You are here: Home / About Us

About Us


The KCS Academy is the source for KCS® resources and the only authorized certifying body for KCS.

The KCS Academy is a network of KCS practitioners and vendors who support the successful adoption of KCS and contribute to the continuous improvement of the KCS methodology across all knowledge-intensive industries.

The Academy offers KCS certification for people and KCS Verified and Aligned designations for tools and services, and is a wholly-owned subsidiary of the Consortium for Service Innovation, the non-profit association that developed and continues to maintain the KCS methodology.

The KCS® methodology is a registered service mark of the Consortium for Service Innovation.



Melissa George.jpg

Melissa George – President & CEO

Melissa oversees the KCS Academy’s strategic direction and its relationship with the Consortium. Under her leadership, the organization has become an adaptive network of KCS practitioners and vendors. Melissa is responsible for managing partnerships, overseeing finances, marketing, program management, and operations. She has been a professional in the high tech industry for more than 20 years – as a software engineer, customer service manager, trainer, and consultant assisting service organizations adopt knowledge-based business strategies to enable customer success.

Jill DeGraff

Jill DeGraff – CFO

Jill manages both the financials and the certification processes at the KCS Academy. She oversees certification delivery and tracking.  Her background includes general accounting and payroll administration in both the for-profit and nonprofit sectors, and she is KCS v6 Practices certified.

Jennifer Moortgat

Jennifer Moortgat – Customer Success Manager

Jennifer is available to assist with all aspects of KCS certification, and is a certified KCS v6 practitioner. Before joining the Academy, Jennifer worked with customers and clients in real estate sales and investing for 15 years. Prior to that, she successfully managed a Division 1 collegiate tennis team for 11 years.

Kelly Murray

Kelly Murray – Communications

Kelly focuses on web content and communications. She is a KCS Certified Trainer, and has served as chief editor for much of the KCS content in the Consortium Library.  She comes to the Academy with 12 years of experience in hospitality sales, service, and technology.


Board of Directors

John Fronius John Fronius
SVP, Client Services
Melissa George Melissa George
President & CEO
The KCS Academy
Keith Gibson Keith Gibson
Knowledge Accelerators
Stephenie Gloden Stephenie Gloden
VP, Fidelity Consulting Agile Practice
Fidelity Investments
Greg Oxton Greg Oxton
Strategic Advisor
Consortium for Service Innovation
Michael Runda Michael Runda
Senior Vice President, Remote Customer Services




The KCS Academy

751 Laurel Street, Suite 706
San Carlos, CA 94070-3113

tel +1 (208) 724-5071