Claudia Morgan

  Kaiser Permanente Health Plan  (2009)  

Performance Support Web Content Manager, Health Plan Institute

• Increased web traffic by 10% through regular consultations with executives and key stakeholders to improve user experience, remove “stale” content, and provide “just in time” information.
• Supervised online content developers including hiring, coaching and all performance management functions.
• Researched, implemented and documented web standards for inserting interactive multimedia into web content.
• Tracked website performance through analytics and provided monthly reports to executive-level management.
• Directed branding efforts to provide consistent standards, authoring a new web style guide with usage guidelines, templates, tools, and suggestions for consistency.
• Provided technical and content customer support by phone and email.

  UC Office of the President  (2006 - 2009)  

Web & Multimedia Coordinator/Webmaster

• Websites include: At Your Service, UC Living Well, Diversity, Human Resources reorganization site, Business Officer's Institute, Sexual Harassment and more
• Provide process, design, policy and content direction to creative staff and resolve creative issues
• Manage and coordinate multiple projects from inception to completion including webpage and website design, video production and on-line products
• Develop and establish project and production timelines, schedules and resources
• Developed best practices, processes and innovations to speed development timeline and ensure messaging consistency

  UC Berkeley Extension  (1999 - 2006)  

Senior Academic Director/Acting Chair (2004 - 2006)

All duties as Director, Instructional Development & Technology (below), plus:

• Responsible for providing over $3.7M in revenue to Extension via student enrollments. Managed annual unit budget, including staff payroll, instructor payroll and support, and delivered over 50% in instructional net to institution's bottom line
• Provided streamlined solutions to problematic student services issues including final examination process, call handling and reporting, and policy coordination

Director, Instructional Development & Technology (1999 - 2004)

• Recruited to design and lead course development from grant-financed to completely self-financed, focusing on operations and change management, process improvement, performance management, team solutions and academic quality
• Analyzed existing technology and recommended crucial solutions to stabilize aging infrastructure
• Provided leadership, strategic planning, coordination and management for all academic activities within the Online department, including curriculum development, instructor hiring and pay, course production and support, student satisfaction, and academic integrity
• Managed the design, production, and implementation of 150+ undergraduate and professional-level courses
• Oversaw a permanent staff of twelve, (including directors, supervisors, academics, and administrative staff) and 100 part-time instructors
• Developed strategic external alliances and collaborative relationships both within and outside UC
• Attained fast-track promotion through series of increasingly responsible position

  Tandem Computers  (1985 - 1998)  

North American Sales Force Operation Project Manager (1995- 1999)

• Successfully coordinated the transformation of an 800+ sales operation into a mobile sales force, via use of laptops, intranets, 24/7 support and ongoing training
• Managed an annual budget of $1.1M

Lead Advisory Support Engineer (1985 – 1995)

• Provided pre- and post-sales hardware and software support for large-scale customers including Pacific Bell, Wells Fargo, Bank of America, and Kaiser Health Plan
• Supervised six customer engineers and directed their work

  Claudia Morgan, Technology Tamer  (1998 - present)   

• Design, host and administer web sites for numerous small businesses and non-profits, empha-sizing simple layouts and effective links for faster customer access.
• Work one-to-one with clients to demystify technology and allow them to use their computers in a more useful and stress-free environment.
• Provided design help and Dreamweaver training to local construction company in the process of redes-igning their web site.
• Created in-depth technology review for large East Bay non-profit. Project included creating a needs analysis through equipment inspection; interviewing staff; assessing current staff training; evaluating organization’s applications (donor database; newsletter publications, etc). Authored report detailing training plan, equipment replacement, and application upgrade strategy.