Kelli J. Johnson

Work History

Training Integration Manager

Washington State Employment Security Department

07.2022 - Current

Led a team 10 of professional development and training staff, providing technical expertise on intake, adjudication, special programs, and Tax and Wage functions for statewide UICS service delivery, and development and delivery of all aspects of UICS program training
Provide leadership and oversight in the development of e-learning modules and management of the statewide Learning Management System (LMS) for the UICS Division
Manage development and delivery of UICS UTAB and eServices training materials for other ESD divisions
Practice lean process improvement works with UICS staff to engage in business process analysis to measure baseline results, understand existing processes, suggest business process improvements, and carry out improvement projects
Supervise Technical Training Consultants
Identify the need for outside expert assistance with new or challenging operational tasks
Identifies resources within the agency or within state government
Obtains resources through outside contracting
Develop RFPs, manages the procurement process, help select contractors, manages contracts and ensures the agency receives the best possible value from its investment
Ensures that skills and knowledge of outside contractors are successfully transferred to agency staff
Facilitating diverse work groups and teams involved in service delivery
Managing complex projects
Knowledge and experience with adult learning principles and theory
Strong analytical problem-solving skills and crisp writing skills as demonstrated by written work products
Knowledge and experience developing and applying change management methods to large, complex service delivery problems
Knowledge and experience developing and applying process improvement methods to large, complex service delivery problems
Ability to train executives, managers, and front-line employees in teaming, communication, management principles, and creating a positive work environment
Knowledge of strategic planning, strategy deployment, and the use of key performance indicators in strategy execution
Familiarity with change management tools
Strong background in data and metric development and deployment
Facilitated clear communication among project teams, resulting in better collaboration and smoother workflows during complex integrations.
Led cross-functional teams to successfully execute integration projects on time and within budget.
Developed customized solutions for seamless data migration, improving overall business operations.
Trained team members on new tools and techniques for efficient integration management, elevating overall expertise within the organization.
Leveraged automation tools to streamline repetitive tasks, increasing productivity levels within the integration team.
Managed vendor relationships to ensure timely delivery of products and services while maintaining cost efficiencies.
Reduced downtime during integrations by implementing comprehensive contingency plans and backup procedures.
Enhanced system efficiency by streamlining processes and integrating various platforms.
Spearheaded change management initiatives to minimize disruption during transitions between systems or software upgrades.
Created detailed documentation outlining best practices for system integrations, providing a valuable resource for future projects.
Evaluated emerging technologies to stay current with industry trends, ensuring continuous improvement of integration practices.
Collaborated with stakeholders to identify integration needs, developing tailored strategies for successful implementation.
Supported continuous improvement initiatives by conducting post-mortem analyses on completed integration projects to identify areas for growth and development.
Diagnosed and resolved hardware and software issues.
Resolved issues and escalated problems with knowledgeable support and quality service.
Planned and implemented upgrades to system hardware and software.
Researched and recommended new technologies and strategies for improving system performance.

Supervisor, Technical Training Consultants

Washington State Employment Security Department

05.2021 - 06.2022

Oversaw daily operations of the training department, ensuring smooth workflow and timely completion of tasks.
Schedule and direct work activities, guiding staff, and providing training and opportunities for professional development
Design, develop and implement risk mitigation strategies that will quickly scale the creation of eLearning during a pandemic by setting instructional end goals and designing content
Provide technical assistance, training, and guidance to employees regarding unemployment and department unemployment insurance laws, policies, processes, and procedures
Provide technical assistance to ensure effective and efficient administration of federal and state activities, services, and expenditures
Provide support to unemployment insurance division in eLearning curriculum design, classroom curriculum design, and design and use of learner assessment tools
Assess training materials, SharePoint sites and knowledge transfer needs
Create supporting material/media such as Desk aids and Quick Reference Guides and use a variety of computer applications to develop training courses and materials including developing course content and graphics (Camtasia, Stream, LMS, PowerPoint, Articulate, Word, TEAMS, WebEx, etc.) through development of training materials to include handbooks, job aids, models, multimedia visual aids, computer and web-based tutorials and standard operating procedures
Developed different modes of assessment to measure the effectiveness of knowledge transfer
Recommend and implement innovative solutions, modifications and enhancements to training utilizing the most effective technological and resources available to the agency
Develop content consistent with adult learning theory principles suitable for eLearning development staff to build into eLearning modules
Coordinating with training team and subject matter experts to prepare classroom curriculum, and training materials consistent with federal and state law and Unemployment insurance policies, including drafting content
Select and create e-learning training curriculum for the Unemployment insurance division
Represented the state of Washington Employment Security Department as a featured speaker at the National Association of State Workforce Agencies (NASWA) on pandemic preparedness training creation and implementation developed based on requirements of Senate Bill 5193 for creating a Reserve Adjudication Pool
Project management

Technical Training Consultant

Washington State Employment Security Department

02.2021 - 05.2021

Recorded videos and wrote instructions to facilitate online and remote training programs.
Coordinated logistics of and delivering training to claim center staff of 300+ personnel.
Partnered with management teams to align training initiatives with business objectives, supporting strategic goals through workforce development efforts.
Collaborated with subject matter experts to create accurate, high-quality learning materials for diverse audiences.
Delivered engaging presentations and facilitated group activities, ensuring participants gained practical knowledge and hands-on experience.
Conducted gap analyses to identify areas of improvement within existing training programs, leading to targeted updates that increased overall efficacy.
Developed comprehensive training manuals, job aids, and other resources to support ongoing employee development efforts.
Leveraged e-learning platforms to expand access to training resources across geographically dispersed teams.
Maintained detailed records of training sessions, participant feedback, and program outcomes to support evidence-based decision making.
Consulted with organization management to assess needs and plan improvements.
Evaluated training needs for organizations, designing tailored solutions to address skill gaps and improve overall productivity.
Trained and mentored 300+ new personnel hired to fulfill various roles.
Established and maintained quality control standards.
Analyzed and evaluated training effectiveness and program outcomes.
Facilitated virtual, in-person and blended learning sessions.
Developed job-specific competencies and performance standards.
Utilized variety of instructional design methodologies to create effective learning experiences.
Developed and implemented successful onboarding program.
Built and maintained professional relationships with vendors and suppliers.
Developed lesson plans, instructional materials and written practice tests for and training courses.
Designed and delivered web-based, self-directed learning materials.

Adjudicator

Washington State Employment Security Department

10.2020 - 02.2021

Write decisions in a timely manner to pass federal guidelines for benefit timeliness and pass federal quality guidelines/standards
Answer complex questions from employers, claimants, and others, advising those affected, based on unemployment insurance laws, policies, and procedures
Resolve issues which may affect timely and accurate payment
Ensured accurate determinations with meticulous research and thorough investigation of disputes.
Continuously updated personal knowledge on relevant laws, regulations, and policies affecting the adjudication process within the jurisdiction served.
Evaluated claims by analyzing case files, conducting interviews, and reviewing relevant documentation.
Improved claim processing times by implementing efficient workflows and prioritizing urgent cases.
Reduced case backlogs by effectively managing workload and meeting strict deadlines for resolution.
Utilized advanced problem-solving skills to navigate complex issues and reach fair, well-reasoned decisions that withstood scrutiny during appeals or further reviews.
Prepared comprehensive reports detailing findings, conclusions, and recommendations for further action or appeal as necessary.
Developed expertise in various areas of law, enabling comprehensive analysis of complex claims across multiple sectors.
Promoted fairness in adjudications through impartial assessment of facts and unbiased application of legal principles.
Safeguarded stakeholder interests by consistently striving for the most equitable outcomes in all cases handled.
Built a reputation for professionalism and integrity through consistent adherence to ethical standards during the adjudication process.
Presented conclusions in clear and concise language that was easily understood by all parties involved in the adjudication process.

Operations Manager

Pacific Dental Services

01.2018 - 10.2020

Management of multi-specialty dental practice for 8 doctors, 1 hygienist, up to 20 dental assistants
Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Developed and maintained relationships with external vendors and suppliers.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Analyzed and reported on key performance metrics to senior management.
Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Identified and resolved unauthorized, unsafe, or ineffective practices.
Developed and implemented strategies to maximize customer satisfaction.
Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Increased profit by streamlining operations.
Managed purchasing, sales, marketing and customer account operations efficiently.
Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Guest Services Manager Microsoft Campus

Excela

05.2017 - 12.2017

Manage a team of 35 -70 to deliver outstanding results that exceed business requirements while supporting the unique culture of Microsoft business
Scheduling and providing support coverage for 35-70 employees covering up to 70 remote buildings
Safety liaison for receptionists across 100+ lobby desks ensuring ergonomic safety, environmental safety, safety training, accident prevention, accident investigation, follow-up, and compliance
Ensure customer service standards and performance standards are met and exceeded
Serve as point of contact for Microsoft employees
Develop and administer incentive programs that drive overall performance
Drive the development of employees within the Lobby Host department
Develop and implement action plans to address the demands of the business
Support Operations Manager and consistently manage team goals and measures
Manage multiple and diverse services, driving elevated levels of client satisfaction
Achieve Accounts(s) revenue and profitable budgets and Budget Attainment and Cost Controls
Measure, develop, implement, and monitor quality controls to support operations
Train lobby hosts on updates to systems and processes
Enhanced internal communication by developing clear guidelines for interdepartmental collaboration.
Updated technology systems used at the front desk area resulting in faster response time.
Conducted regular performance evaluations of staff members to foster growth, development, and accountability in the workplace.
Reviewed upcoming events and planned for expected challenges.
Streamlined check-in and check-out processes for improved efficiency and guest experience.
Managed inventory control and resource allocation for optimal operational efficiency in the Guest Services department.
Developed rapport with guests, anticipating needs and providing tailored recommendations.
Managed day-to-day operations, scheduling staff and overseeing budgets.

Trust & Safety Manager

A Place for Rover

10.2016 - 03.2017

Schedule contact center coverage for 24/7 department
Design, develop and implement risk mitigation strategies
Respond to escalated support cases, emails, and phone calls from community members
Maintain awareness of trust and safety concerns and how it relates to emerging technologies
Build and manage a team of Trust and Safety specialists while effectively working cross-functionally
Develop supervisors into effective and enthusiastic leaders
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Develop effective metrics to measure the Trust & Safety team
Rebuild Trust & Safety training department
Project management
Conducted thorough accident investigations to identify root causes and prevent future occurrences.
Developed and executed training programs for employees, improving overall safety awareness and compliance.
Facilitated meetings with upper management and executives to discuss ways that safety could be improved.
Consistently achieved high levels of employee engagement in safety meetings, fostering an environment focused on continuous improvement.

Supervisor Research Team/Service Liaison Team

Beacon Health Options

05.2014 - 10.2016

Provide day-to-day technical, programmatic, scheduling for 24/7 contact center and administrative supervision to a department of 17-27 employees at 3 locations
Manage subcontractor/vendor for document translation program
Monitor productivity and quality based on individual and team goals
Develop, prepare, audit, and deliver monthly reports for government review
Develop and implement customer service policies and procedures
Review, track and handle customer complaints, customer complaint resolution and escalated issues
SharePoint management for department
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
Increased customer retention rates by implementing customer feedback into actionable improvements.
Organized regular team meetings to discuss ongoing projects, share insights, and collaborate on strategies for continuous improvement in client services.

Senior Partner Resources Human Resources

Starbucks Corporation

08.2012 - 05.2014

Effectively coach representatives on call handling and issue related to HR policies and processes
Provide on-going coaching on systems, processes, and procedures
Advanced level of customer service skills and case documentation
Identify business trends and report workable solutions to management team
Handle issues escalated by Partner Contact Center representatives
Organize resources to meet service level objectives, i.e., training materials, agents scheduling and meetings
Process partner data transactions according to compliance and accuracy guidelines
Knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
Apply HR policies and law to Partner Resources cases from US and Canada
Research and update Partner Resource cases pertaining to paycheck deduction
Create supporting material/media (audio, video, simulations, quizzes, checklists, task sheets)
Project management

Summary

Overview

Work History

Training Integration Manager

Supervisor, Technical Training Consultants

Technical Training Consultant

Adjudicator

Operations Manager

Guest Services Manager Microsoft Campus

Trust & Safety Manager

Supervisor Research Team/Service Liaison Team

Senior Partner Resources Human Resources

Education

Skills

Keycompetencies

Timeline

Similar Profiles

Corrina RiekenCorrina Rieken

Megan AshurstMegan Ashurst

Maribel CollinsMaribel Collins