THERESA PRINCE-COLE

Houston, Texas ***** 832-***-**** ad1a3o@r.postjobfree.com

Skills

• Proficient with Microsoft

Office

• Proficient with Adobe Suite

• Proficient with ServiceNow

• Proficient with HTML and

XML script

• Knowledge of JavaScript

• Knowledge of SaaS

• Proofreading and Editing

Skills

• Research and Development

• AP Style/Associated Press

Style

• APA/MLA Style

• IRS R&D/ERC Regulations

• Chicago Manual of Style

• Help docs and FAQs

• Infographics

• Instructional documents

• Account Management

• CRM Software

• Employee Onboarding

• Documentation Software

Management

• Software Implementation

Work History

Qualitative Services Manager/Technical Writer 03/2021 to Current Tax Credit Collective – Dallas, TX

• Stay updated on IRS notices and regulatory updates related to research and development (R&D) and employee retention credits. Apply changes to ensure full compliance with tax regulations.

• Collect, maintain, and meticulously analyze qualitative data, ensuring accuracy and relevance to tax compliance projects.

• Conduct interviews with subject matter and technical experts to gather essential information and insights necessary for tax-related projects.

• Possess a deep understanding of regulatory compliance standards in Engineering, Architecture, Construction, and Software industries, ensuring adherence to relevant guidelines.

• Draft, review, and prepare qualitative projects meticulously to meet IRS audit requirements, maintaining a high level of accuracy and completeness.

• Proficiently apply the principles of the 4-Part Test outlined in IRS research and development guidelines to ensure project compliance and eligibility for tax credits.

• Successfully managed a portfolio of high-value clients, resulting in a 20% increase in client satisfaction ratings.

• Implemented process improvements that reduced document review times by 15%, resulting in increased operational efficiency.

Technical Writer I 09/2019 to 03/2021

Carter BloodCare – Euless, TX

• Ensured all documentation met strict regulatory standards (e.g., FDA, AABB), ensuring adherence to quality and safety requirements.

• Worked closely with medical professionals, laboratory technicians, and compliance officers to gather information and insights for precise documentation.

• Developed process flow diagrams and visual aids to simplify complex blood center procedures, facilitating training and comprehension.

• Conducted regular reviews and audits of documentation to identify and correct inaccuracies, maintaining a high level of accuracy and compliance.

• Managed the entire documentation lifecycle, from initial drafting to updates and retirement, ensuring an organized and up-to-date repository.

Policy and Procedure Analyst/Technical Writer 10/2017 to 09/2019 MidFirst Bank – Oklahoma City, OK

• Managed the PolicyTech SaaS documentation software to facilitate seamless employee onboarding and precise permission rights management.

• Oversaw the editing and maintenance of Standard Operating Procedures (SOPs) encompassing technology and cybersecurity, including proficiency in JavaScript, HTML, and XML.

• Delivered thorough documentation for technical processes, including startup, shutdown, and first-level troubleshooting, vital for supporting help desk staff in their daily operations.

• Produced well-structured documentation packages for quarterly steering committee meetings, ensuring alignment with strategic objectives and regulatory compliance.

• Led a high-performing team through five successful software releases and upgrades, achieving a 100% on-time delivery rate for all required documentation, contributing to the organization's efficiency and effectiveness. Documentation Specialist/Technical Writer 07/2013 to 05/2015 Powell Industries – Houston, TX

• Restructured and translated complicated engineering documentation.

• Prepared all procedures in InDesign, converted to PDF and uploaded to SharePoint.

• Established, improved and reinforced document management systems to handle current and new expectations.

• Prepared documents for projects in accordance with project manager, team or client specifications.

• Supported end-user access requirements by establishing compliant systems and effective access policies. Customer Account Executive/Technical Support 04/2012 to 01/2013 Comcast Cable – Houston, TX

• Developed strategic customized plans and solutions to achieve target goals utilizing data and CRM tools.

• Consistently excelled in all call center metrics.

• Secured new and maintained existing consumer accounts.

• Provided exemplary customer service in order to build and maintain strong relationships between customers and the Company.

• Addressed complaints promptly including billing and service issues.

• Served as a guide and mentor for fellow team members. Lead Project Coordinator – Houston, TX 01/2007 to 10/2009 Retail Consultant – San Antonio, TX 01/2006 to 01/2007 FedEx Kinko's

• Executed client orders on time to prevent backlogs and delays.

• Prepared and operated offset printing press for maximum efficiency and production.

• Developed creative design for marketing packages, including print materials, brochures, banners and signs.

• Worked with clients to gather and define requirements, establish scopes and managing project milestones.

• Managed all phases of 100+ projects, including conceptualizing designs, managing milestones and incorporating customer feedback.

• Promoted to supervisor position

• Successfully completed all projects with 92% done right and on-time average. Education

Master of Science: Legal Studies 02/2011

Kaplan University - Davenport, IA

Bachelor of Arts: Communication Arts and Journalism 05/2009 University of The Incarnate Word - San Antonio, TX

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