Jess Lighthall
Training & Knowledge Analyst at Caterpillar Inc. | I design learning that makes complex topics manageable and easy to understand.
- Role
- Digital Training & Knowledge Analyst at Caterpillar Inc.
- Location
- Peoria, IL, US
- LinkedIn followers
- 500 followers
About Jess Lighthall
I\'m a corporate training & knowledge specialist with 15+ years of experience in…
Experience
Digital Training & Knowledge Analyst
Sep 2023 — Present · Peoria, IL, US
I work as a Digital Training & Knowledge Specialist on the Cat Customer Support team, where my primary responsibilities include both instructional design/training creation and knowledge management of a knowledge database including 30+ articles.Selected results-Created training curriculum and edited processes for a new troubleshooting tool for Tier 1 agents, which resulted in a 13.5% increase in contacts that could be resolved by Tier 1 rather than escalated to Tier 2-Managed and curated public-facing FAQ content for our first digital help center; due to data analysis of user and search behavior and targeted updates of FAQs, we saw a potential case deflection of 84% where users chose self-help rather than turning to live support-Manage a knowledge database of 30+ articles, including reorganizing, rewriting processes, closing process gaps and maintaining updates 100% of the time ahead of deadlines-Initiate and lead a project team regarding the updating of our entire knowledge database of articles to ensure outdated articles are archived or updated, all articles are categorized correctly, and all articles have a content owner and are updated regularly
Education
Bradley University
Bachelor's degree, English Secondary Education
2004 — 2008
Bradley University
Master's degree, English - Writing
2009 — 2011
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