Sheela Marie O.

CX Knowledge & Ops Manager

I am a Customer Experience Knowledge and Operations Manager with experience in knowledge management, CX operations, technical writing, support process improvement, training documentation, workflow optimization, and reporting. I specialize in turning complex product, technical, and operational information into clear, practical resources for customers, support teams, partners, and internal stakeholders. My work includes creating and maintaining customer-facing and internal knowledge bases, SOPs, troubleshooting guides, training materials, process documentation, and operational playbooks. In CX operations, I help teams identify workflow gaps, improve support processes, optimize tools and automations, and build reporting systems that make customer insights easier to track and act on. I have experience working with customer feedback, churn and return reasons, contact drivers, support trends, QA insights, and knowledge base usage to support continuous improvement. My strengths include: * Knowledge base ownership and content lifecycle management * SOP, troubleshooting guide, and training material creation * Technical writing for customer support and internal teams * CX workflow improvement and process documentation * Intercom, CRM, help desk, and support operations workflows * Customer feedback categorization and reporting * Cross-functional coordination with Product, Engineering, Customer Experience, and partner teams * Documentation audits, governance, and quality standards I bring a customer-first mindset, strong attention to detail, and a practical operations approach to every project. Whether you need help building a knowledge base from scratch, cleaning up existing documentation, improving support workflows, creating scalable SOPs, or organizing customer insights into actionable reports, I can help create clear, reliable, and scalable systems that support both your team and your customers.