Olinda McKaughn, Director Client Relationships And Technology Services

Experience

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  Usertech (a division of Ceridian)

  Jan 1996 - Jan 1999

  Southeastern Operations Manager

  PROMOTED to Southeastern Operations Manager of technical implementations and training after one year as a corporate consultant. Inherited a tumultuous office and failing client book. Reset both employee and client relationships within 60 days using strategic change initiatives. Restored the office to 56 consultants (up from 25 in just 30 days). Resolved client issues on multiple, high-visibility projects and then managed project teams to fulfill client expectations and produce deliverables. Collected $500K in uncollected fees. Set regional direction, generated sales opportunities, improved client relationships, managed operations, and led a staff of 55-60 technical professionals. Show less

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  Shoap Technical Services

  Jan 1999 - Jan 2001

  Business Expansion Partner

  Business expansion partner for Atlanta’s oldest technical communications firm. Nurtured a client-centric approach to technology engagements, which started during the initial contact and carried through to project completion. Expanded business markets and increased revenue by $550K annually. Provided operations and change management. Co-managed the technical staff and dedicated client teams.

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  The GYM, Corporate and Personal Fitness Facility and My Trainer, Inc.

  Jan 2001 - Jan 2006

  President

  Developed the concept and business model for this unique, service-focused business. Worked in contrast to common industry practices to create better-than-best practices. Elevated customer expectations of fitness facilities in the Atlanta area. Created all foundational processes, materials, and training; secured funding; and led operations for this exclusive, 10,000 sq. ft. corporate fitness facility. Sold the concept, business model, and intellectual property.

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  Kennesaw State University, Department of Continuing Education

  Jan 2003 - Jan 2006

  Program Developer—Professional Personal Training Certificate Program

  Initiated the program and developed content for KSU’s Professional Personal Training Certificate Program (Kennesaw State’s 2nd most lucrative adult education class for three years running). Conceived the class and created materials to change common industry practices and instill professionalism in program participants. Filled the class beyond capacity to generate approximately $100K per year in class fees.

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  Move It!, Inc.

  Jan 2004 - Jan 2008

  President and COO

  Developed Move It!, Inc., a highly innovative concept and business model in the health/wellness industry. Built the concept by changing consumer perceptions of exercise to “physical fun-ness,” and reinventing business practices common in the fitness industry. Created all foundational material and processes. Secured $450K in funding. Awarded Best Health Club for Cardio Classes in Atlanta by Atlanta Sports and Fitness and featured by Fitness Management. Built the company as a “sellable” franchise. Sold the concept, business model, and intellectual property to private investors. Show less

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  Various technology organizations

  Sept 2008 - now

  Strategic Communications Consultant

  I provide communication expertise and coaching to corporate and high-tech clients. My work also includes guidance in defining, developing, and coaching behaviors that elevate customer experience.My current consulting efforts involve coaching C-level teams in elevating their communication skills. I am aiming efforts to improve this baseline metric: according to several executive teams' estimates,15-30% of project productivity is lost through miscommunication.

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  Thinq Ed (formerly known as SchoolCenter)

  Jan 2010 - Jan 2011

  Technology and Client Communications Specialist

  Provided the forward facing voice for this rapidly growing, cutting-edge technology firm. Developed professional, business, technical, and sales content. Designed web systems. All efforts were aimed to promote and support the customer experience for both internal and external customers. Worked to transition teams and clients through two ownership changes.

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  Southern Illinois University, Carbondale

  Jan 2013 - now

  Assumed the role of Interim Director of Technology Services, while retaining my previous role leading Client Relations and Communications. Manage SalukiTech, our technology services unit, which includes Tier I and II support for all university customers and partners. Elevated "customer experience" as the number one focus for all efforts. Working to intertwine four distinct work silos (customer solutions, device repair, deskside engagement, and learning spaces) into a single, high-functioning, response team. Providing learning opportunities and mentoring staff to build leaders and teams. Fostering communication among staff and constituents to build trust and strong, enduring relationships. Exploring options to expand and enhance services to meet customer and partner needs and expectations. Developing innovative initiatives to align with and support the university in its Imagine 2030 strategic efforts. Show less Lead strategic communications and initiatives for the Office of Information Technology (OIT), SIU Carbondale, the leading four-year public university in the tristate area. Work directly with the CIO to develop strategic plans and craft critical and/or strategic communications for both internal and external audiences. Develop strategic plans and campaigns to inform, persuade, and achieve specific, purposeful outcomes to further OIT objectives and the university mission. Point all efforts toward a change in perception or position of the OIT by administration, faculty, staff, students, and the surrounding community. Collaborate with Project Management as a change agent. Work to improve relationships and cooperation between the OIT and university constituents. Assemble and lead cross-organizational teams. Develop staff learning initiatives. Administer, manage, and promote adoption of technology learning platforms such as Proofpoint, Pluralsight, and MS Teams. Develop and manage internal soft skills developmental programs as well as cybersecurity awareness training and initiatives. Launch OIT virtual and live events (up to 450 people) to engage campus, local, and regional communities and highlight the OIT’s departmental image, efforts, and offerings. Coach colleagues and mentor students. Show less

  • Director Of Client Relationships and Technology Services

    Jan 2022 - now

  • Director, Client Relations and Communications

    Jan 2014 - Apr 2022

  • Communications/Change Management Coordinator

    Jan 2013 - Jan 2014