• Research construction of and changes to non-normal checklists in coordination with fleet technical pilots and engineers.• Draft changes to electronic checklists.• Write operational and technical bulletins.• Research and respond to customer questions.

• Edit customer-facing documents.• Maintain company website.• Create Company style guide to enforce standardization of documentation.

As a certified ServiceM8 partner, we specialize in helping small business operators transition onto the cloud-based ServiceM8 platform. Additionally, we assist in optimizing workflows and creating forms for use with the ServiceM8 platform.

Responsible for drafting and publishing of the Flight Manuals for the B787 and B747 fleets. All documents worked through Arbortext Editor and published as PDFs to the iPad and UA intranet.Additional responsibilities included editing and publishing of fleet newsletters and editing drafts of other fleet flight manuals.

• Management of Team responsible for manual revisions and bulletins. Oversight included approximately 15 manuals, each requiring 4-5 revisions and approximately 50 bulletins. Many of these documents work in parallel and were on strict timelines, whether they imposed by an FAA mandate or coordination with multiple departments.• Stakeholder management and collaboration with leadership from Flight Operations, Dispatch/NOC, Ground Operations, and Maintenance to draft changes to the manuals. Interfaced with all appropriate departments ensured consistency and compliance (e.g., CFRs).• Published/distributed all manuals and bulletins to electronic flight bag and Company intranet.• Created and maintained FrameMaker EDDs.• Attained required FAA approval of documents.All documentation was completed in a structured authoring environment using FrameMaker and Arbortext Editor.Graduate of Company Manager in Training (MIT) Program, 2010.

• Management of Team responsible for manual revisions and bulletins. Oversight included approximately five manuals primarily used by Ground Operations Employees, each requiring multiple revisions annually.• Stakeholder management and collaboration with leadership from Ground Operations, Dispatch/NOC, Flight Operations, and Maintenance to draft changes to the manuals. Interfacing with all appropriate departments ensures consistency and compliance (e.g., CFRs).

Responsible for drafting, editing, and publishing manuals, memos, and newsletters for frontline Ground Operations Employees. Also assisted with maintaining and revising of training materials, and served as a resource on policies and procedures for frontline Ground Operations Employees.

Responsible for all federally- and Company-required training for Station Employees. Records of these training events were completed using an LMS.While not conducting training, served as a Customer Service Supervisor, assisting Customers and Agents with checkin and reroutes.

Responsible for overseeing all training materials for 3,500 Customer Service Employees. This includes new hire training manuals, workbooks, and assessments, as well as additional training for current Employees. Also involved in special projects in the department, such as an introduction to Documentum and structured authoring using FrameMaker.The initial Baggage Service Office Manual received the award Distinguished Technical Publication from the Society for Technical Communication for 2005-2006.

As the beginning of my career with Southwest Airlines, I started at the Cleveland Airport in Customer Service. After five months, I was promoted to Supervisor, responsible for overseeing a Team of Customer Service Agents and assisting Customers with ticketing, boarding, reroutes, and lost baggage.

Served as Secretary of the Lone Star Community (LSC), as Treasurer for the Region 5 Conference, as a judge for the tech pubs competitions, and as Treasurer for LSC.

As part of a small staff of a small nonprofit, I worked at many tasks. These included creating the first membership program and associated materials, managing the museum store, recruiting summer docents, networking with other cultural centers around the city, and managing many of the marketing needs of the museum.