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.


Staff

Melissa George – President & CEO

Melissa George

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 – CFO

Jill DeGraff

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 – Community Success Manager

Jennifer Moortgat

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 – Communications

Kelly Murray

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, Smarsh


Melissa George

Melissa George
President & CEO,The KCS Academy


Keith Gibson

Keith Gibson
CEO, 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, Xerox