Microsoft Office Manager

Andrea Mebane

Austin, TX ***** 630-***-**** aczng2@r.postjobfree.com linkedin.com/in/andreamebane

Award-winning Professional specializing in technical and customer communications, training, and change management. Motivated, enthusiastic and creative problem-solver who delivers solutions to improve business operations. Impressive management and team building accomplishments in diverse environments

Technical Writer

Training Developer

Content Management

Style Standards

Call Centers

Business Analyst

Project Management

Process Improvement

Cross-functional Team Leadership

Work Experience

Technical Writer / Training Developer February to August 2015

Actium Consulting for ACCENTURE, Austin TX

Responsibilities

Worked on the Texas Office of Attorney General Child Services project to develop a new content database for Child Services where they are replacing an obsolete database system for child services clients and staff

Designed and developed content for an online manual as the Attorney General Office transitions from hard-copy training and process documentation to online content management

Accomplishments

Used IBM's Web Content Manager to manage and publish content and design.

Accenture now uses my design for its other clients.

Revamped many online functions including SEO and usability features for novice to expert users

Redesigned functionality so any staff member can easily add or update processes

Skills used

Six Sigma, Style Standards, HTML, Web Design, Usability, Process Improvement, SEO, IBM Web Content Manager (WCM), IBM Rational Software Architect (RSA), ClearQuest and ClearCase, SnagIt, Microsoft Office

Six Sigma Green Belt, HTML, Adobe Acrobat.

Techsmith: SnagIT and Camtasia

Microsoft Office

Dedicated and dependable; Detail-oriented; Organizational and efficient

SEO, Usability; Change Management; Accountability

Technical and Marketing Writer / Business Analyst September to October 2014

Superior Group for Capitol Appraisal Group, Austin TX

Responsibilities

CAGI is one of the largest property appraisal companies in Texas. Their experts assess utilities, oil refineries, mineral mining, and chemical processing plants.

Redesigned and re-branded the strategy for Capitol Appraisal Group for their annual bids for property appraisals.

Accomplishments

My work contributed to an increase in the procurement of existing and new clients.

Skills used

Technical Writing, Page Layout, Change Management, Project Management, SnagIt, Marketing Techniques, Six Sigma, Problem-solving; Independent worker, Time Management

Technical Writer II / Project Manager II April 2006 to October 2013

Sprint, Overland Park, KA

Responsibilities

Managed a wide variety of internal and customer-facing communication projects focused on improving usability and satisfaction

Designed unified writing style standards and templates for Sprint’s 15,000 specialists that improved content usability in resolving customer issues, contributing to record-breaking 14 quarters of customer satisfaction rating improvements

Devised improved format for sprint.com device and software troubleshooting articles that resolved numerous usability and compatibility issues; Trained new vendor technical writers how to improve their content using tech writing best practices techniques such as individual feedback, weekly calibrations and article reviews.

Accomplishments

Improved content consumption by 23%: Developed Visio processes and writing standards that transformed how-to content into varied levels of expertise basic and advanced levels designed for specialists’ varied levels of expertise

Developed content standards for a new social networking platform within Sprint Customer Management that provided a quicker response to customers’ outlying issues

Contributed to record-breaking 14 quarters (quarter after quarter) of improved customer satisfaction

Skills used

Versatile writing skills: Technical writing; Web, Training; Scripts; Internal and external publications; user manuals; strong IT interface; Webinars; Marketing; Articles; Executive communications; News and information

Six Sigma Green Belt, HTML, Adobe Dreamweaver, Captivate, FrameMaker, Photoshop, Acrobat.

Techsmith: SnagIT and Camtasia

Microsoft Office; Project; SharePoint; Access; Visio. Intuit QuickBase. Apple iWorks. KANA SEM and IQ.

Dedicated and dependable; Detail-oriented; Organizational and efficient

SEO, Usability best practices

Business Analyst (Sprint, continued)

Responsibilities

Replaced an obsolete content management database; Developed requirements for $3M content management project with ROI of 24 months. Led user acceptance testing, developed software workarounds for non-delivered components and converted over 19,000 articles into a new database

Developed and delivered new CM training to hundreds of new users through user case stories; Created appropriate training documents and entitlements to display content by user ID so a specific group could see only the content they need to view

Gathered business requirements and converted them into technical documents, RFPs, SOWs, SWOTs, etc. for projects such as UIs and UXs

oAfter meeting with customer-facing specialists, supervisors, department representatives, and other Operations stakeholders, used eye-tracking software to analyze how the specialist finds the information they need

oUsed that information to play a key role in the development of Sprint proprietary software where we parsed a software process onto Visio tabs for transformation into reactive user list.

oDeveloped a plan that maximized Visio, HTML, XML, and software capabilities into a seamless list of steps.

oProvided supporting documentation with minimal impact to the page’s real estate by showing the user only what they needed when they needed it;

Business Analyst at Sprint (Continued)

oCreated the writing style guide to adopt content uniformity and increase usability; and designed the interface so users could switch effortlessly between newbie and expert paths as needed.

oMaximized the effect of the eye-tracking reports and process sequence to design the language/layout and compile the different databases into one UI.

oThe UI displayed data such as the number of recent customer calls, recent notes, billing information, help, policy, and other articles from the content management system. Developed a new SEO scheme so users found what they needed quickly.

oOversaw user acceptance testing, wrote and delivered over-the-air training.

Achievements

Designed concept of an enterprisewide escalation and support desk instead of a contact center escalation team so the process could run more efficiently. Escalations no longer required floor support, and better scheduling and staffing lowered the number of people needed. Using WFM data for peak call times and other reports I developed, I designed, piloted, and then managed the new support desk including call re-routing, policies, procedures, staff training, scheduling, and process improvements.

Compiled a weekly business assessment and status of a new contact center performance management process

Skills used

Research and analysis, Application of SEO; Resourceful; Versatile; Independent

Change Management (Sprint, continued)

Improved content consumption while leading change management for an updated unified communication plan across 15 channel and brand groups. Many of the departments had been siloed since Sprint wireless began.

Managed style guide and processes to drive a consistent Sprint voice in all communication types and kept knowledge base current with software and product technology and evolving best practices

Improved specialist usability and accessibility by formulating templates and process enhancements for how-to’s, policies, troubleshooting articles and process flows and implementing the practices with all users

Maximized productivity of technical writer teams and process owners by designing materials, training, and merging previously siloed teams on new content management platform which brought shared content and consistency. Created user experience that overcame varied skill levels

Training Development / Training Delivery (Sprint, continued)

Evaluated coaching/metric software for purchase, developed scope of work, and negotiated customization for the software contract

Revamped company’s online coaching tool, driving simplicity, flexibility of use; Increased consistency in documenting coaching and follow-up which improved coaching effectiveness

Developed on-line training for coaching staff and frontline users and executed communications strategy for a new way to incorporate KPI’s into the coaching process. The software provided near-real time metrics and accountability for all staff

Skills used

Adult training methods

Excellent communicator with highly developed soft skills

Adaptability

Service Management Consultant / Project and Vendor Manager 2004-2006

IBM Global Services, Armonk NY

Established and operated 2 vendor call centers and introduced call center performance management in this dual role supporting IBM’s contract with Sprint

Launched two new Sprint vendor 200 seat call centers from staffing to hardware in an aggressive 90-day time frame; Team instituted efficient, standardized rollout process which became global template for all call centers. These two IBM-managed sites delivered best start-up Key Performance Indicators

Provided triage services to vendor call centers struggling to meet key performance indicators which improved customer satisfaction indicators and Sprint/vendor relationship

Introduced IBM performance management to 15 Sprint centers and established innovative techniques for coaching, positive reinforcement, and determination of behavioral root cause to improve metric-based goals

Skills used

Six Sigma; Call center best practices; project management; vendor management; team-building

Supervisor Special Projects Manager Nov 2000 – July 2004

SPRINT CALL CENTER, Bolingbrook, IL

Responsibililties

Coached and mentored specialists to improve their job performance, balance customer and business needs, and recognize achievements

Developed new help desk concept to share escalations across all call centers instead of floor walkers to gain efficiencies

Accomplishments

Recipient of Sprint PCS’s annual top honor for repeated top quarterly performances

Top-rated team leader in sales, customer satisfaction, attendance, and call control

Began as a customer care specialist and promoted to special projects and supervisor for 15-20 customer care specialists in a fast-paced in-bound call center

Skills used

Multi-tasker; Initiative-taker; Problem-solver; Communication; Flexibility; Excalations; Coach

OTHER EXPERIENCE

WFBN-TV Chicago News Director News Anchor Producer Talk Show Host

WJRC Radio Chicago News Anchor News Reporter Talk Show Host

TECHNICAL EXPERIENCE

IBM Web Content Manager WCM IBM Rational Software Architect (RSA), ClearQuest and ClearCase

Six Sigma Green Belt HTML Adobe Dreamweaver, RoboHelp, Captivate, FrameMaker, and Photoshop

SnagIt TeamSite Microsoft Office, Project, SharePoint, Access, and Visio Apple i-Works KANA SEM

EDUCATION

Northern Illinois University, DeKalb, IL BA in Speech Communications: Radio/TV/Film Emphasis

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