Kerry Martin

Knowledge Management Specialist @Computacenter

Working on multiple accounts within the company I have developed Strong interpersonal skills, built effective working relationships with internal and external stakeholders. I Identify optimisation opportunities on customers accounts via data analysis and reporting. I have proven ability to communicate and explain complex issues in clear, concise language both verbally and in writing.•Collaborating with Clients and third party support teams, to encourage and develop their proactive involvement in the creation and update of knowledge content•Providing ad-hoc training on the use of the knowledge to knowledge users, outside of any standard activities provided by the training department – including workshops, webinars and one to one guidance•Reviewing internal and external customer feedback for opportunities to improve the self-serve experience•Assisting the service desks with the creation of knowledge content in line with content guidelines and processes•Data Analysis reporting to increase self-service usage and deflect customers to the self-serve content•Data Analysis reporting on trends in internal and external usage, linkage and search terms and recommend improvements•Liaising with Clients to provide resolvers/third party support teams to validate knowledge•Reviewing and improving self-serve content to improve the customer experience•Training the Service desks on how to use the knowledge tool•Completing reports on daily, weekly, monthly basis on team performance/ usage of the knowledge base tool and associations to incidents resolved•Data analysis to identify any knowledge gaps, trends and recommend improvements•Attending workshops with customers•Weekly conference calls with customer•Reviewing/editing and validating knowledge content for publication•Research and identification of future potential opportunities for Knowledge Management, using available resources•Team Leader delegate