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Hope Ackley

@hopeackley

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Knowledge Management and L&D specialist driving accessible, actionable content.

United States

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What I'm looking for

I seek a role where I can lead KM and L&D initiatives, improve content accessibility, collaborate with SMEs, and drive measurable learning and operational improvements.

I am a results-driven Content Specialist with a decade of hands-on experience in Knowledge Management and Learning & Development, skilled at designing, developing, and maintaining knowledge bases using KnowledgeOwl to improve operational efficiency and user adoption. I collaborate with SMEs, analyze engagement and reports to identify knowledge gaps, and streamline content workflows to ensure accurate, accessible information for training and operations.

I have led teams as a shift leader and trainer, created comprehensive training programs and Paths to Success, and contributed to continuous learning cultures through technical writing, policy development, and instructional design support. I hold a Knowledge Management Certification from ATD and have presented for KnowledgeOwl and CAM-X, demonstrating my commitment to sharing best practices and improving organizational learning.

Experience

Work history, roles, and key accomplishments

Current

Content Specialist

Current

EverService

Jul 2022 - Present (3 years 2 months)

Spearheaded development and maintenance of KnowledgeOwl knowledge bases (9+), streamlined content request workflows, and used engagement reports to close knowledge gaps and improve content accessibility and training support.

Knowledge Management KnowledgeOwl Technical Writing Content Strategy Data Analysis Process Improvement

Shiftleader / Trainer

Mainline TeleCommunications

Aug 2019 - Jul 2022 (2 years 11 months)

Led teams of agents and dispatchers, designed onboarding programs and Paths to Success, conducted virtual training, and coached staff to improve performance and operational compliance.

Training Delivery Onboarding Coaching Performance Management Policy Development Customer Service

Senior Dispatcher / Trainer

Mainline TeleCommunications

Nov 2015 - Aug 2019 (3 years 9 months)

Managed operations floor in absence of leadership, delivered comprehensive new-hire training, developed training materials, and resolved client complaints to maintain service quality.

Dispatch Operations Training Development Customer Service Leadership SOPs Scheduling

Fresh Food Manager

Wawa

Sep 2014 - Sep 2015 (1 year)

Managed deli operations including inventory, quality control, scheduling, and waste analysis to optimize profitability and product quality.

Inventory Management Quality Control Scheduling Food Safety Sales Analysis Team Supervision Customer Service

Shift Manager

Wawa

Aug 2012 - Nov 2014 (2 years 3 months)

Oversaw daily store operations, delegated tasks, managed register functions, and ensured efficient food service and task completion across shifts.

Task Delegation Customer Service Operations Team Coordination Compliance

Customer Service Representative

Safelite Auto Glass

Jan 2010 - Sep 2012 (2 years 8 months)

Provided customer service, managed scheduling and routing for technicians, and oversaw shop operations in manager's absence to maintain service continuity.

Customer Service Scheduling Dispatching Routing Communication Problem Solving