knowledge manager resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
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Summary
Forward-thinking project management specialist looking for a dynamic, fast-paced opportunity within the aerospace industry. Highly experienced and confident in leading team members, managing schedules and coordinating resources. Experience with keeping multiple projects on-track by evaluating cost, schedule and performance, monitoring for potential issues and using problem-solving skills to make the informed decisions. Persuasive in communicating and negotiating with internal team members, senior management, vendors and other stakeholders. Adept at requirements gathering, analysis and implementation into new system developments.
Skills
Proficient using Confluence
Proficient using Wrike project management system
Strong communication skills through various channels: verbal, face-to-face, email, SLACK, Confluence
Strong problem solving skills, including identifying an issue, researching the issue and presenting a solution(s) to the issue.
Team player who works will with others to move a project or program in a positive direction.
Excellent interpersonal skills working with vendors.
Flexible
Quick to learn new system tools.
Experience
Knowledge Manager, 07/2019 to 09/2021 Leidos Holdings Inc. – St Thomas, VI,
Confluence Administrator
Maintained Confluence as the organization's internal knowledge base, which housed the organization's processes, procedures, policies and other documents.
Worked and participated with the IT Department to upgrade Confluence.
Created the test documentation for Confluence upgrades to ensure upgrade performed to expectations.
Project Manager for the Knowledge Management project.
Worked closely with senior management and department managers to deliver project requirements, develop solutions and meet deadlines.
Designed surveys, opinion polls, and assessment tools to collect data.
Reviewed data to devise solutions related to the creation of an employee-friendly roadmap to use all knowledge systems.
Led an integrated team to brainstorm the development of future Confluence enhancements/plug-ins to allow the system to grow with the organization in years to come.
Interacted with multiple vendors regarding the purchase of new functionality or resolving obstacles or deficiencies.
Remote Channel Manager, 04/2010 to 07/2019 Advance Auto Parts – Oakdale, PA,
Provided program management of critical internal and external programs/systems: Internal phone system, external/internal knowledge bases, the online membership application, and the third party outside call center.
Led integrated product teams to upgrade and develop additional functionality for each system/program.
Performed quality reviews of all systems/programs and all associated technical documentation and procedures.
Provided consultation services to specific impacted departments regarding implementation strategies and training.
Developed and wrote scripts and procedures for impacted departments as support documentation.
Remote Delivery Specialist, 07/2005 to 04/2010 Benjamin Franklin Plumbing Ocean City – Dillon, CO,
Provided program management of critical internal and external programs/systems: Internal phone system, external/internal knowledge bases, the online membership application, and the third party outside call center.
Collaborated with marketing team, E-Commerce and Call Center to achieve business and marketing strategy objectives.
Managed the implementation of online account opening and funding solution.
Led an integrated team to purchase and integrate a new internal knowledge base.
Developed training documents and led training sessions.
Provided constant real-time support to all aspects of the organization after implementation.
Designed and implemented a new department in order to increase member satisfaction.
Brought projects in on-time and in accordance with budget.
Call Center Manager, 04/2002 to 07/2005 International Paper Company – Tracy, CA,
Managed a highly dynamic, fast-pace call center, leading a team of 12 direct reports
Performed loan officer duties, evaluating member applications
Implemented a new call management system.
Developed new call center procedures to address changes in online banking, such as handling updated financial regulations and new technology and its new functionality.
Developed and implemented a third party outside call center as an additional resource to increase member satisfaction.
Call Center Supervisor, 07/1997 to 07/2001 Qualfon – Troy, MI,
Managed a team of up to 52 agents, executing all personnel actions, to include work schedule development, job performance evaluations and one-on-one mentorship.
Implemented quality control measures to ensure optimal productivity across the team.
Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.
Facilitated individual coaching sessions with Customer Service Representatives to realign productivity goals.
Maintained strong call control and quickly worked through scripts to address problems.
Customer Service Lead, 11/1996 to 07/1997 Teletech – City, STATE,
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Volunteered to handle complaints and issues for manager during busy time periods.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Customer Service Representative, 07/1996 to 11/1996 Teletech – City, STATE,
Assisted customers in making payments on accounts and setting up payment plans.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Reviewed customer account information to determine current issues and potential solutions.
Education and Training
Bachelor of Arts: , Expected in 05/1996 to Florida State University - Tallahassee, FL GPA:
High School Diploma: , Expected in 06/1992 to Gaither High School - Tampa, FL, GPA:
National Honor Society member
Certifications
Certified Associate in Project Management, Project Management Institute - 2021
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