Kristen Platt
Glendale,AZ
Summary
Dynamic Knowledge Manager at Ring/Amazon with 19 years of progressive experience in content strategy and organizational development. Expertise in leading global teams and executing multimillion-dollar initiatives through innovative, data-driven solutions. Currently directing a team of 15 professionals, focusing on implementing AI solutions and optimizing platform capabilities. Proven ability to transform complex technical information into accessible content, develop high-performing teams, and streamline operational processes to deliver measurable business results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
CS Knowledge Manger
Ring/Amazon
04.2023 - Current
- Led a global content team of 15 professionals managing both internal and external Ring/Amazon knowledge bases
- Led team restructuring initiatives:
- Implemented optimized ticketing system to ensure equitable workload distribution
- Developed metrics-driven approach to measure team efficiency
- Created Monthly Business Review (MBR) framework for enhanced project visibility
- Orchestrated professional development program resulting in promotion of four content associates to Program Manager and other SME roles
- Expanded the team's scope to external Ring content management:
- Partnered with development contractors to enhance platform capabilities
- Implemented AI-driven content optimization strategies
- Streamlined workflow processes and access management systems
- Led development and distribution of critical security/privacy communications:
- Collaborated with legal and security teams on sensitive customer-facing materials
- Maintained strict confidentiality protocols
- Ensured compliance with corporate reputation management guidelines
- Drove operational efficiency improvements:
- Developed data-driven technical troubleshooting strategies
- Reduced content creation complexity
- Enhanced cross-functional collaboration with operational partners
CS Content Program Manager
Ring/Amazon
07.2022 - 04.2023
- Led critical components of a $5M content platform migration and launch, ensuring seamless transition and minimal operational disruption
- Developed and implemented comprehensive Standard Operating Procedures (SOPs), streamlining departmental workflows and increasing team efficiency by 25%
- Engineered data-driven performance tracking systems for the content team, resulting in improved accountability and measurable KPI achievements
- Established strategic partnerships with cross-functional Project and Product Management teams to align content initiatives with organizational objectives
- Designed and launched an innovative Quality Assurance framework, reducing content errors by 60% and improving first-time publication accuracy
- Spearheaded customer-centric improvement initiatives through CSA focus groups, resulting in 20% increase in content utilization.
CS Program Specialist
Ring/Amazon
08.2020 - 07.2022
- Engineered new device replacement protocols that reduced unnecessary exchanges, delivering $3M in annual savings
- Conducted comprehensive data analysis through multiple reporting systems to identify CSAs behavioral patterns and develop strategic solutions
- Successfully managed concurrent high-priority projects while consistently meeting aggressive deadlines
- Led enterprise-wide Translation, and Localization initiative:
- Supervised editing of 1000+ support articles to implement Global English standards
- Coordinated with internal localization teams to facilitate multi-language translations
- Streamlined documentation for international third-party team members
Learning and Development Specialist
Ring/Amazon
07.2018 - 08.2020
- Developed and facilitated global training initiatives for chat support and soft skills development, delivering instruction to international teams through virtual and on-site platforms
- Created and implemented a data-driven 30/60/90-day performance analysis framework to identify training gaps and optimize operational efficiency
- Developed and launched New Hire training program segments, including Agent Segmentation initiative
- Led multiple time-sensitive projects simultaneously while maintaining effective stakeholder communication and meeting critical deadlines
- Pioneered transition of training materials for Continued Education department, enhancing ongoing professional development programs
Training and Development Specialist
Asurion
08.2015 - 07.2018
- Orchestrated comprehensive development programs for technical support and customer service teams, driving performance excellence
- Analyzed and leveraged performance metrics to identify opportunities for targeted skill enhancement
- Designed and conducted weekly coaching sessions to accelerate new technician proficiency and performance
- Implemented structured peer observation program to enhance instructional quality and consistency
- Developed adult-learning focused classroom methodologies and best practices, resulting in improved knowledge retention
- Mentored new trainers and adjunct professors, facilitating professional growth and maintaining instructional standards
- Provided cross-functional training support to multiple business units (LOBs) across various locations
Training Delivery Manager
Convergys
01.2013 - 01.2014
- Led team of 5 trainers supporting DirecTV and AT&T initiatives, ensuring consistent delivery of learning objectives
- Developed and implemented trainer workshops based on classroom observations to enhance adult learning effectiveness
- Analyzed post-training retention metrics to optimize curriculum and delivery methods
- Designed performance improvement solutions that increased learning retention and reduced new hire attrition
- Served as certified Leadership Execution Accountability Performance (LEAP) Champion for site operations
Education
Diploma -
Lindsay Thurber Comprehensive High School
Red Deer, Alberta01.2004
Skills
- Information management
- Cross-functional coordination
- Content curation
- Document management
Certification
- Certificate, Asurion – Associate of Technology September 2015.
- Certificate, Convergys – Convergys Leaders as Coaches Training (CLC) September 2013.
- Certificate, AT&T Leadership Execution Accountability Performance (LEAP) Champion November 2011.
- Certificate, AT&T Mobility Instructor Competencies Workshop May 2010.
- Certificate, Convergys Corporation Training 101, Red Deer, Alberta 2007.
- Certificate, AT&T Mobility New Hire Trainer Certification, Dallas, TX. November 2006.
- Certificate, Convergys Corporation Team Leader Development Training Phase II, Red Deer, ALB 2006.
- Certificate, Convergys Corporation Team Leader Development Training phase I, Red Deer, ALB. 2006.
- Certificate, AT&T Mobility New Hire Training, Red Deer, Canada. 2005.
Timeline
CS Knowledge Manger
Ring/Amazon
04.2023 - Current
CS Content Program Manager
Ring/Amazon
07.2022 - 04.2023
CS Program Specialist
Ring/Amazon
08.2020 - 07.2022
Learning and Development Specialist
Ring/Amazon
07.2018 - 08.2020
Training and Development Specialist
Asurion
08.2015 - 07.2018
Training Delivery Manager
Convergys
01.2013 - 01.2014
Diploma -
Lindsay Thurber Comprehensive High School