Adam Goldstein
About Adam Goldstein
Adam Goldstein is a Knowledge Manager at Haven Technologies, where he has worked since 2021. He holds a Bachelor of Arts in English from the University of North Carolina at Chapel Hill and has extensive experience in knowledge management and customer service across various organizations.
Work at Haven Technologies
Adam Goldstein has been serving as the Knowledge Manager at Haven Technologies since 2021. In this role, he focuses on enhancing knowledge management practices within the organization. His responsibilities include developing and implementing strategies to improve information accessibility and utilization across teams. Adam's experience in knowledge management enables him to contribute effectively to the company's goals.
Education and Expertise
Adam Goldstein earned a Bachelor of Arts degree in English from the University of North Carolina at Chapel Hill. His educational background provides a strong foundation for his expertise in Knowledge Centered Support (KCS) Methodology and Knowledge Gap Research & Fulfillment. Adam is also skilled in SEO Optimization and Social Media Mention Classification & Sentiment Analysis, which complements his knowledge management capabilities.
Background in Customer Service Management
Adam Goldstein has a diverse background in customer service management. He worked as a Call Center Office Manager at Best Western® Hotels & Resorts for one year and served as a Training/Quality Assurance Associate at The Metropolitan Opera Guild for three years. His experience in these roles has equipped him with skills in process simplification and crisis management, particularly in community engagement contexts.
Experience at SiriusXM
Adam Goldstein spent a significant portion of his career at SiriusXM, where he held multiple roles over a span of 15 years. He started as an Instructional Designer/Training Coordinator from 2006 to 2011 and later advanced to Senior Manager, Knowledge Development & Sharing from 2011 to 2021. During his tenure, he developed standardized knowledge base websites and response scripts, which notably reduced call center call volumes and improved customer response times.
Professional Skills and Tools
Adam Goldstein possesses advanced technical knowledge in various tools essential for knowledge management and customer service. He is proficient in Oracle Right Now Service Cloud, Spredfast, Salesforce Knowledge, Social Studio, and Sprinklr. His expertise in these tools supports his ability to analyze customer trends and sentiments, enhancing the overall effectiveness of knowledge management initiatives.