Knowledge Management Specialist for Meta — Accenture Pte Ltd
May 2022 - Apr 2023
Managing knowledge repositories, facilitating knowledge transfer, case studying.
Developing and implementing knowledge management strategies to promote information sharing and collaboration across the organisation, ensuring contents are up to date by editing and reformatting content.
Collaborating with cross-functional teams to identify and implement solutions for knowledge management challenges.
Written over 300 Knowledge articles per phase, across various products, for Tier 1 and 2 level Analysts for troubleshooting.
Designing and implementing new process workflows and standard operating procedures (SOPs) to optimise business operations.
Knowledge learning, application and research across various products, providing knowledge and know-how training for new team members.
Business Process Analyst for Meta — Accenture Pte Ltd
Aug 2019 - May 2022
Learning and training for different aspects of advertisements by Meta (i.e. Political Ads, UI, UX, Video Ads, Instagram, Whatsapp, Delivery, Metrics reading, Business Ads, etc.)
Analysing and optimising business processes across different teams and departments within the company
Providing Tier 2 level technical support for Meta's business clients by identifying issues, analysing and resolving, using Meta's diagnostic tools and ITIL
AppleCare Technical Support Advisor — Apple South Asia Pte Ltd
Jul 2017 - Aug 2019
Provided phone tech support for customers (APAC, NZ, Australia)
iOS and Mac training and troubleshooting
Troubleshoot technical problems and identifying solutions for customers using Apple's diagnostic tools and resources.
Ensuring that all customer interactions are handled with the utmost professionalism and in accordance with Apple's customer service policies and guidelines.
Education
Bachelor of Arts in English Language — Singapore University of Social Sciences
