SUMMARY

• Energetic people person and Technical Writer professional wif years of experience.
• Expertly utilized advanced technical writing skills and various people computer software applications to create, edit, and revise scientific and technical documentation, including manuals, Standard Operation Procedures (SOPs), job Aids and Work Instructions.
• Excellent people and communications skills. Experienced in a high - pressure Project Management environment.
• Strong client relations and communicating at all levels of seniority.
• Obtains information by interviewing and collaborating wif Subject Matter Experts, and Operations Teams.
• Produces documents dat can be understood by both technical teams and prepare for external publication.
• Works wif management to organize existing documentation, identify deficiencies and prioritize solutions.

TECHNICAL SKILLS

Technology Expertise: Microsoft Office 365 | Tableau | Lead Management Tools | Apple iOS Pages | SPO SRT CRM | MS PowerPoint | MS Excel | Apple Keynote and Numbers | Google Suite | Adobe Photoshop | Adobe Acrobat Pro | Google Project Management:

Key Attributes: Technical Writing | Editing | Standard Operation Procedures (SOPs) | Analysis | Project Management | Retail | Sales Presentations | Inventory Control | Change Management | Team Building | Conflict Resolution | Logistics Management | Tactical Execution | Sales Administration | Customer Support | Best Practices | Customer Success Management | Sales Operations Management | Operations Management:

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst/Technical Writer

Responsibilities:

• Engage client to gather software requirements/business rules, and ensure alignment wif development teams
• Wrote and translate stakeholder requirements into over 10 different tangible deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams.
• Identify and reconcile errors in client data to ensure accurate business requirements.
• Write and maintain Technical Documentation business requirements and align them wif functional and technical requirements
• Added illustrations charts and figures to procedures and Job Aids to explain teh process steps in greater detail.

Confidential

Operations/Project Manager/Technical Writer

Responsibilities:

• Ensure production staff follows processes relating to customers and takes care of customer needs
• Network and build relationships
• Keep teh Owner updated on production
• Manage Asst. project manager and manage technician staff
• Oversee Work-in-Progress (WIP) meetings to monitor progress of jobs, ensuring most efficient production possible
• Oversee and manage restoration jobs by providing quick written responses to job loss site
• Oversee and verify accuracy of job estimates, resulting in improved profit margin
• Ensure compliance wif job standards to achieve defined results in production division
• Keep facility in working order, ensuring staff is making sure teh equipment is well-maintained
• Make sure production team employees follow safety and risk management guidelines on teh job site, in teh office, and while traveling
• Interviewed Subject Matter Experts and conducted research necessary to produce accurate, comprehensive documents.
• Created hyperlinks, bookmarks, tables of content, and link between sections.

Confidential

Business Analyst/Technical Writer

Responsibilities:

• Led process improvement aimed at enhancing overall customer service systems, producing in higher customer satisfaction scores.
• Wrote and developed new business user technical training documentation materials and served a key role in improving existing business process systems and procedures.
• Consistently met or exceeded project and performance goals ahead of schedule.
• Wrote and maintain Technical Documentation business requirements and align them wif functional and technical requirements.
• Formatted documents into standard specification format.
• Expert in Microsoft Word, Excel, PowerPoint, Visio, and SharePoint.
• Extracted information from teh process flow diagrams, including Google maps and various technical literature.

Confidential

District Manager Aftersales /Analyst /Technical Writer

Responsibilities:

• Turned around stagnant sales performance in Georgia market, led 13 dealerships to post an 11% increase in High Maintenance Parts and Labor sales wifin 30 days.
• Drove 40% productivity increase. Produced $100K added profitability across several dealerships.
• Developed and implemented sales process improvements. Increased Parts Sales 15% in one quarter.
• Consistently exceeded yearly objectives, achieved $1.5M monthly goal.
• Wrote, edited, and created a variety of sales documents for district Sales reporting.
• Created a variety of Microsoft Excel Sales documents for district Sales reporting.
• Cataloged thousands of Parts records into spreadsheets for dealership data migration.
• Independently led dealership cross-functional working group on GCP/GVP processes, providing guidance on overall creation and management of controlled documents (e.g., Standard Operating Procedures)

Confidential

Service Development Manager / Analyst

Responsibilities:

• Conducted comprehensive analysis of customer satisfaction at a dealership wif declining business. Increased customer retention 90% and revenue $300K wifin 6 months from car sales and repair work.
• Restructured inventory system at a dealership wif a large volume of obsolescent inventory, reversing an $80K loss and freeing up warehouse space for more profitable parts.
• Developed innovative processes and procedures. Improved customer retention and dealership profits.
• Provided guidance and consulted on policies and best practices. Increased sales and customer retention.
• Responsible for teh creation of a variety of technical documentation, including instructions, forms, methods, and procedures.
• Independently researched, wrote, edited, and proofread technical documentation.
• Responsible for teh editing and creation a variety of technical documentation, including instructions, Job Aids, Standard, methods, and Procedures.
• Developed more TEMPthan 100 critical sales and marketing project implementations, increasing teh Region's quarterly sales and profits by 30%.
• Produced effective marketing plan supported by comprehensive market data analysis and more TEMPthan 35 reports showing marketing and sales metrics.
• Managed, administered, and audited dealership sales incentive activities, increasing sales in teh Louisville, KY district 13% YOY, earning a corporate-level recognition and award.
• Managed and coached 15 dealerships toward sales goals, increasing market share by 40%, achieving Zone and Regional sales goals two months ahead of schedule.
• Developed highly effective diverse marketing strategy, producing 9% increase in sales in teh upper East and West portions of Texas and teh markets in teh Southeast New Mexico.
• Grew District sales more TEMPthan 23% wifin six months through successful leadership and sales process coaching for 300+ sales team members.
• Increased customer retention approximately 10% by providing dealers wif proactive market information dat improved responsiveness to customer needs.
• Maintained sales momentum through teh 1999 Confidential historic strike.