Arliss Nakken

Experience

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  Bank of America

  Jan 1987 - Dec 2008

  As a Sr. Change Manager at BAC's Service and Fulfillment Operations, I managed the recognition and rewards culture for a division of appox. 10,000 associates as well as various career opportunity initiatives. Using associate opinion survey feedback, my role was to influence change within the business groups and utilize programs, web sites, and communication components to increase associate satisfaction. Overall satisfaction increased in my business groups by 2-4% during a two-year period. Successes included the management of various associate engagement programs and learning delivery of leadership and management functions at BAC for a division of appox. 7,000 global associates. Course facililtations included team building, personnel, and talent management. Led a group of global associate satisfaction teams. Other successes included the development and publications of various communication vehicles such as newsletters, web site content, and line of business event flyers. Supported the HR Manager of BAC's Securities and Investment Division of appox. 10,000 global associates with various personnel duties and deliverables. During this time, also supported a finance-themed project during the BAC/NationsBank merger with training design, development and delivery of the new finance platform for the combined company. Supported various process improvement initiatives for the HR & Training Divisions at BAC. Co-managed the training design and delivery of program and process changes for a company-wide online recruiting program affecting all resume gathering and hiring processes. Also co-managed the relationship with two outsource vendor providers who supported training enrollment and training delivery resources for the company. Designed, delivered and supported multiple training courses for various interstate retail bank conversions for BAC over a nine year period. Performed due-diligence in companies acquired in other states to perform the needs assessment for changes to processes to enhance the new automation(s) being installed.

  • Sr. Associate Change Manager

    Jan 2004 - Dec 2008

  • Associate Learning & Program Manager

    Sept 1999 - Dec 2004

  • Personnel Client Services Consultant and Program Analyst

    Oct 1998 - Sept 1999

  • Performance Improvement & Vendor Management Consultant

    Jun 1994 - Oct 1998

  • Instructional and Delivery Consultant

    Jan 1987 - Feb 1996
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  Wells Fargo

  Oct 2009 - Apr 2011

  Communications Consultant/Analyst

  Accomplishments included the daily development and delivery of ongoing employee communications using electronic, Sharepoint, and internal business channels for an internet fraud organization of over 200 employees in three US locations. Also managed the development and distribution of a weekly and quarterly newsletter featuring policy changes, processing clarifications, recognition, and company and merger integration news.Performed needs assessment analysis for ongoing policies and procedures maintained on multiple Sharepoint libraries. This included partnering with various line of business, Compliance/Regulatory and Quality Assurance business partners. Partnered with fraud business managers to facilitate and lead meeting discussions and presentations using phone conferencing and A/V solutions. In addition, led several analysis efforts to re-engineer various support group structures and functionalities using info-mapping and consensus techniques. Show less

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  Primary Eyecare Network

  Apr 2012 - Dec 2012

  Educational Services

  Led and managed all ongoing training/education design, delivery and administration for a buying group network of 1700 optometrists throughout CA utilizing contract speakers, webinars, and self-paced curriculum.Also provided weekly communication, plus management and administrative support for the local group. Partnered with a Marketing & Design team who developed content for new vendors and promotions, product specials and overall news and information used throughout the CA network of OD practices. Partnered with project support colleagues to maintain the company website relative to educational news, information and registration purposes. Show less

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  Hotwire

  Jan 2013 - Sept 2013

  Sr. Content & Communications Editor

  I was responsible for and managed all internal communications for the Customer Operations group. This included coordinating daily process and workflow roundtables to ensure initiatives were fully supported by all team members and cross-functional business groups. Developed various tools and communications for outsourced vendor partners to ensure customer service agents had current and accurate knowledge to handle all customer interactions across phone, email and e-chat delivery channels. I also created, edited and maintained all essential daily agent communications that accurately support ongoing business updates, training needs and crisis management/alerts both domestic and international. Developed and managed an online travel FAQ repository on the company website for self-service assistance to customers. Participated in quality assurance activities to identify communication requirements and synced all channel communication templates to reflect the current initiatives. Show less

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  UC Berkeley

  May 2014 - Aug 2022

  Sr. Communications Specialist

  I currently develop, manage and execute comprehensive communications programs, including written, visual, and strategic planning for various initiatives and/or projects. Most significantly, I supported communications for the Campus Shared Services (CSS) Implementation Project for UC Berkeley and currently supporting ongoing communications strategies. In my role, I also support functional and service delivery teams with strategic communications planning and execution for short/long term CSS priorities with the goal to provide improved service to the campus at a lower cost. Some of the tactics I use in my role is to design and develop tools, presentations and graphics that support the Berkeley tone and personality. The end result - to increase staff knowledge so they can excel in their work supporting the campus. Show less

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  Vice Chancellor Administration, UC Berkeley

  Jul 2021 - now

  Communications Manager