Experienced Knowledge Management and Training professional that provides consulting during transition of new accounts and migration of existing accounts. Gap analysis to identify Service Improvement opportunities for accounts that are in remediation or under significant escalations. Perform knowledge audits and conduct steady state knowledge checks for accounts that are already live. Experience with managing tools that host knowledge articles.
Primary Responsibilities:
• Standardize the support and responsibilities of the KM team to align to ITIL and allow for best practice sharing across customers.
• Drive Knowledge Base utilization and closing identified knowledge gaps.
• Collaboration with Service KM on projects and best practices with accounts & tools.
• ServiceNow KM Implementation: Account transitions; Training; Design, testing, and redesign of training material.
• Work with corporate KB team to create/establish dedicated client site and ensure agent access is established/granted.
• Work with the client and/or steady state project team to identify Knowledge Content needs.
• Support transition, steady state, and change needs for new/existing businesses.
• Deliver KM measurements by account for KB Reuse, New Content, KB Updates, etc.
• Provide support on SD priorities related to Customer experience and internal KM processes.
• Provide initiative-taking and responsive health check/quality check process and knowledge management support.
• Implement timed KM health check process – respond to opportunities.
• Evaluate and act on effectiveness of current KM processes and articles.
• Provide KM support for the expansion of offers and tools as they are implemented.
• Deliver KM measurements by account for KB Reuse, New Content, KB Updates, etc.
• New Hire Training: Account Specific, Soft Skills and Healthcare Training.
• Deliver training: Blended technique of Computer based and classroom training.
• Evaluate, redesign, and maintain existing Course Materials.
• Coaching: Collaborating with Team Lead to identify development needs & provide training.
• Quality Assurance: Weekly evaluation and grading of agents’ calls.
• Due Diligence and Knowledge Transfer for Transition new accounts for service desk – work as a point of contact between the customer and service desk to Steady State Phase.
• Review customers account specific updates, Manuals and SOPs for record keeping and design training manuals.
• Evaluate, redesign, and maintain existing Course Materials.
• Determine future iterations of existing courses and need analysis of potential new courses.
• Incorporate ISD concepts into the course development process and incorporate adult learning techniques, including appropriate multi-media applications.
• Design and develop interactive CBT and course materials for future courses by involving Business SMEs to identify critical subject matter.
• Designed & assisted instruction on Contractor Safety for all Weyerhaeuser Contractor and Electrical Safety NFPA 70E training for all maintenance personnel.
• Direct supervision of Logistics Administrator.
• Create, Analyze & Maintain departmental budget.
• Budget: Processing of invoices, reconciliation of Purchase Orders and Budget.
• Creation & Maintenance of WTEC Internal Website & Portal.
• Issuing and tracking of CEU’s for students through Western Kentucky University.
• Issuing and tracking of class schedule and student database.
• Training logistics: Communicate & coordinate logistics/lodging and classroom preparation.
• Negotiation of pricing with hotels, caterers, and printing companies
As a multifaceted analyst and engineer with 7 years of experience in the intel and tech industries, I possess a diverse skill set that allows me to contribute to a wide range of technical projects.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
I am a dynamic and results-oriented professional with a strong background in project management, client success, and technical analysis. Holding a Bachelor of Arts and Science from the University of Ottawa.
With over 11 years of experience in the financial services industry, I am a driven and motivated branch manager who leads by example and inspires others to achieve their goals. I have a proven track record of delivering exceptional customer service, increasing branch profitability, and managing compliance and operations functions.
