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Work Background
Journal TechnologiesKnowledge Manager
Aug. 2023 - Nov. 2024Los Angeles, California, United States- Developed and executed a corporate KM strategy and governance policy, driving a 20% boost in knowledge resource user satisfaction. Proactively championed KM best practices organization-wide to enhance engagement and usability. - Evaluated JTI’s knowledge platforms (Confluence, SharePoint, JIRA, and Slack) and delivered actionable recommendations to consolidate systems, eliminate redundancy, and streamline content. Collaborated with cross-functional teams to align content management practices with organizational goals.
CSAA Insurance GroupKnowledge Management Consultant
Jul. 2014 - Jan. 2023Glendale, AZ- Spearheaded enterprise knowledge management initiatives, leading the design, development, and implementation of a reimagined company intranet, complete with governance policies and content management systems. - Partnered with business unit stakeholders to design and execute innovative, tailored content management strategies, driving efficiency and operational improvements. - Elevated customer service performance by overhauling the Service division’s legacy KM platform and processes, improving information retrieval for agents and significantly boosting customer service scores through strategic KM process enhancements.
BECUSenior Manager - Knowledge Management
Feb. 2006 - Jul. 2014Greater Seattle Area- Increased employee adoption and utilization of a unified KM resource by 20% by leading the design, development, and implementation of BECU's Knowledge Management systems, successfully migrating a legacy knowledgebase to the SharePoint platform. - Built strategic partnerships with external vendors to drive forward key KM initiatives. - Improved search functionality, content quality, and resource usability by collaborating with business units on KM system enhancements, including launching the "Ask BECU" virtual agent tool. Delivered year-over-year gains in end-user satisfaction by developing, promoting and embedding KM best practices. - Boosted content accuracy by 30% and cut review and approval time by 25% through redesigning and streamlining organization-wide content management practices.
BECUManager of Project and Product Communications
May. 2005 - Feb. 2006Greater Seattle Area- Directed the team managing internal communications for major BECU projects and initiatives, ensuring clarity, consistency, and impact across the organization. - Partnered with business stakeholders and leadership at all levels to deliver accurate, timely, and relevant information, driving alignment, adoption, and engagement across teams.
BECUManager of Training and Development
Sep. 2003 - May. 2005Greater Seattle Area- Managed the team delivering organization-wide synchronous and asynchronous training, ensuring high-quality instruction through instructor-led and online formats. - Designed and implemented training sessions on BECU’s transaction systems, frontline sales skills, and new products and services, driving exceptional employee performance and enhanced customer satisfaction. - Championed continuous improvement by collaborating with end users and business leaders to review, refine, and optimize training and development programs.
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