Kylie Henson
Global Training Manager @Notion
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WORK HISTORY
Global Training Manager @Notion
Oversaw RFP and implementation of a new Learning Management System (Cornerstone), a new knowledge base (Zendesk Guide), and a new Quality Assurance tool (Maestro QA).\\\\n• Supported training and documentation for over 71 releases & launches in H1 2023 - with special focuses on Notion AI, where we created knowledge resources to answer 98% of user questions; and Project Management, which resulted in a 91% QA pass rate.\\\\n• Led initiative to scale Billing support from Finance to CX by implementing new knowledge processes and training materials. The rollout resulted in a 35% reduction in Finance ticket volume and an 1800+ bps increase in CSAT.\\\\n• Supported the implementation and design of conversation workflows within Forethought, a generative AI platform for customer support automation. The rollout resulted in a 50% chatbot self-serve rate and a 25% overall reduction in ticket volume.\\\\n• Oversaw onboarding for 100+ global new hire agents, including those at Notion’s India HQ and external vendor sites.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
Trinity Valley School
High School
University of North Texas
Master of Science - MS, Learning Technologies, Concentration in Workforce Leadership
The University of Alabama
Advertising & Digital Media
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