Knowledge to Enable Transformation

Ken Cundari - the President of KNOWtoABLE - is a Senior Operations, Knowledge Management, and Workforce Architect
 
Ken Cundari has over 20 years of consulting and project management experience in information, knowledge and content management. Prior to establishing Knowtoable, Mr. Cundari was Vice President in charge of transforming contact center operations for both Fidelity Investments and Pitney Bowes. In both of these roles, Mr. Cundari was in charge of multiple programs to improve first contact resolution, decrease cost to serve, and improve the performance of agents through transforming the tools, capabilities, and governance of operations. In the Fidelity role, Mr. Cundari was also part of the customer experience strategy team, a select team that redefined the multi-channel customer experience. He also led programs to restructure the contact center workforce, and create a new training environment for contact center agents. 

Prior to these roles, Mr. Cundari was a Partner in Accenture’s Human Performance (HP) management consulting practice. At Accenture, Ken was a leader in the workforce transformation, knowledge and content management areas, and sold and directed client assignments across multiple industries, including telecommunications, high-tech, financial services, natural resources and government verticals. Ken specialized in process, operations, and workforce design necessary to transform the performance of mission-critical workforces. Major programs at Accenture included program lead for agent desktop transformation for Verizon’s customer service agents, knowledge management strategy lead for SBC’s customer service transformation program, knowledge management architect for Cisco’s professional services transformation, and transformation architect for Accenture's IT Infrastructure Outsourcing business unit.

For the 15 years prior to his Accenture roles, Ken held multiple positions of increasing responsibility in the environmental engineering field, in all areas of wastewater, industrial and hazardous waste, quality assurance, and regional operations management.  Ken won numerous awards for innovation in environmental engineering solution design, and is a professional engineer in multiple states.

Mr. Cundari received his MBA degree in Finance from New York University, a Master of Science degree in Environmental Engineering from the University of North Carolina at Chapel Hill, and a Bachelor of Science in Civil Engineering from Lafayette College.

 

Previous and Current Clients:

Verizon, SBC, Sprint PCS, Cingular, Cisco Systems, Applied Materials, Hewlett Packard, Raytheon, Axa Insurance, Barclays Bank, NASDAQ, State Farm Insurance, American Cyanamid, Dow Chemical, Dupont, CEMEX, Haliburton, Progress Energy, Biogen, GlaxoSmithKline, Takeda Pharmeceuticals, Bright House Networks, General Foods, Intuit, the Hanson Institute for Language & Literacy (HILL), and Accenture.
 
 

Diana McGarry is a Senior Knowledge Management, Information and Content Architect
 
Diana McGarry has over ten years of experience in content architecture, content management, knowledge management, metadata standards and taxonomies. Her career includes designing, managing and implementing systems to deliver content for companies in telecommunications, high tech, retail, multi-media, and the public sector.  Ms. McGarry’s expertise in information architecture solutions includes complex content architecture design and development with integrated metadata, taxonomy designs and role-based security for high precision search and retrieval.

Ms. McGarry has worked as a manager on knowledge management projects for Campbell Alliance Consulting, Fidelity Investments, and as a consultant for Accenture’s Human Performance workgroup. She also worked as a consultant for a Fortune 100 high tech company building a knowledge portal for their technical sales force.   Prior to that, she was the Project Manager at a Fortune 500 company responsible for managing the development of an enterprise wide knowledge portal.
 

Ms. McGarry collaborated with the sales operations support group of a Fortune 100 Telecommunications Company to establish new content architecture model designed to standardize, store, tag, manage, and deliver reference & learning content. Validated content architecture elements in the user interface design. Ms. McGarry managed an 80 field, three-tiered metadata model and a 200K word taxonomy for cataloging digital news, stock photography, and historical photos. 

 
Ms. McGarry received her Bachelor of Arts in Information Management from St. Catherine’s University and an M.L.S. in Library Science from Syracuse University.

Some of her historical and current clients:
 
AOL, AT&T Wireless, Best Buy, Brighthouse, Corbis, Hershey, Hewlett Packard, Verizon, the Hanson Institiute for Language and Literacy (HILL), and Biogen.
 
 

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