Customer Success Content Strategy

Karol Palmer

SENIOR KNOWLEDGE MANAGER

Fort Collins, CO 720-***-**** *****.******.****@*****.*** linkedin.com/in/karol-palmer BACKGROUND

Senior Knowledge Manager with expertise in content strategy, knowledge base development, and user-centered design. I specialize in transforming complex systems into scalable, intuitive knowledge experiences that support both customer success and internal efficiency. With a proven track record in enterprise content initiatives, knowledge governance frameworks, and cross-functional leadership, I bring a strategic yet human-centered approach to everything I build. Often described as a “content whisperer” and trusted team leader, I thrive in ambiguous environments and deliver measurable, high-impact results. EXPERIENCE

Content Team Manager Hilton Hotels (Reservations Customer Care) June 2022 - May 2025

• Lead end-to-end content strategy and operations, including curation, delivery, governance, and systems management.

• Managed and mentored a high-performing team of Content Creators delivering clear, customer-focused content across global platforms for internal and external audiences.

• Partnered cross-functionally to identify content gaps, improve accuracy, and elevate user experience through strategic alignment and content innovation.

• Leverage data and insights to define quality standards, optimize search and global content performance, and evolve tools, processes, and style guidelines.

• Simplify complexity into intuitive, user-friendly content, driving continuous improvement in site architecture, layout, and user engagement.

KEY ACCOMPLISHMENTS

• Enhanced Salesforce KMS: Aligned taxonomy, workflows, and search functionality to business goals which resulted in a 54% increase in user engagement at point-of-need.

• Developed brand-specific style guide: Standardized tone and formatting across platforms, reducing content discovery time by 35% and saving 72,500 hours/$1.08M annually.

• Launched Employee Engagement Program: Identified and resolved key content gaps leading to a boost in agent participation by 75% and improved usability metrics by 20%. Online Content and Communications Manager Walmart Inc. October 2016 - June 2022

• Built and maintained internal knowledge bases and external support content, driving improved access to critical information.

• Enhanced proprietary content management systems through strategic integrations and process optimizations.

• Led cross-functional communication efforts to reduce defects and improve clarity across internal and customer-facing channels.

• Collaborated with stakeholders to identify content gaps, align strategy, and document scalable best practices.

• Managed content improvement initiatives, ensuring alignment with evolving business goals and user needs.

• Directed high-impact projects supporting key business functions, driving strategic objectives and measurable outcomes. KEY ACCOMPLISHMENTS

• Established content standards: Owned writing guidelines, style manuals, and tone policies across all platforms, achieving Flesch Reading Ease scores of 70-100.

• Rebuilt Walmart Help Centers: Delivered over 300 customer-facing content elements during a full redesign and migration.

• Unified digital content: Project-managed launch of Marketplace + Pickup & Delivery experience which produced 250 internal articles, 50 help center docs, 100 chatbot flows, and 200 support templates.

• Improved content quality across 1,845+ templates, leading to a 45% reduction in contacts per order and 9% rise in customer satisfaction.

• Owned CMS/CRM strategy and integration, improving taxonomy, search accuracy, and ROI visibility across key platforms. SKILLS

Leadership & Communication

Team Coaching • Cross-Functional Collaboration • Conflict Resolution • Emotional Intelligence • Presentation Skills • Stakeholder Alignment

Content Strategy & Operations

Content Governance • Knowledge Management • UX Writing • Information Architecture • Content Lifecycle Management • Style Guide Development

Tools & Platforms

Salesforce Knowledge • Confluence • Zendesk Guide • SharePoint • Microsoft 365 • Google Workspace • CMS Platforms Analysis & Optimization

Data-Driven Strategy • Content Performance Metrics • Search Optimization • Process Improvement • Customer Feedback Analysis COURSEWORK AND TRAINING

High School Diploma - Greeley West High School, 2009

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