Michael Goldberg Email & Phone Number

Tel Aviv

• Working in the training and documentation team supporting development of the knowledge base.
• Wrote internal & customer facing Knowledge Base articles including how-to articles, troubleshooting and FAQ.
• Wrote release notes for monthly releases of new features and bug fixes.
• Wrote feature guides to educate customers how to enable and utilize the latest product features.

Israel

• B2B SaaS start-up. Worked cross functionally to write product guides for launch of new product.
• Worked with SMEs to create user guides, training material and feature announcements.
• Managed 3rd party to create customer facing product walk through tutorial videos.
• Enhanced the client community platform, highlighting best practice product usage.

Israel

• Launched new VOD product. Developed and implemented digital customer service strategy.
• Developed the user help site, creating the design and content for help articles to address users’ need.
• Worked with customer service, product and R&D teams to continuously improve help content.

• Managed knowledge base, identifying documentation requirements and creating category hierarchy.
• Created content in multiple languages for knowledge base with over 100 articles – reduced tickets by 80%.
• Wrote 20 customer facing email templates.
• Worked with R&D teams to develop and implement new features for internal and external knowledge base
• Established Digital First Customer Service working group across all of Sky’s global brands to collaborate, follow best practice… Show more Managed knowledge base, identifying documentation requirements and creating.
• Established Digital First Customer Service working group across all of Sky’s global brands to collaborate, follow best practice and develop a company wide approach to digital customer service. Show less

• Created a new multi-channel sales platform built around the customer. Transformed 3 different sales channels to single seamless experience. Gathering insights from multiple sources to develop market leading.
• Delivered £7m of operational improvement
• Increased sales by 5%
• Responsible for operational deployment of sales app to 500 retail agents… Show more Created a new multi-channel sales platform built around the customer. Transformed 3 different sales channels to single seamless.
• Responsible for operational deployment of sales app to 500 retail agents to improve performance
• Conducted analysis to prove value of new product and presented to c-suite executives Show less

• Worked with some of the world's leading brands improving customer experience to increase sales and revenue. Conducted award winning analysis to identify client needs and implement creative solutions. Strong stakeholder.
• Extensive experience in documenting and improving end to end processes
• Voice of the customer programs
• Competitive analysis
• Go to market planning

Technical Writing Training

Programming For Non-Programmers (Html And Css)

Bachelor Of Arts (Ba), Political Science And Government