Vanesa B. Urcelay
About Vanesa B. Urcelay
Vanesa B. Urcelay is the KMS Product Lead at KMS Lighthouse, where she has worked since 2020. She specializes in enhancing customer and employee experiences through AI-enabled search solutions.
Work at KMS Lighthouse
Vanesa B. Urcelay serves as the KMS Product Lead at KMS Lighthouse, a position she has held since 2020. In this role, she focuses on enhancing customer and employee experiences through AI-enabled search functionalities across service and sales channels. Urcelay is responsible for helping clients integrate KMS Lighthouse's knowledge management system into their customer communication frameworks. Her work aims to elevate key performance indicators by providing real-time access to consistent knowledge, enabling both customers and agents to find instant answers to various inquiries.
Previous Experience at Udemy
Prior to her current role, Urcelay worked at Udemy as the Interactive Customer Experience Manager from 2016 to 2019. In this position, she focused on enhancing customer interactions and improving overall user satisfaction. Her experience at Udemy contributed to her expertise in customer engagement and experience management.
Career at Tata Consultancy Services
Urcelay began her career at Tata Consultancy Services, where she worked as a Staff Training & Instruction Design professional from 2010 to 2013. During her tenure, she developed training programs and instructional materials aimed at improving employee performance and knowledge retention.
Role at Cognizant
Following her time at Tata Consultancy Services, Urcelay joined Cognizant as an Employee Engagement Specialist from 2013 to 2016. In this role, she focused on strategies to enhance employee engagement and satisfaction within the organization, contributing to a positive workplace culture.
Education and Expertise
Urcelay studied at the University of Florida, where she earned a Bachelor of Business Administration (BBA) from 2008 to 2010. Her educational background in business administration has provided her with a strong foundation in management principles, which she applies in her current and previous roles.