Jess Lighthall

Digital Training & Knowledge Analyst @Caterpillar Inc.

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and lead a project team regarding the updating of our entire knowledge database of articles to ensure outdated articles are archived or updated, all articles are categorized correctly, and all articles have a content owner and are updated regularly

Bradley University

Bachelor's degree, English Secondary Education

Bradley University

Master's degree, English - Writing