Ruth Flamenco Email & Phone Number

Forney, Tx, Us

Forney, Tx, Us

United States

I’m passionate about driving meaningful change through Knowledge Management (KM) and helping others grow. With extensive experience using Confluence and Jira, I’ve implemented systems supporting over 1,000 employees and continue to lead initiatives that enhance accessibility, compliance, and efficiency.In 2024, I focused on future-proofing KM content for AI-readiness by simplifying layouts and aligning with best practices. I implemented a Content Engagement Report, increasing viewership of high-impact content by 100% within 7 days of publication. I also established a Periodic Review Process to ensure content remains relevant and compliant, while reducing SLA times for updates by 43–57% through streamlined workflows and improved searchability.I’m equally committed to team development, promoting one team member to a manager role this year and mentoring others for future leadership positions. I introduced a weekly development placeholder to encourage growth and tailored development plans based on team feedback. To position KM as a strategic business partner, I championed the IMPACT methodology (Innovation, Metrics, Process, Agility, Collaboration, Technology), aligning team efforts with organizational goals.As an active contributor to the HCLA ERG program and Women’s Leadership initiatives, I support fostering inclusivity and representation across the organization. My leadership combines innovation, collaboration, and a results-driven approach to create measurable impact, aligning KM strategies with business objectives and driving operational success.

Plano, Tx

Worked closely with Subject Matter Experts (SMEs) to develop and update Knowledge Management (KM) content, ensuring it aligned with company goals and policies.Focused on Strategic Collaboration by bringing teams together to share knowledge, which improved decision-making and team efficiency.Maintained Compliance by ensuring all content met company standards and regulatory requirements, keeping everything up-to-date and accessible.I played a key role in Knowledge Creation, helping teams document critical processes clearly, especially during the COVID-19 shift to remote work.As a single contributor, expanded KM access to new teams, helping them use the system effectively while ensuring smooth transitions.Provided training and support to SMEs and team leaders, ensuring they knew how to use the KM system and contribute to its improvement.

Dallas/Fort Worth Area

Led the migration of over 200 employees from Verint to Confluence, ensuring a smooth transition with comprehensive training programs.Developed a Train-the-Trainer program, equipping internal leaders to support their teams in effectively using Confluence.Ensured all content aligned with Policy and Procedure, maintaining compliance and operational accuracy.Trained new team members on KM systems and practices, providing them with the tools to navigate and contribute to the knowledge base.Collaborated with cross-functional teams to address knowledge gaps and update content to reflect current business needs.Monitored content accuracy, ensuring documentation was organized and accessible, supporting company-wide knowledge-sharing initiatives.

Plano, Texas, United States

Managed operations, customer service, and recovery processes, ensuring high levels of customer satisfaction and compliance with company standards.Led teams in problem-solving, project management, and process improvements, which laid the foundation for future leadership roles in Knowledge Management.Implemented strategies that improved service outcomes and supported cross-functional collaboration, helping streamline customer service operations.Key Achievements: Improved operational efficiency by 20% and trained team members on process enhancements that reduced service escalations by 15%.

Properly answers and accurately process incoming telephone calls regarding Roadside Assistance. Take action when necessary to respond to a member's emotional state in addition to performing the technical aspects of the situation. Listen to specific information when needed, and make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to member).

Perform Customer Service responsibilities for call center setting. Maintain a positive and proactive relationship with all customers by responding to their needs while delivering world class customer service.

Greater Los Angeles Area

Managers responsibilities for twenty six (26) employees. Maintain a positive and proactive relationship with all clients by responding to their needs. Perform all administrative functions for the management office including general correspondence, filing, and record maintenance.

Greater Los Angeles Area

Professional And Technical Writing Certification, College Of Social And Behavioral Sciences

Bachelor Of Applied Science - Basc, General Studies

In Economics and Industry

Associate Of Science - As

Associates Of Arts Degree