Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Niharika Kumari

Hyderabad

Summary

To contribute meaningfully in a dynamic and growth-oriented environment that values accountability and lifelong learning, by leveraging my domain expertise and continuously enhancing my skills..

Overview

4
4
years of professional experience

Work History

Knowledge Base Manager - Customer Service

DAZN Software Private Ltd.
Hyderabad
05.2024 - Current
  • Knowledge Management & Content Creation: Developed and managed diverse support materials (articles, process flows, FAQs) using Zendesk and Confluence for customer service agents across global markets (Italy, Spain, Japan, and DACH).
  • Internal KB Enhancement: Designed UI/UX requirements, pathways, and architecture for the internal Knowledge Base (KB) page, tailoring the structure to support agent needs and regional requirements, thereby improving efficiency.
  • Project Management & Process Improvement: Initiated and implemented a streamlined ticketing system for content creation requests, replacing inefficient email and chat processes. Led strategic projects focused on business readiness and cross-functional alignment.
  • Technical Skills & Cross-Team Collaboration: Learned and applied HTML coding to create enhanced article features (e.g., accordion views) for a cross-team project with the external help of the article team.
  • Performance Analysis and Content Strategy: Analyzed KB usage data and agent feedback to implement continuous improvements, and ensure content relevance. Conducted regular content reviews and updates.
  • Marketing & Communication: Enhanced agent and trainer awareness of KB resources by creating and promoting dedicated SharePoint sites through emails, newsletters, and storyboards. Developed a phrase bank to aid agents in resolving customer queries.
  • Stakeholder & Operations Collaboration: Worked closely with Customer Service Operations and diverse global teams to ensure agent readiness, provide support and training (covering sports like the NFL, boxing, and La Liga), and adapt materials to local market nuances.

Senior Knowledge Management Analyst

Deloitte
07.2020 - 09.2023
  • Content & Knowledge Management: Managed the end-to-end lifecycle of high-value content (Proposals, Client Deliverables, Thought Leadership), ensuring compliance, applying SEO techniques for discoverability, and utilizing taxonomy/tagging for curated collections.
  • Project Management: Successfully managed multiple projects, defining scope, developing guidelines, assigning tasks, monitoring progress, and reporting status to leadership, consistently exceeding stakeholder expectations.
  • Stakeholder Engagement & Communication: Acted as the primary contact for stakeholder communications (including team mailbox and ServiceNow tickets), assessing needs, providing solutions, and sharing monthly data analysis reports with management.
  • Training & Mentorship: Mentored new team members, conducted process training, developed best practices, and spearheaded the transformation of text manuals into engaging audio-visual courseware on SharePoint.
  • Subject Matter Expertise: Served as SME for Tax, Legal, and Operate offerings, resolving stakeholder queries, creating guidelines, and managing high-priority requests.
  • Platform Management & Testing: Managed content publishing on MS Stream and SharePoint, including platform migration support. Conducted platform testing for content transition to a new Azure-based system.
  • Achievements: Received multiple awards (Spot, Applause) for process knowledge, performance, project management, and stakeholder communication. Promoted successively to Direct Publisher, Quality Assurer, and Senior Analyst.

Business Development & Marketing Intern

Zolostays Property Solutions Pvt. Ltd.
03.2019 - 06.2019
  • Conducted market research and competitive analysis.
  • Supported brand-building through brochure/pamphlet design and promotional events.
  • Negotiated vendor contracts for printing and event management.
  • Performed Demand Supply Analysis (DSA) and Financial Modeling.
  • Provided actionable insights directly to founders.

Education

PGDM - Marketing

Institute of Management Technology
Hyderabad

BBA -

Dr. Jagannath Mishra College
Muzaffarpur

12th - Commerce

Saint Joseph School
Bhagalpur

10th -

Mount Carmel School
Bhagalpur

Skills

  • Knowledge management and content creation
  • Project management
  • Data analysis
  • Stakeholder engagement
  • Process improvement
  • Training and onboarding
  • Marketing communication
  • UI/UX design
  • Zendesk and Confluence expertise
  • SharePoint and Microsoft Office proficiency

Certification

  • Mind Mapping for Business Analysis and Project Management
  • Six Sigma: Green Belt
  • Zendesk Customer Service Professional Certificate
  • SharePoint Online Essential Training (Basics & Beyond)
  • Microsoft Power BI
  • Business Development Foundations: Researching Market and Customer Needs
  • Academic Research Foundations Quantitative
  • E-Learning

Accomplishments

Spot award: For strong process knowledge, consistent performance week over week

Applause Award: For becoming a direct publisher and showcasing great commitment, enthusiasm, and patience in dealing with the process, while managing other ad hoc work, by eventually giving a quality product to the end users

Applause Award: For becoming a QA, managing new hire training, and end-to-end project management

Spot Award: For handling the team mailbox, effectively communicating, and addressing stakeholder queries and priorities, along with core responsibilities

Timeline

Knowledge Base Manager - Customer Service

DAZN Software Private Ltd.
05.2024 - Current

Senior Knowledge Management Analyst

Deloitte
07.2020 - 09.2023

Business Development & Marketing Intern

Zolostays Property Solutions Pvt. Ltd.
03.2019 - 06.2019

PGDM - Marketing

Institute of Management Technology

BBA -

Dr. Jagannath Mishra College

12th - Commerce

Saint Joseph School

10th -

Mount Carmel School

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