyline. - SH!FT Rapid eLearning software Level 1 certified. - Develop performance support in Learning Guide Manager. - Partnered with Ontuitive to develop a performance support solution integrating auditing guidance into KPMG’s engagement management system, eAudIT. We develop this guidance material in the Ontuitive performance support solution, Learning Guide Manager. - Provided LMS administration and client support. - Designed, developed, and/or built Instructor-Lead Training (ILT) for: Enbridge, Safe-Guard, Bomgar - Designed, developed, revised, and/or reviewed eLearning courses for these clients:Bomgar Loblaw City of MarkhamBBA Consulting GroupLink-Line ACS Delta Airlines IMS Health Global Office FurnishingsPerly Fullerton Livingston Prime Restaurants ICOMHDI Loyalist Service Inspired Restaurants (SIR) Corp

Remote

- Built and published multiple eLearning training courses for both internal as well as external/client use. Edited client certification training materials for instructor-led manuals, virtual presentations and eLearning courses. - Designed and executed quality assurance programs for call support and live online certification test proctoring. - Defined and documented eLearning course development processes/procedures so we can deliver the best possible services and products to meet our customer's needs and exceed their expectations. - Coordinated Thought Rock, MindMuze and B Virtual marketing communications.- Managed a voice of the customer (VOC) project speaking directly with B Wyze Solutions clients about their experiences. Delivered a summary report used by B Wyze Solutions leadership for annual strategic planning.

Tampa/St. Petersburg, Florida Area

Design and deliver all chapter communications to local HDI members.Supported the local chapter officer community with training and knowledge management by successfully managing projects to:-Update the local chapter officer's manual-Develop an eLearning course for the CRM database

Tampa/St. Petersburg, Florida Area

Streamlined/standardized departmental reporting across four functional units/21 teams related to four goals: Efficiency—quantity of work effort and speed of completion, Quality—quality control and assessment metrics, Cost—spending indicators related to budget, and People—employee satisfaction concerns such as OT, vacation, training, etc.Tour of Duty with HR SSC Process DocumentationImplemented departmental service management with Service Level Agreements (SLAs) for all services offered across four functional units. Also, developed and documented a foundation of departmental procedural documentation. Tour of Duty with HR SSC Domestic DeploymentTier 2 Domestic Deployment process and system support including deployment system (Retain) SME and call center training, knowledge management, procedural/service level documentation and support team reporting package.

Tampa/St. Petersburg, Florida Area

Worked closely with a co-captain to coordinate the logistics and fundraising efforts of a 60+ member cycling team. Most coordination and preparation work lead to the annual Bike MS two day charity ride.

Tampa/St. Petersburg, Florida Area

Established performance metrics/reporting protocols for the agent performance scorecard and executive dashboard by determining important Key Performance Indicators (KPIs) including employee retention, customer satisfaction, training, quality assessments, etc. in support of our business model, setting goals for these indicators, and measuring performance according to those targets. Analyzed report results to identify specific performance driver to maintain enhanced processes, and monitor future performance to impact lasting process improvement. Advanced the call center's process maturity by developing/documenting a solid foundation of well-established and tried policies/processes to proactively handle the everyday business of service delivery. Optimized CRM ticketing system usage including modified categorization for improved incident and problem management.

Tampa/St. Petersburg, Florida Area

Coached a team of 6 to 8 HR call center agents in an ongoing development process to ensure consistency/accuracy in handling customer calls while driving execution of strategy with a focus on the highest standard of customer service delivery. This relationship included: interviewing potential candidates, scheduling resources/adherence, daily call queue management, weekly team meetings, monthly individual agent conferences, and quarterly performance evaluations.

Tampa/St. Petersburg, Florida Area

Enhanced customer relationships by training IT call center specialists to departmental systems, culture and customer service expectations, developing an audit form assessment tool, assessing adherence to service standards, reporting to management on performance trends and coaching towards continuous improvement.

Tampa/St. Petersburg, Florida Area

Valuable assurance application support agent handling customer issues with stand-alone audit software, web sites/applications and Lotus Notes products. Helped the team grow by drafting project, support and standard operating procedure documentation along with KPI reports. As a product SME, communicated unresolved issues, acted as a project team representative, assisted with product testing and supported team members to resolve/escalate complex problems.

Communicated technical news to PwC partners and staff including application release and service announcements, scheduled maintenance service interruption advisories, and emergency outage alerts. Managed best practice documentation and developed a comprehensive resource guide to optimize communications.

Sarasota, Florida Area

Managed troubleshooting support documentation for 25 applications in the Assurance and Business Advisory (Audit) product group that assisted over 17 Support Analysts in closing over 85% of incidents. Authored over 700 standard support documents and updated 20 product group curriculums to bring outdated curricula to a current status.

Sarasota, Florida Area

Resolved 2nd level technical support issues globally for Assurance and Business Advisory (Audit) stand-alone audit software, web sites/applications, and remote networking (E-LAN). Stretch roles included: Employee Recognition Coordinator, SME product support documentation, Customer Service Appreciation Week Coordinator, and Employee Appreciation process.

Ms, Multicultural/Multilingual Education

Activities and Societies: Golden Key National Honor Society, Phi Kappa Phi Honor Society Continued my studies at FSU earning a masters.

Master Of Science - Ms, Multicultural/Multilingual Education

Activities and Societies: Magna Cum Laude Golden Key National Honor Society Phi Kappa Phi Honor Society

Master Of Science - Ms, Multicultural/Multilingual Education

Activities and Societies: Magna Cum Laude Golden Key National Honor Society Phi Kappa Phi Honor Society

Master Of Science - Ms, Multicultural/Multilingual Education

Ba, English Education

Activities and Societies: Golden Key National Honor Society, Phi Kappa Phi Honor Society After receiving my Associates in Arts.

Ba, English Literature

Activities and Societies: Golden Key National Honor Society, Phi Kappa Phi Honor Society Graduated with distinction - Cum Laude