Eriel Ross Email & Phone Number

Greater Seattle Area

At Tableau, our mission is to help people see and understand their data. Tableau enables anyone to easily create and share interactive data visualizations, dashboards and analytics, and can scale to organizations of any size or reach.Support Tableau users by delivering product documentation, intuitive UI text and messaging, in-product help, as well as onboarding tutorials in the product and on the web for Tableau Prep and Tableau Desktop. * Define and deliver a just-in-time in-product help experience to engage with users in the moment, answer questions directly in the product, build proficiency, and keep users in their task flow.* Define and drive intuitive in-product terminology and messaging to help users on-board quickly, understand and resolve issues and easily complete their tasks. * Deliver new and updated content for monthly and quarterly releases and implement continuous improvements based on metrics and user feedback.* Deliver walk-through tutorials to enable users to on-board quickly and easily.* Create style guidelines for UI text, messaging, and in-product assistance for writers, UX designers, and product developers.* Create and maintain an end-to-end content model to help writers determine and deliver the content type that best fits the needs of their audience.* Collaborate with team members inside and outside my core group to continuously drive documentation process improvements and efficiencies.

Bellevue, Wa

Edit and publish technical content for Healthcare solution offerings that are intended for IT Pro and Developer audiences. Verify that the guides meet all quality, style and format standards as defined by the department.* Identify and promote documentation style improvements across all Installation and user guides and implement changes in current and future releases.* Consistently deliver large content sets within short release cycles.* Collaborate with engineering authors to produce quality documentation.* Collaborate with team lead on content planning for future releases and provide insights and suggestions for process improvements.* Author self-help Wiki sites for Engineering and editing teams to evangelize and promote documentation processes and procedures.

Deliver a comprehensive scenario-focused documentation set for implementation teams and end-users who use Microsoft Dynamics AX.Microsoft Dynamics AX is an Enterprise Resource Planning suite that supports back office processes for Financials, Supply Chain, Human Resources, Retail, and Public Sector for medium and large organizations. The documentation set is translated into 42 language and is published in the product and on the web.* Applied customer data insights to continuously improve the product through the use of consistent domain-specific terminology, intuitive page design and simplified user interface (UI).* Implemented a UI text review tool methodology that enabled writers to evaluate and improve over 8000 UI text strings and messages in the code branch within a single release cycle.* Improve product and documentation usability by connecting with customers and partners through surveys, usability studies, customer site visits, and international conferences.* Developed and implemented organization-wide UI text and message style guidelines for client and cloud-based products and evangelized new guidelines across the engineering and product development organization.* Collaborated on and delivered an organization-wide documentation style guide to promote voice, tone, and unified style standards * Organized and prioritized content deliverables using Agile to deliver large content sets for multiple products and mobile content within tight deadlines.* Acted as team lead to plan, coordinate and deliver scenario-based end-to-end content for Developer, IT professional, and end-user audiences.* Created and implemented a new content type, based on customer feedback, to improve discoverability and usability of in-product help. Reduced overall topic count by over 30%.* Collaborated with team members inside and outside my core group to continuously drive documentation process improvements and efficiencies.

Designed, wrote, and maintained Oracle and PeopleSoft implementation documentation for multiple applications and for multiple releases of the product. This included writing embedded and non-embedded help and creating classroom and eLearning curriculum for implementation teams, generating over $2M in training revenue.* Analyzed product forms and pages to identify and improve UI text strings to ensure compliance with UI text styles and standards.* Analyzed product process flows to identify embedded and non-embedded help needs and then authored the appropriate content to facilitate and improve product usability.* Researched and evaluated new software application features across multiple products and developed comprehensive scope, design, and outline documents for both documentation and curriculum.* Evaluated product release timelines, and developed comprehensive project plans containing interim milestones and checkpoints.* Designed and created 1 to 5 day training course guides using the ADDIE method of instructional design.* Incorporated gamification into classroom training to engage students, facilitate learning and reinforce key concepts.* Performed customer training sessions for newly released courses, receiving 95% customer satisfaction scores.* Provided support for additional course guides or documentation projects that were behind schedule or without resources, and consistently met project deadlines.

Pleasanton, Ca

As an implementation team member, designed, developed, and implemented custom training programs for Billing and Receivables end-users for PeopleSoft Financials software applications to enable the company to successfully go live.* Conducted in-depth interviews, reviews and analysis of the business processes and procedures to better understand how the back-office Billing and Receivables departments were processing work in their current system. Used the results of my analysis to develop a custom training plan for multiple training courses.* Created customized end-user training courses for various job functions associated with the billing, receivables, and collection departments based on data-driven insights to facilitate the adoption of the new system.* Conducted on-site training for over 300 employees throughout three back-office centers, enabling the employees to successfully “go live” on the PeopleSoft 6.0 Billing and Receivables software applications.

Pleasanton, Ca

Managed a team of 14 underwriters who were responsible for evaluating and managing risk for auto and fire insurance policyholders. Monitored and maintained profitability goals for 12 Insurance Agency districts consisting of approximately 300 agents.* Created procedure manual for internal and external users for new Underwriting software.* Developed and implemented training programs for new automated underwriting program, from design to deployment, for internal personnel and over 100 Insurance Agents.* Provided technical support for employees and agency personnel on new automated underwriting software.* Performed quality control testing for new underwriting software prior to implementation and identified over 1500 functional issues. Developed viable solutions for the issues and performed re-tests using the problem resolutions.* Developed auditing procedures to monitor quality and consistency of internal users.* Coordinated and developed department budget, annually and quarterly, with a 178% growth rate over a one-year period.* Provided direct problem resolution for employees, and acted as first point of contact for Agency personnel and customers, with a maximum 2-hour turn around time.* Performed trend analysis for agents that were unprofitable and conducted profitable growth workshops for agents as needed.

B.S., Finance, International Finance

Activities and Societies: Delta Sigma Pi

Bachelor'S Degree, Business Administration And Management, General