As the Technical Communications Manager at One Network Enterprises in Dallas, Texas, I built and led a team of technical writers, implemented CMS platforms, and developed documentation strategies to drive customer satisfaction and retention. I ensured compliance with company standards and established UX content standards to reduce costs and improve global content scalability.Accomplishments:• Built and led a team of eight technical writers, overseeing recruitment, training, and professional development to enhance documentation quality and streamline process efficiency.• Implemented CMS platforms like Paligo and Confluence, improving documentation efficiency by 20% and enabling content reuse across multiple projects.• Developed comprehensive documentation strategies to improve content delivery, usability, and customer satisfaction for SaaS products, driving increased customer retention.• Ensured compliance with ISO standards, enhancing documentation processes to meet quality and regulatory requirements.•Advocated for and established UX content standards, reducing internationalization costs and ensuring global content scalability and consistency.•Introduced and maintained a ticketing system, improving workload tracking and efficiency across the team.•Researched new tools and industry best practices to improve documentation offerings, increasing content reusability and streamlining workflows.•Facilitated cross-functional communication with QA, customer support, and marketing teams to ensure alignment of documentation strategies with business goals.

In my role as Principal Technical Writer at One Network, I focused on content creation, process implementation, and process improvement. I introduced a new writing system to streamline document production, implemented collaboration policies between teams, and created document styles for standardization.Accomplishments:• Introduced a new writing system to streamline and simplify the document production process, resulting in improved content delivery.• Implemented a documentation tracking system to manage workloads and assist in planning for future projects.• Improved the design of technical content deliverables, increasing usability and customer satisfaction through hands-on content development.• Established collaboration policies between development and documentation teams, fostering cooperation and improving workflow efficiency.• Created document styles and style guides for written and video documentation to standardize output across the company.