Heather Brix Email & Phone Number

Washington, United States

Streamline customer support and web self-service with an intuitive knowledge base software platform. Powerful knowledge base management tools give you full control over your support content, increase productivity, improve customer satisfaction scores and reduce operational costs. Provide your customers and agents with the best answers while lowering the workload and support costs. helping businesses organize and manage their knowledge bases and support content. Our knowledge management solutions help companies evolve the way they capture, use, and improve their support to engage with and retain customers. Helping customers increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.

• Writing online instructional articles that help customers learn to use, and resolve technical issues with, various computer applications and Web sites. Many of these articles contain graphics that make the instructions easier to follow, which the knowledge engineer must capture, edit, and manipulate. • Analyzing existing article repositories, via reports and usability information, in order to make and implement optimization suggestions. This includes researching clients’ products and services as well as current industry trends in instructional literature.

Responsible for all aspects of optimizing and enhancing our Knowledge Management deployments using strategic business and best practice insight. This is accomplished through day-to-day management of data, documents, and resources to systematically improve ROI and optimize an end user or internal customer support experience on a Web-based support site.

• Supervising 15-20 call-center agents, including training, scheduling, coaching, and conflict resolution. • Creating and documenting policies and procedures in collaboration with my peers, to keep the business on course with its objectives.• Monitoring and analyzing the quality control process with the objective of creating and maintaining world-class customer service and technical support. • Facilitating and supervising new client implementations. • Creating monthly billing reports and projections, as well as daily, weekly, and monthly personnel reports for internal and external review. • Analyzing various data related to personnel, client, and business needs, making suggestions for improvements for individual growth as well as process improvements for the company and its clients.