Technical Writer Call Center
Resume:
TRAINING CONTENT DEVELOPER
Rushmore Loan Management Services / Nov. 2018 – May 2023
• Harnessed strength as a writer to support business needs through technical, business, copy, and creative writing
• Developed engaging training materials for multiple frontline work groups, i.e. Call Center, outside customers, and executive audiences
• Used animation tools to create engaging animated training videos
• Created interactive e-learning training modules using PowerPoint, Adobe Captivate, and Rise based on adult learning methodologies while taking advantage of opportunities to highlight diversity and inclusion
• Researched and implemented new and unorthodox training mediums to stay in front of industry trends
• Maintained company-wide training history and curriculums through the LMS TECHNICAL WRITER/INSTRUCTIONAL DESIGNER
American Homes 4 Rent / Mar. 2016 – July 2018
• One of two technical writers who created content for 23 markets across the country
• Regularly authored and published company-wide training materials, quick- step guides, legal documents, policies and procedures, and company communications
• Created interactive e-learning training courses covering compliance and software instructional courses
• Streamlined the company safety program in compliance with OSHA regulations
• Maintained the company’s online reference database containing training documents regularly accessed by employees nationwide WRITING AND DESIGN SPECIALIST
Texas Health and Human Services / Apr. 2024 – May 2025
• Contributed writing and design elements to the Pink Book information guide
– a compendium of Medicaid/CHIP information issued statewide
• Developed engaging training materials and events for internal staff, including writing tutorial presentations and different networking events
• Helped facilitate many meetings between Medicaid directors and Managed Care Organization representatives
• Designed and wrote one-page flyers that were circulated to internal and external audiences
• Maintained multiple communication inboxes on Outlook
• Managed the GovDelivery system – a communication system that allows government groups to share important information with many subscription groups
Kevin Ramirez
Training Content Developer /
Technical Writer
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EDUCATION
COLUMBUS STATE UNIVERSITY
Columbus, GA
B.A: Professional Writing
TECHNICAL SKILLS
Writing and Editing – Technical,
business, creative, copy
Animation – Vyond Animation Tool
Course Development – Adobe
Captivate, Rise, Cornerstone
Course Creator Tool
Graphic Design – PowerPoint,
InDesign
LMS – Cornerstone, FIS
ACHIEVEMENTS
Wrote the audit reports for executive
leaders during our company’s CFPB
audit
Revamped and rewrote the company’s
agent training materials centered on
customer service, shifting it from a
collections standpoint to a more
collaborative, customer-friendly
perspective
Served as Rushmore’s only
writer/content developer and one of its
only two LMS administrators
Created an animated series based on
government mortgage loans that was
circulated company-wide
EXPERIENCE
Austin, TX
CAREER OBJECTIVE
Hard-working professional with over 15 years of writing and editing experience, as well as proven knowledge of training and development, adult learning strategies, and innovative content creation. Aiming to leverage my skills and enthusiasm for learning to successfully fill a content development role EXPERIENCE
PRECISION-GUIDED MUNITIONS SPECIALIST
United States Air Force / 2012-2016
• Tested, maintained, transported, and stored missiles and other live military munitions
• Studied and mastered technical manuals to gain a greater understanding of the different precision-guided munitions
• Led crews and trained new Airmen on job-related tasks, such as safe disassembly procedures, the navigation of technical orders, and the proper storage procedures of explosives
• Regularly volunteered in events outside of work to help reinforce the USAF’s positive presence in the community
****************@*****.***
TECHNICAL SKILLS
Writing and Editing – Technical,
business, creative, copy
Animation – Vyond Animation Tool
Course Development – Adobe
Captivate, Rise, Cornerstone
Course Creator Tool
Graphic Design – PowerPoint,
InDesign
LMS – Cornerstone, FIS
Kevin Ramirez
Training Content Developer /
Technical Writer
Austin, TX
EDUCATION
COLUMBUS STATE UNIVERSITY
Columbus, GA
B.A: Professional Writing
ACHIEVEMENTS
Wrote the audit reports for executive
leaders during our company’s CFPB
audit
Revamped and rewrote the company’s
agent training materials centered on
customer service, shifting it from a
collections standpoint to a more
collaborative, customer-friendly
perspective
Served as Rushmore’s only
writer/content developer and one of its
only two LMS administrators
Created an animated series based on
government mortgage loans that was
circulated company-wide
****************@*****.***
TECHNICAL SKILLS
Writing and Editing – Technical,
business, creative, copy
Animation – Vyond Animation Tool
Course Development – Adobe
Captivate, Rise, Cornerstone
Course Creator Tool
Graphic Design – PowerPoint,
InDesign
LMS – Cornerstone, FIS
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