Customer Service Technical Writer

Cheryl A. Jones

Loveland, CO www.linkedin.com/in/cheryl-a-jones-ba-ms 720-***-**** ****************@*****.***

SUMMARY

I am currently an Intern at the Department of Health Care Policy & Financing in the Office of Community Living.

I have worked as a Legislative Aide for Senator Jack Tate (Colorado State Senate).

A Master of Public Health (MPH): Health Systems, Management & Policy (HSMP) student at CU Anschutz.

A determined, yet steady force for advancing health equity, helping the underserved, preventing disease, improving quality-of- life, and reducing health care costs, by utilizing key stakeholder relationships, health education, grant writing, and using evidence-based policies to better inform current legislation.

A senior technical writer and manager, leader and mentor, with 20 years of experience working with all organizational levels, to streamline internal and external processes (put technical ideas into every day terms), promote information structuring (write for reuse), increase technical product accuracy, and improve diverse team performance, for enhanced communication, improved customer service, and increased profit margins.

HIGHLIGHTS

● Legislative Aide (Senator Jack Tate)

● Sr. Technical Writer and Editor

● 2nd Place Rky. Mtn. Case Competition

● Project and Department Manager

● Adobe FrameMaker™

● SAS familiarity

● Restructure Data to “Sell” Ideas

● AMA & Chicago Manual of Style

● Alternative Dispute Resolution (ADR)

● STATA Statistical Analysis

● Microsoft® Suite (Excel)

● Leader and Mentor

LEADERSHIP & PROFESSIONAL ORGANIZATIONS

Student Council: Certificate-to-MPH Liaison 2017-2018 Colorado School of Public Health, University of Northern Colorado, Greeley, CO

Member 2017-present

Colorado Public Health Association (CPHA)

EDUCATION

Candidate: MPH in Health Systems, Management & Policy 2017-present

Colorado School of Public Health, Anschutz, Denver, CO

Master of Integrative Health Science (MS) 2005

Capital University of Integrative Medicine, Washington, DC.

THESIS: The Matrix Revisited-The Biophysics of Electrodermal Measurement

(Thesis explored the relationship between food allergies and dental jaw bone infection – osteonecrosis).

Bachelor of Arts Degree in Communication 1994

University of Colorado, Boulder, CO

INTERNSHIP: Radio Reading Service of the Rockies (online reading for visually impaired)

PROFESSIONAL EXPERIENCE

Intern, Health Care Policy & Financing (HCPF) – OCL Office June 2019 to present

HCPF, Denver, CO

Work with the Colorado Department of Health Care Policy & Financing (HCPF) in the Office of Community Living (Division of Benefits and Services Management), to improve efficiencies and data collection regarding to the quality metrics for the Home and Community based Services waivers.

Data collection and database entry logging for the NCI Child and Family National Core Indicator survey to help the Department determine the effectiveness of their services.

Create three distinct reports demonstrate NCI to OCL quality measure overlap, gaps, areas of concern, recommendations, and policy analysis (as needed) to help the department better understand and utilize existing data, as well as improve cost, quality, and customer services.

Assist with coordinating the meetings, setting agendas, logging the information, and creating a final recommendation with the team on implementing the quality goals. There is a direct benefit to the Department for this team as it will improve our coordination of the bifurcated quality work across OCL.

Proposed: Assist with creation of an OCL cross-matrix quality team tasked with implementing the quality goals of improving the fragmented quality work across OCL: Quality of Service, Member Satisfaction, and Cost Savings within the Office. Consistent quality measurement would assist HCPF, providers, members, and stakeholders to gauge the quality of the services and supports being delivered to our Medicaid recipients. It would also facilitate an understanding across the agency and in the community of how quality improvement activities could enhance Medicaid services and outcomes.

Legislative Aide (Senator Jack Tate) Jan 2017 to present

Colorado State Senate, Denver, CO

Manage internal and external communications (mailings, newsletters, etc.).

Track and resolve constituent concerns.

Assist with general office management, schedule and planning activities, and intern coordination.

Write press releases and assist with writing projects.

Department Manager 2013-2016

Safeway, Broomfield, CO

Managed 30K in department inventory; improved department sales 60% over a two year period (2014-2016).

Customer Service focus resulted in over 50 individual online comments, and top 10% district rank over a two year period (2014-2016).

Trained staff on department operation, State of Colorado health department standards, and customer service protocols. Mentored employees into management.

Professional Writer / Database Engineer 2008-2010

Western Digital, Longmont, CO

Responsible for the organization, creation, development, and design of Firmware Development Engineering processes and documentation across various software platforms.

Provided Lead Writer cross-functional role, by coordinating and directing subject matter expert efforts (SME’s) across departments. Resulted in increased technical requirements clarity, and reduced time-to-market.

Project Analyst / Lead Technical 2005-2009

Kyocera Wireless, Boulder, CO

Awarded Kyocera Gold Key award for Outstanding Customer Service. Interfaced with various internal organizations, subject matter experts (SMEs), configuration management (CM), engineering, and manufacturing, to ensure completion of tasks related to the development, test, and delivery of software and documentation.

Developed, maintained, and distributed standardized project schedules, metrics, reports and other related documents across various departments.

Technical Writer / Consultant 2004-2005

Maxtor Corp., Longmont, CO

Personal Assistant to Corporate Firmware Director. Research, write, and revise interrelated hardware and software qualification component documentation for employee training, and manufacturing cost reduction initiatives. Created documentation and reporting systems. Resulted in improved systems and communication necessary to secure increased corporate revenues, and reduce manufacturing expenditures.

Sr. Technical Writer / OEM Lead Writer 1997-2002

StorageTek Corp., Louisville, CO 1997-2002

Awarded two “Commitment to Customer Satisfaction” Awards for HP Project Management.

Created new guidelines and protocols for OEM tape libraries (hardware/software/support solutions), such as user guides, installation manuals, service manuals, and illustrated parts catalogs (IPCs). Resulted in communication and process improvements, reduced production schedules, decreased time-to-market, and increased overall OEM business for the company.

Worked with technical OEM operators to oversee technical product and documentation accuracy. Resulted in thousands of dollars in reduced sales support service calls over a three-year period.

Quality Control / Technical Writer 1995-1997

Maxtor Corp., Longmont, CO

Responsible for bringing Adobe FrameMaker™ to the company. Resulted in thousands of dollars in sales support service calls over a three-year period.

Created Test and Reliability Engineering documentation and report procedure systems.

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