Sarah Minchey
Tooele,UT
Summary
Experienced Knowledge Base Administrator with expertise in managing large-scale knowledge repositories, improving content usability, and driving cross-functional collaboration. Seeking to leverage analytical and technical skills to enhance content accuracy, increase searchability, and streamline knowledge management processes.
Overview
10
10
years of professional experience
Work History
Knowledge Base Administrator
Beyond Inc.
08.2021 - Current
- Oversee the management and continuous improvement of internal and external knowledge bases for Bed Bath & Beyond, Overstock, and Zulily
- Improved knowledge usability by 25% through optimization of keyword searches, content restructuring, andconsolidation of articles to reduce search time for end users
- Ensured accuracy and relevance of 400+ knowledge articles, updating them based on user feedback, analytics, and content reviews
- Led cross-functional projects to enhance knowledge accessibility, collaborating with customer service, product teams, and technical support to meet evolving business needs
- Analyzed data to identify content gaps and created new articles, resulting in a more comprehensive knowledge repository
- Consistently met deadlines for content updates and delivered projects on time, ensuring smooth information flow across teams
Strategy Specialist
Beyond Inc.
05.2019 - 08.2021
- Managed the development and maintenance of Overstock’s customer service knowledge base and external help center content
- Reduced call floor escalations by 15% by streamlining knowledge access through article simplifications and improved search functionalities
- Created and distributed company-wide training materials, including reference guides and product information, to support customer service agents
- Collaborated with teams across departments to resolve content issues, ensuring that information was accurate, relevant, and easy to access
- Developed SharePoint pages to provide centralized resources for customer care teams, increasing information retrieval efficiency
Quality Assurance Specialist
Beyond Inc.
01.2015 - 05.2019
- Provided actionable feedback to improve customer interactions and overall service quality
- Developed and maintained Excel dashboards that provided high-level insights into customer service quality trends
- Assisted in creating Beyond Inc.'s Quality Assurance program, supporting continuous improvements in customer interactions
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Recognized for exceptional performance with EOM honors in March 2019
Education
High School Diploma -
Tooele High School
Tooele, UT09-2007
Skills
- Presentation Creation
- Information Management
- Knowledge Base Management (Salesforce CRM)
- Content Optimization & Usability Improvements
- Project Management & Cross-Department Collaboration
- Data Analysis & Reporting (Excel, Power Query)
- Process Improvement & Workflow Optimization
- Keyword Search Optimization
- Training Development & Facilitation
- Quality Assurance & Customer Experience
Timeline
Knowledge Base Administrator
Beyond Inc.
08.2021 - Current
Strategy Specialist
Beyond Inc.
05.2019 - 08.2021
Quality Assurance Specialist
Beyond Inc.
01.2015 - 05.2019
High School Diploma -
Tooele High School
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