Principal Knowledge Management Consultant
Current
Jul 2024 - Present
AeroLeads people directory · profile
Nikki H. Email & Phone Number
Principal Knowledge Management Consultant
at
eGain Corporation
1 work email found
@egain.com
2 phones found area 800 and 408
LinkedIn matched
✓ Verified Jul 2026
4 data sources
Profile completeness 100%
Current company
Role
Principal Knowledge Management Consultant
Location
Orlando, Florida, United States
Company size
Who is Nikki H.? Overview
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Quick answer
Nikki H. is listed as Principal Knowledge Management Consultant at eGain Corporation, a with 731 employees, based in Orlando, Florida, United States. AeroLeads shows a work email signal at egain.com, phone signal with area code 800, 408, and a matched LinkedIn profile for Nikki H..
Nikki H. previously worked as Senior Knowledge Management Consultant at Egain Corporation and Knowledge Manager at Kaplan Test Prep. Nikki H. holds Bachelor Of Science, Psychology; Biology from Florida State University.
Company email context
Email format at eGain Corporation
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*@egain.com
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Profile bio
About Nikki H.
Implementing Knowledge Management software and omnichannel customer engagement solutions as Lead Senior Knowledge Consultant, Architect, and Trainer for contact centers & various enterprise clients in BPO, Finance & Banking, Government, Healthcare, Information, Insurance, Retail, Non-profit, Education, & Energy/Utility sectors.Agent Experience, Agile, Business Experience, ChatGPT, Communication, Content Strategy, Customer Experience, Knowledge Management + AI, Digital Transformation, Project Management, Sales, Search Engine Optimization (SEO), Self Service, Training, UI/UX design, & Workforce Management.11+ years Knowledge & Content Management design, Information Architecture, KM Software; Salesforce, Confluence, Verint, Oracle, Google, SharePoint, MindTouch, KANA, Moxie, Box, homegrown Knowledge platforms, etc.Master of Science in Information Technology Candidate, User Centered design courses, Florida State University. Bachelor of Science in Psychology & Biology, Florida State University.
Listed skills include Customer Satisfaction, Interviews, Customer Service, Call Centers, and 51 others.
Current workplace
Nikki H.'s current company
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Egain Corporation
10 roles
Nikki H. work experience
A career timeline built from the work history available for this profile.
Senior Knowledge Management Consultant
Knowledge Management software implementation Consultant / Architect for Enterprise contact centers of various industries.Discover/build/deliver on business requirements, manage configuration of content, taxonomy, governance workflows, AI guidance, UI/UX design, search optimization, user management administration etc; share best practice methodologies, implementation & delivery, create design documentation, agile sprint plans, and QA. Facilitate KM Health Assessments, & Post Go Live Success monitoring. Support Adoption, Integration, Change Management, Training, and Communication.Scope budgetary estimates and statements of work, resource planning, and assist with technical troubleshooting.Deliver quality through automation, smart processes, and global teams.
Mar 2018 - Oct 2024
Knowledge Manager
Cross-functional Knowledge Management Partner for Salesforce, Agent & Customer Experience, Sales, Business Systems, Product Support, Executives, Training & Development, and other stakeholder teams.Manage internal employee knowledge and external customer Self-Service knowledge bases via Salesforce. Gather business requirements and UAT testing for transitioning legacy solutions into Service and Sales Cloud implementations (with Knowledge) in Salesforce. Author and publish content & communication (Corporate, Business, Product, Operations, Technical processes, Agent updates etc.) to Contact Center agents and Field employees across 6 lines of business. Manage content in multiple platforms and design internal call center Google site. Analyze and present agent knowledge usage and authoring productivity in Leadership meetings.Knowledge strategy & SEOContent creation & maintenance Authoring productivity Agent - knowledge adoption & rewardsProject Management Call center operations, Service, Sales, Technical Support, Collections
Jan 2012 - Mar 2018
Sales Support Lead & Wfm Coordinator
Support Sales call center Managers with onboarding, training, and key call quality measures.Conduct monthly sales call volume forecasts & Workforce Management using Genesys to ensure call center coverage.Manage sales lead disputes and end of month accounting entry deadlines for employee commission payouts.Run & distribute query reports (e.g. Salesforce, Golden) of NetBob, declined payments, leads, etc.
May 2013 - Aug 2016
Sr. Processing Specialist & Knowledge Analyst
Analyze and report training opportunities and knowledge needs.Cross-functional support between Pre-College, Graduate, Medical, Nursing, and Bar Review businesses.
Dec 2011 - Apr 2013
Corporate Resolutions Specialist
Recommend process improvements to streamline work and maximize effeciency. Drive customer success and resolve BBB corporate complaints.Execute support requests for sales, service, technical and field teams; use multiple databases proficiently.
Oct 2011 - Nov 2011
Student Services Consultant
Consult Pre-college, Graduate, and Licensure clients with PSAT, SAT, ACT, MCAT, LSAT, GMAT, GRE, DAT, OAT, PCAT, USMLE, NCLEX, and Bar Review products and programs. Manage customer accounts, keeping detailed records of student interactions. Respond to calls and email from faculty, corporate employees, and students. Consult students in response to study techniques and educational goals.
Mar 2011 - Sep 2011
Admissions Consultant
Consult students on responsibilities of higher education terms and conditions. Conduct student interviews and validate requirements. Advise perspective students in educational knowledge consulting role. Adhere to business needs and operations. Monitor enrollment and applicant files, while maintaining positive working relationships with students and peers. Ensure compliance with government regulations, confidentiality laws, and support services. Communicate by telephone, e-mail, and other channels to students and internal employees. Promote team motivation to improve processes.
May 2010 - Dec 2010
Neuroscience Research Assistant
Project plan introduction, design and implementation; monitor lab experiments and maintain records to analyze data. Adult Learning & MemoryFood Intake & Metabolism
Aug 2008 - Dec 2009
Senior Sales Representative
Successful high volume sales in a call center environment. Train employees on product knowledge and requirements.
Jun 2005 - Aug 2006
Team & coworkers
Colleagues at eGain Corporation
Other employees you can reach at egain.com. View company contacts for 731 employees →
RA
Ritesh A
Colleague at Egain CorporationBengaluru, Karnataka, India
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AC
Ambrogino Colchico
Colleague at Egain CorporationLos Angeles Metropolitan Area, United States
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NB
Nathan Barstad
Colleague at Egain CorporationSan Francisco Bay Area, United States
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SH
Steve Hayward
Colleague at Egain CorporationCity Of Peterborough, England, United Kingdom
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SA
Sachin Agrawal
Colleague at Egain CorporationPune, Maharashtra, India
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UJ
Uriel Jesús Ruelas Gómez
Colleague at Egain CorporationHayward, California, United States
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BB
Benjamin Buenrostro
Colleague at Egain CorporationSan Francisco Bay Area, United States
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SH
Sober Huirem
Colleague at Egain CorporationPune, Maharashtra, India
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MP
Mohan Patel
Colleague at Egain CorporationLondon, England, United Kingdom
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SM
Sonali Meshram
Colleague at Egain CorporationPune, Maharashtra, India
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Ritesh A
Colleague at Egain CorporationBengaluru, Karnataka, India
View →
AC
Ambrogino Colchico
Colleague at Egain CorporationLos Angeles Metropolitan Area, United States
View →
NB
Nathan Barstad
Colleague at Egain CorporationSan Francisco Bay Area, United States
View →
SH
Steve Hayward
Colleague at Egain CorporationCity Of Peterborough, England, United Kingdom
View →
SA
Sachin Agrawal
Colleague at Egain CorporationPune, Maharashtra, India
View →
UJ
Uriel Jesús Ruelas Gómez
Colleague at Egain CorporationHayward, California, United States
View →
BB
Benjamin Buenrostro
Colleague at Egain CorporationSan Francisco Bay Area, United States
View →
SH
Sober Huirem
Colleague at Egain CorporationPune, Maharashtra, India
View →
MP
Mohan Patel
Colleague at Egain CorporationLondon, England, United Kingdom
View →
SM
Sonali Meshram
Colleague at Egain CorporationPune, Maharashtra, India
View →
2 education records
Nikki H. education
Bachelor Of Science, Psychology; Biology
Master Of Science - Ms, Information Technology
FAQ
Frequently asked questions about Nikki H.
Quick answers generated from the profile data available on this page.
What company does Nikki H. work for?
Nikki H. works for eGain Corporation.
What is Nikki H.'s role at eGain Corporation?
Nikki H. is listed as Principal Knowledge Management Consultant at eGain Corporation.
What is Nikki H.'s email address?
AeroLeads has found 1 work email signal at @egain.com for Nikki H. at eGain Corporation.
What is Nikki H.'s phone number?
AeroLeads has found 2 phone signal(s) with area code 800, 408 for Nikki H. at eGain Corporation.
Where is Nikki H. based?
Nikki H. is based in Orlando, Florida, United States while working with eGain Corporation.
What companies has Nikki H. worked for?
Nikki H. has worked for Egain Corporation, Kaplan Test Prep, Kaplan University, Florida State University, and Dialamerica Marketing.
Who are Nikki H.'s colleagues at eGain Corporation?
Nikki H.'s colleagues at eGain Corporation include Ritesh A, Ambrogino Colchico, Nathan Barstad, Steve Hayward, and Sachin Agrawal.
How can I contact Nikki H.?
You can use AeroLeads to view verified contact signals for Nikki H. at eGain Corporation, including work email, phone, and LinkedIn data when available.
What schools did Nikki H. attend?
Nikki H. holds Bachelor Of Science, Psychology; Biology from Florida State University.
What skills is Nikki H. known for?
Nikki H. is listed with skills including Customer Satisfaction, Interviews, Customer Service, Call Centers, Higher Education, Customer Service Operations, Management, and Administration.
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