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Work Background
Zimmer BiometTechnical Writer
Feb. 2022 - Feb. 2024Warsaw, Indiana, United StatesDuring my tenure at Zimmer Biomet in Warsaw, IN from 2022 to 2024, I served as a Technical Writer. In this role, I was responsible for crafting and revising surgical techniques for dissemination across various platforms, including web and print, tailored specifically to orthopedic surgeons, as well as over 100 sales representatives and the marketing team. I played a pivotal role in ensuring the accuracy of medical content by facilitating interviews with development engineers and surgeons. This process helped validate and maintain the precision of our documentation. Additionally, I collaborated closely with cross-functional teams to refine and optimize technical documentation, with a keen focus on clarity and precision in conveying complex information. My strong communication skills were instrumental in synthesizing technical information from diverse sources into cohesive and comprehensible documentation. This allowed our team to effectively communicate complex concepts to our target audience, ultimately contributing to the success of our projects at Zimmer Biomet. A few key achievements in this tenure include: • Achieved 7% increase in monthly newsletter readership through data-driven audience analysis, leading to tailored design and content enhancements. • Consulted with app development team to conduct user testing and analyze data, enhancing mobile application usability.
AsurionMobile Device Technical Support Expert (Tech Coach)
Jan. 2017 - Mar. 2021Las Vegas, Nevada AreaFrom 2017 to 2021, I worked as a Mobile Device Technician at Asurion in Las Vegas, NV. In this role, I specialized in identifying and resolving complex usability issues associated with mobile applications and devices. I meticulously documented my findings in detailed technical reports, which were then utilized by internal development teams to implement necessary improvements and enhancements. Furthermore, I actively collaborated with cross-functional teams to streamline processes and enhance overall efficiency. By fostering effective communication and cooperation across different departments, I contributed to the creation of a more cohesive and productive work environment at Asurion. My efforts were aimed at ensuring the seamless operation of mobile devices and applications, ultimately enhancing the user experience for our customers. A few key achievements in this tenure include: • Achieved 100%+ user adoption of mobile troubleshooting application, leading enterprise in downloads and subsequently selected to train other teams on successful download strategies. • Applied expertise in user experience and information technology to investigate and diffuse customer technical support inquiries effectively. • Conducted in-depth interviews with subject matter experts to proficiently address routine user issues with device hardware, software, and mobile devices across the two most popular operating systems platforms. • Conducted usability training sessions for multiple teams, utilizing PowerPoint presentations and personalized mentoring to increase productivity
Gannett | USA TODAY NETWORKRecruiting Consultant
Aug. 2013 - Sep. 2014Indianapolis, INFrom 2016 to 2017, I held the position of Customer Service Representative at Sutherland Global in Las Vegas, NV. In this role, I was dedicated to delivering exceptional customer service support, consistently ensuring customer inquiries were addressed promptly and issues were resolved to their satisfaction. I adeptly utilized company resources and knowledge bases to provide accurate assistance to customers regarding various products and services. Moreover, I actively engaged with cross-functional teams to escalate and resolve complex issues efficiently. By collaborating closely with colleagues from different departments, I facilitated prompt resolutions for customers, thereby enhancing their overall experience with the company. My commitment to delivering high-quality service and my ability to effectively navigate cross-functional collaboration were key factors in achieving customer satisfaction during my tenure at Sutherland Global. A few key achievements in this tenure include: • Attained top 5% customer satisfaction ranking by employing active listening techniques to swiftly address issues. • Earned three customer experience awards by surpassing KPIs and demonstrating empathy during holiday tenure. • Spearheaded customer care initiatives, elevating satisfaction and fostering loyalty for nation's leading retailer
FreelanceTECHNICAL COMMUNICATIONS AND UX DESIGN CONSULTANT
Jan. 2011 - Feb. 2022Las Vegas, Nevada, United StatesFrom 2010 to 2021, I served as a Technical Communications Consultant based in Las Vegas, NV, operating within the realm of consulting. In this capacity, I collaborated closely with a diverse array of clients to develop strategic content for websites, marketing materials, and press releases. It was imperative that all content created was in alignment with the respective brand identities and objectives of each client. One of my key responsibilities was crafting compelling microcopy for both websites and mobile applications. This involved drawing insights from usability testing and conducting thorough research to ensure that the content I produced would enhance user engagement and interaction. Central to my approach was engaging in consultative dialogues with clients to deeply understand their needs and preferences. By doing so, I was able to ensure that the content resonated effectively with their target audiences while also aligning with their overarching business goals. This collaborative approach was instrumental in achieving successful outcomes for my clients over the course of my tenure as a Technical Communications Consultant. A few key achievements in this tenure include: • Enhanced traffic and engagement on small business website by implementing UX principles. • Analyzed website and mobile application accessibility and usability through user experience testing. • Collaborated with graphic designers and web developers across six websites
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