Jonathan L. Email & Phone Number

Dallas, TX, US

Plano, Texas, United States

-Conduct user persona story board design sessions across loans, mortgages, and cards to integrate with product content strategies for feature prioritization and development-Synthesize user requirements from various lines of business communities for the refinement of optimizing delivery -Convert business requirements to functional requirements-Create and.

- Created content for both internal and customer-facing documents- Generated policies, procedures, job aids, standards, guides, guidelines, technical documentation- Planned and executed documentation for upcoming releases and new product initiatives- Completed annual and versioning review/revisions of existing documentation- Worked directly with.

- Created content for customer-facing produce documentation- Generated policies and procedures, step-action tables, technical notes, flowcharts, etc.- Planned and executed documentation for releases and new product initiatives- Designed task-centric customer-focused documentation- Led team of internal auditors to ensure policy and procedures were executed.

Dallas-Fort Worth Metroplex

• Create content for customer-facing product documentation partnering with the UX technology team
• Manage the intake process by refining requirements
• Generate entire documentation suites, product manuals, technical notes
• Plan and execute documentation for releases and new product initiatives
• Design task-centric customer-focused documentation
• Initiate changes to documentation development process, reducing review cycles and SME re-engagement

Frisco, TX

I developed a SharePoint for company-wide use. Initially, it was created to house the company's standard operating procedures and job aids, but grew to encompass numerous facets of the company's day-to-day operations. I was also tasked with creating instructional documentation to coincide with the introduction of ResWare, the company's new servicing.

Plano, TX

• Reviewed test scripts for adherence to policy
• Conducted routine audits against SDLC policy
• Maintained SDLC playbooks
• Use case selection
• Co-create functional requirements
• Conducted data quality reviews

Plano, TX

Plano, TX

• Hosted execution work sessions
• Created project plans
• Audited vendor invoices against policy and procedures

Plano, TX

• Created product manuals
• Developed polices and procedural documents
• Created dashboards and reports to track key performance indicatorsI developed manuals, policies, and procedural documents for company-wide distribution. I also worked regularly with subject matter experts to collect.

• Mapped pricing indexes to billing system
• Updated billing playbook to reflect new product models
• Collected customer concerns and feedback to drive service delivery enhancements