Developed, edited, and published UX and procedural documentation for contact agents across multiple business lines (retail, online, financial services). Created structured content for customer service responses, internal knowledge bases, and user interfaces. Ensured content consistency, accessibility compliance, and SEO best practices in all published materials.

Technical Writer at TD WEALTH

May 1, 2023 - August 1, 2023

Developed procedural and UX documentation for financial applications across multiple business streams. Led project documentation planning and execution, ensuring streamlined content across UX workflows. Consulted with subject matter experts to enhance accessibility and usability of content. Developed detailed project development schedules for multiple stages. Updated documentation to cater to the specific needs of each business stream, enhancing relevance and usability.

Technical Writer at Sun Life

May 1, 2022 - January 1, 2023

Designed structured content for a new CRM platform, ensuring clear user navigation and training materials. Developed project documentation for the staged launch of a new CRM platform using AGILE. Reviewed and edited process documentation for accessibility compliance and ease of use. Tested user interfaces for usability and streamlined logistics. Edited HTML code within the documentation environment for accuracy. Served as the sole technical writer, collaborating with Agile teams to align content with business needs.

Content Marketing Writer at Todd Race Copywriting

January 1, 2020 - February 1, 2024

Led end-to-end content development for financial institutions, including credit unions and ESG-focused financial advisors. Executed a major website update for a leading credit union, enhancing user engagement and readability. Oversaw content structuring, editing, and final publication of a financial advisory book, now available on Amazon.

Technical Writer at CIBC

September 1, 2018 - December 1, 2019

Created and maintained procedural documentation for various financial services. Negotiated schedules and content scope with document owners and stakeholders. Ensured editorial consistency and alignment with digital UX standards. Contributed to the digital business onboarding process by developing onboarding application documentation for commercial clients.

Technical Writer at INTERNATIONAL FINANCIAL DATA SERVICES (IFDS)

January 1, 2008 - January 1, 2018

Developed extensive UX and financial software documentation for Canadian and international markets. Provided in-depth expertise on regulatory compliance, financial products, and investment platforms. Led content standardization efforts, ensuring clear communication across multiple documentation sets. Oversaw the development of comprehensive procedural documentation, system requirements, and technical specifications for financial services software used in Canadian and international markets. Conducted interviews with subject matter experts and end-users throughout the software development cycle to determine documentation needs and ensure a thorough understanding. Provided in-team expertise on Canadian financial products, legislative structures, and regulatory frameworks. Ensured the timely publication of release-oriented documentation, maintaining consistency even when source documentation arrival times varied.