William Riddle, Ckm Email & Phone Number

Across evolving roles in different companies based in the U.S. and around the world, I have always prided myself on building, scaling, and managing Knowledge Centered Service (KCS) programs. From being hired as one of the first knowledge engineers at McAffee to roles at Splunk, GM, Verizon Wireline, and now Spark, I rapidly master new technologies and integrate KM principles seamlessly into business operations.As a proactive leader, I have successfully implemented KM strategies, optimizing productivity, streamlining go-to-market processes, and significantly improving user journey completion rates. My role often involves collaborating with cross-functional teams, leveraging Agile methodologies, and using data-driven analysis to enhance backend systems and public websites to benefit the needs of internal users and millions of customers.Empathy and communication are at the core of my leadership style, and I strive to create environments where diverse teams can excel, aligning individual goals with broader business objectives. My approach has consistently resulted in high employee engagement and top-tier revenue results. Certified as a Knowledge Manager (CKM) and proficient in tools like Elasticsearch, ServiceNow, and Oracle Knowledge, I am dedicated to continuous learning and innovation both for myself and my teams. My Career Highlights include:✪ Optimizing productivity and streamlining go-to-market (GTM) timing at Spark (New Zealand’s largest Telecom) by creating and harmonizing content standards for all consumer and enterprise KB practices, utilizing Agile to drive testing and adoption of search best practices.✪ Designing and building Splunk’s first-ever KM program from ground up, including creating 700+ knowledge base articles which led to significantly reduced call times and improved customer satisfaction.✪ Implementing content authoring across teams at Verizon Wireline as part of creating ITIL-based KM program, resulting in global standards for knowledge base articles and processes, workflows, and maintenance for thousands of users.My mission is to drive efficiency and customer satisfaction through strategic KM initiatives, ensuring that knowledge is a powerful asset for any organization. If you share in that vision, I would love to connect and share more thoughts.

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  Remington College-Dallas Campus

  Computer Science And Electrical Engineering