Sakshi Mehekarkar
Knowledge manager | Knowledge Management Lead | Content Strategy & Governance | Driving Self-Service, KCS, and Continuous Improvement
- Role
- Knowledge Manager at Wipro
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
Experience
Knowledge Manager
May 2024 — Present · Pune, IN
Owned and optimized a knowledge base of 500+ articles, leading quarterly content audits and implementing updates that improved article accuracy by 40% and reduced repeat tickets by 25% in under 6 months.• Implemented knowledge tagging and search optimization strategies, increasing article findability by 60% and cutting average ticket resolution time from 18 to 12 minutes.• Spearheaded cross-functional collaboration with SMEs and incident managers to document 100+ recurring issues and SOPs, reducing escalations by 35% and enhancing first-contact resolution (FCR) rate to 92%.• Acted as the Knowledge Management SPOC, aligning all content practices with ITIL and KCS standards, driving a 45% rise in knowledge reuse across the service desk, and boosting user satisfaction (CSAT) from 85% to 94%.
Education
Somalwar Academy Education Society
SSC
2005 — 2015
Rashtrasant Tukadoji Maharaj Nagpur University, Nagpur
Bachelor of Science - BSC
2018 — 2020
Arvindbabu Deshmukh Arts Ciommerce College, Bharsingi
HSC
2015 — 2017
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