WIND Mobile – Senior Knowledge Management Specialist
Led a team of developers focused on enabling stakeholders across the organization to make better decisions and increase productivity in stores and the call center.
- Reduced customer touch time (29.4%) by building a personalized search strategy for retail and call center agents allowing them to quickly find information relevant to solving the customers issue.
- Simplified complex business processes – activating a phone, performing credit checks and transferring funds into accounts – by introducing a web portal to perform transactions with the click of a button.
- Prioritized the product roadmap of the IT executive dashboard allowing greater visibility into the IT organization and allowed them to maintain and exceed operating KPIs.
See my recent work
