ANDREA CAMPBELL

15019 S 8TH ST PHOENIX, Arizona 85048(602) 300-8897 andrea.campbell@phoenix.edu

(602) 909-5892 drea.campbell32@gmail.com

Summary of Qualifications
Assisted in the implementation of Knowledge-Centered Support (KCS) managing Roles &
Responsibilities, while maintaining 100% quality and regular day to day responsibilities

Supported migration of knowledge base to Salesforce, providing solutions and best practices
for knowledge sharing
Successfully maintained health of Contact Center knowledgebase (CCKB) and created solid
relationships with other departments and campus leadership
KCS Principles Certified May 2015

Professional Experience
University of Phoenix/Apollo Education Group, Phoenix, Arizona June 2008 PresentKnowledge
Specialist
Knowledge Domain Expert
Customer Specialist

Worked with leadership, project managers, training team and other business units to establish
appropriate KCS workflows to support our business needs

Developed several job aids to bridge gaps between classroom learning and department

specific training. Conducted training as needed.

Created, edited and published articles with technical accuracy and re-structured knowledge for
better read-ability
Analyzed and identified areas of process improvement by providing charts and data showing
trends in performance and productivity metrics based on reporting. Made recommendations to
management
Facilitated KCS Council meetings and promoted KCS methodology through communication,
rewards and recognition
Ensured effective knowledgebase operations by monitoring KCS workload and allocating
necessary resources

Kyrene School District, Phoenix, Arizona

August 2007 May 2008Substitute Teacher K-8

Facilitated instruction on different subjects as needed

First Consumers National Bank, Beaverton, Oregon June 1993 May 2003Credit Systems Analyst
and Manager

Managed system maintenance for all credit card processing platforms and developed a

comprehensive project methodology to ensure all system changes were implemented with no
compliance issues or rework
Supervised and developed staff of 15 credit analysts through credit application processing, and
other credit granting decisions. Supervised procedure writer and call evaluation coach.

Education
University of Minnesota, Minneapolis, MinnesotaSeptember 1985 March 1990Bachelor of Science

Currently pursuing a Masters of Arts in Adult Education and Training at University of Phoenix

Additional Information
Skills: Experienced with MS Word, Excel, Visio and HTML, Fluent in Spanish, including written
communication.

Awards: Two Time recipient of Director's Award in the last year, inducted in the Women's
Athletics Hall of Fame at the University of Minnesota in 2000, All American 1988.

 Volunteer Work: YMCA volleyball coach, Participated in volunteer activities through

University of Phoenix such as the evaluation of scholarship essays.