Technical Writer Resume St Charles, MD - Hire IT People

AREAS OF EXPERTISE

Sales & Marketing Communications
Process Documentation
Technical Editing
Copyediting
Front - Line Supervision
Quality Assurance
Teambuilding & Training
Cost-Reduction Strategies
Process Improvement

PROFESSIONAL EXPERIENCE

Confidential, St Charles, MD

Technical Writer

Responsibilities:

Developed accurately and completely process/procedure manuals, and workflow diagrams using Visio for revenue cycle management.
Revised existing desk level procedures based on process and procedure changes resulting from system enhancements, rule changes, and business/operational changes.
Work with various business partners to determine specific requirements for process/procedures and additional process resource tools.
Distribute process changes to Management, Learning & Development teams for review, prior to all system enhancement releases; integrate reviewers’ comments and revisions; and prepare final version of documentation.
Lead or participated, as assigned, in training and implementation of newly developed or revised Policies and Procedures to affected work group(s).
Worked with project management to create and maintain schedules to ensure all documentation is developed, edited and delivered in a timely fashion throughout each phase of the SDLC.
Meet with assigned stakeholders to gain a thorough understanding of the business unit’s goals and operational procedures.
Meet with Subject Matter Experts (SMEs), to gather information related to document development. Research and compile requirements submitted by various SMEs into a concise format in accordance with 508 Compliance standards.
Ensure that technical information is conveyed clearly and concisely with appropriate grammar.
Maintained manual source material in an organized manner with revision control per ISO 9000 guidelines

Confidential, Hunt Valley, MD

Operation Manager Contact Center

Responsibilities:

Advanced to increasingly responsible positions, culminating in the Contact Center Manager role with full accountability to provide training, leadership, direction, motivation, and supervision to a team of 50 Originators, 4 supervisors and 1 Workforce Analyst at the facilities maximum capacity
Responsible for the writing, and editing of marketing materials that were supplied to the client user including brochures, one page “Slicks” (Glossy page front and back describing the product offering) and daily rate sheets in camera-ready/electronic format
Communicated closely with Compliance Department to verify all changes for accuracy, technical content, format, to ensure all materials meet the guide lines of the Commissioner of Financial Regulation before delivery of final versions
Managing budget to ensure department does not exceed allotted funds for labor and operating cost
In conjunction with the Confidential overall marketing plan, made a sales plan with specific target accounts and sales objectives. Upon approval of the plan, was responsible for the successful dissemination of this plan including representing USB to potential branch end users and achieving the budgetary goals set forth
Conducted follow-up on all Major Accounts to ascertain continued satisfaction with USB Services and identify areas to increase business
Serve as liaison between the Major Account and the Branch to facilitate communication and resolve problems if they occur. Routinely conducted quality assurance activities through reviews, meetings, reports and observation of results, according to professional practice standards and regulatory compliance
Evaluated and monitored product offerings, identifying unmet needs and worked with internal business partners to revise services as clients’ needs changed. Provided feedback to the VP of Marketing on origination issues, customer satisfaction / complaints, etc.
As Supervisor team maintained the highest percentages of approvals and revenue of the branch.
As an Account Executive successfully originated the most revenue eight months in a row before being promoted to supervisor
Accurately convey changes to Client practices, and internal policies/procedures to team members and Management to ensure continued compliance and minimize risk

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Technical Writer Resume

St Charles, MD

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