Dawn Akeroyd Email & Phone Number

Kirkland, Wa, Us

Washington, United States

Seattle, Washington, United States

Greater Seattle Area

• Architect and implement search process improvements using key phrases, call drivers, workflow and tool functions resulting in lower call handle time.• Collaborate on key optimizations in site structure/style that increase positive customer experiences and reduce need for additional service.• Partner in proof of concept testing to enable faster and more accurate results relative to workflow and customer requests. • Create and edit lodging content to inform partners on current communication and aid in customer satisfaction, retention and conversion.• Initiate and create profile reports and templates to inform lines of business on knowledge management usage, search efforts, and readership metrics; ensuring partners are utilizing information to improve customer satisfaction. • Conduct content workshops to inform, gather feedback, and make improvements to user experience.• Develop content strategy document for business project initiatives ensuring content was delivered on time and in scope.• Partner with Knowledge Base vendor to identify software enhancement opportunities, explore alternative KB methodologies, and optimize KB performance.

• Created positive, proactive relationships with external teams to identify & correct knowledge gaps and improve work processes and procedures through focus groups. Implement on-going reviews of content.• Collaborated with content contributors and/or Subject Matter Experts to determine scope impacts to knowledge base content.• Developed KB content to support new product and tool launches.• Resolved agent feedback related to KB content. Developed use cases, work flow charts and test scripts to aid in testing of content and tool.• Mentored and coached teams on proper knowledge base usage. Conducted content workshops. • Developed messaging on how to utilize the knowledge base to improve quality of service.

 Drove client growth by 25% through the development and implementation of new client acquisition program. Managed vendors, wholesalers and others to ensure marketing objectives were met on time and within budget. Managed day-to-day office activity, calendar, travel, event planning, and marketing initiatives. Developed and authored financial reports.

Portland, Oregon Area

 Led a cross-departmental team consisting of QA, trainers, engineers, and service consultants to increase content usability and customer experience. Grew department responsibilities to include Instructional design/course development, Intranet and Internet publishing/ development, training and team facilitation in addition to creating online help systems and printed manuals. Incorporated internal and external feedback to increase effectiveness of writing team. Infused customer feedback regarding content into the product development process resulting in increased usability.