I have a strong commitment and understanding of knowledge management. Using the knowledge base (KB) technology and integrating with CRM systems. I manage operational transition of KB's and high level CRM migrations. I have experience implementing and improving Knowledge programs. I train KCS adoption and the knowledge sharing vision in call centers and other areas of the organizations. I encourage a team and training environment, KB vendor assistance in improving usability, search-ability, find-ability, Knowledge-Centered Support (KCS) Practitioner and Innovator.I have 25+ years of call center experience, with 20+ years of experience specializing in managing knowledge programs and implementing knowledge base software. Which includes; CRM integrations, creating processes, developing cross-functional KM teams, increasing communication across teams and customer facing using social media and external communities by structuring and teaching individuals to share, update, and own the information in their company knowledge base. As a standing member of the Consortium for Service Innovation (CSI) for 20+ years, I have helped develop and implement the latest practices in KCS in many organizations. I have a strong commitment to the next generation of support practices currently in development . I enjoy collaborating with CSI members and other companies to develop standards for support excellence.I was presented with the Consortium for Service Innovation - Innovator award. The Innovators are select group of members who are visionaries that have provided guidance and insight to the Consortium. Their work with the program teams provides an important element of continuity. I continue to work with this organization and bring new ideas to keep my abilities fresh and current with the industries standards.