THE CITI & GATEWAY PARTNERSHIP Education is a Business Strategy! EDUCATION IS A BUSINESS STRATEGY

Strategic Plan for the partnership The importance of education as a business strategy The need for a sustainable training program CITI & GATEWAY PARTNERSHIP ORIGIN OF PARTNERSHIP

Sustainability of our 10 year plan Economic Challenges Financial Scrutiny CITI & GATEWAY PARTNERSHIP SUSTAINABILITY

The cornerstone of Citi talent development The partnership will sustain! CITI & GATEWAY PARTNERSHIP SUSTAINABILITY

Your Bottom Line is Our Bottom Line CITI & GATEWAY PARTNERSHIP SUSTAINABILITY

Skill Enhancement Improve Retention Encourage College Credential Completion Prepare employees for professional advancement CITI & GATEWAY PARTNERSHIP ESTABLISHING THE NEED

Could we use community college workforce development strategies to impact community and economic development? Could we have a positive impact on a call center culture? Could education really become a business strategy? CITI & GATEWAY PARTNERSHIP ESTABLISHING THE NEED

CITI & GATEWAY PARTNERSHIP THE HISTORY Fall 2002 Summer 2003 Study Team of 24 Launch Programs Citi GCTC Chamber of Commerce NKY Economic Partners Pre-Hire Advisor Career Discovery College Courses One Stop 5 month planning phase

Pre-hire training through 2006 Conducted three ACT Job Profiles Kentucky Employability Certificate CITI & GATEWAY PARTNERSHIP THE HISTORY

Career Discovery: One hour of college credit Career mapping, shadowing Citi leaders, and creating elevator speeches CITI & GATEWAY PARTNERSHIP THE HISTORY

Career Discovery: 946 successful graduates 331 promotions Course is often pre-cursor to taking first college course CITI & GATEWAY PARTNERSHIP THE HISTORY

Academic Advisor On-Site: 1,000 employees have received career planning and academic support each year Assistance with Gateway application, enrollment, registration, and financial aid Full career planning services available Will also assist with enrollment in other local colleges and universities CITI & GATEWAY PARTNERSHIP THE HISTORY

College Course Enrollment: 1834 Online courses: 764 Campus classes: 615 Onsite classes: 437 Modular online courses (VLI): 22 Certificates Earned: 76 Associates Degrees Earned: 23 CITI & GATEWAY PARTNERSHIP THE HISTORY

Operations Management Certificate: Courses Emphasize: ⁻Communication Skills ⁻Foundational Business Knowledge ⁻Leadership ⁻Operations Management 43 Graduates CITI & GATEWAY PARTNERSHIP THE HISTORY

Client Excellence Certificate (Sales Certificate) Based on the Citi Client Excellence Values, the certificate emphasizes: Personal Selling Managing Client Interests Cornerstones of Client Excellence 18 graduates CITI & GATEWAY PARTNERSHIP THE HISTORY

Customized Training Trained 800 employees Establishing Rapport with Call Center Customers Enhancing Negotiation Skills with Call Center Customers CITI & GATEWAY PARTNERSHIP THE HISTORY

Coaching Series Achieve Global Needs Based Coaching ™ Shaping a Motivational Workplace™ Giving Needs-Based Feedback™ Realizing Talent in Others™ Offering Rewards and Recognition™ Strengths Finder 2.0 Analysis CITI & GATEWAY PARTNERSHIP THE HISTORY

946 Successful graduates 331 Promotions 1000 Employees served per year 18 Graduates 800 Employees trained 76 Certificates earned 1834 College course enrollment 764 Online courses 615 Campus classes 437 Onsite classes 22 Modular online courses (VLI) 23 Associate degrees earned CITI & GATEWAY PARTNERSHIP MEASURES OF EFFECTIVENESS

CITI & GATEWAY PARTNERSHIP MEASURES OF EFFECTIVENESS 10 years = SUCCESS

Citi pioneered college certificate programs in the workplace. These companies followed… Cengage Learning (previously Thomson) Cincinnati/Northern Kentucky International Airport Mazak Corporation Sanitation District No. 1 Staples NAD Customer Service Valassis Direct Mail Wagstaff, Inc. CITI & GATEWAY PARTNERSHIP REPLICATION

Citi Call Centers nationwide also followed… Kansas City, Missouri Tampa, Florida Tucson, Arizona Albuquerque, New Mexico CITI & GATEWAY PARTNERSHIP REPLICATION

Offshoots of the partnership within Citi: TAP – Talent Acceleration Program U2O Program – Unit Manager to Operations Manager Future Focus Recruitment of high school students through training in financial literacy, leadership and workplace readiness Also provide tuition reimbursement for all employees CITI & GATEWAY PARTNERSHIP REPLICATION

Have we been successful? CITI & GATEWAY PARTNERSHIP REFLECTION

Skill Enhancement Improve Retention Encourage College Credential Completion Prepare Employees for Professional Advancement CITI & GATEWAY PARTNERSHIP REFLECTION Have we been successful? 1834 enrolled Achieved! 76 certificates, 23 associate degrees 330 promotions

TESTIMONIAL VIDEO CITI & GATEWAY PARTNERSHIP REFLECTION

Thank you to the Bellwether preparation team! Citi Gregg Morton, Site President Theresa Wauligman, Senior Analyst (Citi) Julanne Yauch, Project Analyst (Citi) Gateway CTC Christi Dover, Workforce Development Liaison/Project Manager Dr. G. Edward Hughes, President & CEO Heather Morgan, Academic Advisor (Citi & Gateway) Dr. Angie Taylor, Vice President CITI & GATEWAY PARTNERSHIP