Technical Writer Customer Service
Resume:
JEANNETTE WARNER
***********@*****.***
linkedin.com/in/jeannette-warner-329773129
TECHNICAL ANALYST/TECHNICAL WRITER
Overview
A professional with over 15 years of experience in corporate and medical organizations, and a diverse background in community involvement. In these roles, served as a member of differing cross-functional teams of specialists from varying disciplines as a technical writer who writes explanations and/or instructions for specific subjects. Worked alongside SMEs (Subject Matter Experts) and other team members to produce high quality, user-friendly documents for use by appropriate audiences.
Key Qualifications
•Microsoft Suite (Word, PowerPoint, Excel, Publisher, Outlook)
•Reports
•Brochures and Flyers
•Letters and Electronic Communications
•Manuals
•Executive Presentations
•Forms
•Data/Record Retention and Reporting
•Publishing
•Policy and Procedures
•Programs:
•Documentation Management: Researching, Composing, Proofreading, Editing, Maintaining
•SharePoint, Confluence, Guidewire, JIRA & SOA Experience
Employment Summary
Organization
Position
Dates
ClearBridge Technology Group
Technical Writer
05/2017 – 07/2017
Onin Staffing, Alfa Insurance Company
Editor and Technical Writer
11/2016 – 05/2017
Acute Care Surgeons
Office Manager
03/2016 – 10/2016
Cigniti for Synovus
Technical Writer
07/2014 – 01/2015
Ft. Benning Wounded Warriors Association
Armed Forces Coordinator
07/2010 – 12/2010
Private Practice - Jose Rivera, Diabetes Specialist, NP
Documentation Manager/Medical Technical Writer
05/2009 – 01/2015
Aflac
Communication Coordinator
04/2007 – 11/2009
St. Francis Hospital
Documentation Specialist
12/1999 – 02/2007
Aflac
Medicare Supplemental Claims Auditor
06/1988 – 08/1994
Education
School Name
Achievement
Dates
Columbus State University
MPA (Master of Public Administration)
2010
Columbus State University
BA, Communication
2008
Clemson University
Professional Certification in Documentation & Business/Technical Writing
2013
Professional Experience
ClearBridge Technology Group for Delta Airlines
Technical Writer
5/2017 – 7/2017
•Interview subject matter experts for content
•Review published materials
•Review and understands client requirements and prepares information appropriate for the audience
•Ensure process compliance
•Integrate and align the processes that will best achieve the desired results
•Review and analyze data and customer-facing documentation to ensure high quality products are produced and to minimize unnecessary rework
•Participate in planning during requirements, analysis and process reviews
•Conduct audits and work with management and responsible team members to assure timely correction action implementation to close identified gaps
•Present information effectively to all levels of the company in electronic, oral, and/or written form, adhering to corporate branding policies and in accordance with the organization’s communications strategy
•Collect, report, verify, validate and maintain product and metrics, as needed
•Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
•Interact with all levels of management and with key contacts in and outside own area of expertise
Onin Staffing for Alfa Insurance Company, Montgomery, AL
Editor and Technical Writer (Consultant)
11/2016 – 05/2017
•Prepare, rewrite and edit copy to improve readability.
•Read copy or proof to detect and correct errors in spelling, punctuation, and syntax.
•Verify facts, dates, and statistics, using standard reference sources.
•Confer with management regarding of developing integrations.
•Read, evaluate, and edit materials submitted for publication and confer with IT staff regarding changes in content, style or organization, or publication.
•Meet frequently with documentation team members, IT staff, directors, and managers to discuss projects and resolve problems.
•Read material to determine index items and arrange them alphabetically or topically, indicating page or chapter location.
•
Acute Care Surgeons – Augusta, GA
Office Manager
03/2016 – 10/2016
•Supervision of office staff:
•Secretary, receptionist, and medical biller
•Ensuring superior customer service
•All aspects of medical office operations:
•Billing, coding and collections, appointment scheduling, and medical records maintenance
Cigniti for Synovus (Contract) – Columbus, GA
07/2014 – 01/2015
Technical Writer
•Testing coordinator with lines of business
•Planning, monitoring, and control of the testing activities and tasks
•Collaboration with the other stakeholders, devise the test objectives, organizational test policies, test strategies and test plans
•Estimate the testing to be done and negotiate with management to acquire the necessary resources
•Lead, guide and monitor the analysis, design, implementation and execution of the test cases, test procedures and test suites
•Ensure proper configuration management of the testware produced and traceability of the tests to the test basis
•Creating tutorials
•Test environment is put into place before test execution and managed during test execution
•Schedule the tests for execution and then monitor, measure, control and report on the test progress, the product quality status and the test results, adapting the test plan and compensating as needed to adjust to evolving conditions
•During test execution and as the project winds down, write summary reports on test status.
Test Script Writer
•Writing instructions to be used in test cases
•Technical writer for existing data validation software
•Analyzed client's existing data validation process
•Created design documentation and proposed solutions to client's internal processes
•Developed system design documents for current and proposed methodologies
• Participated in the preparation and presentation of system overviews for client's upper management personnel to illustrate proposed process improvements.
•Used SharePoint to access and store versions of documents.
Documentation/Manuals/Instructions – Composition and Maintenance
•Determine the needs of end users of technical documentation
•Study product samples and talk with product designers and developers
•Work with technical staff to make products easier to use and thus need fewer instructions
•Organize and write supporting documents for products
•Use photographs, drawings, diagrams, animation, and charts that increase users’ understanding
•Select appropriate medium for message or audience, such as manuals or online videos
•Standardize content across platforms and media
•Gather usability feedback from customers, designers, and manufacturers
•Revise documents as new issues arise
Cigniti for Synovus (continued)
Information Architect
•A bridge between the design and technical teams on a project. Worked with the designers in providing for proper organization of the content
•A liaison when issues are encountered by team members to assure the best outcome for the end-user
•Create guides for the team on the development of the project utilizing graphical elements added by the design team, such as user flow paths to demonstrate functions.
Ft. Benning Wounded Warriors Association
"Wounded Warriors" Program Services to Armed Forces Coordinator (Temporary Position)
07/2010 – 12/2010
•Facilitated oral presentations
•Public speaking
•Community liaison
•Key team member on the Ft. Benning Warrior Games Torch Relay, in coordination with the national Warrior Games. Worked in partnership with government and military officials as well as other community dignitaries to bring a major community event to three adjoining communities; Ft. Benning, Georgia, Columbus, Georgia and Phenix City, Alabama.
•Co-organized several family events and projects to support the WTB. A short list includes the Annual Fly
•Executive budgetary team member
Jose Rivera, MSN, ANP, BC, CDE (Private Practice), Columbus, GA
Documentation Manager/Medical Technical Writer
05/2009 – 01/2015
Prepared all correspondence and documentation for Mr. Rivera's charitable service for indigent Medicare nursing home patients. Included responsibilities:
•Auditing
•Research and correspondence to present evidence where charges were questioned.
•Prepared documentation and researched patients’ files for Medicare audits.
•Correspondence with physicians.
•Conducted extensive proofreading and quality control to ensure proper compliance.
•Extensive use of MS Office and Publisher.
•Responsible for composing, editing, revision and maintenance of documents.
•Billing, form creation, and patient notes
•Record creation and maintenance
Aflac, Claims Department, Columbus, GA
Communication Coordinator (Administrative Assistant)
04/2007 – 11/2009
•Proofreading and quality control to ensure proper compliance with unique insurance laws Coordinated mailing, documentation, and printing on behalf of the teleworkers
•Collaborated with senior management to improve processes and increase productivity.
St. Francis Hospital, Columbus, GA
Documentation Specialist (Executive Assistant / Nursing Assistant)
12/1999 – 02/2006
•Working with teams of physicians, hospital administrators, and the nursing staff to develop new and revise existing policies and procedures to standardize guidelines and governances. Responsible for composing, editing, revision and maintenance.
•Served on committees with medical staff from differing disciplines as the writer for documentation that indicated compliance set by government watch groups.
•JCAHO (The Joint Commission on Accreditation of Healthcare Organizations)
•HIPPA (Health Insurance Portability and Accountability Act)
•Others; such as, Correct Side Surgery Committee or the Surgical Patient Identification Committee.
•Sole responsibility for the Press Gainey daily, weekly, monthly and yearly report. Compiled data, prepared reports that enabled the medical staff and hospital administrators to identify areas needing improvement.
•Press Gainey is an analytics and strategic advisory service which provides information for national hospital ratings using information supplied to them from patients or their families completing a satisfaction survey upon discharge
Aflac
Medicare Supplemental Claims Auditor
06/1988 – 08/1994
Responsibilities included:
•Reviewed and processed Medicare Supplemental insurance claims
•Code interpreting and medical terminology in relation to diagnoses and procedures
•Customer service to policy holders, providers and other internal company entities regarding claims
•Correspondence and communication
•Followed-up with policy holders, providers and agents on issues if needed.
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