Challenge

For this education partnership organization, maintaining accurate and complete data for over 50 partners and 100 programs across Partner Data Management and CRM systems was a major challenge, particularly for course catalogs, departmental contacts, enrollment dates, and student records. Program documentation was fragmented and often outdated, leading to inconsistencies in course content, miscommunication between departments, and delays in onboarding new coordinators. Without a centralized knowledge base, repetitive questions and workflow bottlenecks slowed progress and increased the risk of errors in public-facing university data.

Solution

I led a structured effort to improve process documentation and knowledge accessibility across teams:

Centralized operational guides: Created and maintained 25+ SOPs and quick reference guides that clarified recurring processes.

Streamlined communication: Implemented standardized workflows within Wrike and SharePoint to ensure version control and reduce duplicate requests.

Improved content accuracy: Collaborated with product, marketing, and partner management teams to ensure university website updates reflected the latest program information.

Facilitated knowledge sharing: Designed a searchable SharePoint library for guides, templates, and best practices, making information accessible across departments.

Performance & Impact

Improved process consistency across 20+ university partner websites.
Enhanced collaboration and accountability by aligning workflows across marketing, content, and project management teams.
Cut onboarding time for new coordinators by 40% through clear, centralized documentation.

"Managing the central repository for program information allows our partner website's to be clear and concise for students during course enrollment."

Knowledge Management of Partner Database