Natalie Stoner

About Natalie Stoner

I live for learning, problem-solving, and helping others grow. I\'m also a believer in…

Experience

1. Senior Knowledge Management Analyst

   Blue Cross NC

   Aug 2021 — Present · Winston-Salem, NC, US

   As a Senior Knowledge Management Analyst partnering with the commercial sales teams, I identified knowledge gaps and opportunities for improvement while employing user experience (UX) and technical writing skills to translate complex business procedures into simple, accessible documentation, communication templates, and training. This work drove revenue by enabling the team to increase their knowledge of products and efficiently perform core processes.Highlights:• Launched Salesforce Knowledge base, driving all aspects of the project from gathering business requirements and solution design to implementation and ongoing management strategy. Developed internal communication plan and delivered training. The project included migrating 350+ knowledge articles from a SharePoint library and Excel spreadsheets and building several reports. • Pitched, designed and distributed a monthly newsletter to circulate critical knowledge across the sales team enhancing operational effectiveness through access to training, resources, and timely information.• Developed new knowledge resources and formats based on content from subject matter experts, key stakeholders, and existing reference materials to facilitate optimized business process execution. Regularly reviewed all resources to ensure the accuracy of all documentation and identify opportunities for alignment, improvement, and consolidation.• Collaborated with sales leaders to ensure proper integration of all process information, visibility of knowledge management system, and identification of usability issues.