Stanislava Dudchenko

Stanislava Dudchenko  Kyiv, Ukraine  - - Linkedin Summary Experienced professional with over 5 years in content and knowledge management, specializing in building and optimizing scalable documentation systems. Expertise in designing and maintaining Confluence-based knowledge bases, leading migrations to improve accessibility and reduce redundant content. Skilled in analyzing usage patterns, identifying gaps, and enhancing knowledge accessibility to drive team productivity. Adept at cross-functional collaboration, onboarding, and managing external Help Center content. Proficient in Confluence, Jira, and other enterprise tools. Experience Preply Customer Support Training Specialist  preply.com April 2021 - Present Kyiv (remote) Preply – Customer Support Training Specialist Developed and maintained a Confluence-based knowledge base, ensuring support procedures and guidelines were up-to-date, accessible, and contributed to improving team efficiency by over 20%. Designed onboarding program within new LMS tool (Lessonly) for the Customer Support agent onboarding, automating the program and providing first ready-to-go learning program in 3 weeks. Led onboarding programs for 18+ newcomers in batches, increasing training engagement scores by 15% through an enhanced agenda and interactive sessions. Directed a Knowledge base migration, updating 100% of content, reducing duplicate articles from 12 to zero, and achieving a 44% increase in topic coverage within three months. Facilitated 10+ cross-functional workshops, addressing customer concerns and driving product improvements through actionable insights. Streamlined a templates' database, cutting 400+ templates to under 200, improving operational efficiency and reducing retrieval time by 30%. Preply Help Center Manager  preply.com February 2020 - January 2024 Kyiv (Remote) Preply – Help Center Content Manager Managed and optimized Help Center articles for external platforms, ensuring 100% alignment with evolving customer support needs. Collaborated across departments to create and update Help Center articles, meeting 100% of deadlines and enhancing article accuracy by 25%. Translated and proofread content in multiple languages, maintaining a consistent quality score of 95%+ for all published materials. Executed structural improvements to the Help Center, boosting resolution rates by 10% in a quarter through research-driven updates. Preply Customer Support Agent  preply.com November 2019 - Apr 2021 Kyiv (hybrid) Provided customer-centric solutions, addressing 95%+ of user queries on the first contact. Collected and analyzed user feedback to identify systemic issues, driving improvements in product features and support tools. Partnered with product teams, translating customer insights into actionable changes, leading to a 15% increase in user satisfaction scores. Resolved technical issues efficiently, handling an average of 60+ support tickets daily while maintaining a 98% satisfaction rating. Namecheap, Inc Customer Support Agent & Part-time Supervisor  namecheap.com June 2017 - July 2019 Kharkiv, Ukraine Supervised and trained a team of 10+ representatives, improving team performance scores by 20% through targeted coaching and feedback. Enhanced knowledge management, creating and updating internal articles that reduced average issue resolution time by 25%. Delivered exceptional customer service, handling 80+ daily support requests via multiple channels while achieving a 95%+ satisfaction rate. Analyzed and resolved technical issues, working cross-departmentally to address and prevent recurring problems. Prepared new hires for independent shifts, delivering structured training programs that increased first-week productivity by 30%. Skills Knowledge Management Systems Expertise in designing, maintaining, and optimizing scalable knowledge bases, ensuring information is accurate, up-to-date, and accessible. Confluence, knowledge base, content management, documentation systems, scalability Data Governance and Compliance Proficient in implementing governance structures to maintain compliance, data privacy, and documentation lifecycle management data governance, compliance, documentation lifecycle, privacy protocols, regulatory standards Content Migration and Optimization Experienced in leading knowledge base migrations, restructuring systems to improve accessibility and efficiency while reducing redundancies. content migration, platform transition, knowledge restructuring, Intercom, efficiency improvement Analytics and Reporting Skilled in analyzing usage patterns, identifying gaps, and providing actionable insights to optimize documentation systems and workflows. analytics, usage patterns, reporting, actionable insights, system optimization Cross-Functional Collaboration Adept at working with diverse teams to create dynamic knowledge repositories, facilitate onboarding, and drive organizational alignment. collaboration, onboarding, workshops, cross-functional, organizational alignment Education Kyiv National Linguistic University Korean and English Translation References Julia Fursovych Customer Experience Lead at Preply  LinkedIn profile Bachelor's degree