Marielle Louise Carteciano

Content Development:

• Responsible in coordinating with global stakeholders in article creation and updates.
• Responsible for the governance and maintenance of knowledge assets, ensuring clarity and consistency to minimize escalations due to unclear content.
• Provide expertise and guidance on content creation, including style and tone, and review outputs for quality and accuracy.
• Format HTML code into knowledge articles.
• Manage translation requests according to standard processes.

System Management Responsibilities:

• Conduct regular maintenance checks on the Knowledge Base System.
• Perform testing before and after each system release.
• Create and maintain records of system performance.
• Report issues, defects, and bugs identified by end users for development fixes.
• Gather requirements for system enhancements.
• Manage User Acceptance Testing (UAT) with stakeholder users.
• Create system documentation and facilitate its rollout.

Client Management:

• Train Knowledge Editors and Content Owners on how to create and update articles in ServiceNow.

Content Planning and Analysis:

• Analyze content requirements to ensure alignment with organizational needs.
• Provide insights from employee feedback and data analysis to identify and pursue content-related project opportunities.
• Participate in or lead projects focused on the research, creation, and maintenance of Knowledge Management resources.

• Conduct onboarding and communications training for new joiners.
• Ensure all media channels (SharePoint, Core, and Yammer) are current with the latest announcements.
• Review and update documentation for customer advocates to ensure accuracy and relevance.

• Deliver professional end-user support via telephone and email, ensuring timely and effective resolution of issues.
• Reset and unlock passwords for various application databases, including Active Directory and mainframe banking applications.
• Coordinate with Network Operations Center (NOC) to address and resolve reported malfunctions or outages for applications.
• Assist technicians over the phone with sending commands to ATMs to ensure operational efficiency.

• Address customer complaints related to billing and internet issues, offering effective solutions and alternatives.
• Schedule technician visits for customers experiencing internet outages to ensure prompt resolution.
• Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.

• Assist passengers with flight bookings, ensuring a smooth and efficient reservation process.
• Address and resolve concerns related to refunds and other inquiries to achieve high levels of customer satisfaction.
• Provide comprehensive support throughout the booking process, including changes to itineraries and handling special requests.

• Address customer queries regarding billing statements for products, providing clear explanations and solutions.
• Identified opportunities for upselling additional products or services based on customer needs.