Amber Abercrombie Email & Phone Number

Philadelphia, Pa, Us

As a Senior Knowledge Management Specialist at Checkr, I've not only built upon my work as a Knowledge Management Specialist, but have had the privilege of contributing to key initiatives that drive our business forward.One of my notable achievements was contributing to the successful launch of an intelligent IVR to reduce candidate contacts and provide self-service information resulting in over $800,000 worth of annual savings. This success led to the development of an IVR for customer contacts, resulting in a massive reduction in customer contacts and additional annual savings.As a Senior Knowledge Management Specialist, I have also contributed to efforts to integrate generative AI to aid reduction in support contacts and streamline processes. As part of this role, I have also aided in the migration of knowledge from Get Guru to Salesforce. I worked with stakeholders to design and create knowledge templates, audit links, images, and articles, and migrate over 400 articles. Looking ahead, I am focused on enhancing my analytical capabilities and technical expertise to drive further efficiencies and improvements. I am also committed to fostering a culture that embraces and challenges contrasting viewpoints, stimulating creativity, and refining stakeholder requests.

At Checkr, I have excelled in SOP and Zendesk macro management while overseeing the CS Knowledge Base. I have successfully migrated over 300 articles from Atlassian Confluence to Get Guru and have implemented maintenance cycles that reduced outdated content and developed auditing processes to maintain knowledge health. I have also enhanced the internal knowledge base by collaborating with cross-functional teams. I've met critical objectives, improved Knowledge Base health, and boosted CS Knowledge Base validation to 97%. I have a strong track record in orchestrating the mapping and interconnection of knowledge resources across multiple systems, which has improved information retrieval efficiency.In addition to managing the internal knowledge base, I have collaborated with teams on projects to increase organizational efficiency and aid in operational objectives such as reducing blind-channel contact and designing and implementing an IVR system.

United States

As an Assistant Manager, I have assisted in managing operations, issue escalations, as well as have created and monitored reports on ticket processes to support report-based decisions. I have managed ticketing queues of over 15 staff members in addition to creating, organizing, and maintaining articles on the Atlassian Confluence knowledge base to foster cross-training. I also have experience technical writing as I have also created instructional guides for coworkers and end-users to expedite workflows. I currently act as a liaison between customers and UPenn's Central IT and collaborate across multiple departments to on and off-board employees. My duties as an Assistant Manager also retain those previously included in my role as an IT Support Specialist.

As an IT Support Specialist, I not only maintain the responsibilities of a Help Desk Assistant, but further provide excellent support in additional ways such as launching DocuSign, a digital signing program, and improving workflows with Smartsheet. Additionally, I have delved deeper into reporting for service desk efficiency and have contributed to the creation and updating of service desk processes. I have assisted with new product testing, user experience evaluation, as well as service deployment. I have also developed technical writing skills to create documentation for ease of use. I enjoy learning new technology and working to better further the community oriented mission of Penn Dental Medicine by utilizing my skills and providing top-notch customer service. In addition, I am well-versed in working with student workers as I have interviewed, on boarded, and managed student co-ops.Over the course of my PDM IT career, I have gained over 3600 positive responses and have maintained a 99% satisfaction rating on over 13,000 tickets. I take pride in my excellent customer service and strive to meet and exceed the expectations of our customers.

As a Triage Specialist, I acted as the first contact between customer and IT department as well as a liaison between students, staff, and faculty and technicians. I referred customers to that appropriate IT resources as well as answered calls and corresponded through email, driving first response time down from 59 minutes to 7 and ensuring customer satisfaction. I also acted as a liaison between customers and UPenn’s Central IT and managed communications to students, faculty and staff during system outages and departmental updates. Through my daily work, I monitored ticket processes, handled IT issues, and on and off-boarded new employees. I also purchased for PDM departments and performed administrative duties of office including mailings, ordering office supplies, preparing purchase requisitions and taking meeting notes. I co-wrote a Service Catalog of all provided services for the IT departmental page as well as contributed to articles to the department knowledge base. During system outages, I communicated to students, faculty and staff through email and CallFire.I was also given the chance to interview and trained Drexel Co-ops. I have utilized systems such as Active Directory, Ceryx, Penn Community, Listserv 16.0, Zendesk and Zendesk Insights, AxiUm, Dentrix, VMware Horizon Client, Mediasite, Pharos, Mipacs, Mipacs Toolkit, Outlook, Word, Excel, Office 365 Admin Center, MyPrintManager.com, Ben Buys, Adobe Enterprise Dashboard, Smartsheet, LastPass, Slack, and Confluence.

Greater Philadelphia Area

As an administrative assistant, I ran errands, assisted partner programs, created advertisements and advertised organization services, created spreadsheets, recorded attendance, billing, and sales, performed basic office duties, as well as organized the organization’s inventory. As a Market Manager, I have managed multiple Farmer’s markets and have gained skills in working with a diverse population of all ages as well as managing and supervising a diverse group volunteers, farmers, and staff.

Temple University, Philadelphia Pennsylvania

Coached college students on effect study habits, life skills, and campus resources, conduct meetings, created, organized, and conducted workshops: online and in person. Gave presentations, hosted events in which students were introduced into the Temple Community and created videos to aid students on various topics. Co-authored The Academic Coach Handbook.

Temple University, Philadelphia, Pa

Managed Blackboard site involving blogs and assignments, created lesson plans and course activities, obtained knowledge in the processes of grading, conducted lessons, supervised activities, and organize student events.

Input data into computer, assisted in patrol operations, analyzed and compiled data, and facilitated positive interactions with the community.

I have worked on numerous Temple University Theater productions as well as student-run productions. I enjoy working backstage as part of a crew working to create the world of the play and ensure the run is smooth.

Greater Philadelphia Area

Tutored middle school student in the basic concepts of Math and taught effective study habits.

Master Of Science - Ms, Organizational Dynamics - Leading And Managing Through Change, 4.0

Bachelor'S Degree, Theater And Criminal Justice