KATIE KARP Phone: 415.819.4339 Email: katiekarphope@gmail.

com
PROFESSIONAL SUMMARY OF QUALIFICATIONS AND SKILLS
16 years experience designing, executing, and managing projects and programs from strategy development through implementation and stabilization. Experienced Account Marketing Executive, Change Manager, Product Manager, Market Manager, Quality/Business Process Improvement Manager, and Project Manager. Proven success in communication strategy development and execution. Expertise managing cross functional teams and stakeholders. Able to balance multiple priorities. Trained in TQM, process management and improvement, working knowledge of Lean Six Sigma and Agile. Learner, achiever, and bias for action. Teacher, trainer, coach. Highly collaborative work style.

EDUCATION
MBA, WILLIAM E. SIMON GRADUATE SCHOOL OF BUSINESS University of Rochester, Rochester, NY Concentration in Finance and Marketing B.M. MUSIC EDUCATION, CRANE SCHOOL OF MUSIC State University College at Potsdam, Potsdam, NY Graduated with honors

PROFESSIONAL EXPERIENCE
AAA NCNU Club, Emeryville, California 2012-2013 Business Process Consultant Improved Marketing, Financial, and Operational Processes Developing level II and III process maps for new membership subscription and point of sale systems implementation in 2013. Identifying where business decisions and process improvements are required. Analyzed Branch cash management and movement process resulting in new requirements for membership subscription system implementation. Developed 16 accounting document procedure manuals for training and reference. Created Value Stream Maps for over 20 outbound communication processes resulting in recommendations used to create system requirements for new membership subscription, point of sale, bill and card fulfillment, and marketing campaign systems implemented in 2013. Developed cross marketing planning and communication framework implemented 1/1/2013. Created and tested several marketing calendar formats and field communication vehicles. Surveyed field for input/feedback resulting in implementation of the 2013 MarCom Calendar and monthly Whats New in Marketing publication. Re-engineered intranet outbound communications site used by employees to access information about new initiatives and report issues with customer communications. Analyzed IVR call routing to verify customer calls were being routed as planned. PACIFIC GAS AND ELECTRIC COMPANY, San Francisco, California 2010-2012 Senior Project Manager Increased Field productivity 22% Implemented SmartMeter, Gas and Electric Field Operations, Contact Center, Marketing and Regulatory Relations Projects and Service Requests with budgets ranging from $4K to $1M. Projects and SRs were completed on time, on scope and on budget. Accountable for multiple projects and SRs at one time. Managed and mentored project teams consisting of up to 26 people, including representatives from IT, Sourcing, Mobile Connect Field Support, SmartMeter Customer Impact, Marketing, Corporate Communications, Gas and Electric Operations, PG&E Academy, Customer Contact Center, Customer Field Services, Meter Management, and Compliance. Developed and documented processes and training for Gas Field Operations that resulted in a 22% increase in productivity when reading and programming SmartMeter Gas Modules.

Katie Karp - Resume PROFESSIONAL EXPERIENCE (continued)

Page 2

TIGERLOGIC CORPORATION, San Jose, California 2008-2009 Product Evangelist Increased new product penetration 35% Determined relevant target markets, created business plans, and partnered with finance, engineering, and other members of the marketing organization to implement and facilitate the successful launch of a new online search and research tool called ChunkIt!. Analyzed online and direct marketing metrics to determine what changes to make to landing pages, the website, and other marketing initiatives. PACIFIC BELL/SBC, San Jose, California 1995-2000 Director, Consumer Winback, Retention, and Competitive Response Increased annual revenue $175M Developed the strategy, created the implementation plan, and facilitated the cross functional team responsible for launching five nationwide multi-lingual Winback telemarketing centers including building the financial and activity tracking and reporting systems, scripting, direct marketing materials and advertising, promotions, legal and regulatory compliance, tariff changes, compensation and incentives, training, and quality control Designed and implemented multi-lingual Retention and Competitive Response processes and training in 65 telemarketing centers throughout California. Product Manager, World Wide Calling Card Achieved business plan objectives amid increased competition from the cell phone industry. Managed revenue plan, expense containment, advertising, market research, card production and collateral. Facilitated the relationship and contractual agreement with the long distance provider to ensure appropriate pricing, cost allocation and revenue sharing. Benchmarked the World Wide Calling Card against like offerings from competitors, including cell phones. Supervised one individual. Manager, Core Process Re-Engineering and Process Management Deployment Increased annual revenue $150M and employee and customer satisfaction 10%; reduced annual operating expenditures $50M. Provided information, analysis, coaching, and training to senior management that resulted in the decision to deploy Process Management at Pacific Bell. Developed the strategy for Process Management deployment including the methodology, training, training collateral, policy changes and assessment and reporting tools. Conducted company wide Baldridge assessments and made change recommendations as appropriate.

OTHER POSITIONS HELD

XEROX CORPORATION, Oakland, CA and Rochester, NY Product Forecasting Analyst, Sales Compensation Analyst, Account Marketing Executive VICTOR CENTRAL SCHOOL DISTRICT, Victor, NY Music Educator

AWARDS

Pacific Bell Quality Award for successfully facilitating the company wide implementation of Process Management practices. California Awards for Excellence Examiner Xerox Quality Through Teamwork Award for determining the causes of order entry bottlenecks and defining and implementing countermeasures. Xerox Presidents Club for 50% over achievement of sales plan. Xerox Achievement Award for re-designing the product forecasting process.