Mike Coleman Email & Phone Number

California, United States

- Draft, write, review, and publish internal and external facing support documents (i.e. standard operating procedures, help center content, support resources aligned with Ramp product updates) - Develop and execute a comprehensive knowledge management strategy aligned with the company's goals and objectives- Identify and assess knowledge gaps within the organization and implement initiatives to bridge those gaps- Design and implement processes and systems to capture, organize, and disseminate knowledge effectively- Collaborate with subject matter experts and stakeholders to identify critical knowledge areas and ensure the accuracy and relevance of information- Maintain and update our knowledge-sharing platform to facilitate seamless access and retrieval of information- Monitor and evaluate the effectiveness of knowledge management initiatives and adjust strategies as needed- Stay updated on industry trends and emerging technologies related to knowledge management and propose innovative ideas for improvement- Foster a culture of knowledge-sharing and collaboration across the organization

- Recognized as a product expert and supporting partner for the CX team- Identifies pain point patterns and funnels them to cross-functional teams for resource development and agent training- Eliminates the need for escalations by taking ownership of supporting our team and investigating issues- Leads Support Office Hours and coaches team members on how to troubleshoot complex bugs

Remote

• Works directly with some of the fastest growing companies in the US• Helps scale effectively by handling support requests over phone and email• Helps maintain an industry leading satisfaction rate with customers• Contributes to giving critical feedback for improving product, providing insight for the whole team• Utilizes critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve• Works directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid customers

San Francisco, California, United States

• Provides clerical support to the nursing unit, including communication of authorized physician’s orders to ancillary departments, maintenance of patients, medical records, and operation of automated data entry systems. • Works closely with other members of the nursing team to assure that physician’s orders are transmitted promptly and efficiently and that necessary supplies are available when needed.• Performs of receptionist duties in service of patients, family members and visitors to the unit.

Remote

• Testing Web and Mobile (iOS, Android) applications• Tracking and reporting issues with Jira• Developing, maintaining and executing test cases using TestRail• Performing Black-box, smoke, functional, UI and regression testing• Responsible for compatibility testing on a variety of platforms and devices• Participating in daily stand-ups and sprint planning

Seattle, Washington, United States

• Handled 50 calls on average in specialized clinics such as gastroenterology, nephrology, biochemical genetics, and dialysis. • Trained new scheduling coordinators on how to find solutions to barriers preventing families from getting appointments.• Utilized epic and cerner to find available appointments conducive to the schedules of both families and providers.

Camp Murray, Washington, United States

• Prepared, cooked, and served meals for the sustainment of my unit. • Assisted in the evaluation of the fitness of military personnel.• Coordinated events and activities like 5ks and volleyball tournaments to boost morale.