Centers Of Expertise (COE)

Both as a Consultant and Senior Consultant in the technical area for LexisNexis proprietary software I served on Centers Of Expertise (COE) as a member and as a COE Lead. The purpose of the COE was to provide updated and historic information about proprietary LexisNexis software to technical customer service representatives so they could handle calls coming in from customers. COE members attended meetings with software developers on existing and soon to be released software in order to capture the information necessary for customer service reps to handle calls from customers. The information would be released in formal classroom training sessions and then stored in a knowledge base for customer service reps to use during calls.