Summary
Overview
Work History
Education
Skills
Interests
Work Preference
Software
Timeline
Receptionist
VANESSA BARRERA

VANESSA BARRERA

Knowledge Manager
San Antonio,TX

Summary

Sr Coordinator Web Content/Knowledge Manager with 24 years of P&C experience. Data-driven and methodical problem-solving skills approach while collaborating with internal partners to create, enhance and maintain web content pages, design quality programs and other projects through their life cycle. Proven ability to oversee the governance, optimization and continuous improvement of knowledge management processes. Confident leading others in high-demand situations and proven ability to support multiple projects simultaneously with varying complexity and with excellent focus and strong attention to detail. Excellent written and verbal communication skills with a passion for facilitating learning and exchanging ideas to build strong working relationships. Exceptional team leader committed to helping others succeed with a genuine desire to achieve, excel, and evolve.

Overview

24
24
years of professional experience

Work History

Sr Coordinator

Nationwide Insurance
03.2013 - Current
  • Triage and Complete Recommendations, Projects, and Rush Requests
  • Review Oracle queues for newly submitted RCs, Projects and Rushes and complete updates using KM Writing and Design Standards to align with business goals
  • Gather information from multiple sources such as User Experience sessions to clearly identify content problem areas, create a systematic approach to problem solving, and measure outcomes for incremental value
  • Redesign pages based on customer feedback sessions and User Acceptance Testing to achieve an improved customer experience and defined outcomes
  • Provide BUs information on pages with minimal usage as well as high traffic pages based off data extracted from Oracle for the purpose of collaborating on page layout, design, and overall usage goals
  • Ensure the quality, reliability, efficiency and accuracy of data on all content pages for 24 plus business units we support
  • Create and enforce governance standards for knowledge creation and lifecycle processes
  • Leverage AI, automation, and analytics to drive innovation and create a seamless process for all business partners and customers
  • Collaborate with cross-functional teams such as Communications, Learning and Design and IT through all project work from inception to completion
  • Knowledge Management Training
  • Coordinate and facilitate Knowledge Advance and Oracle training to newly appointed BU SMEs, KM New Hires and all refresher training
  • Build and deploy training content based on user group unique needs to include triaging their own requests, conditional logic, content reviews, and news articles and alerts usage
  • Coach and support BUs post training for continuous discovery, and to further enhance their learning experience to drive improvement
  • Design, develop, and customize training material and curriculum, lead and facilitate learning for recent Cognizant classes joining KM
  • Quality check work, run reports and extract data for analysis to improve training and quality results
  • Support Cognizant associates to ensure adherence to KM standards, and processes to include data quality, efficiencies and usage to create a seamless experience for our customers
  • Version Requests
  • Provide historical page versions commonly regarding Legal Documents (Discovery) Request
  • Automate process, starting with partnering with Business partners to identify VR usage to determine specific needs to evaluate options and generate solutions
  • Collaborated with Workflow Distribution team to research and use critical thinking to create innovative solution to simplify how requests are submitted, processed, and delivered
  • Test and solve technical issues by evaluating specific situations
  • Communicate with internal and external business partners and provide outcomes and robust solutions
  • To date we have been able to consolidate data and shorten the process involved to complete a request from 1-3 business days compared to 5+ days
  • Knowledge Management Quality
  • Conduct quality reviews for page content and design accuracy and ensure Writing and Design standards have been met
  • Provide timely feedback via written communication to include errors found as well as suggestions on improvements
  • Bring common error topics to weekly meetings and facilitate team discussion for consensus and consistency
  • Update content pages when decisions are made to change a process/standard
  • Mentored junior team members, providing guidance on career development opportunities and fostering a supportive learning environment.
  • Optimized resource allocation across projects by closely monitoring progress and proactively addressing potential bottlenecks.
  • Developed comprehensive training programs for new employees, resulting in quicker onboarding times and improved overall performance.
  • Gathered and organized materials to support operations.
  • Built strong relationships with stakeholders through effective communication, leading to increased trust and collaboration.

Sales Coach/Quality Assurance Analyst

Nationwide Sales Solutions
01.2008 - 02.2013
  • Review live and recorded calls and provide feedback on company best practices
  • Conduct Quality training to new hire classes and refresher training.
  • Create and maintain call data library.
  • Provide quality results, feedback and suggestions to business leaders.
  • Provide and present quality reports.
  • Design and facilitate soft skills training and sales best practices.
  • Encouraged the adoption of new sales techniques and technologies to help team members stay ahead in a competitive market.
  • Evaluated sales metrics, identifying areas for improvement and recommending actionable steps toward success.
  • Developed customized coaching plans, addressing specific skill gaps and needs within the sales force.
  • Championed a culture of openness, facilitating transparent communication channels between management levels and staff members.

CSR II

Nationwide Claims Call Center
01.2001 - 11.2007
  • Managed incoming first notice of loss claims for auto, and home.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.

Education

Master of Organizational Leadership - undefined

Ashford University

Bachelor of Arts - Interdisciplinary Studies/Education

University of Texas San

Skills

Meeting facilitation

Project assistance

Discretion and confidentiality

Database management

Project management

Decision-making

Customer service

MS office

Multitasking and organization

Strategic planning

Presenting ideas and plans

Work Planning and Prioritization

Project coordination

Relationship building

Information collection

Process improvement

Problem-solving

Time management

Attention to detail

Clear communication

Team collaboration

Verbal and written communication

Workflow management

Interests

Texas PTSA Executive Board Officer 2010-Current: President, Treasurer, Secretary

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceCompany CulturePaid sick leave401k matchWork from home optionPaid time offCareer advancementPersonal development programs

Software

Dreamweaver, Excel, Fig Jam, Google Docs, Knowledge Advance, Money Minder, Oracle, Power Point, Service Now, Verint, WordTableau,

Timeline

Sr Coordinator

Nationwide Insurance
03.2013 - Current

Sales Coach/Quality Assurance Analyst

Nationwide Sales Solutions
01.2008 - 02.2013

CSR II

Nationwide Claims Call Center
01.2001 - 11.2007

Master of Organizational Leadership - undefined

Ashford University

Bachelor of Arts - Interdisciplinary Studies/Education

University of Texas San

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VANESSA BARRERAKnowledge Manager