Gabrielle Little Technical Writer

addqop@r.postjobfree.com LinkedIn 323-***-**** Los Angeles, California

Accomplished and resourceful technical writer with expertise in translating industry terminology into conversational content. Dedicated professional skilled in streamlining processes to optimize efficiency and facilitate project management. Collaborative team player with demonstrated ability to both support and learn from colleagues, achieving best possible project outcomes with group efforts. Knowledgeable of maintaining compliance in a highly regulated industry. Experienced in training, supervising, and supporting versatile and dynamic teams. Committed to continuous improvement efforts.

Areas of Expertise include:

Technical Writing & Editing

Training & Leadership

Change Management

Performance Evaluations

Research & Analysis

Problem Resolution

Regulations & Compliance

Project Management

Risk Management

Professional Experience

MUFG Union Bank, N.A. Monterey Park, California 2000 - 2018

Assistant Vice President and Ops Initiative Analyst, Process and Policy Operations, 2016 - 2018

Analyzed manual content and conducted gap analyses to pinpoint procedure inconsistencies. Led projects involving new products, processes, and systems. Partnered with subject matter experts and company leadership to collect information, develop new procedures, and update existing procedures. Formatted materials to attain professional appearance. Ensured that processes followed compliance guidelines. Documented disclosures. Followed audit recommendations. Sent documents for review. Incorporated final edits. Documented approvals. Published updated documents. Drafted overviews of document revision process.

Key Accomplishments:

Collaborated with content owners to create and update desktop procedures, bank-wide policies, procedure manuals, job aids, and reference materials.

Created concise, straightforward, and accurate technical content.

Assistant Vice President and Ops Initiative Analyst, Bank Operations Administration, User Access Testing, 2012 - 2015

Developed test plans, strategies, and scripts. Conducted UAT following changes to bank systems and products. Partnered with Information Technology Group (ITG) technicians, product managers, system managers, process owners, and users.

Key Accomplishment:

Collaborated with business partners to conduct user access testing (UAT) for bank initiatives, mergers, and acquisitions.

Asst. Vice President and Ops Initiative Analyst, Standard Operations Manual & Bank Policy Manual Migration, 2010 - 2012

Monitored intake form to create and edit procedures. Followed department’s format and style guide to write procedure sections.

Key Accomplishment:

Selected by company leadership to create Standard Operations Manual (SOM), Bank Policy Manual (BPM), General Communication, and other documentation for remediation and migration to new SharePoint-based repository.

Assistant Vice President and Project/Procedures Analyst and Department Trainer, 2006 - 2010

Oversaw consolidation of San Diego Bank Operation Support (BOS) department with Monterey Park BOS department. Developed training materials documenting processes that transferred from the closed banking facility. Offered cross-training for employees that took on new positions or transferred departments. Trained employees hired to service banking offices for newly created department. Maintained “IDEAS” document repository for BOS unit desktop procedures.

Key Accomplishments:

Created successful training program to teach Bank Operations Support employees to perform new processes and procedures.

Customized New Employee Orientation Checklist containing all department processes.

Assistant Vice President and Operations Client Support Group Supervisor, 2001 - 2006

Developed and introduced procedures. Communicated goals and objectives. Trained staff to provide exceptional customer service and address internal customers’ concerns and needs. Offered technical guidance to ensure zero loss exposure. Monitored production standards and service levels. Oversaw account closures, unclaimed property notifications, escheatment, daily General Ledger balancing, rejected Time Deposit debits and credits, and Verification of Deposit and Interest Reporting. Reconciled General Ledger variances. Created workflows, status updates, and monthly certifications.

Key Accomplishments:

Founded Bank Operations Support (BOS) department with management team to centralize Retail Bank processes to a back-office environment.

Executed centralization plan.

Built operations team from the ground up.

Recruited, hired, trained, and managed team of 9 to 13 staff.

Trained staff to adhere to Risk Management guidelines and identify potential risks, reducing loss exposure.

Education & Training

Technical Writing Coursework

CALIFORNIA STATE DOMINGUEZ HILLS

Human Resources Coursework

SOUTHERN ILLINOIS UNIVERSITY

Urban Planning Coursework

EAST CAROLINA UNIVERSITY

Certifications: Lean Six Sigma White Belt

Technical Skills: Adobe, Excel, Outlook, PowerPoint, Project, MS Word, Visio, SharePoint

Contact this candidate