Roland Eric Realubit

Knowledge Management specialist with more than 7 years of KM experience across SaaS support, IT service management, and cybersecurity governance. Highly skilled in knowledge lifecycle practices, knowledge base optimization, and analytics-driven content strategy.

Proven track record of improving knowledge adoption and use, reducing support friction, increasing content satisfaction ratings, and aligning documentation with business and user needs. Strong background in cross-functional collaboration, performance reporting, and continuous improvement initiatives.

KB Technical Writer & Knowledge Specialist/Strategist at Various Clients (2024-03 – Present)

• Produced and maintained help centers and user documentation for SaaS products
• Identified content gaps using support trends, search analytics, and user feedback signals
• Standardized documentation structure, taxonomy, and formatting across multiple client environments
• Evaluated content performance using knowledge utilization metrics and analytics
• Turned complex workflows into clear, user-facing, and internal documentation
• Established documentation standards, templates, and procedures
• Partnered with operations support, product teams, and stakeholders to align content with real user needs
• Increased AI chatbot answers CSAT by 25% (from 2.7 to 3.4) through targeted content improvements
• Reduced tutorial video production time by 50–75% (from 1–2 hours to ~30 minutes per video) through the development of a semi-automated workflow

Knowledge Specialist at IBEX Global Philippines (2023-10 – 2024-03)

• Managed and maintained client KB, ensuring content accuracy, structure, and accessibility
• Used support trends, feedback signals, and usage metrics to improve content usability and effectiveness
• Collaborated with cross-functional teams to support new initiatives, process updates, and documentation needs
• Reported on KB performance, including trends in knowledge use and its correlation with agent KPIs, content quality scores, and recommended action plans for improvement
• Validated through data that using the KB that exists outside Citrix improves average QA by 3-5%, but causes AHT to go above threshold, leading to KB integration into the internal toolkit called Universal Agent Guide (UAG) to resolve the tradeoff
• Repositioned the KB as a supplemental resource to help less tenured agents better understand workflows and procedures contained in the UAG

IT Security Analyst - Technical Writer (Governance) at Citco Group Ltd (2021-12 – 2023-08)

• Maintained IT security documentation and SOPs aligned with ISO 27001 and related frameworks, ensuring accuracy and audit readiness
• Managed the IT Security GRC security document base, organizing content, controlling access, and enabling structured reuse of information
• Led IT security governance reporting and cybersecurity awareness initiatives, including newsletters, phishing simulations, and security awareness training to support risk reduction
• Created phishing simulation strategies that highlighted training gaps and collaborated with training and content teams to enhance security training materials, subsequently reducing risky user actions by approximately 5%.

IT Knowledge Specialist (IT Service Desk) at JLL Business Services (2019-11 – 2021-12)

• Managed the end-to-end knowledge lifecycle, applying the KCS v6 double-loop principle and ITIL KM practices
• Developed and maintained application support knowledge bases across regions and supported applications
• Tracked and reported on knowledge performance metrics, including use, content quality, and operational impact
• Updated and refined SOPs, workflows, processes, and style guides, centralizing these assets while ensuring consistency, accessibility, and controlled access
• Key player in transitioning the support team and processes from an on-shore provider to JLL Business Services Manila through training, documentation management, and KB management practices and initiatives
• Established the Knowledge Growth metric to track individual contributions to building the KB, ultimately achieving an average %-to-goal of 150% at its peak

Learning Specialist / Quality Analyst at TELUS International Philippines (2015-10 – 2019-10)

• Developed and maintained training content and help center articles using CCMS and LMS platforms
• Delivered onboarding and upskilling programs to train new hires and improve agent performance
• Evaluated training effectiveness using performance and completion metrics
• Analyzed customer interactions to identify content and process gaps to support improvement initiatives
• Conducted structured coaching sessions with team members to help them meet or exceed their quality performance goals

Senior TSR and Case Manager at Stream Global Services (Convergys Philippines) (2010-10 – 2015-10)

• Provided Level 1 and 2 technical support for computer and mobile devices, diagnosing and resolving consumer and business issues
• Met service level agreement (SLA) targets for case management, response times, and resolution performance
• Supported case management operations, including analysis, case distribution, escalations, audits, and team coaching
• Contributed to continuous improvement through upskilling initiatives to enhance troubleshooting efficiency and service quality

BA in Communication – Philippine Women's University

BS in Agricultural Economics – Up Los Baños