- Establishment and management of programs focusing on various aspects of online support, including knowledge management, transactional tools, search, content management and discussions forums. - Knowledge management program/team manager experienced in defining and creating KM programs for support organizations with speciality in transforming call centers through knowledge sharing and related collaborative metrics. - Creation and implementation of support website self-solve strategies. - Expert in Knowledge Centered Support (KCS) methodology and the development of business and technical requirements for systems that enable agent-focused KM programs. Specialties Program management, contact center processes, knowledge management strategies, online support strategies, online support tools, search, content management, discussions forumsread more ...read less ...
Georgia State University
Manager
Sr Manager
Online Support Tools And Knowledge Management At Apple
Applecare Global Knowledge Management At Apple Computer
Knowledge Management Program Manager At Hewlett-packard Co
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