Senior Executive – Knowledge Management - Reliance Jio
(2023-03)
- Managed the complete lifecycle of enterprise knowledge assets, including research, documentation, review, validation, publishing, maintenance, and archival.
- Developed and maintained knowledge articles, SOPs, troubleshooting guides, FAQs, and customer support documentation for multiple business processes.
- Managed documentation requests through the ticketing system and shared mailbox, ensuring timely resolution in line with SLA commitments.
- Collaborated with SMEs, business stakeholders, and cross-functional teams to gather requirements, validate workflows, and ensure documentation accuracy.
- Reviewed and published knowledge content while maintaining version control, governance, and documentation standards.
- Conducted business and process research to validate customer journeys, products, and operational workflows prior to publication.
- Analyzed customer feedback, operational trends, and support queries to identify knowledge gaps and recommend process improvements.
- Prepared operational reports and dashboards using Microsoft Excel to monitor publishing performance, documentation quality, and turnaround time.
- Supported advisor enablement through structured knowledge assets that improved issue resolution and operational efficiency.
- Leveraged Generative AI and Prompt Engineering to improve documentation quality and accelerate knowledge creation.
Research Specialist - Cheers Interactive (Now Cognition Solutions)
(2016-05 - 2023-03)
- Conducted secondary research using company filings, industry reports, press releases, and public information sources.
- Reviewed, validated, and published research deliverables in accordance with client editorial standards.
- Maintained metadata and content repositories using CMS platforms to improve information accessibility.
- Performed comprehensive quality reviews to ensure research accuracy, completeness, and compliance.
- Collaborated with internal teams to resolve publishing issues and deliver projects within defined SLAs.
- Maintained research documentation and supported continuous process improvement initiatives.
Social Media Community Manager - Trivone Digital Media
(2015-09 - 2016-03)
- Developed, reviewed, and published digital content across social media platforms.
- Coordinated with clients regarding publishing schedules and business requirements.
- Ensured timely publication while maintaining content quality and brand consistency.
- Monitored engagement metrics and recommended content improvements.
Technical Executive - Physicians Interactive
(2015-02 - 2015-04)
- Supported website and mobile application content publishing.
- Produced operational reports and maintained publishing documentation.
- Updated digital product information to ensure accuracy.
- Assisted with release coordination and publishing support.
Content Executive - V2 Solutions
(2013-09 - 2015-02)
- Processed client work orders and validated content from multiple information sources.
- Conducted metadata research and content categorization.
- Ensured compliance with business rules and quality standards.
- Maintained high levels of production accuracy.
Team Member – Customer Service - FIS
(2012-09 - 2013-08)
- Delivered customer support while adhering to organizational quality standards.
- Maintained accurate customer records and resolved service-related queries.
