Tom Kleven

Experienced Communications Leader and Project Manager with prior experience in contact center, retail store, and Legal/Compliance environments for major financial services companies:

- Managed operational communications and policy/procedure documentation for 4,000 seat contact center, 25,000 FTE retail store (branch) environment, and 500 FTE Legal & Compliance Department.

- Experience with technical writing, senior manager communications, online manuals, and instructional design including Instructor-led Training (ILT) and eLearning.

- Executed large-scale, global projects that involved change management, technology coordination with internal and vendor resources, and requisite policy adjustments.

Specialties

- Internal employee communication and online manuals.

- Technical writing, instructional design, and eLearning.

- Policy/procedure, product, and change management documentation, including service-to-sales transitions and mergers/acquisitions.

- System documentation for Siebel 7, eWorkforce Management (eWFM), Fidelity MSP, Hogan, Kana, FileNet, TSYS, Oblix, and Tandem.