Technical Writer
Resume:
Loren E. Robinson
Saint Petersburg, FL 33716
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Profile
An energetic, motivated and highly dynamic person with strong working skills and a broad
range of hands-on and theoretical experience ranging in many areas. Adept at providing support
And developing new processes through ongoing work, defect resolution and enhancement solutions.
Expert in completing demanding assignments with crucial timelines. Highly articulate, demonstrating
excellent interpersonal skills. Strong management skills and methodical aptitude with an innate ability in decision making, coordinating and synthesize data.
Experience
04/2016 – present Knowledge Accelerators: Technical Writer
Work with SME’s and clients to understand the various types of software, as well as identify and develop the needed content.
Write and develop engaging and effective eLearning training materials for several types of media.
Write clear, concise and comprehensive user guides, reference guides, and other artifacts related to technical products.
Identify and communicate sequential steps that you might commonly associate with a process, procedure or solution.
Adhere to companywide scripting and production standards.
Comprehend and navigate new software applications quickly.
Assist in system operations for the development of end-user materials and system training materials.
Create and produce video tutorials for various computer programs in several different languages that include English,
Spanish, Italian and Portuguese.
Provide quality assurance with a planned and systematic pattern of all actions necessary to provide adequate confidence that the products
optimally fulfills customer expectations.
Work in compliance with company policies and guidelines.
Work independently and as part of a team on projects with deadlines.
01/2013 – 04/2016 Transamerica: Insurance Processor, Customer Service Advisor and Trainer
Lead 11 of my co-workers on how to complete their employment development plans
and coached them on how to create S.M.A.R.T (Specific, Measurable, Attainable, Realistic, Time-Bound) goals.
Exceptional interpersonal communicator that collaborates effectively with several departments
including Legal and the Accounting department.
Collaborated with my team members to design, innovate and update the SharePoint website
to make it more user friendly.
Helped with the transition of Policy Owners Services work from the Exton, PA to the
Saint Petersburg, FL office by training 11 team members on how to work efficiently and with high quality.
Improve system processes and procedures by making them less complex and more clear and concise.
02/2007 to 01/2013 Transamerica: Customer Retention Specialist and Team Coach
Coached 35 co-workers on how to turn customer complaints into an opportunity to solve problems
And execute effective solutions.
Used my persuasion skills to retain customers that were dissatisfied with their insurance policies.
Promptly answered customers’ questions about billing by researching their payment history
and the status of their policy.
Shared and implemented my ideas on how to enhance the customer experience.
Education
08/2002 to 05/2005 Ohio Wesleyan University, Delaware, OH
B.A. in English, Coursework Included English, History, Journalism, Philosophy and Accounting.
I developed from the courses strong research skills and verbal and written communication skills.
Additional Information
Relevant Coursework
Technical Writing and Editing at www.udemy.com
Learned how to write different kinds of technical documents such as reference manuals, and user
guides, in many different kinds of formats. And I completed a GitHub User Guide.
Technical Writing: Master Your Writing Career at www.udemy.com
Learned how to write clean, clearly and concisely.
Programming in Python Course at www.thinkful.com
Completed Python programming projects.
Learned how to write concise Python code from an Experienced Software Developer.
Introduction to Python Programming Course at www.udemy.com
FrameMaker 10 Essential Training at www.lynda.com
Acrobat 9 Pro Essential Training at www.lynda.com
LOMA (Life Office Management Association) 281: Meeting Customer Needs with
Insurance and Annuities and 291: Improving the Bottom Line: Insurance Company Operations
I earned my FLMI Level 1 Insurance Fundamentals certificate designation for LOMA.
The coursework deepened my knowledge about the insurance industry.
Computer Experience:
I have experience working with, Python, HTML, Github, Cloud9, Slack, Microsoft SharePoint, Microsoft Word,
Adobe FrameMaker and Adobe Acrobat.
Contact this candidate