NWNickolas Wolf
@nickolaswolf
Experienced professional in content and knowledge management.
UkraineWhat I'm looking for
With over 5 years of experience in content and knowledge management, I specialize in building and optimizing scalable documentation systems. My expertise lies in designing and maintaining Confluence-based knowledge bases, leading migrations to improve accessibility, and reducing redundant content. I have a proven track record of analyzing usage patterns, identifying gaps, and enhancing knowledge accessibility to drive team productivity.
In my current role as a Customer Support Training Specialist at Preply, I developed a Confluence-based knowledge base that improved team efficiency by over 20%. I also designed an onboarding program that automated training for new Customer Support agents, increasing engagement scores by 15%. My ability to facilitate cross-functional workshops and streamline processes has consistently led to improved operational efficiency and enhanced team performance.
Experience
Work history, roles, and key accomplishments
PRCustomer Support Training Specialist
Preply
Apr 2021 - Present (4 years 1 month)
Developed and maintained a Confluence-based knowledge base, improving team efficiency by over 20%. Designed an onboarding program for Customer Support agents, enhancing training engagement scores by 15%. Led a knowledge base migration, achieving a 44% increase in topic coverage.
PRHelp Center Manager
Preply
Feb 2020 - Jan 2024 (3 years 11 months)
Managed and optimized Help Center articles, ensuring alignment with customer support needs. Collaborated across departments to enhance article accuracy by 25% and executed structural improvements that boosted resolution rates by 10%.
PRCustomer Support Agent
Preply
Nov 2019 - Apr 2021 (1 year 5 months)
Provided customer-centric solutions, resolving 95%+ of user queries on first contact. Collected user feedback to drive product improvements, leading to a 15% increase in user satisfaction scores.
NICustomer Support Agent & Part-time Supervisor
Namecheap, Inc
Jun 2017 - Jul 2019 (2 years 1 month)
Supervised and trained a team of 10+ representatives, improving performance scores by 20%. Enhanced knowledge management, reducing average issue resolution time by 25% while maintaining a 95%+ satisfaction rate.
Education
Degrees, certifications, and relevant coursework
Kyiv National Linguistic University
Bachelor's degree, Korean and English Translation
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