Bill Snell Email and Phone Number

I consult and collaborate with subject matter experts to create work instructions and job aids for all levels of staff in pharmacy fulfillment operations. My projects require attention to detail and navigating the complexities of federal and state regulations, HIPAA, and ever-changing technology.

I research and collaborate to deliver a satisfying user experience with software and technology, serving as the key link between the user community and developers. I have experience in writing documentation and training for business process systems, customer relationship management, sales analytics, sales campaigns, and inventory management.

I authored and edited the documentation suite for multiple business process software products, supporting a successful user experience, including release notes, online API references for widgets, SOAP, and REST, and manuals for technical experts and end users. As a member of multiple Agile development teams, I consulted and collaborated to produce full, accurate and consistent documents for upgrades and features. Using DITA XML structured authoring with Vasont Content Management for efficiency in topic versioning and re-use, I delivered clear and concise content with appropriate corporate style and branding. Recent projects include a user guide for a new analytics workspace; updates for extensive infrastructure upgrades (operating system, application server, HTTP server, and database server); complete testing of the installation and configuration manual; and the first comprehensive cross-product troubleshooting guide.

Provided world-class customer service. Processed and sorted incoming merchandise shipments, organized and stocked shelves, maintaining a neat, clean, and orderly store appearance. Reviewed stock and updated inventory management system to reflect accurate and timely counts.

I facilitated documentation, training, and support for an 800-member Siebel CRM and Hyperion Sales Analytics Dashboard user community. I gathered and documented requirements to develop UMB's first enterprise-wide sales analytics reporting dashboard, assisting leaders in gauging pipeline and key sales force performance indicators. I later led two subsequent upgrade/enhancement projects to the Sales Analytics Dashboard, expanding the user base from executives and sales managers to the entire sales force, allowing each person to monitor their own goal-based progress.I authored interactive online help and tutorials, manuals, job aids, and FAQs. I also created specialized reports analyzing campaign effectiveness, key performance benchmarks and return on marketing investment.I was part of a team effort to streamline the Siebel CRM user interface and functionality. I also led a project to revise the CRM workflow to halve entry effort and maximize efficiency in sales-based incentive reporting. I analyzed data integration from nine legacy systems into the Siebel CRM database, and partnered with the development team to research and resolve user and data quality issues.

I researched and resolved highly sensitive transaction exceptions, averting $5-6 million in potential losses each month. My position required precise, tactful, and diplomatic communication with both internal and external customers, as well as other banks as we partnered to reconcile transactions. I trained new employees, and took on the work of creating job aids and authoring procedural documents to ensure that my team would have consistent and accurate information.