Resume

Page

Jay Cooper

Overview

I’m an experienced Knowledge Manager/Analyst/Specialist looking for my next opportunity. In my time at Walmart, I created 4 complete knowledge bases from the ground up. I also maintained knowledge bases for the customer relations team and the public facing walmart.com/help.

I believe generative AI has its place in the knowledge management world and people like me are needed to ensure it has the correct information to pull from, tone, readability, and formatting. It’s a great tool, but there still needs to be a human to watch over it for now.

Skills

  • Knowledge Management
  • Technical Writing
  • Single Source Authoring
  • Microsoft Excel
  • Customer Service
  • WordPress
  • Call Center Quality Assurance
  • Microsoft Word
  • Microsoft Teams
  • HTML and CSS
  • Linux
  • Teaching/Training

EXPERIENCE

WALMART Bentonville, Arkansas
Senior Analyst – Customer Care Technology Operations 2016-2025

  • Authored knowledge content to meet brand requirements for style, tone, and reading level for agents whose first language is not English.
  • Created knowledge bases from scratch for agents supporting Walmart Pharmacies and Vision Centers with insurance and eyeglasses manufacturing issues.
  • Created a knowledge base from scratch for agents monitoring HVAC and refrigeration equipment and dispatching technicians to resolve issues.
  • Authored customer facing content for walmart.com/help.
  • Authored content for Walmart+ promotions and special offers.
  • Worked with teams across the business to document processes agents must follow when resolving customer issues for walmart.com.
  • Authored internal procedures for agents to help customers troubleshoot a variety of devices from Walmart private brands.
  • Authored and proofread mass communications sent to large numbers of customers to address order issues.

EBAY INC. Austin, Texas
Customer Solutions Specialist 2015-2016

  • Help sellers with questions about their performance on the platform.
  • Explain consequences for actions taken on accounts for not meeting customer service expectations. 
  • Part ways with sellers who did not meet expectations. 
  • Vet new sellers to confirm their identity using LexisNexis, suppliers, and item authenticity to set initial selling limits on the platform.
  • Protect consumers from buying counterfeit items or from scam sellers. 

HOSTGATOR.COM Austin, Texas
Supervisor 2011-2014

  • Manage agent day-to-day activities.
  • Provide development feedback.
  • Conduct disciplinary actions.
  • Conduct quality assurance for phone calls and chats.
  • Troubleshoot and resolve customer issues with web hosting issues.
  • Manage call and chat queues to ensure proper coverage.

EDUCATION

HOWARD PAYNE UNIVERSITY, Brownwood, Texas
Bachelor of Arts, English – 1998