SUMMARY:

• Technical writer and business systems analyst and with track record of developing solutions that optimize operations, customer satisfaction, and financial performance. Passionate about user requirements, creative content, data - driven analysis, envisioning new solutions, and collaborating across organizations.
• Process: Reduced partner authorization time 90% by designing new quoting-approval system
• Business intelligence: Increased contract renewals $50M by developing services value reporting
• Development: Led development of web portal serving $500M customer base
• Technical Writing: Wrote 40+ project management procedures expected to save over $5M.
• Business intelligence: Increased contract renewals $50M by developing services value reporting

TECHNICAL SKILLS:

• Technical writing content management process workflow software documentation user documentation technical documentation editing standards compliance audits video scripting process documentation user requirements business requirements minimum feature requirements project management legal requirements customer communications customer and employee loyalty programs hiring profiles
• nboarding documentation training development process design agile
• JIRA business intelligence product development
• SaaS
• Six Sigma
• ITIL customer advocacy data analysis product evangelism cross functional teams service offers service level agreements research management documentation planning creative writing journalism

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Technical Writer

• Create and execute documentation strategy for a cloud-based ERP platform (Oracle Fusion).
• Document baseline and future state requirements, process diagrams and data maps for Fusion system integration
• Collaborate with stakeholders across business to write user guides for system/UAT test and post-launch operations
• Create service, integration and system admin guides for post-launch user and developer support
• Organize cloud based documentation library for design, test and operations documents
• Work with third-party vendors to drive technical documentation deliverables

Confidential

Sr. Technical Writer

• Developing procedures, training and business transaction documentation.
• Developed over 40 procedures, ensuring compliance, increasing professional quality and implementing new human-factored writing style
• Wrote and administered RFQ process that reduced production time by 40%.
• Saved $150K by selecting small procedure-writing company over preferred vendors
• Developed web-based training scripts, training briefs and job aids

Confidential, SAN FRANCISCO BAY AREA

Sr. Product and Offer Manager

• Led 50-person team from concept to launch of Confidential Diagnostic Server creating $2.5M in new value. ADS provided secure remote access for Confidential ’s monitoring and repair tools as well as complete network performance mapping.
• Wrote technical offer documents and presented to customers and business partners globally
• Increased adoption by 10% through data-driven marketing, targeted lead generation and education
• Created $1.2M in estimated cost reductions by establishing first records workflow reporting system
• Improved software quality 30% by running beta testing program

Sr. Business Analyst

• Generated $6M new value by leading 15-40 person cross-functional teams creating a BI web-portal, SaaS workflow tools and high-value reusable technologies. Project budgets exceeded $3.5M.
• Designed requirements, including business rules, processes, reporting and web experience for partner approval web portal.
• Reduced partner quoting approval cycle by over 90% and eliminated $250K per year in manual labor
• Decreased defect rate from > 30% to nearly 0% by shifting from manual to a 100% automated process
• Negotiated vendor contract saving $110K over 2 years while enhancing SLAs and eliminating storage fees
• Uncovered over $750K in additional global savings opportunities by building generic document workflow
• Created an estimated $5M over 4 years in cost and retention improvements by launching a customer portal containing global ticket mapping, software updates, install base inventory, administrative and network performance reports.
• Wrote over 100 agile feature requirements detailing all technical aspects of the portal
• Designed reusable business intelligence data marts and reports to support global services operations
• Supported sales by developing marketing campaigns, video training and an online 24/7 virtual demo
• Presented to industry analysts, professional organizations (TSIA) and customers

Global Operations and Planning Manager

• Directed process improvement for 400-person Customer Advocacy and Service Engineering (CASE) division, focusing on product and VOIP services quality and customer escalations.
• Increased annual renewal rate $50M+ by building service-value reporting for contract renewals
• Devised multi million-dollar production-risk reporting, driving millions in long term savings
• Corrected $1B of records quality issues by hiring A-player data-analyst team in Argentina
• Drove 1st place employee satisfaction rating via survey analytics and staff development planning

Operations Manager

• Increased annual revenues by $24M while managing 21 Client Service Managers.
• Produced $14M in revenue by shifting department from cost center to profit center as for-sale offering
• Created $10M+ annual revenue stream by directing the creation of a Release Management offer
• Reduced expenses over $1M and improved bench strength through recruitment and HC reduction
• Saved $175K per year by creating first automated software inventory reporting system

Confidential, SAN FRANCISCO BAY AREA

Client Service Manager

• Team leader supporting relationship, network and call center management for Fortune 200 customers while driving program and process improvements for North American region
• Reduced onboarding time 60% by authoring best practices and training guidelines for our global team
• Improved employee measurement system by developing first customer satisfaction survey tools
• Wrote and automated a software tool allowing any account team to construct a user-friendly service guide