SUMMARY:

• specializing in technical and customer communications, training, and change management. Motivated, enthusiastic and creative problem - solver who delivers solutions to improve business operations. Impressive management and team building accomplishments in diverse environments
• Technical Writer
• Training Developer
• Content Management
• Style Standards
• IT Admin Services
• Business Analyst
• Project Management
• Process Improvement
• Cross-functional Team Leadership
• Call Centers

PROFESSIONAL EXPERIENCE:

Customer Service Representative

Confidential, Austin, TX

Responsibilities:

• 6 years of experience providing customer support in busy call center environments for TxDOT and telecommunications industries
• Unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty
• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
• Took time off to care for new grandson, refocus my career by taking online courses in updated technology, and take occasional temporary assignments

Technical Writer / Training Developer

Confidential, Austin TX

Responsibilities:

• Worked on the Confidential Child Services project to develop a new content database for Child Services where they replaced an obsolete database system for child services clients and staff
• Designed and developed content for an online manual as the Attorney General Office transitioned from hard-copy training and process documents to online content management
• Updated out-of-box IBM Web Content Manager to manage and publish content and design.
• Confidential now uses my design for its other clients.
• Revamped many online functions including SEO and usability features for novice to expert users
• Redesigned functionality so any staff member can easily add or update processes

Skills used:

• Six Sigma, Style Standards, HTML, Web Design, Usability, Process Improvement, SEO, IBM Web Content Manager (WCM), IBM Rational Software Architect (RSA), ClearQuest and ClearCase, SnagIt, Microsoft Office
• Six Sigma Green Belt, HTML, Adobe Acrobat
• Techsmith: SnagIT and Camtasia
• Microsoft Office
• Dedicated and dependable; Detail-oriented; Organizational and efficient; SEO, Usability; Change Management; Accountability

Technical and Marketing Writer / Business Analyst

Confidential, Austin, TX

Responsibilities:

• Redesigned and re-branded the strategy for Capitol Appraisal Group for their annual property appraisal bids.

Skills used:

• Technical Writing, Page Layout, Change Management, Project Management, SnagIt, Marketing Techniques, Six Sigma, Problem-solving; Independent worker, Time Management

Technical Writer II / Project Manager II

Confidential, Overland Park, KA

Responsibilities:

• Managed a wide variety of internal and customer-facing communication projects focused on improving usability and satisfaction
• Designed unified writing style standards and writing/graphic templates for Confidential ’s 15,000 specialists that improved content usability for resolving customer issues
• Devised improved format for Confidential .com device and software troubleshooting articles that resolved numerous usability and compatibility issues
• Developed graphics and how-to videos for online customer and specialist help
• Focused on International usability writing standards to widen ability to reach multi-lingual audiences
• Trained vendor technical writers to improve content using tech writing best practices techniques such as individual feedback, weekly calibrations and article reviews.
• Improved content consumption by 23%: Developed Visio process and writing standards that transformed how-to content into both basic and advanced levels to meet specialists’ varied levels of expertise
• Developed content standards for a new internal social networking platform within Confidential Customer Management that provided a quicker response to customers’ outlying issues
• Contributed to record-breaking 14 quarters (quarter after quarter) of improved customer satisfaction

Skills used:

• Versatile writing skills: Technical writing; Web, Training; Scripts; Internal and external publications; user manuals; strong IT interface; Webinars; Marketing; Articles; Executive communications; News and information
• Six Sigma Green Belt, HTML, Adobe Dreamweaver, Captivate, FrameMaker, Photoshop, Acrobat.
• Techsmith: SnagIT and Camtasia
• Microsoft Office; Project; SharePoint; Access; Visio. Intuit QuickBase. Apple iWorks and iMovie. KANA SEM and IQ.
• Dedicated and dependable; Detail-oriented; Organizational and efficient
• SEO, Usability best practices

Business Analyst/IT Administrator

Confidential

Responsibilities:

• Replaced an obsolete content management database; Developed requirements for $3M content management project with ROI of 24 months. Led user acceptance testing, developed software workarounds for undelivered project components and converted over 19,000 articles into the new database
• Developed and delivered CM training to hundreds of new users using case stories; Created training documents and entitlements that displayed content by user ID-type so a specific group could view only the content they needed
• Gathered business requirements and converted into technical documents, RFPs, SOWs, SWOTs, etc. for projects such as UIs and Uxs
• Gained input from customer-facing specialists, supervisors, department representatives, and other Operations stakeholders; used eye-tracking software to analyze how the specialist finds the information they need
• Played a key role in developing Confidential proprietary software where we transformed Visio software processes into reactive user lists
• Created and managed the writing style guide to adopt content uniformity and increase usability; and designed the interface so users could switch effortlessly between newbie and expert paths as needed.
• Developed an improved SEO scheme so users found what they needed quickly
• Oversaw user acceptance testing; developed and delivered webinar training.
• Coordinated technical administration of content management system, using best practices to provision, test, and launch new features
• Designed and executed an enterprisewide escalation and support desk instead of local support for a more efficient use of staff and resources. Removed floor support escalations. Identified peak call times using WFM data and ancilliary reporting; Developed, piloted, and managed the support desk including call re-routing, policies, procedures, staff training, scheduling, and process improvements.
• Analyzed and tracked a new contact center performance management program using PowerPoint weekly reporting.

Skills used:

• Research and analysis; Process improvement; Application of SEO; PowerPoint; Resourcefulness; Versatile; Independent

Confidential

Responsibilities:

• Improved content consumption across 15 channel and brand groups while leading change management for an updated unified communication plan. Many departments were siloed since Confidential wireless began.
• Managed style guide and processes to drive a consistent Confidential voice in all communication types and kept knowledge base current with latest software and product technology and evolving best practices
• Improved specialist usability and accessibility by formulating templates and process enhancements for how-to’s, policies, troubleshooting articles and process flows and implementing the practices with all users
• Maximized productivity of technical writer teams and process owners by designing materials, training, and merging previously siloed teams on new content management platform which brought shared content and consistency. Created user experience that overcame varied skill levels
• Evaluated coaching/metric software for purchase, developed scope of work, and negotiated customization for the software contract
• Revamped company’s online coaching tool, driving simplicity, flexibility of use; Increased consistency in coaching documentation and follow-up which improved coaching effectiveness
• Developed on-line training for coaching staff and frontline users and executed communications strategy for a new way to incorporate KPI’s into the coaching process. The program provided near-real time metrics and better accountability for all staff

Skills used:

• Adult training methods; Highly developed soft skills for top level communications
• Adaptability

Service Management Consultant / Project and Vendor Manager

Confidential, Armonk, NY

Responsibilities:

• Launched two new Confidential vendor 200 seat call centers from staffing to hardware with an aggressive 90-day time frame; Team instituted efficient, standardized rollout process which became global template for all IBM call centers. These two sites delivered best start-up Key Performance Indicators across Confidential enterprise
• Provided triage services to vendor call centers struggling to meet key performance indicators which improved customer satisfaction measures and the Confidential /vendor relationship
• Introduced IBM performance management to 15 Confidential centers and established innovative techniques for coaching, positive reinforcement, and determination of behavioral root cause that improved metric-based goals

Skills used: Six Sigma; Call center best practices; project management; vendor management; team-building

Supervisor | Special Projects Manager

Confidential, Bolingbrook, IL

Responsibilities:

• Coached and mentored specialists to improve their job performance, balance customer and business needs, and recognize achievements
• Developed new help desk concept that disbersed escalations across all call centers instead of floor walkers to gain efficiencies and consistency
• Recipient of Confidential PCS’s annual top honor for repeated top quarterly performances
• Top-rated team leader in sales, customer satisfaction, attendance, and call control
• Began as a customer care specialist and promoted to special projects and supervisor for 15-20 customer care specialists in a fast-paced in-bound call center

Skills used:

• Multi-tasker; Initiative-taker; Problem-solver; Communication; Flexibility; Escalations; Coach