Led and executed communication strategy discussions with business partners within an Agile framework. Created technical documentation for distribution to Fiserv clients. Actively involved in process improvement discussions. Assisted in developing training materials and procedural documentation.• Responsible for communicating to 5,000+ clients across multiple product lines • Wrote and implemented business procedure documentation for new associates and acted as a mentor in their development • Managed communications for major networks, including Visa®, MasterCard®, Accel®, MoneyPass®, and STAR®• Managed quarterly release Account Processing communications for Precision and Cleartouch

Managed, wrote, and edited business policies and procedures for all areas of Operations to provide concise, accurate information to front-line associates. Audited business procedures and made editing updates to improve processes.Accomplishments:• Wrote and implemented training documentation for new associates.• Designed a new policy/procedure format that is more user-friendly for clients.• Facilitated formal documentation reviews with SMEs and stakeholders.

Capital One, Tigard, OR 5/1/2008 - 12/7/2013Communications EditorResponsibilities: Managed, wrote, and edited Fraud business policies and procedures to provide accurate communication to front-line associates. Owned strategic projects involving business stakeholders and audited business procedures written by peers to identify opportunities for improvement.* Developed an HTML reference page to help new writers write content faster and more efficiently.* Successfully migrated more than 300 pages of content onto the company intranet.* Enhanced search capabilities of company intranet and streamlined procedures to make them more user-friendly.

Rewards LiaisonResponsibilities: Acted as a liaison between Capital One and our Rewards vendor to answer questions and issues that resulted from customer servicing. Resolved customer complaints and facilitated quality monitoring sessions to assure customer satisfaction.* Renegotiated Rewards vendor contract to refine service level agreements and institute higher servicing standards.* Implemented new quality guidelines to stress the importance of VIP clients to the vendor.

Responsibilities: Researched process changes and analyzed business initiatives to determine impacts to Customer Care inbound call volume. Completed quantitative and qualitative account-level analysis using SAS to forecast inbound call volume and staffing requirements.* Developed and implemented forecasting models and techniques resulting in improved forecasting accuracy.* Prepared and presented formal presentations to management regarding forecasted call volume and provided staffing recommendations.

Responsibilities: Built forecasting models and analyzed historical data to create inbound call volume forecasts and staffing requirements. Managed scheduling team to assign over 500 associates to required schedules for optimum efficiency.* Administrator for Aspect eWorkforce Management (eWFM)* Improved staffing efficiency resulting from accurate capacity planning.