I've been working in or directly supporting contact centers since 1994, starting in the front lines as a Customer Service Representative and a Technical Support Engineer. In 2001 I pivoted to an operations role, where I have since amassed significant experience in program, project, and change management, with a particular focus on knowledge base systems. I have successfully implemented, managed, or revitalized five knowledge base programs across four companies, with programs directly impacting from 100 to 1,200 employees globally. Additionally, I've held two different positions in IT, which has given me a well-rounded perspective and the ability to communicate and collaborate effectively across functions.My passion lies in addressing business challenges while enhancing customer and employee experiences along with operational efficiencies through adept program and knowledge management strategies. In recent years, I have concentrated on advancing my career with a focus on Knowledge-Centered Service (KCS) methodology, becoming an active participant with the Consortium for Service Innovation in 2010. I am distinguished as a Consortium Innovator [0], the inaugural KCS Certified Publisher, and hold certifications from the Consortium for Service Innovation in KCS v6 Fundamentals and Practices.I am interested in continuing my work innovating with the Consortium and its members on KCS and its other methodologies, with a keen interest on adapting the work of the Consortium in this new and exciting era of generative AI.[0] https://www.serviceinnovation.org/consortium-innovators/