Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Mackenzie Krueger

Madison,WI

Summary

Knowledge management and self-service specialist with extensive experience in enhancing customer support through innovative digital solutions. Proven track record in managing knowledge management functions, utilizing KCS® practices to ensure accurate and efficient information distribution. Skilled in creating and maintaining high-quality digital resources that empower customers and improve self-service success. Experienced in transitioning video programs and establishing content standards, training colleagues on best practices to enhance digital resources. Adept at collaborating with cross-functional teams to align initiatives with organizational goals, while leveraging customer feedback to continuously refine support assets. Committed to driving operational efficiency and customer satisfaction through proactive knowledge management strategies.

Overview

13
13
years of professional experience

Work History

Consultant

Thermastor
09.2024 - Current
  • Designed and authored comprehensive chatbot flow architectures, enhancing user interaction and engagement.
  • Successfully developed and completed chatbot flows, ensuring seamless functionality and user experience.
  • Demonstrated proficiency in implementing ChatBot powered by text, optimizing performance and responsiveness.
  • Managed Amazon Storefront inventory, ensuring accurate stock information and effective product visibility.
  • Executed various administrative tasks, supporting operational efficiency and organizational effectiveness.

Self Service Specialist

Zendesk
04.2021 - 11.2024
  • Developed and maintained high-quality digital resources, leveraging internal knowledge to enhance customer experience.
  • Created and curated collections of digital assets to drive customer value and self-service success.
  • Managed and optimized knowledge management functions, including KCS® (Knowledge-Centered Service) practices, to ensure accurate and efficient information distribution.
  • Implemented proactive, predictive, and automated solutions to streamline customer support and increase operational efficiency.
  • Collaborated with cross-functional teams to align digital customer experience initiatives with company goals.
  • Published, curated, and maintained high-quality customer support assets, focusing on areas of high customer effort or confusion.
  • Created and optimized a diverse range of media formats, including written content, video tutorials, guided walk-throughs, to enhance digital self-service resources.
  • Transitioned the video program from Wistia to YouTube, overseeing program management and development.
  • Established a video content standard and trained colleagues in video content standards and production best practices.

Customer Advocate

Zendesk
03.2020 - 04.2021
  • Engaged with customers to resolve inquiries on subscriptions and product use, with expertise in API, Apps, integrations, and Zendesk Sell.
  • Served as Knowledge Champion with the Digital Resources Team, enhancing Help Center content based on customer feedback to improve self-service resources.
  • Authored and refined knowledge content, contributing to a more informative and accessible customer support experience.
  • Maintained expert knowledge of Zendesk products, including Support, Guide, Chat, Bots, Talk, Explore, and Sell.
  • Skilled in managing communications across email, phone, and live chat, addressing both technical and product-related issues effectively.
  • Guided diverse customer groups on optimizing workflows and troubleshooting, with a focused specialization in Zendesk Sell from December 2020 to April 2021.

Associate Customer Advocate

Zendesk
01.2019 - 03.2020
  • Collaborated with customers to address subscription and product inquiries, providing expert guidance on workflow optimization and troubleshooting for Zendesk instances.
  • Maintained extensive knowledge of Zendesk products, including Support, Guide, Chat, Talk, Explore, and related integrations.
  • Demonstrated strong multitasking skills, effectively managing customer interactions across email, phone, and live chat.

Temporary Reception/Front Desk Receptionist

Zendesk
01.2019 - 02.2019
  • Assisted the Workplace Experience Team with daily tasks at the reception desk.
  • Greeted employees and guests warmly and professionally.

Independent Marketing Consultant

07.2018 - 01.2019
  • Collaborate with small businesses to create compelling storytelling & brand messaging
  • Develop and implement effective online marketing program strategies to help clients reach target customers
  • Manage Learning Management System.

Accounts Executive

Assured Leads
05.2018 - 09.2018
  • Exhibited exceptional sales ability and strong interpersonal skills with a confident, and persuasive approach
  • Handled multifaceted telemarketer tasks including data entry, filing, records management, and billing
  • Executed 400 customer calls per day providing excellent customer service responding to customers questions/concerns with a positive and optimistic attitude
  • Continuously demonstrated determination and the drive to work towards the company and personal target goals
  • Created copy & creative content for email marketing campaigns.

Manager, Front of House

Forequarter
06.2017 - 05.2018
  • Liaison between customers, managers, third-party vendors, and corporate office to ensure proper communications and reporting practices
  • Organized the details of special events, collaborated with managers on weekly menu changes, and implemented corporate agendas and itineraries
  • Managed direct vendor relations, generated and maintained inventory for tracking records
  • Hired, scheduled and managed all front of house employees
  • Resolved critical issues in deadline driven, fast paced environment
  • Streamlined restaurant operations, processes and procedures to ensure productivity enhancements.

Marketing Director

Halo, LLC.
04.2017 - 06.2017
  • Effectively completed all administrative office duties and supported CEOs
  • Coordinated and scheduled meetings with internal executives and external clients
  • Created and implemented digital brand campaigns, strategies and advertising programs
  • Worked with marketing team to plan and deploy digital media projects
  • Developed marketing briefs for both internal and external partners
  • Managed client expectations and the implementation of multiple marketing initiatives simultaneously.

Marketing – Social Media Lead

Just Coffee Cooperative
12.2016 - 04.2017
  • Created and designed social media calendars for social media outlets
  • Managed customer service and generated leads for the sales team via social media
  • Creatively designed photographs and videos for social media use
  • Tabled various events, educating consumers on our products and company
  • Monitored project and campaign budgets while providing progress reports to the management team.

Marketing Assistant

Therma-Stor
01.2012 - 12.2016
  • Created and designed e-blasts in Click Dimensions for the sales and marketing team
  • Developed and implemented a social media strategy to increase following and awareness
  • Developed and managed email marketing lists in Microsoft Excel
  • Compiled marketing materials for large trade shows/events and coordinated shipping, electrical and other booth needs
  • Attended trade shows to build brands awareness and generate leads
  • Content development and management for consumer blog in WordPress, including approving comments, tracking statics, and working with several departments within the organization for research on articles
  • Created lists for various CRM needs
  • Designed, created and managed a smart phone APP for sales team to provide customers.

Education

Madison Area Technical College
Madison, WI

University of Wisconsin-Milwaukee
Milwaukee, WI

Skills

  • Knowledge Management: Skilled in KCS® practices, optimizing information distribution, and maintaining digital resources
  • Content Creation & Optimization: Expertise in creating and curating diverse media formats, including written content, video tutorials, and guided walkthroughs
  • Video Production: Transitioned video programs to new platforms, establishing content standards and training colleagues
  • Chatbot Architecture & Development: Proficient in designing and implementing comprehensive chatbot flows to enhance user interaction
  • Operational Efficiency Solutions: Implemented automated solutions to streamline customer support processes
  • Cross-functional collaboration: Worked effectively with diverse teams to align digital initiatives with company goals
  • Customer Engagement: Engaged with customers to resolve inquiries and provide expert guidance, enhancing customer experience
  • Multitasking & Time Management: Demonstrated ability to manage multiple customer interactions across various communication channels
  • Problem-Solving: Guided customers through troubleshooting and optimizing workflows, ensuring effective solutions
  • Adaptability: Flexible in transitioning processes and improving existing workflows based on feedback and performance metrics
  • Communication Skills: Strong verbal and written communication skills, adept at addressing technical and product-related issues effectively

References

  • Jeff Wimberly

General Manager at Thermastor

jwimberly@thermator.com

(608)-320-5879

  • Stephen Fusco

Senior Customer Insights Specialist

sfusco@zendesk.com

  • Ben Van Iten

Senior Self Service Specialist at Zendesk

bvaniten@zendesk.com

  • Madison Hoffman

Director, Self Service, Automation, & Chatbot

mhoffman@zendesk.com

Timeline

Consultant

Thermastor
09.2024 - Current

Self Service Specialist

Zendesk
04.2021 - 11.2024

Customer Advocate

Zendesk
03.2020 - 04.2021

Associate Customer Advocate

Zendesk
01.2019 - 03.2020

Temporary Reception/Front Desk Receptionist

Zendesk
01.2019 - 02.2019

Independent Marketing Consultant

07.2018 - 01.2019

Accounts Executive

Assured Leads
05.2018 - 09.2018

Manager, Front of House

Forequarter
06.2017 - 05.2018

Marketing Director

Halo, LLC.
04.2017 - 06.2017

Marketing – Social Media Lead

Just Coffee Cooperative
12.2016 - 04.2017

Marketing Assistant

Therma-Stor
01.2012 - 12.2016

Madison Area Technical College

University of Wisconsin-Milwaukee

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Mackenzie Krueger