Customer Service Manager
Resume:
Loretta Marie Lott
**** ****** ***** ( Winter Park, FL 32792 ( Cell: 407-***-**** ( Email:
***********@*****.***
My Motto is "Customer Service is NOT a Department; it is an ATTITUDE!"
Footprints Achievements that made a positive impact
Streamlined the company's process for releasing new and updated engineering
documentation by 35% in an ISO9000 manufacturing operation. (Comtech Systems,
Incorporated)
Saved the company $10M by creating, designing, and setting the client standard
for new software systems documentation products. (Fidelity National
Information Systems)
Developed and shared Best Business Documentation Practices regarding technical
writing project strategies and processes (40% time savings). (Walt Disney
World IT)
Streamlined process for coordinating projects through all training pilots and
permanent classes (30% time savings). (Travelers/EBS, Incorporated)
Created and wrote the group's documentation standards saving massive rework
(40% time savings). (Grumman Technical Services, Incorporated)
Developed first training class for company engineers on how to complete and
process Kennedy Space Center's Instruction Change Requests (ICRs) (25% time
savings). (Computer Sciences Corporation)
Additional Skills and Abilities
Proposal writer/editor/researcher
Develop and write training materials, technical specifications, software
procedures and test scripts.
Develop storyboards for Computer-Based learning tools
Layout and design of any product from Proposal covers, Brochures, Newsletters,
Product Manuals, Quick References, Training Materials, System Manuals,
Websites, Social Media outlets, etc.
Test software programs (used software called TestDirector at Walt Disney World
IT)
Lifecycle methodology tools and all documents to support it
Problem solver and frequent improvement of department/work processes
Thinks outside the box
Some of the subject matter for systems which I have worked on include
accounting, zoological medical records, labor scheduling, cash/non-cash
handling systems, point of sale (food and merchandise), and the ground
computer systems for the space shuttle. The technical environments have
included mainframe, pc and web-based systems as well as numerous development
applications.
My proficient use of tools covers RoboHelp Office, Content Management systems,
PMO tools, Photoshop, Dreamweaver, Microsoft Office Applications including
Access, Microsoft FrontPage, Photo Editor, Visio, Corel Draw, PaintShop Pro,
HTML, XML, and web-based products.
Resume ( Loretta Marie Lott ( Page 2
Work Experience
2007-2011 Comtech Systems, Incorporated, Orlando, FL
Technical Writer Specialist
Wrote and edited technical documents for telecommunication systems
such as System Documentation, Product Operation & Maintenance
Manuals, and communication products (e.g., Internet & Intranet Web
sites and White Papers, Specification Sheets, and Presentations,
etc.).
Edited, wrote, and reviewed, as well as cross-checked and
proofread proposals in preparation for submittal to customers.
Developed and managed all Engineering project's documentation
within ISO 9000 guidelines.
Wrote and edited the Monthly President's Report (from CSI's
division President to the Comtech corporate President) based on
input from five Vice Presidents.
2005-2007 Fidelity National Information Systems, Maitland, FL
Senior Technical Writer
Wrote and produced online help products for banking software
system areas including mortgages, loans, deposits, financials, ATM
and electronic banking, various stand alone products, and the GUI
front-end product based on Subject Matter Expert (SME) interviews,
programming specifications, and software.
1990-2004 Consultant to Walt Disney World Information Technology (IT), Lake
Buena Vista, FL
Technical Writer Specialist
Developed documentation and training materials for over 60
software systems at Walt Disney World Resort (internal systems for
Disney Parks and Resorts).
Designed and developed computer-based tutorials by story boarding.
Designed and developed internal IT web sites (department and
individual project) using FrontPage and RoboHelp along with
performing Web master duties.
1988-1990 Travelers/EBS, Incorporated, Maitland, FL
Senior Technical Writer
Responsibilities included writing and developing insurance
software documentation and training classes based on interviews,
programming specifications, and software.
Resume ( Loretta Marie Lott ( Page 3
1983-1988 Grumman Technical Services, Incorporated, Kennedy Space Center, FL
Technical Publications Manager
Managed eight writers responsible for the design and development
of four types of space center documentation (Policies and
Procedures, Operation Maintenance Instructions, Standard Operating
Procedures, and Technical Guides).
Edited all written documentation, assigned projects, and assisted
teams with project management responsibilities.
1982-1983 Computer Sciences Corporation, Kennedy Space Center, FL
Technical Writer
Responsibilities included the writing and developing of Operation
and Maintenance Instruction documents and training classes.
Education
Mini-Master of Business Administration, Rollins College, Crummer Graduate
School of Business, 2009.
Bachelor of Science in Journalism with a major in Public Relations and a
minor in Business. University of Florida, 1982.
Professional Organizations
Society for Technical Communication (STC) - Orlando Chapter 1986 - Present
Senior Member since 1991 served on both Executive and Committee Boards.
Positions held: Committee Manager for Employment (8 years), Membership,
Program, and Nominating and Secretary.
State-level judge for Technical Publications Contest and Key Note Panel
speaker at State Conference, and Guest Speaker in UCF Technical Writing
Courses.
National Contracting (6 years) and Technology (4 years) Professional Interest
Committees
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