Dr. Karlesha Graper
Duluth,USA
Summary
Growth-focused and accomplished professional with extensive experience in spearheading comprehensive leadership and employee development programs. Skilled in designing scalable training initiatives that enhance performance, promote innovation, and enable cultural transformation. Instrumental in applying strategic DEI strategies that foster inclusive workplaces and elevate organizational success. Ability to collaborate with senior leaders to identify learning gaps, develop targeted action plans, and deliver data-driven recommendations. Committed to driving continuous improvement and nurturing a culture of inclusion and equity in global organizations.
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Manager - Diversity, Equity, & Inclusion
Verizon Corporate Human Resources
01.2021 - Current
- Spearhead diversity and inclusion leadership development programs for 100+ employees globally, guaranteeing implementation across all levels. Enhance company's DEI goals by creating scalable diversity and inclusion strategies and applying new supportive solutions. Advance workplace diversity and inclusive culture by collaborating with senior leadership on strategic initiatives. Act as subject matter expert on DEI topics, providing insights on industry trends and best practices for workforce initiatives. Deliver thought leadership by developing DEI initiatives and offering data-driven recommendations aligned with business strategy. Integrate diversity and inclusion throughout the employee life cycle by partnering with various Centers of Excellence and HR business partners.
- Increased representation of underrepresented groups by supporting development and execution of diversity and inclusion strategy.
- Elevated organizational DEI capability through targeted education and learning, boosting cultural competency among employees.
- Accomplished over 90% employee satisfaction scores by initiating and orchestrating an enterprise Allyship curriculum.
- Attained 95% completion rate for first professional development learning journey for Employee Resource Group leaders.
- Achieved over 80% participation by designing an enterprise management engagement model to support employee development.
Performance Assurance Operations Manager
Verizon Wireless Consumer Operations
01.2020 - 01.2021
- Drove better execution and customer experience for 3000+ employees by connecting performance with behaviors through trend and data analysis. Delivered specialized investigation, planning, and consultation on high-value, high-impact initiatives. Led high-profile, mission-critical customer experience and performance projects, ensuring successful outcomes. Created targeted action plans to address performance gaps and opportunities, driving improvement.
- Enhanced KPIs by providing data-driven recommendations and leadership actions to VP and directors.
- Boosted departmental coaching completions by 5% quarterly through focused initiatives.
- Reduced employee performance improvement plans by 6% quarterly through effective coaching and development strategies.
Senior Operations Manager – Customer Experience
Verizon Wireless Consumer Operations
01.2018 - 01.2020
- Improved customer experience and KPI performance for 4000 employees by driving program management of strategic initiatives. Addressed learning challenges by partnering with Operations and Customer Service support teams, elevating training effectiveness. Enhanced customer experience by using data to drive decision-making and linking performance with behaviors through trend analysis. Improved customer experience results by identifying and implementing creative and innovative solutions.
- Provided expert guidance on performance and behavioral gaps to 3 VPs and 8-10 directors, driving leadership effectiveness.
- Boosted departmental customer experience scores by 10% over two quarters through targeted initiatives.
- Achieved 80% participation in monthly leadership coaching calibrations, fostering consistent leadership development.
- Attained 85% participation in quarterly customer experience listening sessions, increasing employee engagement.
Senior Manager – Learning & Development
Verizon Corporate Human Resources
01.2016 - 01.2018
- Steered recruitment, hiring, and successful leadership of Verizon's inaugural virtual home-based learning and development delivery team. Facilitated innovative training program development through online resources and training toolkits, driving continuous improvement. Mentored and coached team of senior trainers, enhancing their skills and effectiveness. Designed comprehensive blueprint for virtual training and delivery experience, ensuring consistency and quality.
- Built design and foundational roadmap for virtual home-based delivery, ensuring successful virtual training delivery and support.
- Addressed performance and behavioral gaps by suggesting training solutions to home-based leadership as trusted business advisor.
- Launched first virtual leadership and development team for home-based agents, setting new standard for remote training.
- Developed virtual learning and development support model, reaching and impacting over 3K+ employees.
Senior Manager Customer Service
Verizon Consumer Group
01.2015 - 01.2016
- Guided, trained, and developed direct and indirect reports, achieving business objectives and strategic goals. Guaranteed protection of company revenue and customer retention goals through effective accountability measures. Fostered innovation, creativity, and solutions-oriented thinking, driving performance and enhancing company culture. Collaborated with national and field partners on key customer loyalty and retention initiatives, improving customer satisfaction.
- Earned top senior manager leadership performance award for four consecutive quarters through consistent excellence.
- Maintained highest customer satisfaction scores within customer loyalty organization, demonstrating exceptional service.
- Ranked in top 2% of company senior manager performance, showcasing outstanding leadership and results.
- Led customer loyalty service organization of 8-10 supervisors and 100+ employees, ensuring high performance and engagement.
HR Leadership Development Training Consultant
Verizon Corporate Human Resources
01.2010 - 01.2015
- Assessed training effectiveness through surveys and data, delivering actionable feedback to management and clients. Addressed developmental gaps in Asia-Pacific region by consulting with HR leaders and creating tailored portfolios through VZLU for Philippines, Hong Kong, and Singapore.
- Enhanced leadership capabilities for 3000+ leaders and frontline employees in designated regions by managing Verizon Leadership Development programs.
- Scaled training initiatives by partnering on instructional design and implementing blended, digital self-paced, and coaching models.
- Improved employee performance by facilitating training programs on coaching, change management, time management, strategy execution, performance management, diversity and inclusion, employee development, and HR guidelines.
- Reduced regional Code of Conduct complaints by 3% through customized leadership training.
Education
Doctor of Philosophy (PhD) - Organizational Leadership
University of Phoenix
Tempe, AZ2014
Master of Arts - Management
Webster University
St Louis, MO2008
Master of Arts - Human Resources Development
Webster University
St Louis, MO2008
Bachelor of Arts - Communications
College of Charleston
Charleston, SC2004
Skills
- Curriculum & Instructional Designing
- Leadership Development Programs
- Talent Development & Management
- E-Learning & Training Technologies
- Organizational Change Management
- Cross-Functional Team Leadership
- Budgeting & Resource Allocation
- Data-Driven Decision Making
- Diversity & Inclusion
- Performance Improvement
- Cultural Transformation
- Strategic Planning & Execution
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
Certification
- Certified Organizational Development Coach, Symbiosis Coaching
- Certified Personal Development Coach, Symbiosis Coaching
- Certified Diversity Professional - Society of Diversity
- DEI in Talent Management Certification- Association of Talent Development
- Certified Prism Diversity Instructor
- Certified Achieve Global Leadership Instructor
- Certified Franklin Covey Instructor
- Certified DISC Instructor
- Certified Mindex Thinking Profiles Instructor
- Certified ELI-Civil Treatment for Managers and Employees Instructor
Timeline
Senior Manager - Diversity, Equity, & Inclusion
Verizon Corporate Human Resources
01.2021 - Current
Performance Assurance Operations Manager
Verizon Wireless Consumer Operations
01.2020 - 01.2021
Senior Operations Manager – Customer Experience
Verizon Wireless Consumer Operations
01.2018 - 01.2020
Senior Manager – Learning & Development
Verizon Corporate Human Resources
01.2016 - 01.2018
Senior Manager Customer Service
Verizon Consumer Group
01.2015 - 01.2016
HR Leadership Development Training Consultant
Verizon Corporate Human Resources
01.2010 - 01.2015
Doctor of Philosophy (PhD) - Organizational Leadership
University of Phoenix
Master of Arts - Management
Webster University
Master of Arts - Human Resources Development
Webster University
Bachelor of Arts - Communications
College of Charleston
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