Dr. Kimberley Kerr has over 14 years of experience in operations management, project management, and leadership roles. She currently works as an IT Project Manager for the City of Atlanta, where she is responsible for managing programs and projects and implementing PMO governance initiatives. Previously, she worked for the Louisiana Workforce Commission as a Manager, where she improved federal compliance measures and led an organizational redesign project. She holds a Ed.D. in Organizational Leadership from Argosy University.

1. Page 1 of 3
DR. KIMBERLEY KERR, ED.D.
1715 JASMINE CIRCLE, NW #18101, ATLANTA,GA 30318 (985) 249-4441 KRRKM@AOL.COM
OPERATIONS MANAGEMENT
QUALIFICATIONS PROFILE
• Highly self-motivated and results-driven operations professional with more than 14 years providing high-performance
customer services, financial management support, project and operations management.
• Detail-oriented without losing sight of the big picture, analytical and methodical with insightful critical thinking to
strategize solutions in addressing operational efficiency and cost effectiveness .
• Well-organized and resourceful with multitasking and prioritization skills that optimize resources to achieve outstanding
results from concurrent tasks.
• Decisive leadership, strong people management, and exceptional interpersonal communication skills that inspire
customer confidence with the business while forging teamwork synergies with colleagues and subordinates across
diverse ethnicities.
KEY EXPERTISE
• Strategic Planning & Execution
• Tactical & Operational Planning
• Fiscal & Budget Management
• Financial Management Support
• Process/Workflow Improvement
• Productivity Improvement
• Program and Project Management
• Relationship Management
(Customer, Volunteer,Stakeholders
& Vendors)
• Organizational Development
• Policies & Regulatory Compliance
• Contract Management
• Staff Supervision & Training
• Records & Document Management
• MS Office, Visio, MS Project
Management, and Share Point
• Waterfall and Agile: Sprints
EDUCATION & CREDENTIALS
• ARGOSY UNIVERSITY, Denver, CO (2015)
Ed.D. in Organizational Leadership: Developed Kerr’s Stages to Leadership Model
• SOUTHERN UNIVERSITY OF NEW ORLEANS  New Orleans, LA (2010)
M.A. in Museum Studies
• YOUNGSTOWN STATE UNIVERSITY  Youngstown,OH (1997)
B.S. in Business Administration, Major: Marketing and Advertising Art; Minor: English
PROFESSIONAL EXPERIENCE
CITY OF ATLANTA  ATLANTA, GA
IT Project Manager May 2016 – present
Responsible for managing and implementing programs and projects for the City of Atlanta. Work with senior
management to implement PMO Governance initiatives and business practices aligned with city agency business
objectives.
• PMO Governance:
o Governance review board gating requirements ( project template design: functional requirements and
UAT): Idea/Proposal, Definition/Planning, Acquisition, Configuration, Test/Train, and Deploy.
• Program Management:Charged with Enterprise IVR consolidation project ($600K). The consolidation of the City
of Atlanta’s (City) three Department’s IVR systems into one IVR platform was feasible to inform and empower
citizens, increase efficiency, accountability, and deploy technology with speed and scale to achieve the business
results.
• Project Management:
o Atlanta Workforce Development Agency Salesforce SAAS Upgrade Phase II Project ($120K) is a priority
for improving processes and enhancing existing software.
o Implement a new Business License and Revenue Collection system ($1.7M) for the City of Atlanta’s
Department of Revenue.
LOUISIANA WORKFORCE COMMISSION  BATON ROUGE, LA
Manager II May 2012 – July 2015
Responsible for managing operations of the Unemployment Benefits Analysis Team with direct oversight in vendor
management/Contract negotiations. Manage and lead five teams and one virtual team. Work with senior management
to implement cost-savings initiatives and business practices aligned with business objectives.

2. Page 2 of 3
DR. KIMBERLEY KERR, ED.D.
4184 WINDSOR CASTLE WAY,DECATUR,GA 30034 (985) 249-4441 KRRKM@AOL.COM
PROFESSIONAL EXPERIENCE (CONTINUED)
• Compliance Management: Within 7 months of tenure, improved two out of three federal compliance measures, and
the agency was removed from Federal “At Risk” CAPs. LWC has never met these measures in over 25 years .
o Reviewed and analyzed USDOL integrity initiatives, policies, programs, and measurements.
o Reviewed and analyzed LWC UI business processes, management structure, communications, metrics,
training and policies.
o Provided comparative analysis between USDOL Integrity initiatives, measurements, and policies to LWC
UI business processes, metrics, communications, training and policies.
o Provide recommended corrective actions for business process improvement, improved metrics collection
and usage, improved communications strategies, improved training materials and plan, improved
management structure and improved policy management.
• Objective Setting & Visioning:Provided a clear vision of what type of integrated business process systemrequirements
would be necessary to efficiently, and effectively, automate the refined business practices.
• Operations Management & Improvement: Implemented redesign project: Combining four departments to one cross -
functional unemployment department. Developed, implemented, vetted, and approved new processes and
organizational structure. Implemented a comprehensive business process succession and contingency plan that
addresses performance metrics, communication, management structure, training, policies, corrective action,
performance improvement plans by unit, including solutions that minimize improper payments and potential errors.
• Project Management: Oversee IVR/CRM/WFM/Recording/Analytics operations and manage vendor relations.
Project Manager for Cisco Enterprise, v9 Claims Center infrastructure that involves managing vendor support,
maintenance, and enhancements to support the UI Benefits and Tax Departments’ varied business functions. Develop
new business solutions strategic and tactical strategy and planning. Developed RFP for Cisco Enterprise v10.5
upgrade, new applications WFM/Recording/Analytics, and support and maintenance contracts.
ARGOSY UNIVERSITY  DENVER, CO
Financial Aid Student Assistant Oct 2009 – Dec 2011
Responsible for training and development of new student assistants and forkeeping students informed on their FA status
and/or account balances. Managed new online and on-ground student financial aid tracking, including VA (Military
scholarships,Voc-Rehab, Chap. 33 and Yellow Ribbon Certs), consistent with financial planning policies and produces
and Federal/State regulations for awarding aid.
VOLT/APPLE ACCOUNT  DENVER, CO
Call Center Contracted Team Manager - Apple Inc. Holiday Flex Site Oct 2008 – Jan 2009
Provided overall management, leadership, supervision, training, scheduling, firing, and motivating employees.
Employed situational leadership techniques to improve work performance and personal growth.
TANGIPAHOA AFRICAN AMERICAN HERITAGE MUSEUM  HAMMOND, LA
Museum Director Nov 2006 – Jul 2008
Provided leadership and creative vision for the planning, growth, and administration of all Museumoperations ,including
HR, OSHA, and ADA rules and regulations.Met goals with an emphasis on community outreach and museum operations
management.
CLIENTLOGIC  BOGALUSA, LA
Call Center Site Director Aug 2005 – Aug 2006
Responsible for managing full P&L, forecasting, and client invoicing. Provided site leadership for training department,
recruiting, HRIS, IT/VCT (Voice communication), operations, record management, quality, business analyst,client,and
vendorrelationships. Managed 23 direct reports and 480 indirect reports. Identified saving opportunities and achieved
buy-in from business unit stakeholders.
EQUIFAX/RMA  ATLANTA, GA
Call Center Sr. Operations Manager Jun 2000 – Jul 2005
Responsible for $10M revenue collections. Provided overall management, leadership, supervision, and training, to
multiple inbound and outbound projects to include a minimum of 200 associates and 10 frontline managers .

3. Page 3 of 3
DR. KIMBERLEY KERR, ED.D.
4184 WINDSOR CASTLE WAY,DECATUR,GA 30034  (985) 249-4441  KRRKM@AOL.COM
PROFESSIONAL EXPERIENCE (CONTINUED)
MAJOR PROJECTS
As a Project Managerfor the Louisiana Workforces Commission (LWC) (May 2012 – July 2015): Researched, analyzed,
and documented Agency wage records processes and Unemployment Insurance tax systems.
 Reviewed applicable State and Federal laws. Drafted detailed report to identify deficiencies, and provided solutions to
improve statutory compliance and modernization of UI processes.
 Facilitate implementation and improvement of technology throughout the Louisiana Workforce Commission (LWC).
 Document business requirements and graphically illustrate complicated IT workflows and project plans for
presentation to non-technical users.
 Develop and implement useracceptance testing,and educate and familiarize staff regarding process changes.
 Develop and deploy project communication and training plan.
Projects
• Implemented Unemployment Insurance Tax web-based system generating 1.7 million online employee wage record
submissions and reduced quarterly paper filings by 35,000, equating to a 65% reduction from the previous year.
• Implemented enhancements to the LWC Employer Wage Portal that included: Reimbursable accounts capable of
submitting amendments; Successor accounts submitting original and amended wage reports; Field agents submitting
audit corrected accounts; and Lien accounts capable of filing and paying on any year and quarter.
• Implemented missing alien status and benefit denials data added to the ET 9016 federal report.
• Implemented enhancement to the Alien Verification process creating Spanish non-monetary determination letter.
• Implemented alternative processing option for disaster unemployment claims in the event the Louisiana Workforce
Commission (LWC) is unable to process claims.
• Business analyst foron-time delivery of the Umployment Insurance Benefits multi-phase modernization effort to replace
legacy mainframe system with a fully integrated, real time, web-based system-the first state in the nation using an
integrated approach to modernizing its UI operating system;
• IVR interface to web application from mainframe (real time and batch process)
o Analyze all stored procedures and document what fields the IVR uses from the following tables received
daily from the mainframe.
o Develop interface template for description, frequency, triggers, record samples, and transmission for each
call flow.
o Develop business requirements, test case scenarios, and test scripts for UAT
• Organizational Redesign: Combining four departments to one cross-functionalunemployment department. Developed,
implemented, vetted,and approved new processes and organizational structure.Implemented a comprehensive business
process succession and contingency plan that addresses performance metrics, communication, management structure,
training, policies, corrective action, performance improvement plans by unit, including solutions that minimize improper
payments and potential errors.
• Training: Streamlined and improved efficiency of supervisors through the development and implementation of
leadership development, project management, and operations training programs. Spearheaded the move from instructed
led to web based training and blending delivery by transitioning the instructional design to online learning. Developed
and facilitated conflict management, motivational strategies, leadership, and accountability.
Grant Management
• Louisiana Workforce Commission: Federal funding awarded of $8,161,696 in supplemental federal grants
• Louisiana Endowment for Humanities ($12k) - Museumoral histories grant.
• Louisiana Tourist Commission Grant ($30k) - Marketing grant for brochures, billboards, radio and television
commercials, and three museum conferences for Board of Directors.
• Louisiana Arts Council Grant ($360k) - Grant funded the purchase of 22 5x8 ft murals commissioned by Louisiana
Artist.