Operational Resource Developer
CurrentAs the Operational Resource Developer, I am in charge of the Knowledge Management System (KM-Pro, Verint) that houses the content for the five teams within our Client Services department. The organization introduced the KMS in 2022 and I was involved in the project from the start as the Lead Content Writer, a role that involved decomposing content from five large How-To Guides into nearly 600 pieces of smaller, bite-sized FAQs, knowledge articles and decision trees. I also worked with the consultant to determine what Tags to use, tested the environment and was a key player in the project from the planning stages to going live. Since going live, I have trained other writers in different departments on how to use the system, tracked and tested bugs, responded to ongoing feedback from the agents using the system and continuously updated the content. I am also facilitating a monthly feedback group for the system and will be developing a newsletter with the participants.Other major tasks in my role include, writing internal communications to our staff to inform them of changes or reminders involving processes and the monthly development of PowerPoint presentations for our team meetings that are facilitated by the managers. In the past I have been involved in other projects when the organization has introduced a new system. A major one to note was a CRM system and lawyer portal system implementation in 2016, where I wrote quick references, facilitated training workshops and created training videos using Camtasia. My role has also been involved in ongoing tracking and reporting efforts for the Contact Centre of Legal Aid.Outside my formal role, I have also been involved in many organization committees, event planning, participating in recognition programs and being a team captain for our involvement in the Edmonton Corporate Challenge.
