Summary
Work History
Skills
Volunteer Experience
Timeline
AdministrativeAssistant

Karen Clemons

Granite Falls,NC

Summary

Transformational change manager with expertise in complex project execution, program design, solution ideation and strategy development. Skilled in developing initiative deliverables and managing project schedule, budget, scope, risks, quality, communication and resources.

Work History

Vice President / Transformation / Chat Channel Platform Manager

Bank of America
2018 - Current
  • Developed and executed strategic plans to expand OLB and Mobile chat across Retail Banking. 2023 realized a 13MM annualized benefit.
  • Identified problems and implemented solutions to better streamline operations and improve efficiency. Client Experience improved 9% and chats per hour improved 27% in one year.
  • Collaborated with executive team members on major decisions regarding business case development, business requirements, architecture design, BAT Testing, staffing, training material, and daily operations. Cultivated a culture of collaboration to facilitate cross -functional project execution.
  • Maintained relationships with key stakeholders by hosting governance meetings, providing regular KPI reporting and responding promptly to inquiries or requests for information.

Vice President /CCS Process Design Consultant / Excessive Caller

Bank of America
2017 - 2018
  • Developed infrastructure and a deliberate servicing strategy for relentless, abusive and threatening clients.
  • Managed a dedicated team to review egregious calls, identify process and procedural improvements, broadly address CSR knowledge gaps and provide specific feedback to leadership team.
  • Collaborated with Call Delivery, IVR, and Client Analytics team to ensure proper client treatment strategy.
  • Project lead for SIM IVR Portfolio - IVR RiskClosure that successfully eliminated 19,000 transfers / month from Retail.

Vice President / RCS/Process Design Consultant / Chat Strategy

Bank of America
2015 - 2017
  • Led People/ Process work stream to successfully migrate 17 lines of business to a new chat platform.
  • Collaborated with team members across internal lines of business, chat vendor and technology to define, develop, test and execute future state of chat channel within contact centers.
  • Partnered with Learning and Development to create Chat Channel syllabi and material to improve speed to market on associates readiness and reduce risk.

Vice President / GRSD/BACI – Chat / Relationship Manager

Bank of America
2013 - 2015
  • Relationship Manager on day to day operations of six International and Domestic chat channel sites responsible for 450 chat agents supporting, Consumer Service, Small Business Service and Sales.
  • Delivered strategic and tactical input into business decisions to drive the business.
  • Led Repatriation work to successfully exit BACI and simultaneously staff, train, and establish onshore Retail chat contact centers.

Vice President / CSCC Initiative Execution/ Chat Process Design Consultant

Bank of America
2013 - 2013
  • Led process design and execution for Chat and Email channel project initiatives.
  • Collaborated with line of business partners and Chat Vendor to deliver strong chat functionality through technical support and associate readiness.
  • Identified problems and implemented solutions to better streamline operations.

Vice President/Associate Engagement/ Associate Engagement Specialist

Bank of America
2011 - 2013
  • Integrated four lines of businesses to the Associate Engagement and Inclusion model.
  • Partnered with line of business personnel to execute programs designed to promote a workplace that enables associates to bring their whole selves to work and be their best.
  • Key role in successfully leading Diversity and Inclusion training to 93% Bands 2-4 and 100% Bands 5-6
  • Created effective communication strategies between management team members and employees at all levels of the organization.

Vice President/Associate Engagement / Voice of Associate Strategy Manager

Bank of America
2010 - 2011
  • Project Lead on a Design for Six Sigma project, created a Voice of Associate measurement process to determine associates readiness and satisfaction after new change initiatives. Improved associate satisfaction by 37%.
  • Supported and coached two Green Belt candidates to certification.

Vice President/ Tampa Small Business/ Business Support Manager, Bank of America

Bank of America
2008 - 2010
  • Strategically and tactically led the effort to transition 150 associates from Consumer to Small Business and leading Consumer through site closure.
  • Close collaboration with Human Resource delivered communication, set up job fair and retained 60% of Consumer associates with positions across the bank.
  • Interim Tampa Small Business Site Lead for six months. Successfully guided 250 associates, 13 Team Managers and two Unit Managers through major scorecard and incentive changes while exceeding metrics.

Skills

  • Strategic Planning
  • Green Belt Certified
  • Project / Platform Management
  • Business Case Development
  • Digital- Chat (OLB and Mobile)
  • Mid to Sr Level Management
  • Relationship Management
  • Contact Center Operations
  • User Acceptance Testing
  • Process Excellence Certified
  • Microsoft Applications - Word, Excel, Access, Visio, PowerPoint
  • Systems/Platforms/Applications - CEW Synergy, Genesys Omni Channel (WWE), Application Life Management (ALM)

Volunteer Experience

  • LEAD for Women Employee Network - current
  • HOLA Employee Network – current
  • LGBT Pride Employee Network - current
  • National Association of Professional Women member - current

Timeline

Vice President / Transformation / Chat Channel Platform Manager

Bank of America
2018 - Current

Vice President /CCS Process Design Consultant / Excessive Caller

Bank of America
2017 - 2018

Vice President / RCS/Process Design Consultant / Chat Strategy

Bank of America
2015 - 2017

Vice President / GRSD/BACI – Chat / Relationship Manager

Bank of America
2013 - 2015

Vice President / CSCC Initiative Execution/ Chat Process Design Consultant

Bank of America
2013 - 2013

Vice President/Associate Engagement/ Associate Engagement Specialist

Bank of America
2011 - 2013

Vice President/Associate Engagement / Voice of Associate Strategy Manager

Bank of America
2010 - 2011

Vice President/ Tampa Small Business/ Business Support Manager, Bank of America

Bank of America
2008 - 2010

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Karen Clemons