Pleasanton, California, United States
Knowledge Architect with over 20 yrs experience developing cross-functional teams to align content strategies and drive operational excellence. I thrive as a leader and multiplier creating synergies across teams fostering a diverse, collaborative KCS culture to propel innovation at scale. I am passionate about bringing technology, knowledge, and people together to elevate the customer experience and empower employees. I specialize in building enterprise-wide, customer-centric knowledge platforms in pursuit of operational excellence, self-service capabilities, workflow optimization, and global workforce enablement. Whether your office is in London, Frankfurt, Mumbai, or Tokyo, I feel a company should strive to foster a culture based on people's values which is why I place a high, personal value on each experience and relationship I have had throughout my career. [email protected] Customer Success | Knowledge-Centered Service Certified | Strategic Decision Maker | Global Workforce Enablement | Cross-functional Collaborator | Thought Leader | CRM | Salesforce | ServiceNow | Tableau | Career Coach | Organizational Development | Training Program Design | Taxonomist | Mentor | Entrepreneurial Drive | Endlessly Curious.
• Architect a comprehensive knowledge management platform to enhance information accessibility for customers and employees. • Developed an engaging onboarding experience, promoting a culture of continuous learning and improving employee retention. • Collaborated with cross-functional teams, including HR, Legal, Operations, and InfoSec, to align training materials, boosting customer satisfaction and customer self-service • Develop AI SOP for Support and Service to transcribe cloud-based video communications, leverage internal knowledge base chatbots for increased TTR, self-service, and customer satisfaction.
Architect a Knowledge Management (KM) solution and strategic framework enabling customer facing teams to gain efficiencies in workflows, automate creation, governance, and quality control of content. Knowledge Management • Increase KCS adoption 110% YOY, knowledge base growth 60% YOY, and improve average Article Quality Index (AQI) from 65% to 88% first year • Own KCS Council to foster executive accountability and knowledge sharing culture • Led and delivered a KCS Coaching program • Established a KDE program ensuring content health Content Strategy and Training • Build and execute a KCS proficiency training model incorporating annual recertification • Own an enterprise-wide content standard elevating self-service knowledge experience, TTR, CSAT, and reduce case volume by 22% • Create and deliver corporate Compliance standard for customer and employee PII training for InfoSec • Integrate KCS proficiency and Career rotation program for employee retention and development • Technical Editor/Publisher for Partner, Support, Service and Customer Success documentation Data Analysis • Built multi-dimensional leadership dashboards to drive business initiatives, track KPI’s, and key metrics using Coveo Analytics, Salesforce, and Google Analytics(G4) • Successfully Led GA to G4 data migration • Communicate analytics for content utilization Customer and Partner Community • Manage Customer and Partner Communities to improve customer content experience for Case Deflection, Customer feedback, and behavioral insights
Architect a scalable, customer-centric knowledge management (KM) platform enabling Global Support, Services, Customer Success, and Training teams to surpass strategic goals. • Own a strategic KM framework aligning dynamic global support, services, and customer success business initiatives • Build and launch an integrated KM solution under budget and 3 months ahead of schedule • Led a global team of 17 knowledge specialists and 12 senior trainers to deliver a scalable knowledge platform that increased customer satisfaction, self-service, and employee productivity • Deliver KCS proficiency training program • Managed multiple projects involving executive stakeholders with competing priorities across the global organization • Redesign new hire on-boarding experience for Global Customer Success team utilizing a blended learning experience reducing training time by 50%
Collaborate with Global Customer Success and Support leadership to develop operational efficiencies, optimize workflows, and develop people to achieve high customer satisfaction. Global Customer Success and Support • Develop a tool that consolidates real-time customer behavior equipping support engineers with relevant insights to reduce issue resolution times (TTR). • Build a scalable Salesforce Service Cloud console (SFDC) that optimizes case workflows increasing efficiencies. • Integrate JIRA and SFDC providing bidirectional synchronization eliminating 4 hrs. of manual data entry a week for 153 support engineers. • Collaborate with engineering to develop support readiness training. Knowledge Management • Design a scalable global knowledge base using Salesforce Knowledge (SFKM) that aligns strategic goals and incorporates Knowledge-Centered Service (KCS) best practices. • Reduce, concatenate, and map SFDC and SFKM fields which decreased data loads times for reporting analysis by 2 hrs. and automated knowledge article creation. • Partner with Support leadership to build dashboards to track KCS KPI’s and report key metrics. Content Strategy/Training • Developed and articulated a vision to personalize the content experience that increased customer retention and satisfaction. • Redesign a self-service customer portal integrating Taxonomy, CMS, LMS, SFDC, and SFKM. • Craft training and new hire orientation programs for Support and Services teams; coach, mentor, TSE’s, SME’s, CSM’s, and engineers as knowledge authors, editors, and champions.