Adam van Assche

About Adam van Assche

Knowledge Management (KM) leader with 20+ years experience creating business results through KM strategy, content development, and execution of training, internal support content, and customer-facing Help.Career Highlights: • Defined strategy and led day-to-day execution of Amazon Shipping & Delivery Support Knowledge Management including training content, training delivery, contact center knowledge base, and customerfacing help for 7 country launches and 8 product/service launches while providing steady-state support for 19 contact centers around the world.[Amazon, 20••••18] • Built the Shipping & Delivery Support Knowledge Management function from scratch including global operating model, team structure, content development/maintenance processes, and success measures.[Amazon, 2017] • Led global alignment of Amazon’s Consumer customer-facing Help content to simplify support launches in new marketplaces, enable customers to access help in their language of preference, and improve customer experience.[Amazon, 2016] • Analyzed Amazon customer-facing help, identified opportunities for improvement, and managed implementation. Reduced >1M customer contacts annually in the US alone.[Amazon, 2016] • Built the Amazon Consumer Customer Service Global Knowledge Management team from the ground-up. Managed team of “direct line” and “dotted line” Knowledge Management and Training professionals across 9 countries to establish global Knowledge Management minimum standards.[Amazon, 2015] • Reduced Amazon new hire training time across Consumer contact centers globally by 14%(2014) and 16%(2015) while improving associate performance YoY (Negative Response Rate).[Amazon, 20••••15]Specialties: Knowledge management strategy, content development / management, learning strategy /management, training assessment, instructional design, performance improvement.

Experience

1. Manager, Customer Solutions - Journey Management

   Puget Sound Energy

   Jan 2019 — Present · Seattle, WA, US

Education

• Western Michigan University

  MA, Industrial / Organizational Psychology

  1995 — 1997

• Western Michigan University

  Bachelors Degree, Psychology, Mathematics

  1991 — 1995

Skills

• Organizational Development
• Instructional Design
• Performance Management
• Training
• Learning Management
• Change Management
• Blended Learning
• E-Learning
• Cross-Functional Team Leadership
• Performance Improvement
• Process Improvement
• Leadership
• Management
• Learning Management Systems
• Vendor Management
• Strategic Planning
• Project Management
• Call Centers
• Knowledge Management
• Business Process Improvement