Knowledge Management Specialist
Current- 2022 Employee of the Year- Oracle Certified Digital Assistant Professional 2023- KCS v6 Practices Certified- Knowledgebase and chatbot program manager and product owner- Developed 3-year KCS adoption and knowledge improvement roadmaps- Manage and train new Content Specialists- Project lead for knowledge improvement cross-functional team projects- Analyze web and system data for development and improvement of content, systems, and knowledge findability- Design and implement data-driven decisions using the PDCA continuous improvement approach with defined success metrics and targets- Research best practices, tools, and techniques to solve issues where existing solutions do not exist- Create, design, and develop support content for customers, contact center agents, and knowledge workers