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Work Background
MetaSenior Corporate Documentation Specialist IV
Jan. 2024Outcome: created global DTPs and designed process flows for Meta's Treasury departments in NORAM/EMEA/APAC/LATAM. Aligned with managers in each region to identify critical tasks. Managed multiple ongoing projects adhoc.
NovartisDocumentation Consultant - Freelance
Jan. 2022 - Dec. 2024Outcome: created and revised SOPs, WIs, WPDs, and user guides for Customer Service, Performance Monitoring, and Supply Chain teams within Radioligand (radiation) and Gene (gene mutation) Therapy departments.
Raw Material ManufacturerTechnical Project Consultant - Freelance
Jan. 2021 - Dec. 2022Outcome: streamlined process for compliance paperwork submission and data entry into DOW databases from 30 days to 5 days. Maintained change control management through the justification, review, approval, and implementation phases of procedures.
ComcastCommunication Project Coordinator
Jan. 2016 - Dec. 2020Outcome: reduced over 85% of 10-minute chats down to 2-3-minutes, resulting in a lower lead time to reach an available chat agent. Developed process maps based on historical business customer complaints, requests, and responses to drive resolution. Gauged customer’s reaction to the implementations to quantify satisfaction. Tracked chat agent performance to close the loop.
Various CompaniesAssistant Coordinator
Jan. 2008 - Dec. 2016Outcomes:
• Delivered robust training in procurement, customer service, and vendor management, while overseeing bids, contracts, and budget maintenance @ Delancey Medical Services. • Administered website implementation of software and made visual guides for newly subscribed clients @ Member Solutions. • Provided documentation management, data analysis, and audit support to accountants in University Office of Accounts @ West Virginia University.
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