Technical Writer Resume Profile Irving, TX - Hire IT People

Summary

Result oriented and vision focused business professional with twenty-seven plus years experience in customer service, sales, collections and business operations within a Fortune 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

Technical Writer / Business Control Specialist

Demonstrates history of producing accurate, clear, user-centric, timely work meeting stringent guidelines while maintaining Outstanding monthly and yearly reviews.
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 training curriculum for the Technical Writer team.
Facilitated all new hire training including training 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 L PSG 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.

Team Leader / Portfolio Management Team Leader

Confidential

Successfully self-managed, directed and prioritized workflow by applying strategic techniques to customers who were 150-180 days delinquent in an attempt to cure their accounts from delinquency.
Maintained Distinguished monthly and yearly reviews.
Organized Portfolio Management teams to cover all shifts that included an even number of skilled Collectors.
Designed training materials for all-stage Collectors focusing on specific areas that required additional training, 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

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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Technical Writer Resume Profile

Irving, TX

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