Kimberly Damon
Pittsburgh,United States
Summary
Highly motivated Knowledge Management professional with 8+ years of experience cultivating, organizing, and delivering impactful content. Adept at building user communities, driving self-service, and streamlining knowledge access. Proven success in managing a 7,000+ article knowledge base, leveraging KCS principles and community engagement strategies. Passionate about learning and contributing to knowledge ecosystem excellence. Certified Knowledge Manager (CKM) and KCS v6 Certified.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Knowledge Editor
Proofpoint
04.2022 - 02.2024
- Developed processes and protocols for storing information, making it accessible, controlling access and capturing new knowledge resulting in a 50% increase in efficiency
- Headed the initiative to standardize knowledge articles, overseeing tasks such as standardizing over 6500 article titles, revising the style guide, and aligning product taxonomy with Salesforce data categories
- Performed a comprehensive review of 7156 articles, resulting in the archival of 2,256 obsolete articles
- Utilized Communities of Practice to grow the knowledge base to 7900 articles spanning 35 products, increase knowledge contribution, enhance customer self-service, and achieve over a 40% case deflection rate (20% rise)
- Created case deflection algorithm using metrics derived from Google Analytics, Power BI, and Salesforce applications to standardize and align calculations across two customer communities
- Designed standardized training materials and trained 500+ employees on new Salesforce Lightning Knowledge process
- Engaged regularly with Knowledge Champions to promote change and engagement in the knowledge process which resulted in a 33% increase in article contribution
- Contributed to a CSAT of 95% and a renewal rate of over 90% as part of the Customer Success team (20% rise)
- Collaborated with cross-functional teams to define Salesforce Lightning Knowledge migration requirements, prioritize tasks, and provide support for 316 Support Engineers
- Participated in 3 months of UAT, logged 26 JIRA tickets, monitored post-migration activities, and corrected issues with user permissions and customized workflow inconsistencies
- Conducted a 245-participant SurveyMonkey knowledge audit to pinpoint knowledge gaps and usage patterns, seeking to boost program effectiveness.
Content Developer
Proofpoint
04.2019 - 04.2022
- Engaged in knowledge transfer sessions with Product Management, Subject Matter Experts, Sales, RFP, Support, and other personnel to identify, prioritize, capture, and disseminate knowledge across 35 products
- Created 4 end user training videos and 1 platform foundations course, including script writing and narration editing, using Articulate, Camtasia, PowerPoint, Audacity, and Vidyard
- Received average CSAT score of 90% and NPS score of 63% (46% above industry standards) for End User Videos and Foundations course
- Managed Salesforce Community with over 5000 users, including site design and maintenance, moderating over discussions, and utilizing customer groups to increase engagement.
Technical Support Representative
Proofpoint Security Awareness Training
01.2016 - 04.2019
- Built a knowledge base from the ground up, including 500+ how-to articles for end-users, setup guides and internal process documents covering 5 products
- Earned certification in KCS v6 Principles, a Knowledge Management delivery method and implemented the KCS (Knowledge Center Service) across the 23-member support team to improve incident resolution, training times and customer satisfaction
- Contributed to the design, testing and implementation of companywide Community roll-out that increased customer self-service by 60%
- Designed a comprehensive onboarding program for new hires and conducted training sessions for over 10 incoming support team members, encompassing both in-person and remote training formats
- Provided top-notch customer service and technical troubleshooting support to both internal and external customers and ensuring a high level of quality while obtaining an average CSAT score of 90%.
Customer Support Representative
Carnegie Learning
08.2011 - 12.2015
- Examined and addressed support inquiries from both internal and external customers through email, phone calls, and web submissions
- Collaborated with the Web Team to develop an automated tool aimed at minimizing costs and enhancing the efficiency of the software activation process
- Oversaw every facet of the software license activation process, coordinating with Order Management and Sales to guarantee accurate customer setup
- Engaged with internal departments, navigated customer information systems, and demonstrated a foundational understanding of the company's services and products
- Worked with leadership to recognize and document daily operational procedures, which involved crafting an onboarding program for new hires.
Retail Sales Supervisor
Learning Express Toys
01.2008 - 01.2015
Assistant Manager
The Picture People
01.2003 - 01.2008
Private Tutor
Learning Resource Center
01.2002 - 01.2003
System Support Trainer
Mellon Mortgage Company
01.1996 - 01.1998
Education
Master of Education - M.Ed - Elementary Education and Teaching
Duquesne University
1998
Bachelor of Arts - B.A - Speech Communication and Rhetoric
Penn State University
1992
Skills
- Knowledge Management
- Employee Training
- Reporting & Analysis
- Program Management
- Problem Solving
- Data Governance
- Knowledge Sharing
- Multitasking Abilities
Certification
- KCS v6 Profiles Certification - KCS in Action
- Certified Knowledge Manager (CKM) - KM Institute (KMI)
Technical Skills
Proficient in: Microsoft Office 365 including PowerPoint, Word, Excel, Teams, and SharePoint, Google Workspace, Google Analytics, Salesforce, Camtasia, Audacity, NICE CXone Expert (Mindtouch), Vidyard, Zoom, Slack, and Articulate 360
Volunteer Experience
Upper St Clair Boys Soccer Boosters Vice President
Upper St Clair Boys Soccer Boosters Secretary
Youth Girls Soccer and Softball Coach
Upper St Clair High School Choral Boosters Chairperson
Girl Scout Leader
Timeline
Senior Knowledge Editor
Proofpoint
04.2022 - 02.2024
Content Developer
Proofpoint
04.2019 - 04.2022
Technical Support Representative
Proofpoint Security Awareness Training
01.2016 - 04.2019
Customer Support Representative
Carnegie Learning
08.2011 - 12.2015
Retail Sales Supervisor
Learning Express Toys
01.2008 - 01.2015
Assistant Manager
The Picture People
01.2003 - 01.2008
Private Tutor
Learning Resource Center
01.2002 - 01.2003
System Support Trainer
Mellon Mortgage Company
01.1996 - 01.1998
Master of Education - M.Ed - Elementary Education and Teaching
Duquesne University
Bachelor of Arts - B.A - Speech Communication and Rhetoric
Penn State University
- KCS v6 Profiles Certification - KCS in Action
- Certified Knowledge Manager (CKM) - KM Institute (KMI)
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