Technical Writer/Instructional Design
Resume:
Charly A. Sanders
Canyon Country, CA 91351
**********@*****.***
Professional Summary
Results oriented technical writer with extensive experience and expertise in organizational dynamics, policies, procedures, and systems for a variety of audiences. Proven ability to define business requirements, develop policy and user manuals, guides, and facilitate curriculum. Experienced in project management with special expertise in meeting project milestones and deadlines. Successfully work within project budget, time constraints, and changing priorities. Detailed-oriented with a focus on achieving real-world business results. Consistently met aggressive deadlines while maintaining copy standards and quality that meet the company’s goals and objectives on time and within budget.
Education B.S., Business Management, University of Phoenix, Woodland Hills, CA – 1998
PC Proficiencies
•Microsoft Operating Systems: Word, Excel, Outlook, PowerPoint, FrontPage, Publisher, Visio, Project; Basic HTML and various proprietary systems
•SnagIt, PhotoShop, FrontPage, FrameMaker, and RoboHelp
Career Highlights
8/2006 – 8/2007 Senior Technical Writer/Consultant, WMC Mortgage, Burbank, CA
(Contract Position through Convergenz, LLC, McLean, VA)
•Provided technical writing, editing, and documentation management support for the Bank-wide project to convert current documentation to meet the Federal Savings Bank requirements.
•Coordinated documentation development with national and foreign management partners, engineers, IT personnel and subject matter experts.
•Performed needs analysis, interviews and research, and subsequently develop procedures in compliance with company policies and federal savings bank requirements for technical and non-technical users.
•Developed a documentation review process to satisfy managements audit internal control.
•Determined the appropriate basis standards and wrote the required standards and procedures accordingly.
3/2003 – 8/2006 Senior Technical Writer, Countrywide Financial Corporation, West Hills, CA (Fulltime position)
•Consulted with management regarding the development or maintenance of new and existing projects.
•Managed the development of technical documentation for technical and non-technical users for distribution via print, electronic, or Intranet publications.
•Interviewed managers, subject matter experts, analysts, developers and other technical personnel.
•Presented and created documentation in a consistent format while ensuring compliance with regulatory and division standards.
•Prepared, researched, and wrote content for technical procedures, and technology-related services, in addition to preparing and maintaining documentation relating to systems, products, and services.
•Responsible for the development, design, documentation, and maintenance of the policies, procedures, and other written documentation.
•Managed and monitored the quality of all documentation to ensure it was accurate and up-to-date.
•Ensured all documents were consistent with the company's branding, policies, and guidelines.
•Ensured documentation was accurate and developed according to the division’s policies.
•Originated and processed production technology requests for web postings using the newly implemented Viper program.
5/2000 – 3/2003 Senior Technical Writer, Gilbarco Veeder-Root, Glendale, CA
(Fulltime Position)
•Analyzed complex technical information to design and develop software user guides and training documentation.
•Conducted needs assessments with management, engineers, technicians, and subject matter experts to identify documentation and training needs.
•Created skills-based single source documents for three retail management software products, a handle scanner, and a point–of-sale system. Single source documents reduce the time and cost of developing and maintaining source files.
•Published the company’s first training program for the new point-of-sale register.
2/2000 –4/2000 Training and Development Specialist, Angeles Communications, Glendale, CA (Contract Position)
•Researched, developed and created the company’s first curriculum for a five-day hands-on training class that taught employees how to use the Windows-based philanthropy system. The system automatically provided the names and phone numbers for potential donors.
•Developed related scripts and scenarios to support the collection efforts.
•Facilitated the program to all Call Center employees, which included managers, supervisors and staff.
•Developed a documentation and facilitation plan to support the documentation developed for future use.
9/1999 – 1/2000 Training and Development Specialist, AMTEC Audiotext, Inc., Los Angeles, CA (Contract Position)
•Researched and developed the company’s first functional skills based training program for technical and non-technical Customer Service Department personnel.
•Document sets included leader’s guide, student manual, course materials, and an animated PowerPoint presentation.
3/1998 – 9/1999 Training Manager, Network Telephone Services, Woodland Hills, CA (Fulltime Position)
•Start-up department. Hired, trained, and supervised subject matter experts who became training specialists.
•Managed training department, trainers, curriculum development, assessed training needs, created training curriculum, evaluations, and facilitated programs.
•Created and facilitated customized skills-based and soft skills training programs for new hires and existing employees. Results: Increased product awareness and knowledge, reduced costs, and improved productivity.
•Created, facilitated, and implemented the company’s first Emergency Response Program, which included practice drills with various disaster scenarios.
•Created multiple incentive activities that supported the company’s beliefs and values.
2/1988 – 3/1998 Senior Training and Development Specialist, Home Savings of America, Irwindale, CA (Fulltime Position) Sr. Training and Development Specialist
•Responsible for curriculum development, writing, and technical accuracy of course content.
•Managed numerous diverse projects from inception to implementation, which included defining project and objectives, prioritizing tasks, project management, scheduling, and quality control.
•Implemented process improvement methodologies to improve performance and increase efficiency.
•Trained and coached employees on practical business skills, group process skills, continuous improvement, effective goal setting, customer service, and proprietary systems.
•Created training curriculum, evaluations, policy manuals, user guides, and course materials.
Training and Development Specialist
•Conducted needs assessments with management and subject matter experts to evaluate the effectiveness of existing programs or create new programs.
•Created and facilitated numerous skills-based training programs for various departments.
•Applied project management methodologies to the instructional design process, including needs assessment, job analysis, course design, and development.
•Participated in the selection and implementation of a new support system and developed the training and policy manual for the system.
•Document sets included leader’s guides, student manuals, course evaluations, and course materials for instructor-led and self-paced courses.
Servicing Experience
Senior Foreclosure/Bankruptcy Specialist
•Provided management with support in all areas of the foreclosure and bankruptcy process.
•Proven success in handling sensitive situations with customers.
•Closely monitored the foreclosure and bankruptcy process and provided outside counsel with the necessary documentation to process the foreclosure or bankruptcy.
•Reduced company losses by ensuring foreclosures and bankruptcies were processed timely.
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