Empowering Excellence
Martin Hobratschk, CEO
As a Certified Knowledge Manager with more than 20 years of experience in technical and customer support contact center operations, I bring a unique blend of expertise to knowledge management (KM).
I began my professional career as a daily newspaper reporter, where I honed my research, communication, and storytelling skills, allowing me to create clear, concise, and engaging knowledge content.
From my customer support KM and training experience at IBM, Apple and Google, I have a deep understanding of contact center business needs and pain points, and possess strong problem-solving abilities to bridge the gap between subject matter experts and support agents.
Experience
25 years of experience in customer and technical support contact centers with Google, Apple and IBM.
Reduced costs by implementing knowledge programs that drove contact center agent efficiency.
Increased customer support agent performance by 29 points through implementing a KM strategies using Salesforce Knowledge, Amazon Q and other tools.
Led the development and implementation of KCS programs at Google Cloud Support and SunPower, improving knowledge sharing and content quality.
Built and managed high-performing KM teams delivering content to contact centers across the Americas, Europe and APAC regions.
Developed and delivered training programs for customer support agents, operational staff and partners at Apple, Google Nest, Google Cloud and SunPower.
Developed and implemented customer service contact center policies and strategies at Apple and Google Nest
Skills
Certified Knowledge Manager - KM Institute (KMI)
KCS Fundamentals v6 Certified - Consortium for Service Innovation
Salesforce
Microsoft Sharepoint
Atlassian Jira and Confluence
Content Creation & Editing
Curriculum Development
Training Delivery
Customer Support Management
Team Leadership & Training
Client Management