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I build incredible teams who align technology and process to create customer digital experiences that deliver value and business efficiency. My speciality is leading large cross-organizational initiatives. My favorites so far include: building an automated knowledge management maintenance system deployed to 5K internal users, rebranding a very large help center, building and deploying a state of the art AI chatbot experience, and a very large internal knowledge management transformation.
Twisted Mulberry
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Twisted MulberryWisconsin, United States
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Co-Founder And Executive DirectorBountiful Hope, Inc. 2009 - PresentIn 2009, Bountiful Hope, Inc. emerged as a fledgling non-profit with a mission to stock the shelves of local food pantries with chemical-free produce. Each summer, volunteers and a small staff grow 8-10K pounds of veggies and eggs on the farm outside of Monroe and deliver it to those in need via the Second Harvest Food Bank in Madison WI.
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Director, Knowledge ManagementVelocity Global Oct 2022 - Apr 2024Denver, Co, UsI led Velocity Global's self-service and knowledge management initiatives within the Operations organization. My areas of focus included transforming the knowledge management program to support the vision of delivering mission critical knowledge resources throughout the Velocity Global self service experience. -
Director, Self-Service And Proactive SupportZendesk Jan 2017 - Oct 2022San Francisco, California, UsI'm delighted to lead efforts that deliver increasing value in our self-service offerings for customers and prospects. Accomplishments include; KCS implementation in our Advocacy organization, established a new proactive and automated support function that gets information to customers while in product, innovative automated article localization solution, ticket analysis process that closes the loop back to Development and a repeatable self-service work process based on Kanban guiding principles. -
Knowledge StrategistIrrevo Feb 2015 - Jul 2016Plano, Tx, UsKnowledge is a powerful tool. Organizations use this power to transform the way they interact with customers and each other. Knowledge presents itself in many forms within organizations and the challenge is to take full advantage of the opportunities it offers. My passion is the art of using knowledge to maximum benefit for customers.My role as Knowledge Strategist with Irrevo, allows me to collaborate with our clients to unlock greater value of knowledge with the following offerings: -Opportunity identification -Assessments and content audits -Knowledge Governance -Technology and program transitions -Content migration services -Analytics and KPIs -Program adoption -
Knowledge Management SpecialistIrrevo Mar 2014 - Jan 2015Plano, Tx, UsCollaborate with Irrevo clients as they transform the way they leverage their knowledge, making it available to the right people at the right time, authored for maximum consumability.
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Community And Program ManagerConsortium For Service Innovation Sep 2011 - Apr 2013Boston, Seattle, Dallas, Las Vegas, UsOrganized and facilitated value-added member activities such as in person and online member knowledge sharing sessions. Contributed to the creation of Consortium deliverables such as briefs, white papers, and case studies. Participated in the development and delivery of member services including assessments and workshops. -
Senior Knowledge ManagerOracle Nov 1998 - Sep 2011Austin, Texas, UsEstablished and led various programs within the Knowledge Management function. Established and led the Voice of the Customer (VoC) program Led a team responsible content management and community management. Enabled customer-to-customer collaboration within the My Oracle Support CommunityLed a team of knowledge advocates who provided support, training, process documentation and tool enhancements to enable knowledge sharing activities of the Oracle support engineers.
Melissa Burch Skills
Melissa Burch Education Details
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University Of California, Berkeley, Haas School Of BusinessExecutive Education: Accelerate Leadership Program -
University Of Colorado Colorado SpringsSociology And Public Administration
Frequently Asked Questions about Melissa Burch
What company does Melissa Burch work for?
Melissa Burch works for Twisted Mulberry
What is Melissa Burch's role at the current company?
Melissa Burch's current role is Senior Director, Self Service and Digital Success.
What is Melissa Burch's email address?
Melissa Burch's email address is me****@****cle.com
What is Melissa Burch's direct phone number?
Melissa Burch's direct phone number is +141541*****
What schools did Melissa Burch attend?
Melissa Burch attended University Of California, Berkeley, Haas School Of Business, University Of Colorado Colorado Springs.
What are some of Melissa Burch's interests?
Melissa Burch has interest in Arts And Culture.
What skills is Melissa Burch known for?
Melissa Burch has skills like Knowledge Management, Program Management, Content Management, Management, Knowledge Sharing, Change Management, Enterprise Software, Training, Project Planning, Enterprise Content Management, Business Analysis, Analysis.
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