Kathleen (Seger) Roy

Experience

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  Electronic Data Systems

  Jan 1991 - Jan 1995

  Utilized product and procedure knowledge to facilitate problem resolution. Coordinated and facilitated three week new-hire training program. Interfaced directly with consumers, retailers, and manufacturers to identify and resolve customer concerns. Oversaw system training of new employees and contacted GMC Truck owners to determine satisfaction. Identified, addressed, and assisted with resolving system-related issues.

  • Business Analyst, Saab USA Customer Service

    Jan 1993 - Jan 1995

  • Analyst, GMC Truck Customer Satisfaction

    Jan 1991 - Jan 1993
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  Kelly

  Jan 1995 - Jan 2003

  Set priorities and managed development and implementation of new products, product enhancements, marketing programs for products, post-launch assessments, and support of all products. Investigated advanced software, hardware, and network issues. Created technical documentation for end-users and other support analysts. Coached first-level analysts to ensure proper procedure/documentation compliance and to facilitate issue resolution. Provided administrative and clerical support to vice president, corporate communications, and corporate legal department.

  • Manager, Testing & Training Services

    Jan 1999 - Jan 2003

  • Second Level Support Analyst

    Jan 1997 - Jan 1999

  • Administrative Assistant, Law and Corporate Communications

    Jan 1995 - Jan 1997
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  Kelly

  Jan 2004 - Jan 2014

  Managed enterprise-wide business continuity and crisis management programs to ensure employee safety and continuity of critical business processes in the event of disaster or disruption. Developed and conducted business impact analysis (BIA) studies to identify critical processes and resources and determine recovery objectives. Functioned as liaison between business units, IT, and government agencies for disaster recovery planning efforts. Designed and facilitated annual and ad-hoc tabletop exercises to test crisis decision making skills and identify plan gaps. Actively monitored open- and closed-source intelligence data to identify trends, patterns, and warnings indicating threat to employees, assets, or operations, and managed company’s response to incidents, including providing regular updates to executive leadership.● Established and operated dedicated Emergency Operations Center at Troy, Michigan, headquarters.● Implemented global framework to deploy regional and country-specific business continuity plans.● Devised and deployed pandemic planning/response training and resources. Show less Created, edited, and maintained service process documentation, communications, and tools to ensure compliance with employment law, other legal requirements, and company policy. Managed cross-functional project teams and improvement initiatives related to service delivery processes including technology, process flows, work instructions, training materials, and quality measures. Facilitated communication between multiple business units to develop creative solutions and implement strategic initiatives.● Produced 30-minute employee orientation and safety training video including script writing, production, post-production editing, and distribution for use in multiple countries and languages.● Developed business process documentation for servicing Federal government accounts.● Edited and developed detailed business process documentation of 30+ documents for conducting background screenings, including policy statements, task instructions, job aids, and forms. Show less

  • Senior Manager, Business Continuity

    Jan 2008 - Jan 2014

  • Senior Project Manager, Service Business Process

    Jan 2004 - Jan 2008
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  GM Financial

  Nov 2015 - Jul 2021

  • Manager, IT Communications, Global Internal Communications

    Aug 2019 - Jul 2021

  • Business Continuity Manager, International Operations

    Nov 2015 - Aug 2019