Open to opportunities

Helmer Valbuena

@helmervalbuena

Knowledge management and technical documentation specialist coordinating client implementations, ensuring SLA compliance and clear stakeholder communication.

Colombia

Message

What I'm looking for

I’m looking for a client-facing role where I can own documentation and knowledge base operations, coordinate cross-functional implementations, and improve onboarding—while maintaining SLA compliance and turning gaps into clear, actionable processes.

I’m a Knowledge Management & Technical Documentation Specialist who coordinates cross-functional client implementation projects in software environments. I align stakeholders across Supply Chain, Logistics, and EDI teams, keep deliverables on track, and maintain clear project documentation through SOPs, process guides, and milestone trackers.

I manage day-to-day knowledge base operations in Confluence and Azure DevOps, including permissions, content categorization, and template standards. I also document API workflows and EDI transmission processes, facilitate meetings to resolve non-conformities and knowledge gaps, and build onboarding and training materials that improve adoption and reduce ramp-up time.

Experience

Work history, roles, and key accomplishments

Knowledge Management Specialist

Traze Software

May 2024 - Apr 2025 (11 months)

Coordinated cross-functional client implementation projects across Supply Chain, Logistics, and EDI teams to deliver on time and within scope. Managed knowledge base operations in Confluence and Azure DevOps, documented API/JSON/CSV and EDI workflows, and created onboarding materials to improve adoption.

Confluence Azure DevOps Knowledge Base Management SOP Development Stakeholder Management API Documentation JSON CSV Client Onboarding

Customer Account Advisor

BET365

Mar 2024 - Sep 2024 (6 months)

Verified customer identity documents for compliance with platform and regulatory requirements and conducted fraud prevention analysis to mitigate identity fraud risk. Mentored new hires through onboarding training and improved onboarding workflows and internal knowledge sharing.

Identity Verification Regulatory Compliance Fraud Prevention Risk Management Onboarding Customer Onboarding Knowledge Sharing data review

Client Success Specialist

Sutherland Global Services

Nov 2022 - Feb 2024 (1 year 3 months)

Managed client inquiries, complaints, and follow-ups across social media, chat, and email while consistently meeting SLA targets. Coordinated operational tasks, generated reports, maintained accurate customer records, and supported process improvement initiatives.

SLA Management Customer Support Complaint Resolution Data Entry Operational Coordination Process Improvement