SUMMARY:

• Communications Professional with 18 years of progressively responsible positions in diverse settings.
• Technical Writer who has moved up the technical writing ladder with experience producing technical manuals on Unix and Windows platforms.
• Produced customer documentation using QuickSilver and Microsoft Office products: Word, Excel, and PowerPoint.
• Experienced working with teams to get product through edits, reviews, validation, and verification.
• Ability to effectively manage projects despite tight deadlines, limited resources, and volatile schedules.
• Proven leader in exceeding client/employer goals while motivating staff.
• Adept at communicating with all levels of management and staff.
• Result - driven and highly accomplished communicator and consultant with extensive experience in strategic planning, personnel management, online customer service, risk management, and developing productive teams.
• Known for the capacity to anticipate trends and identify opportunities while reducing cost during periods of rapidly evolving business conditions.

PROFESSIONAL EXPERIENCE:

SR. TECHNICAL WRITER/PROGRAM MANAGEMENT SPECIALIST/CO-SITE MANAGER

Confidential, LARGO, MD

Responsibilities:

• Developing, revising and reviewing SOPs (Standard Operating Procedures).
• Writing policies and protocols for the Records, Evaluation, and Monitoring (RTEM) Branch.
• Establishing style guidelines and standards for internal DHS and USCIS documents.
• Coordinating and facilitating JAD sessions for Business Process Modeling and Notation in addition to documenting and following up on the deliverables.
• Working on harmonizing workflow and management of assets and resources with SMEs and partner agencies.
• Conducting and collaborating research, meetings and analysis in coordination with stakeholders.
• Developing ideas for better processes.
• Preparing analytical documents and d Confidential summaries using standard electronic publishing tools.
• Creating and maintaining templates for operations and quality documents.
• Facilitating additional documentation being an onsite writer. Research, write and proofread technical documents for consumption by management.
• Branching out and network with IT professionals to obtain complex details and present them in a simple manner.
• Provide communication leadership on Business Process Modeling and Notation-based initiatives and projects.

COMMUNICATIONS MANAGER/TECHNICAL WRITER/STRATEGIC COMMUNICATIONS SPECIALIST

Confidential, MCLEAN, VA

Responsibilities:

• Enhanced usability of manual for service level management application (SLM Express): reorganized content to reflect tasks, removed redundancies, exhaustively tested application, corrected inaccuracies, documented unknown features, and clarified prose.
• Eliminated clerical waste-motion and improved accuracy of release information by coordinating with IT experts on Web-based, Perl application that tracked progress of 100+ hardcopy and online documents.
• Managed aggressive schedules by creating detailed communication project plans, getting stakeholders to agree to plans, comparing progress to internal milestones, and taking corrective actions as early as possible.
• Successfully documented developer tools: software developer kit (SDK), application program interface (API), command line interface ( Confidential ), and script functions.
• Worked with programming experts to test these tools while documenting.
• Discovered and fixed problems with online Help for an application deployment system (Distribution Server) by working with support to identify top customer issues. For example, clarified user roles by changing vague description of each role to list of tasks permitted by role; hyperlinked each task to instructions for task.
• Worked closely with the Business Process Modeling and Notation and Service Desk Managers to document process and procedures for the IT Service Operations Team supporting workstation and client side applications.
• Proactively identified communications opportunities for Retail Bank Contact Center and Retail Branches (audience of about 10K associates) that aligned with the strategic vision for the team to continually improve communications that ensured a well-informed, front-line workforce.
• Identified strategic opportunities to develop communication to the field that conveyed significant corporate messages like Confidential ’s Mission, customer focus, franchise ownership, etc.
• Drove a communications consulting model that used a strategic mindset to influence and determine appropriate communications proactively.
• Provided communications support to the Retail and Commercial banking executives and leadership teams.
• Owned, enhanced and executed on a communications calendar that was aligned with communication activities that were ongoing or being developed in branch/contact center/Specialty Sales.
• Promptly conveyed employee concerns and grievances to the senior management, received via different digital channels, such as Voice of the Associate (VoA) - Confidential ’s internal version of Facebook.
• Created, administered, and facilitated communication plans and online media outreach.
• Assisted in content management of the Confidential blog - Confidential - including identifying guest bloggers, and sourcing content for the Confidential social media profiles
• Played a prominent role in setting up and maintaining Confidential ’s internal and external social media sites. Liaison between the management and associates for Voice of the Associate - a digital tool for employees to air their work-related views. Worked in close contact with the Marketing Department for developing Facebook, Twitter content and act quickly in case of negative customer feedback.
• Assisted in developing integrated communications strategies and outreach plans for branches and contact centers.
• Identified and developed media and influencer lists to support proactive outreach and engagement promoting Confidential initiatives.
• Maintained internal calendar of key organizational initiatives, communications, events, and timely internal dates.
• Gathered metrics and aggregate content from internal communications channels to share with the team and department.
• Actively contributed to inclusive work environment by valuing other people regardless of differences and took an active role in promoting practices that support diversity, inclusion, and cultural competence.
• Drafted documents from raw d Confidential . Worked with engineers and IT professionals on regular basis.
• Interacted with project management, operations' staff, business users and technical subject matter experts.
• Coordinated, facilitated, wrote, tracked progress, edited, validated and packaged documentation.
• Completely revamped the digital communication process by introducing to the point, humane and simple style of writing.
• Reduced the number of communications from 5 to 6 a day down to 1 concise communication every morning to branches, contact centers via CRWeb and email portals.
• Worked with our partners to ensure a smooth transition.
• Consistently delivered top results on the Retail banking communications front being progressively responsible for supporting expanding operations and piloting successful new programs.
• Highly regarded for communication, organizational, and analytical qualities that contributed to effective leadership in and motivating associates in professional growth to achieve corporate goals.
• Active role-player of Confidential ’s digitization effort of communications content.
• Successfully worked through the IT Call Center transitioning from HP Peregrine to the HP Service Center.
• Worked with the technical staff on Incident Management System and ITIL experts to introduce/launch the teller/customer service interface system called TouchPoint.

SENIOR EDITOR (DIGITAL) / MANAGER

Confidential, LANHAM, MD

Responsibilities:

• Researched, edited, and proofread reports/transcripts, ensuring their compliance to house style of clients
• Managed team of 15 editors.
• Collaborated with reporters in South/Central Europe and South-East Asia.
• Monitored national and international financial markets.
• Wrote reports by following events that were distributed to various news publishing houses, such as, Reuters, AP and AFP. Developed strong creative writing skills in the process and gained invaluable technical writing and copywriting experience in a digitized financial environment.