Technical Writer Manager

Summary

** ***** ** * ********* in product liability & personal injury law. I have experience managing diverse teams of up to 50 in legal call center operations, medical records case management, litigation support and document quality assurance. Four years as a technical writer and training coordinator; I documented IT solutions for legal and accounting end-users as well as user manuals and procedures.

Education

BS Communications 2005 The University of Texas at Austin Austin, TX

Experience

6/16 – Present Call Center Manager – Pulaski Law Firm Houston, TX

Manage a staff of 15-50 to ensure promptness of incoming and outbound calls.

Translate and convey specific legal information and instructions from the attorneys to all staff, including legal assistants.

Create and conduct training for all employees on legal and medical information and client relation standards; user manual improved employee comprehension and quality of incoming claims by 43%.

9/14 –11/15 Legal Technical Writer – ExxonMobil Corp Spring, TX

Created up to 200 pages of user manuals and training presentations for complex legal accounting IT systems for ExxonMobil Law.

Documents were noted to have significantly helped end users access and comprehend a new accounting system with no reported errors in legal accounting.

Drafted communications that reached an international audience of ExxonMobil legal personnel and executives on technology trends.

3/12 – 9/14 Technical Writer & Quality Control Supervisor – Lee Murphy Law Firm Houston, TX

Wrote, Recorded, Edited and Produced 10 manuals and 12 videos for employee training.

Training videos were used to re-train employees in accordance with State and Federal confidentiality regulations.

Videos were up to an hour long and manuals were ~200 pages.

Training materials successfully streamlined new employee training time, minimized human error and minimized employee turn-over rate by over 50%.

Simultaneously managed 3 separate departments while writing ~200 pages of procedures for organizing workload and job performance excellence for all departments.

Implemented the law firm's first phone call quality review and scoring system and documents processing notation system.

11/10 – 2/12 Contact Center Asst. Director – Clark, Burnett, Love & Lee Houston, TX

Supported Call Center Director in supervising up to 50 persons, and ensure completion of work.

Promoted to Assistant Director within 8 months of hiring at entry level.

11/06 – 11/10 Legal Assistant/Documents Case Manager – Bailey, Perrin, Bailey Houston, TX

Reviewed and corrected hundreds of deficiencies and shipped legally mandated documents to opposing counsel as part of tolling agreement in a ~$60 million dollar claim settlement.

Ordered, expedited and noted receipt of thousands of pages of confidential medical records for evidence in mass tort claims.

References are available upon request. Please, call or email for more information.