Nikki H.

About Nikki H.

Implementing Knowledge Management software and omnichannel customer engagement solutions as Lead Senior Knowledge Consultant, Architect, and Trainer for contact centers & various enterprise clients in BPO, Finance & Banking, Government, Healthcare, Information, Insurance, Retail, Non-profit, Education, & Energy/Utility sectors.Agent Experience, Agile, Business Experience, ChatGPT, Communication, Content Strategy, Customer Experience, Knowledge Management + AI, Digital Transformation, Project Management, Sales, Search Engine Optimization (SEO), Self Service, Training, UI/UX design, & Workforce Management.11+ years Knowledge & Content Management design, Information Architecture, KM Software; Salesforce, Confluence, Verint, Oracle, Google, SharePoint, MindTouch, KANA, Moxie, Box, homegrown Knowledge platforms, etc.Master of Science in Information Technology Candidate, User Centered design courses, Florida State University. Bachelor of Science in Psychology & Biology, Florida State University.

Experience

1. Director, Knowledge Management

   eGain Corporation

   Jul 2025 — Present · Orlando, FL, US

Education

• Florida State University

  Master of Science - MS

• Florida State University

  Bachelor of Science

Skills

• E-Learning
• Resume Writing
• Knowledge Management Systems
• Adult Education
• Microsoft Suite
• Fax
• Copy Editing
• Troubleshooting
• Administration
• Career Development
• Salesforce
• Business Process Improvement
• Gmail
• Call Centers
• Knowledge Management
• Phone Etiquette
• Employee Training
• Customer Service
• Business Analysis
• Mentoring
• Data Entry
• Organizational Development
• Process Design
• Event Planning
• Customer Service Operations
• Higher Education
• Close Attention to Detail
• Content Management
• Microsoft Office
• Sales
• Student Recruiting
• Conflict Resolution
• Enrollment Management
• Public Speaking
• Customer Relationship Management (Crm)
• Teaching
• Time Management
• User Acceptance Testing
• Product Ordering
• Community Outreach