Kevin Sprague Email & Phone Number

Led a cross-functional initiative to revamp our knowledge base's FAQ section, leading to updates in 25% of the total FAQ content, enhancing user comprehension and satisfaction.Instituted a standardized process for annual knowledge base updates, systematically addressing obsolete content and ensuring a 100% accuracy rate in information dissemination.Employed Pendo to craft and implement in-app walkthroughs and messaging, resulting in heightened user engagement and streamlined onboarding processes.Collaborated regularly with Product, Customer Experience (CX), and Engineering teams to produce comprehensive training materials, including videos and written content, facilitating seamless product launches and feature introductions.Tech stack used: Zendesk, Salesforce, Jira, Microsoft Office, Pendo, Wistia, Camtasia, and Confluence.

Oversaw and managed a portfolio of up to 500+ customer accounts with a specialized focus on optimizing onboarding and implementation processes, providing ad hoc customer training, and successfully securing renewals.Executed customer support and implementation efforts: ticket management, troubleshooting and triage, SSO and user provisioning configuration, email whitelisting, and escalations. Implemented a strategy that reduced the average wait time for initial customer support ticket responses by 50%.Authored and updated more than 40 knowledge base articles and guides, directly benefiting thousands of customers and improving overall product understanding and user experience.Designed and implemented a comprehensive training schedule for the new members of Curricula's Success team, ensuring a seamless integration and rapid productivity, contributing to team cohesion and performance.Tech stack used: Google Workspace, Salesforce, Zendesk, HubSpot, Slack, Zoom, SendGrid, and Stripe.

Greater Atlanta Area

Tech stack used: Google Workspace, Salesforce, Zendesk, HubSpot, Slack, and Zoom.

Pasadena, Ca

Partnered with CEO and COO in the execution of a 501(c)(3) incorporation project, engaging internal and external stakeholders to successfully align the organization with its mission and strategic plan.Managed an office of 15 staff members and guests to ensure ease and efficiency of work.

Glendale, Ca

Chicago, Il

Bachelor’S Degree, Religion/Religious Studies

Master'S Degree, Divinity/Ministry

Associate’S Degree, Theatre/Theater