• Managed knowledge and training budget of 1+ million dollars annually, producing traditional knowledge, training, videos, simulators, and user manuals for end-user, B2B, contact center, and corporate audiences.• Created and managed a team of outsourced vendors and in-house technical writers producing knowledge and training for retail, contact center, B2B, and developer audiences.• Using knowledge best practices and strategy, optimized all Samsung application support content, reducing creation and maintenance costs by 50%.• Assumed responsibility of underperforming Mobile Device content team and adjusted strategy to improve average customer satisfaction scores by 5% in three months, successfully meeting year-end KPIs.• Partnered with teams in Korea, India, and the Philippines to revamp sub-par SDK and API support content, optimizing it for web distribution, improving localization, and increasing code samples by 25%.• Worked with corporate stakeholders to implement MindTouch CMS to provide end-user, developer, and contact center online support, improving development efficiency by 20%.• Reviewed web analytics data to identify opportunities for content and process improvements, increasing customer satisfaction scores month-over-month since site launch and driving increase in self-service.

• Managed both on and off-site teams creating training and knowledge for retail, call center, client, and corporate audiences.• Won the “Ten Best Web Support Sites” Award from the Association of Support Professions in 2011 and 2012.• Successfully leveraged processes built for retail to launch new team in charge of client-facing Operations documentation.• Supervised creation of all Cable Operator onboarding materials to ensure successful support of hardware and software products, resulting in 90% cost savings over previous onboarding campaigns of equivalent scope.• Created Learning & Development task management and content management system using Salesforce.com.

• Managed training development/delivery budget, projects, and Learning Management System (Moodle).• Managed curriculum development, knowledge base writers, and training teams located at outsourced contact centers.• Supervised rewrite of all New Hire curriculum, resulting in 25% improvement in agent speed to competency.

• Authored and edited thousands of Knowledge Base articles in collaboration with engineers, product managers and other subject matter experts.• Participated in the planning and implementation of a restructured online Knowledge Base, including revised content and improved search and navigation.• Designed and delivered corporate training presentations via eLearning and in-person to call center and employee audiences.• Supported marketing group promotions with online documentation and training.• Maintained all Knowledge Team policy and procedure documentation.

• Managed the writing team, comprised of both on and off-site employees.• Acted as project manager on several complex software and program development projects, while completing tasks under budget and ahead of schedule.• Collaborated with Chief Technology Officer in the design and deployment of LMS platform upgrades and provided documentation and training of new features to partners.• Developed professional course content for colleges nationwide, which was reviewed and approved by state licensing boards, and the U.S. Department of Education.• Worked continuously with clients to ensure satisfaction with software and educational content while providing partner support and technical troubleshooting as needed.• Maintained extensive educational program records and validated data used in federal and state licensing applications.