Open to opportunities

Elizabeth Mantone

@elizabethmantone

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Learning & Knowledge Management Specialist improving onboarding and AI-enabled training through data-driven systems.

United States

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What I'm looking for

I’m looking to own knowledge systems and learning programs that improve onboarding speed and self-service quality. I want to partner cross-functionally, use data to find bottlenecks, and build AI-enabled training that raises performance and reduces customer contact.

I’m a Learning & Knowledge Management Specialist with 5+ years optimizing knowledge systems, onboarding processes, and AI-enabled training programs. I led a full knowledge-base migration from Confluence to Zendesk—auditing, refreshing keywords, retiring outdated articles, and updating layouts—to streamline article management company-wide.

I also build learning experiences end-to-end: I produced 20+ training videos and learning paths to onboard teams onto new platforms, and I cut new-hire onboarding time in half (60 to 30 days) while reducing customer contact by 15%. In addition, I designed AI-enabled customer service training by gathering employee performance data, identifying workflow bottlenecks, and establishing KPIs and targeted improvement goals.

Experience

Work history, roles, and key accomplishments

Knowledge & Content Coordinator

Thrasio

May 2023 - Jun 2026 (3 years 1 month)

Led Thrasio’s knowledge-base migration from Confluence to Zendesk and reorganized content to streamline article management company-wide. Produced training videos and learning paths and designed AI-enabled customer service training using employee performance data, KPIs, and improvement goals.

Knowledge Management Confluence Zendesk E Learning Curriculum Development Adobe Creative Cloud AI Training Customer Service Training Data Analytics KPIs Disprz Salesforce Qualtrics

CX Analyst

Thrasio

Oct 2020 - May 2023 (2 years 7 months)

Spearheaded the newly created Customer Obsession Associate (COA) team, partnering with management to automate workflows and establish SOPs. Built training and onboarding materials and improved self-service support operations, reducing customer contact by 15% and new-hire onboarding time from 60 to 30 days.

Customer Obsession Associate Workflow Automation SOP Development Video Production Slack Zendesk Disprz Tier 1 Support Self Service Optimization

Customer Support Specialist

Vista Higher Learning

Sep 2017 - Oct 2020 (3 years 1 month)

Managed and audited higher education sales rep accounts, including handling access errors, invoices, and account renewals. Resolved student access issues for a foreign language program by issuing temporary codes and partnering on root-cause analysis to prevent recurring connectivity problems.

Account Management Sales Support Invoice Processing Renewals Schedule Coordination Troubleshooting Root Cause Analysis Student Support

Author Events Specialist

Hachette Book Group

Mar 2007 - Sep 2017 (10 years 6 months)

Built and maintained a daily reporting framework processing 30–80 account cases per day, demonstrating data discipline and priority management at volume. Drafted client correspondence and built relationships across organizational levels to support stakeholder management and communication.

Reporting and Management Case Processing Client Communication Stakeholder Management Cross Functional Communication