KATHRYN BUSH
Rolling Meadows,IL
Summary
Process-oriented project lead with 10+ years of experience in project management and knowledge management practices. Highly capable of managing multiple projects at a time while meeting deadlines and delivering high-quality results. Proven track record in designing processes, new knowledge distribution policies, and successfully influencing use of new practices. Adept in analyzing effectiveness of new programs to evaluate impact and organizational benefits. Passionate about process organization, standardization, problem-solving, and quality assurance in fast-paced settings.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Project Lead Field Business Analyst
ADP, Inc
07.2021 - Current
- Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
- Managed identification of all project needs and oversaw documentation creation by developing teams of subject matter experts from product, implementation, and service.
- Increased article creation by 900% in the first two years.
- Increased documentation site traffic by 215% through creation of a communication plan.
- Analyzed challenges faced by associates and clients using ADP systems to create supporting materials and recommendations for improvements to systems with the goal of enhancing the internal and external experience.
- Developed training and end-to-end job manuals for compliance topics as requested by legal business partners.
- Created Knowledge Management team procedures and playbook to provide a consistent experience for all stakeholders.
Senior Information Analyst
ADP, Inc
04.2016 - 07.2021
- Increased article creation capacity by 200% and reduced required time to modify articles by 50% through expanding author capabilities to partners.
- Strengthened skills, abilities, processes and resources needed to adapt in a fast-changing environment.
- Contributed to multiple deployments of new knowledge management tools (content management systems) as part of project management team by ensuring online accessibility and adoption across associate groups.
- Managed and implemented change management strategies for system content.
- Defined engagement and adoption of new knowledge management tools by developing analytics to identify groups with low adoption rates.
- Improved processes to focus on support and assistance in service of addressing hesitation points.
- Tripled article readership through marketing and training blitzes across business to expedite adoption process.
- Optimized client support by leading workstream to launch in Salesforce across 2 business units.
- Integrated associate case management tools and knowledge search engines to eliminate need to access multiple tools.
- Launched customer knowledge base to support self-service case deflection.
- Increased client utilization of knowledge base by 30% month over month on average by analyzing search terms to fill content gaps, supporting communication of high-value content in marketing campaigns, and standardizing content formats across departments.
- Developed time management skills using the agile scrum method and project management tools Workfront and JIRA.
Service Support Specialist
ADP, Inc
02.2013 - 04.2016
- Maximized customer service opportunities by assisting 150 internal associates with complex solutions for client needs.
- Delivered ongoing training and mentoring to ensure client abilities to seamlessly process payroll, benefits, and HR.
- Participated in continuous improvement initiatives aimed at refining internal processes for better overall service delivery.
- Managed high-priority cases, ensuring timely resolution and exceptional customer experience.
- Averaged 95% call quality by consistently maintaining high-quality standards.
- Exceeded call monitoring goals by 200% while providing leadership to 20-person team.
Senior Payroll Consultant
ADP, Inc
11.2010 - 02.2013
- Assisted 1,000 clients with payroll processing needs, instruction for using their payroll applications, troubleshoot issues with employee maintenance or past payroll input.
Client Service Representative
ADP, Inc
07.2008 - 11.2010
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Catering Sales Consultant
Corner Bakery Café
01.2006 - 01.2008
- Promoted and sold catering services to businesses for seven company locations.
- Managed client relationships through regular check-ins and updates on project progress.
Store Manager
Corner Bakery Café
01.2004 - 01.2006
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
Education
BACHELOR OF BUSINESS ADMINISTRATION - Business Management
University of Notre Dame
Notre Dame, INSkills
- Project Management
- Analytical & Management Skills
- Process Map & Infographic Support
- Solutions Design & Implementation Strategy
- Six Sigma Practices
- Standardization & Quality Assurance Practices
- Needs Assessment & Requirements Support
- Data Presentation & Report Writing
- Human Capital Management & Payroll Processes
- Knowledge Management Programs & Resources
Certification
- SIX SIGMA GREEN BELT
- KCS V6 PRACTICES
Personal Information
Title: PROJECT LEAD FIELD BUSINESS ANALYST
Timeline
Project Lead Field Business Analyst
ADP, Inc
07.2021 - Current
Senior Information Analyst
ADP, Inc
04.2016 - 07.2021
Service Support Specialist
ADP, Inc
02.2013 - 04.2016
Senior Payroll Consultant
ADP, Inc
11.2010 - 02.2013
Client Service Representative
ADP, Inc
07.2008 - 11.2010
Catering Sales Consultant
Corner Bakery Café
01.2006 - 01.2008
Store Manager
Corner Bakery Café
01.2004 - 01.2006
BACHELOR OF BUSINESS ADMINISTRATION - Business Management
University of Notre Dame
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