SUMMARY:

• Driving participation to create compelling technical writing solutions for all audiences
• Results - Oriented: Metrics-driven professional helping companies achieve profitability and longevity by using benchmarks and analysis to develop and alter documentation needed to execute skills.
• Positive Influence: Able to build constructive and cooperative relationships to employ them to accomplish objectives.
• Customer Focused: Confident in using industry experience to usher in enhancements strengthening procedure writing and revisions based on client specifications.
• Technical Writing - Instructional Design - Curriculum Development - Proofreading - Documentation
• Customer Service - Project Management - Creative Problem Solving - Compliance

PROFESSIONAL EXPERIENCE:

Confidential

Technical & Content Writer

Responsibilities:

• Execute content and technical writing review and recommendation on existing and future document process.
• Manage proposal, action plan, execution, and inspection of 6-week online summer school program.
• Actively facilitate, encompassing creating and delivering assigned learning modules and Zoom video conferencing creation, support, and assessment.
• Program Coordinator for New Mercies Christian Church Summer Bible Series ; devised ministry action plan and corresponding budget for submission and approval.
• Improved instructors' professionalism from by teaching them how to present subject material in video conferencing format with minimal disruption.
• Created following documents, presentations, and media files:
• Ministry Action Plan (MAP) in MS Word, budget and CSV in Excel, VOB to MP4 conversion, and Zoom for Instructors: Modules #1 - Basic and Module #2 - Enhanced in PPT with animations and embedded videos.
• Contributed to improvement of summer program stats from .
• 2019 class of 170 lost 43 attendees (25.3%) vs. 2020 class of 191 lost 17 attendees (8.9%).

Confidential

Manager of Technical Writing & Design

Responsibilities:

• Projected self-confidence, authority, and enthusiasm to exude supportive leadership needed to support and provide to diverse remote team of 37 technical writers.
• Oversaw performance and provided continuous support enabling technical writers to maximize performance outcomes.
• Teamed up with staff, internal departments, subject matter experts, internal, and external stakeholders to maximize customer satisfaction, optimize procedures, and enhance bottom-line profitability. Interfaced with department heads and specialized teams to pinpoint and organize upcoming work and projects needing technical writing resources, including timetables, policy adherence, and impact to business systems.
• Orchestrated new client onboarding of Freedom Confidential for Hazard and Loss Draft; projected completed in 2.5 months instead of traditional 4-month standardized deadline.
• Spearheaded optimizing technical writing process flows critical to managing internal and external expectations on delivery by outlining and complying to process design for efficiency.
• Updated Technical Writing Style Guide and introduced document on Tech Writing Portal for Technical Writer Access.

Confidential

Senior Technical Writer

Responsibilities:

• Completed daily work assignments while championing through other intricate writing projects
• Leveraged writing capabilities to edit Technical Writer Style Guide. Trained new and existing technical writers on use of publishing tools (RoboHelp 8 and migration to RoboHelp 9) and reporting and data query and export using HP Service Desk.
• Recorded process of “How to Publish” for 3 external customer-facing web portals when work order and approvals dictate specific requirements.

Technical Writer

Confidential

Responsibilities:

• Exemplary work ethic and performance lead to promotion into Senior Technical Writer role within 1 year.
• Formulated process benefitting Tech Writing Department and stakeholders by introducing end-to-end processes and where documents usually bottleneck along that process; discover following variances:
• Document wasn’t vetted for precision and impacted other business areas before submission to company system.
• Internal client approval extremely slow and not aligned with 72 business hour SLA for standard document.

Confidential

Instructional Designer / Trainer / IT Consultant

Responsibilities:

• Delivered interactive Train-the-Trainer and ILT classroom for Concierge Services of Atlanta, Inc. (CSOA).
• Devised and delivered all and development curriculum and facilitation for concierges. Consulted on IT infrastructure issues and activities.
• Edited CSOA Personnel Policy manual to meet state and federal compliance guidelines respecting HR related issues.
• Coached staff ensuring smooth adoption of new program.

Confidential

Instructional Designer

Responsibilities:

• Devised modular curriculum design for all 3 tiers (Customer, Technical, and Account Support) for domestic and offshore call centers. Engaged with subject matter experts for comprehension of scope of major projects.
• Composed and implemented newly effective policies. Remained active in bi-weekly call calibrations.
• Project Manager for hardware/software and documented platform migration for Talisma Knowledgebase 5.0 to 7.1 (15k+ documents); completed migration, verification, and audit within 91 days vs. 4-month deadline.
• Educated 1st tier call center agents for 8 weeks at Transcomm in Barranquilla, Colombia; written 20 out of 30 modules.