TECHNICAL SKILLS:

Microsoft Office, including Word, Excel and Power Point

Microsoft Visio

SnagIt, Microsoft Paint and Clipping Tool

Adobe Acrobat and Reader

WORK EXPERIENCE:

Confidential

Responsibilities:

• Assigned to complete process of converting or updating existing documentation to proprietary BMO Word template format, submitted to SharePoint repository.
• Worked With SME’s to update content and develop new procedures.
• Short term, remote position contract to assist existing team efforts as project wound down.

Confidential

Sales Associate

Responsibilities:

• Assigned to conduct documentation gap analysis between Retail Help Line and Consumer Care Center inbound call center procedures via Word and Excel spreadsheet reports.
• Provided analysis of procedures as required and utilized SharePoint repository.
• Converted existing documentation to new Word template as required.

Confidential

Documentation Updates and Development

Responsibilities:

• Assigned to locate, identify and write user documentation for Integration Center processes.
• Assisted in developing Workflow process charts, then converted flows to table - based procedures.
• Identified gaps in existing process documentation, met with Subject Matter Experts (SME) to update and write new procedures.
• Formatted existing processes and linked them to other relevant documentation.
• Published documentation packages to a SharePoint-style repository.
• Completed the assignment with presentation to division management team.

Confidential

Process Analysis and Mapping

Responsibilities:

• Contracted to create process flow maps based on existing documentation and staff interviews to provide integration into business rules for new warehouse operations system.
• Created document requirements templates for process flow and procedure development.
• Used Microsoft Visio to create individual process maps for warehouse operations procedures.
• Interviewed SMEs for additional process detail and to define non-documented processes.
• Produced 100+ Visio process maps and inserted them into a Power Point presentation for review.
• Created basic style guide for staff to continue with consistent documentation practices.

Confidential

Responsibilities:

• Assigned to write additional user documentation based on server system upgrades.
• Identified gaps in process and wrote procedures to address missed information.
• Worked with server team to update existing documentation and provide more consistent style.
• Created Microsoft Visio flowcharts for certain process overviews.

Confidential

Responsibilities:

• Developed templates, tracking spreadsheet and Style Guide for project documentation of system integration.
• Wrote standardized procedural and policy documentation for Consumer Retail and Mortgage Home Lending groups, working with Subject Matter Experts (SME) and Training department.
• Assisted Visio developer to produce individual process maps illustrating the procedures.
• Published drafts and completed procedures to Sharepoint repository.
• Developed procedures to consolidate existing documentation into standardized format.
• Created Document Template in Word for a consistent look and style for policy and procedures.
• Compiled a custom CCFI style guide for procedure documentation that covered the template, technical writing disciplines and graphic design.
• Converted over 60 existing procedures into new template and format.

Confidential

Contract writer

Responsibilities:

• Interviewed Project Stakeholders to create high-level Visio process maps for Admissions office.
• Created cross-functional process maps that included general procedure outlines, links to related documents and identification of process gaps.
• Provided recommendations for process streamlining and in-depth procedure and policy documentation.
• Created basic style guide for staff to continue with consistent documentation practices.

Confidential

Instructional Design Writer

Responsibilities:

• Developed, wrote and presented creative concept outlines for local and national clientele.
• Created storyboards and Audio/video scripts for lessons containing Audio Voiceover, Onscreen Instructions and Content scripts for each presentation.

Confidential

Responsibilities:

• Captured and wrote standard operating procedures for processes for the public/private retirement operations and systems.
• Collaborated with SME to define and standardize company operations and procedures at client-based scopes.
• Participated in Visio-based mapping sessions for process mapping and used the maps to create documentation.
• Wrote and formatted internal procedures for online publication in InfoSource, an internal Knowledge Management SharePoint repository.
• Worked with Confidential SMEs, Compliance and Line of Business (LOB) Vice Presidents to develop, update and publish internal mortgage procedures.
• Coordinated series of approval processes for each document from SME to VP approval through to publication.
• Published documentation to SharePoint repository.

Confidential

Managing Editor for outlook

Responsibilities:

• Edited and proof read all editorial content, provided additional content as required.
• Wrote regular columns and features, including Small Pond, a monthly business profile that featured new and existing businesses in the Confidential community.
• References and Sample Portfolios are available upon request.

Confidential

Fulltime Staff Member

Responsibilities:

• Startup company, authored documentation for customer service team.
• Created style guide, Word templates and basic procedural format.
• Developed training materials via PowerPoint.

Confidential

Sales Associate

Responsibilities:

• Freelance music writer for web content.
• Created update documents for ten-office coordination of Customer Associate training classes.
• Worked with trainers and SMEs to validate new training updates, create basic procedures via Word, then adapt Word files to include in Power Point presentation for management presentation.
• Documented development process and provided Quality Assurance testing of website.
• Provided style guide, Word templates and procedure formats for project development.