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Work Background
AtlassianCSS Technical Writer
Oct. 2022Anywhere* Implemented SOP governance program to maintain and curate a WCAG-accessible centralized knowledge library of 350+ SOPs across a dozen Atlassian products, with an average of 800 unique monthly users
* Audited the CSS SOP library for accessibility and increased WCAG compliance from 14.74% to 90% for standardized SOPs, preventing costly ADA exposure
* Provided Quality assurance support for an average of 8 monthly incoming SOPs drafted by product SMEs
* Coached and mentored teammates, Support Engineers, and Product Leads across a dozen products to produce high quality, clear, evergreen, accessible content
* Documented combined and streamlined processes across cloud and server teams to reduce complexity and increase consistency for Support Engineers
* Created, curated, and maintained a CSS ShipIt Hub and supported ShipIt Comms blitzes, doubling CSS participation in innovation hackathons between ShipIt57 and ShipIt59
* Charter member of the Accessibility Champions, and authored the Accessibility Champions Playbook to facilitate growth of the Champions program to > 100 members
* Obtained Technical Writer certification and Knowledge Management certification, improving craft excellence
* Provided bespoke consultation on projects across CSS to provide Info Architecture and Knowledge Management best practices to support 10+ project teams to produce higher quality, more accessible process guidance documentation in less time
* Aligned, formalized, and documented internal SOP review process to close a process gap and provide greater stakeholder clarity and improved compliance with SOP governance protocols
* Won Unplugged AMER category in Atlassian’s hackathon ShipIt59
TrupanionQuality Assurance Specialist
May. 2019 - Sep. 2021Seattle, Washington, United StatesManual software testing duties, including writing, executing, and reporting test plans and cases. Coordinated the transfer of entire test strategy from legacy systems into Azure ADO.
Established automated testing using Virtuoso, leading to 30% more complete test coverage.
Researched state-specific licensure requirements & website accessibility principles to anticipate compliance concerns during app redesign.
Juggernaut of process improvement, overhauling all of the existing QA processes for efficiency and communicability, as well as exploring existing practice management systems to determine best practices and then communicating them via documentation in Confluence.
Successfully managed quality assurance aspects of integration with 5 new practice management systems between in house & third party developers as well as stakeholders and additionally provided ad-hoc QA for vendor products, leading to the discovery & correction of a half dozen bugs in vendor software.
Created and maintained documentation which resulted in a 40% reduction in Support queries to QA.
Perform employee engagement duties including but not limited to: event planning, trivia creation, morale boosting, tabletop gaming GMing & education, interdepartmental meeting facilitation, meme creation & distribution.
2020 Trupanion Learner of the Year, & winner of the LinkedIn Learning scavenger hunt
Farmers InsuranceBusiness Support Technology Specialist
Mar. 2017 - Dec. 2018Greater Seattle AreaProject coordination duties (interfacing with stakeholders, facilitating flow of project-related information and requirements to necessary parties, confirming compliance with stated advertising regulatory guidelines, etc.) WalkMe SME (Create content/documentation, troubleshoot issues with production/migration, interface with vendor) & certified builder, leading to 15% bump in life applications for users utilizing the Life Sales website.
Created & approved content change requests in Sharepoint for Life sales website to ensure valid and up to date information.
Facilitated advertising compliance review for agent-facing mobile & web tools to allow for on-time delivery of Life sales app.
Manage shared mailbox within Outlook to insure 2 business day contact timeframe maintained. Managed digitization of 30 years worth of policy form samples and state approval correspondence to allow actuarial workforce to transition to work-from-home prior to Covid-19. Support building move team in form editing and proofreading. Employee Engagement Specialist (planning morale-boosting events)
Farmers InsuranceInformation Technology Help Desk Analyst
Aug. 2015 - Mar. 2017Oklahoma City, Oklahoma AreaAnswer incoming calls/chats to assist colleagues in resolving technical issues. Provide detailed call documentation on all calls/chats taken
Create & edit knowledgebase articles for clarity, accuracy, and timeliness. Assist with planning and execution of employee engagement related events including, but not limited to: voter registration drive, Chili Cook Off, Christopher Walken in a Winter Wonderland, End of Department Luau, and many more
Farmers InsuranceCustomer Advocacy Quality Assurance Coach
Mar. 2014 - Aug. 2015Oklahoma City, Oklahoma AreaEvaluate first notice of loss and claim status calls to ensure file quality and compliance with state and federal guidelines. Create documentation around procedures and expected outcomes. Recognize and communicate coaching opportunities to CSA supervisors verbally and/or in writing, leading to an 20% improved compliance among CSAs.
Lead coaching sessions with CSAs to address learning opportunities as well as highlight opportunities for excellence.
Support CSA supervisors in the growth, training and development of 10-15 member CSA teams.
Coach, inspire and motivate new CSAs to support the training process.
Researched regulations regarding car seat questions on first notice of loss claims, then lead a QA audit to verify compliance among CSAs.
Farmers InsuranceCustomer Service Associate
Mar. 2013 - Mar. 2014Oklahoma City, Oklahoma AreaGather information from first notice of loss claims for Farmers Insurance insureds and claimants
Required to hold adjusters license in 13 states Assist customers in setting up repairs and facilitating rental vehicle reservations
Assisted in special projects for rekeying claims to correct misinformation Plan and execute employee engagement food days for birthday and holiday celebrations
CTB Management CoCorporate Training Manager & Store Manager
Mar. 2007 - Mar. 2013Oklahoma City, Oklahoma AreaI built a corporate training program for this organization to insure product knowledge and sales training was consistent throughout the organization. Every new hire had to go through my store for training or the store of a manager I had trained to be sure they were getting the best and most accurate information about our products and procedures. I also became the lead inventory manager toward the end of my tenure, responsible for inventorying the 9 stores in the metro area, checking that against expected inventory levels and reporting findings to our regional manager. Primary Job Functions: Verbally Communicate with customers to provide customer service support. Manage a team of 3-5, including (but not limited to) hiring, training, scheduling, coaching to drive company sales goals. Responsible for bookkeeping and paperwork, both for my shift and the daily store totals as well as tracking sales goals and bonus goals for my store, requiring extensive time management and prioritization skills. Train and continually evaluate all new hires for metro area CTB locations and advise HR of my judgments regarding the new hire’s suitability the company. Notable Achievements in this position: Grew sales 36% from 2008-2013, due to my implementation of centralized training program for clerks | Promoted to management in under 1 year, due to excellent sales and interpersonal communications abilities.
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