Marcela Gleixner
Program Manager | KCS Certified (2×) | Enterprise Knowledge Operations
My career path: EU Parliament (Parliamentary Assistant) → Blizzard Entertainment (11 years in customer support & KCS implementation) → VMware → EA Games → Microsoft. I specialize in program management for knowledge operations, service delivery, and enterprise transformation.
I connect dots across disciplines, see patterns others miss, and build knowledge systems that empower people to solve their own problems. Bilingual (English/Polish). Always learning. Currently completing AI in Business microcredential.
Quick Facts
📚
Continuous Learner: 8 certifications (KCS, Harvard Analytics, AI in Business, Digital Marketing, Public Admin Masters)
🌍
Bilingual Professional: English/Polish operations, translations, multilingual community management
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Global Remote Work: Multinational teams, cross-timezone coordination
🏛️+💼
Cross-Sector Background: Government (EU Parliament) + Tech (Microsoft, VMware, EA, Blizzard)
VMware • 2022-2024
Built Zero-Budget YouTube Channel → 30K Subscribers
Strategic leader left post-acquisition. I stepped up, built volunteer council of 15 engineers, created 50+ videos with $0 budget. Result: ~25% contact deflection.
$0
Budget Used
30K
Subscribers
~25%
Deflection Rate
50+
Videos Created
Read full story
European Parliament • 2005-2010
Convinced 10% of EU Parliament to Reform Legal Language
Secured 66 signatures from MEPs (out of 785) in 3 weeks for Written Declaration on plain language. Tactic: Asked them to explain their own jargon. When they hesitated, that WAS the argument.
66
MEP Signatures
66%
Conversion Rate
3wks
Timeline
~100
MEPs Approached
Read full story
Education & Certifications
🎓
KCS v6 Practitioner
Knowledge-Centered Service Consortium (2022)
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KCS v6 Fundamentals
Knowledge-Centered Service Consortium (2022)
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AI in Business
Microcredential, In Progress • Linköping University (2026)
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Business Analytics
Certificate • Harvard Business School Online (2023)
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Designing Innovative Services
Certificate • Munster Technological University (2025)
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Digital Marketing
Postgraduate Diploma (EQF Level 7) • Digital Marketing Institute (2021)
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Digital Marketing Strategy
Level 8 Certificate • MTU (2020)
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Public Administration in EU
Master’s Degree (5/5) • Uniwersytet Opolski (2005)
Recognition & Achievements
🏆
CS Heroes Award (4×)
Blizzard Entertainment • Exceptional customer service excellence
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Top 1% Performer EMEA
Blizzard Entertainment • 5 consecutive years
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Photography: Honorable Mention
Love Your Coast 2021 • Irish Examiner & Clean Coasts Ireland
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VMware KB TV
Built YouTube channel to 30K subscribers • 50+ deflection videos
✍️
Knowledge Management Blog
knowledgemanagement.ie • Active writer on KM, AI, service delivery
🏛️
EU Written Declaration
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Content That Empowers
Content isn’t just documentation—it’s empowerment. When customers can find answers that are searchable, understandable, digestible, they don’t need to wait for support. They solve their own problems.
My Approach
Whether it’s a knowledge base article or enterprise documentation, the goal is the same: take something complex and make it accessible to everyone who needs it.
📸
Macro Photography
iPhone 17 Pro macro photography. Capturing extraordinary detail in ordinary moments—dewdrops, insects, textures invisible to the naked eye.
Recognition
Honorable Mention, Love Your Coast 2021 (Irish Examiner & Clean Coasts Ireland). Featured in national media.
View Portfolio →
🤖
AI & Continuous Learning
Currently completing AI in Business microcredential (Linköping University, 2026). Always learning new tech. Run knowledge management blog exploring AI, KCS, and service delivery.
Philosophy
I don’t just talk about AI—I build with it. This portfolio includes an AI chatbot trained on my experience. Try it.
Read My Blog →
