Role: KCS Program Manager
Timeline: 2019–2025

Overview: Spearheaded Knowledge-Centered Service (KCS) and Knowledge Management (KM) strategies at Broadcom, embedding a knowledge-driven culture through Symantec and VMware acquisitions. Helped transform support.broadcom.com into a robust self-service platform by leveraging KCS methodologies, AI-driven tools, and comprehensive KM practices to enhance accessibility, collaboration, and adoption.
Impact:

• Reduced support volume by 10-25% across product teams by implementing KCS practices, optimizing knowledge creation, and improving article findability with SearchUnify and Google analytics.
• Led global adoption for 1,500+ KCS Publishers and 300+ Coaches, fostering a collaborative environment that elevated knowledge quality, streamlined content workflows, and ensured consistency during acquisitions.
• Developed AI-driven KM solutions, including custom Python scripts with ChatGPT, Grok, and Cursor AI, to automate knowledge access, audit sensitive data, and track performance metrics like click-through rates and broken links using KH Coder text mining.
• Managed an AI chatbot on WebEx and Zoom platforms, handling 1,000+ daily interactions, integrating intelligent search with a unified KCS knowledge base to boost CSAT to the mid-90s.
• Enhanced KM processes by coaching teams on content readability, metadata tagging, and quality assurance, ensuring knowledge articles were actionable and user-focused.

Highlights:

• Navigated high-stakes acquisitions to deliver measurable KM improvements, cutting Time to Resolve (TTR), reducing case volume, and elevating customer satisfaction through a scalable, KCS-driven knowledge ecosystem.