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knowledge management specialist resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary
Respected and dedicated professional with more than 20 years experience in the Customer Service field. I would like to utilize my skills and knowledge of the business to improve processes and create new solutions. 
Skills
  • Strong written and verbal communication skills
  • Excellent attention to detail
  • Highly dependable
  • Organized
  • Driven
  • Problem Solving
  • Managing multiple projects simultaneously
  • Business process mapping
  • Business Documentation
  • HTML
Work History
Knowledge Management Specialist, 01/2006 - Current
Brightwheel Austin, TX,
  • Create and maintain content on the knowledge management system.  
  • Work with business partners to understand requirements and build solutions to meet those needs. 
  • Gather, edit, and document content as well as translate raw documents into well defined procedures. 
  • Ensure existing content remains current, relevant and accurate.  
  • Maintain knowledge management design, development, and quality assurance process.
  • Ensure timely submission/delivery of documents to the knowledge management system.  
  • Develop templates for users to complete when submitting knowledge to the database.
  • Acquire content when gaps are identified by working with subject matter experts and the business owners.
  • Conduct requirement meetings with the business and develop mockups as needed. Work with Web Developer on development and requirements.
  • Encourage and solicit ideas and information from frontline users.
  • Maintain working relationships and effectively communicate with subject matter experts, vendors, and internal customers. 
  • Conduct roundtable meetings at various sites. Incorporate roundtable meeting feedback in a timely manner and send out weekly reports to the attendees. Regularly review and refine procedures & policies ensuring that they are user friendly and easy to understand.
  • Identify reports that will assist the business in streamlining processes. Analyze data and make actionable recommendations.
  • Create mockups using Moqups.com.
  • Edit existing .asp forms using Microsoft Expressions.
  • Use HTML to create new articles and custom 'Super Pages', which consists of all documentation from KM related to one specific topic (e.g. Returns, Rewards).
  • Use JIRA for agile projects.
  • Mentored all new members that joined the team.
  • Trained other organizations within Staples on using the KM application.
  • Selected by our Director to lead the KM team during our period of transition.
  • Informal internship with the Business Analyst team, working on the Drop Ship Return System tool.

-Shadowed associates as they follow current process.

-Created process maps of current state using Visio.

-Created mockups of future state using Moqups.

-Created database specifications using JAMA.

-Created web application specifications (user stories) using JAMA

-Created and conducted UAT cases using JAMA.





Associate Help Desk Lead, 04/2002 - 01/2006
Shipmonk Pittston, PA,
  • Assisted Customer Service Representatives in answering questions on processes and procedures related to pre-sale, order entry, and post-sale.
  • Handled escalated supervisor calls with empathy and professionalism. Followed up on customer issues, ensuring resolution was received.
  • Worked on projects as assigned by manager (e.g. Business SME on the project team to determine a vendor for the new Knowledge Management system).


Sr. Customer Service Representative, 10/2001 - 04/2002
Mayville Engineering Company, Inc. Wayland, MI,
  • Mentored new associates once they completed the New Hire training program.
  • Conducted additional one-on-one training.
  • Monitored associates on their customer contacts.
  • Provided feedback to new associates on their performance, offering constructive criticism.
  • Repeatedly called upon to floor walk; answering associates' questions and resolving escalated issues.


Customer Service Representative, 05/1995 - 10/2001
Staples, Inc. City, STATE,
  • Placed delivery orders for customers via phone and fax contacts.
  • Increased average order size by offering cross-sell and upsell items as well as extended service plans.
  • Assisted customers with inquiries on their orders and completed adjustments such as returns and exchanges.

Education
Certificate of Business Foundations: , Expected in 2015
-
Gateway Community and Technical College - 500 Technology Way, Florence, KY 41042
GPA:
Status -
Certified Knowledge Practitioner: , Expected in 2013
-
International Knowledge Management Institute - 1414 Wynhurst Lane, Suite 300, Vienna, Virginia 22182
GPA:
Status -
Managing Organizational Knowledge: , Expected in 2007
-
Association for Talent Development - 1640 King Street, Alexandria, VA 22314
GPA:
Status -
Certifications
,

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Resume Overview

School Attended

  • Gateway Community and Technical College
  • International Knowledge Management Institute
  • Association for Talent Development

Job Titles Held:

  • Knowledge Management Specialist
  • Associate Help Desk Lead
  • Sr. Customer Service Representative
  • Customer Service Representative

Degrees

  • Certificate of Business Foundations
  • Certified Knowledge Practitioner
  • Managing Organizational Knowledge

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