Available to hire
I am a results-focused technical writer and proofreader with 15+ years documenting processes for audits and daily operations. I translate SME and stakeholder input into precise SOPs, work instructions, and user guides, with a commitment to clean information architecture and task-oriented content.
I design templates and govern version control to keep content audit-ready, build Visio process maps, and implement SharePoint-staged workflows. I have had experience rating and annotating AI content. I stay current with AI-assisted documentation practices and Chicago Manual of Style standards, and I enjoy collaborating across teams to improve clarity and user experience. I also have creative and blogging experience, and I have written poetry for over 20 years.
Experience Level
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Work Experience
Business Process Mapping at Meta Payment Systems (Now Pathward)
July 31, 2013 - July 16, 2025Certified in Business Process Mapping through BEM using Microsoft Visio to visually capture and refine workflows. Worked with process owners and users to clarify, streamline, and document key business processes across departments. Helped drive workplace efficiency and communication by formalizing and improving existing internal processes.
Quality Analyst at Meta Payment Systems (Now Pathward)
July 31, 2011 - July 16, 2025Co-developed a full-scale quality assurance program from the ground up with one other team member. Identified business areas in need of quality oversight, implemented structured review processes, and designed detailed reporting systems using advanced Microsoft Excel functions. Developed and enforced service level agreements (SLAs) to guide performance expectations and outcomes. Created and maintained quality tracking spreadsheets using Excel for real-time insights and process accountability. Reviewed case work to identify performance gaps and facilitated quality improvement plans with leadership and front-line staff.
Technical Writer at Midcontinent Communications
June 30, 2007 - July 16, 2025Developed a comprehensive technical training manual for internal onboarding. Organized documentation to ensure easy use by employees across roles and departments. Used clear and concise language to present complex technical concepts to non-technical audiences.
Newsletter Editor and Proofreader
December 31, 2011 - July 16, 2025Led a sizable team to produce a 12-page quarterly internal newsletter focused on organizational insights and employee achievements. Crafted and edited rich, engaging articles that promoted company pride and internal communication. Implemented a structured proofreading method to ensure clarity, grammar, and consistency across all issues.
Business Process Mapping Specialist at Pathward (formerly Meta Payment Systems)
January 1, 2013 - January 1, 2013Turned SME and stakeholder input into Visio process maps; built a SharePoint stage-gated workflow and an Excel index; standardized naming conventions and implemented version control to keep a reusable, audit-ready map library. Wrote policies, proposals, and internal reports, including materials presented to the Board.
Newsletter Editor and Proofreader at Pathward (formerly Meta Payment Systems)
January 1, 2013 - January 1, 2013Edited a 12-page quarterly newsletter, managing approvals, assignments, and final copy to deliver every issue on time. Set scope and column lineup with the newsletter committee, strengthening organizational awareness and communication. Ensured each issue matched organizational goals and audience needs while maintaining a consistent voice. Led proofreading and created an Excel tracker to route drafts and capture approvals, keeping issues clean and on schedule.
Q at Pathward (formerly Meta Payment Systems)
December 31, 2010 - December 31, 2010Co-built the quality program by setting scope, sampling, and thresholds with stakeholders, drafting SLAs, and producing monthly and annual quality reports. Reviewed quality data and compiled concise trend reports that helped teams reduce errors and improve accuracy. Audited prepaid client collateral for accuracy and regulatory compliance, producing documented findings and recommendations for process owners. Created and upheld consistent documentation naming, storage, versioning, and archival, putting a document-control system in place that improved correct storage and made files easy to find.
Software Developer (Consultant) at Eagle Creek Software Services
January 1, 2008 - January 1, 2008Partnered with developers to turn technical details into concise use cases and configuration guides. Performed Siebel software configuration to implement approved requirements and design decisions.
Technical Support / Team Lead / Technical Writer at Midco (formerly Midcontinent Communications)
January 1, 2007 - January 1, 2007Wrote a technical troubleshooting manual that improved clarity and knowledge transfer for the telephone department. Delivered phone, internet, and cable support and worked with field technicians on complex troubleshooting to minimize customer downtime. Mentored new agents after training and served as evening-shift escalation lead to support a consistent customer experience.
Information Security / Technical Writer at Citigroup
January 1, 2000 - January 1, 2000Wrote and edited information security policies and procedures to support internal use and regulatory audits. Maintained information security documentation and audit evidence so reviewers could access current, approved content. Created user IDs and reviewed audit trails; created standardized follow-up letter templates to ensure consistent, timely responses.
Customer Correspondence and Support Roles at Citi
December 31, 1997 - December 31, 1997Composed and proofread customer letters detailing payment issue resolutions, providing customers with clear outcomes and next steps. Authored a 300-page letter template book that standardized customer correspondence and ensured consistent language.
Education
Bachelor of Science in E-Business at Colorado Technical University
January 11, 2030 - November 10, 2025Graduate-level coursework in Professional Writing (non-degree) at Chatham University
January 11, 2030 - November 10, 2025Qualifications
Certified in Business Process Mapping through BEM
January 11, 2030 - July 16, 2025Certified Process Developer
January 11, 2030 - November 10, 2025Business Enterprise Mapping
January 1, 2013 - November 10, 2025Industry Experience
Financial Services, Professional Services, Telecommunications, Software & Internet, Media & Entertainment, Education, Other
These are examples from my personal blog that was online from 2001 to 2011.
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