Spearheaded a major overhaul of the customer service documentation library for Reliant and several other NRG brands. Led a special project team tasked with developing, testing, and populating a new content management system with hundreds of documents collected from different systems. Implemented a new document control process to ensure that all document updates are vetted by technical writers for style, clarity, and relevancy prior to publication. Conducted regular audits to identify outdated and convoluted documents, and worked directly with subject matter experts to improve their accuracy and usability. Worked with Training Department to develop and, on occasion, deliver training courses for new call center agents. Created a workflow for curriculum development and managed the SharePoint site used by trainers in the US and Mexico.Received commendations from peers and supervisors for interpersonal skills, flexibility, innovative thinking, and showing leadership on difficult projects. Also tied for 1st place in the inaugural NRG Queso Cook-off.

Worked on documentation projects for a large body of clients, mostly in the energy sector. Conducted interviews with SMEs; produced operating procedures, purchasing standards, vendor contracts, and more; acted as senior QA/QC editor; created graphics and flowcharts to enhance documents; and facilitated meetings to consolidate changes made by project team members.

Directed publication operations and managed editorial staff for The Bison, Harding University’s award-winning, student-run newspaper. Oversaw issue design, guided content development, directed content selection, and performed final QA/QC reviews and edits prior to publication.

Edited technical documents for major companies in the energy and military sectors. Created Web writing lesson and facilitated instruction to editors at a major oilfield services company. Oversaw documentation of procedures performed on US military vehicles.