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Technical Writer / Business Control Specialist Resume

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Jacksonville Fl And Irving, TX

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SUMMARY:

  • Result oriented and vision focused business professional with twenty - seven plus years experience in customer service, sales, collections and business operations within a Confidential 50 Banking Institute.
  • Proven experience with Technical Writing for all lines of consumer and commercial banking businesses including Mortgage, Credit Cards, Retail Banking and Personal Loans.
  • Proven capability of being diplomatic and professional with interactions at all levels within an organization including corporate leaders, internal/external customers face-to-face as well as in a virtual environment.
  • Reputation for being flexible and versatile with the ability to remain poised and competent under pressure.
  • Personal strengths include commitment to building partnerships, people development, leadership, collaborative team building, strong analytical thinking, on time delivery and process improvement/best practice recommendations.

PROFESSIONAL EXPERIENCE:

Confidential, Jacksonville, FL and Irving, TX

Technical Writer / Business Control Specialist

Responsibilities:

  • Researched, developed and wrote the “Technical Writer Style Guide” to be used by the internal Technical Writing team of 85+ writers using Information Mapping to ensure consistency.
  • Developed all curriculum for the Technical Writer team.
  • Facilitated all new hire including all levels of management.
  • Edited and provided feedback on documents created by other technical writers.
  • Lead the OCC Consent Order project. Updated all online policies and procedures under the Consent Order to ensure compliance and consistency.
  • Researched, interviewed and probed Business/Operations, Systems, Legal, Compliance, Risk and Business Control SMEs.
  • Analyzed, translated and developed policies, procedures, internal processes and flow chart documentation into standardized structured formats so end-users can find information quickly and easily.
  • Identified and reported to management, policy and procedure process discrepancies, issues or process gaps (e.g., processing differences within the same business/operations, missing controls, hand-off steps) for resolution.
  • Managed assigned work priorities and deadlines.
  • Established and maintained strong working relationships with Business/Operations, Systems, Legal, Compliance, Risk, Learning & Performance Services Group and Business Control Partners.
  • Provided scheduled ongoing tracking, status and post analysis reporting on assigned projects.
  • Performed, as required, assigned special projects (e.g., documentation reviews, process and documentation gap analyses).
  • Provided ongoing recommendations to generate improved efficiencies, controls and cost savings.
  • Proficient in HTML, Dreamweaver, Microsoft Office and SharePoint.

Confidential, Jacksonville, FL

Team Leader / Portfolio Management Team Leader

Responsibilities:

  • Maintained “Distinguished” monthly and yearly reviews.
  • Organized Portfolio Management teams to cover all shifts that included an even number of skilled Collectors.
  • Designed materials for all-stage Collectors focusing on specific areas that required additional, which resulted in a greater consistency of information given to clients.
  • Created intra-team contests that resulted in a 22% increase of productivity and morale.

Customer Service / Sales

Confidential, Jacksonville, FL

Responsibilities:

  • Provided exceptional telephonic Customer Service support, to include bill explanation and general information, to business and consumer credit card customers.
  • Promoted to Sales Team within two months.

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