Knowledge Management & Enablement Leader

Kristin Sprows Knowledge Management and Enablement Leader 1

KRISTIN SPROWS

336-***-**** *******.******@*****.*** linkedin.com/in/kristinsprows krissprservices.com KNOWLEDGE MANAGEMENT & ENABLEMENT LEADER

Knowledge Strategy Governance KMS Implementation AI & Intelligent Search Content Design Adoption & Enablement Knowledge management and enablement leader with deep experience transforming organizational knowledge into governed, searchable, actionable resources that improve employee performance and customer experience. Expertise includes knowledge strategy, architecture, governance, content development, KMS implementation, integrations, AI-powered search, training, adoption, analytics, and continuous optimization. Combines knowledge management expertise with customer experience, SaaS implementation, operations, and change management. ICMI Women of Impact Award nominee. CORE EXPERTISE

Knowledge Management Strategy & Governance KMS Design & Implementation Knowledge Architecture, Taxonomy & Metadata Content Strategy & Authoring SOPs & Decision Guidance AI-Powered Search & Knowledge Delivery API & Platform Integrations Search Optimization & Findability Knowledge Analytics & Reporting Training & User Adoption Change Management Customer & Employee Experience SaaS Implementation Cross-Functional Leadership PROFESSIONAL EXPERIENCE

SAFE STEP, A FERGUSON COMPANY

Sales Operations Analyst III Knowledge Management, Training & Enablement Leadership June 2025 – Sept 2026 Owned enterprise knowledge management strategy, Knowledge Management System (KMS) implementation, governance, content development, training, enablement, and technology initiatives to improve information accessibility, employee capability, and business performance.

• Led end-to-end implementation and organization-wide launch of an enterprise KMS, including discovery, information architecture, content auditing and development, taxonomy, metadata, governance, feedback processes, training, and adoption. Established a centralized source of trusted operational knowledge by transforming policies, procedures, answers, work instructions, and decision guidance into searchable, user-centered content supported by ownership, review, maintenance, publication, feedback, and continuous improvement practices.

• Achieved 99% KMS engagement in the first week, sustained approximately 98% engagement, and generated 20,000+ article views per month.

• Integrated knowledge into onboarding, ongoing learning, recertification, and performance support while advancing intelligent search, KMS automation, actionable reporting, and AI-powered coaching.

• Implemented Quality Management and Employee Engagement technology incorporating automated call scoring, KPI dashboards, coaching workflows, behavioral and trend alerts, incentives, and peer recognition.

• Connected knowledge, enablement, quality, analytics, and employee feedback to measurable outcomes: 9% increase in appointment set rate, 13% increase in completed appointments year-over-year, and 23% reduction in cancellations. EVERLYWELL

Customer Success Manager — Contract Oct 2024 – Mar 2025

• Managed strategic relationships across a portfolio including two of North America's largest health plans, eight midsize health plans, and consumer diagnostics clients through implementation, program management, enablement, engagement, and reporting.

• Developed role-specific guides, workflows, knowledge resources, and collaborative forums to improve information accessibility, process clarity, knowledge sharing, and cross-functional execution. LIVEPRO

Solutions Consultant Knowledge Management SaaS Feb 2023 – Oct 2024

• Led discovery and requirements analysis across knowledge environments, workflows, content needs, search behavior, governance requirements, and business outcomes; translated findings into solution designs, demonstrations, proofs of concept, implementation strategies, adoption plans, and executive business cases.

• Consulted on structured knowledge, process and decision guidance, information architecture, search and findability, governance, reporting, integrations, adoption, and delivery of trusted knowledge within existing workflows. Kristin Sprows Knowledge Management and Enablement Leader 2

• Accelerated enterprise sales cycles from an average of 14 months to five months for a major retail client and three months for a local government organization; developed executive presentations, ROI analyses, case studies, technical/security resources, and a customized proof of concept and implementation strategy that helped secure a major Massachusetts medical center.

• Supported post-launch adoption and optimization, resulting in an average 10% utilization increase within six months across two key accounts.

• Built trusted relationships that resulted in 100% of North American clients becoming willing references and advocates, directly supporting approximately $250K in new-account revenue. PAYIT

Client Operations Manager Jan 2021 – Feb 2023

• Led client operations, platform implementation, enablement, and knowledge development for state and local government agencies, achieving 100% renewal rates for the State of North Carolina, Guilford County, NC, and Palm Beach and Broward Counties, FL.

• Supported sales and led platform implementation for Orange County, NC; developed SOPs for SLAs, escalations, project communications, UAT, and issue resolution; translated regulatory changes and performance data into actionable guidance and executive business reviews.

AURA TECHNOLOGIES

Operations Manager Aug 2019 – Jan 2021

• Sourced, implemented, administered, and optimized enterprise software solutions while maintaining federally mandated security requirements, including FedRAMP.

• Supported knowledge management, system adoption, documentation, and operational continuity across collaboration, travel, expense, invoice administration, and HR platforms. JUSTWORKS

Customer Success Manager Jan 2017 – Jan 2018

• Achieved 100% client retention and renewal while guiding clients through onboarding, software adoption, education, account management, and evolving business requirements.

• Used reporting, root-cause analysis, and customer feedback to identify knowledge and process gaps, improve customer experience, and expand client partnerships.

QUEST DIAGNOSTICS

Senior Account & Relationship Manager Jan 2015 – Oct 2016

• Selected to strengthen the at-risk Aetna–Quest relationship representing a $22M+ book of business; stabilized the partnership, renegotiated the agreement, reduced service costs, and maintained year-over-year profitability.

• Redesigned account setup, implementation, and QA processes, reducing chronic supply errors from approximately 60 per month to two and negative participant impact from data-feed issues by 85%. CONSULTING EXPERIENCE

KRISSPR SERVICES

Knowledge Management & Technology Consultant

Provide consulting and contract services focused on knowledge management strategy, governance, knowledge and content audits, taxonomy and information architecture, content and SOP development, KMS implementation, SaaS integrations, AI and search readiness, training, adoption, analytics, and continuous optimization. Selected Professional Collaborations: AURA Technologies Cobalt Speech and Language GLG Consulting We Are Rosie Keystone Pictures

ADDITIONAL CUSTOMER EXPERIENCE LEADERSHIP

The Vitality Group — Customer Success Manager Weight Watchers — Strategic Customer Success Manager EDUCATION

West Chester University of Pennsylvania Bachelor of Science, Exercise Physiology

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