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Hey, there ✌️I'm Karissa, a Customer Education Lead and Knowledge Base Owner with over 4 years of experience in the tech industry.
Some sweet wins I'm pretty proud of:
💪 Initiated and managed a 6 person content team to create, maintain, and improve customer education documentation.
🪚 Designed and built company's first eLearning platform
📈 Doubled pageviews and customer interaction with our Knowledge Base in a 15 month period.
🌡️ Consistently increased and maintained a self-service score of 35+ for three years (and still going 😉).
🧰 Created and regularly updated the Support Contact Form to improve Self Service for all customers.
✍️ Regularly attended conferences as a keynote speaker or workshop host to help improve teams' self-service and Knowledge Base structure industry-wide.
🎙️ Been featured on industry-focused podcasts for insight on how to reduce cost of support by focusing on the customer's education first.