WAYNE KEMPF
Knowledge Mgmt
Roswell,GA
Summary
Experienced professional with 28 years of expertise in knowledge management, people leadership, program management, and customer experience. Proven track record in designing and executing knowledge management initiatives to deliver customer-centric solutions that enhance operational efficiency and elevate the customer experience. Extensive background in knowledge management systems, process engineering, and communications, driving success through strategic implementation of best practices.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Sr. Director - Enterprise Knowledge Management
ADP
02.2023 - Current
- Lead our Enterprise KM Team (Content, Voice of the Customer, Data Science and Information Architecture) to drive best practices, standards, governance and methodologies to deliver best of class content to ADP associates across the globe.
- Manage our Componentized Content Management System (CCMS) that contains over 20k articles and digital assets serving the ADP enterprise.
- Established OKR goals to measure KM success, driving accountability across the enterprise. One example of this was 10 straight quarters driving NPS from a -5 to +36 as of Q4/FY25.
- Incorporated AI tools into the content authoring process to improve author efficiency and aide in the creation of enterprise content.
- Developed and implemented content reuse strategy across the company. Create content once and share across all applicable business units. Improved lifecycle management efficiency.
- Led cross-functional teams to develop and implement new tool capabilities, enhancing operational efficiency across the various business units at ADP.
- Streamlined communication channels between departments, facilitating timely information sharing and enhancing project outcomes for EKM.
- Developed strong relationships with ADP business partners and stakeholders, fostering collaboration, trust on aligned business goals.
- Provide EKM dashboard analytics to our KM teams to monitor lifecycle, content effectiveness and insights.
- Developed robust closed loop feedback process to drive adoption with continuous improvement for our knowledge store.
- Enterprise Knowledge Management team won the 2024 Brandon Hall Gold award for KM process improvements focused on KM search and UI enhancements.
Director - Enterprise Knowledge Management
Cox Communications, Inc.
06.2011 - 12.2022
- Built world class knowledge management team from ground up. This involved vision and strategy to build out and drive all knowledge management methodologies across the enterprise.
- Leading an enterprise team that consists of 20 individuals to develop and own lifecycle management of over 15K pieces of content supporting ~20000 employees across 15 markets. This includes .com support.
- Established processes for content management, UI/template design, lifecycle management for both agent facing and customer facing content, and content freshness, governance, copy edit processes, quality and brand voice.
- Modeled and demonstrated storytelling through data and communicated clearly with staff and boundary partners.
- Led and affected change in matrixed work environment.
- Understood business requirements and KPIs, created solutions to drive efficiency and improve employee/customer experience.
- Mapped current business and operational processes and recommended areas for improvement.
- Optimized KM system and platform performance based on employee/customer feedback.
Sr Manager - Large Enterprise Customer Experience
Dell Technologies
04.1997 - 06.2011
- Managed team of 20 knowledge authors, analysts, and engineers with a budget of $4M.
- Managed a $12M budget for the Large Enterprise Team. This included oversight of all vendor SOWs, schedules of payments, procurement engagement, and legal coordination with NDA, MSA & MRAs.
- New Hire coordination and onboarding of new team members – Interviewing, hiring, agency coordination, contract negotiation and success enablement.
- Vendor Management – Contract reviews, expense management, executive business reviews and payment invoicing and receiving.
- Managed product-related internal communications to achieve messaging accuracy and product correctness.
- Completed Six Sigma Green Belt Certification - Saved $4.8M annualized in repeat dispatch reduction for motherboards and processors.
Education
Computer Science
Marketing Education
06.1986
Skills
- Knowledge Management Systems - Design & Strategy
- Vision/Strategy/Execution
- Seasoned Leader
- Customer Experience & Success Enablement
- Six Sigma Certified
- Process Engineering
- Program Management
- Cross functional collaborator
- Key Performance Indicators
Certification
- Six Sigma Greenbelt, Dell Technologies 2005
- Lean Six Sigma Greenbelt, Cox Communications 2017
Timeline
Sr. Director - Enterprise Knowledge Management - ADP
02.2023 - Current
Director - Enterprise Knowledge Management - Cox Communications, Inc.
06.2011 - 12.2022
Sr Manager - Large Enterprise Customer Experience - Dell Technologies
04.1997 - 06.2011
Denver Tech College - , Computer Science
Career Development Center - , Marketing Education