Lee Ann Bethune Email & Phone Number

Minneapolis, Minnesota, United States Remote

• Writing, creating, and editing training and procedure manuals.• Working closely with SMEs to document processes, and capture business requirements.• Accurately mapping process flows using Microsoft Visio. • Publishing detailed manuals using TeamSite, ServiceNow and Salesforce content management systems.• Preparing and submitting documents to compliance for review.• Documenting procedure updates, tracking version history and submitting to change control for review. • Creating communication templates, developing writing standards, and documenting departmental changes affecting the writing team.• Training new employees, producing reports to capture workflow statuses, request volumes and outstanding approvals.• Presenting updated materials to stakeholders and incorporating feedback via Microsoft Teams. • Successfully meeting deadlines by tracking approvals and contacting SMEs for updates.• Prioritizing and managing a high volume of requests using SharePoint workflows. • Facilitating annual reviews to ensure alignment with current policies and regulations.• Producing effective and accurate procedure manuals by collaborating with business lines, quality assurance, quality control and risk.• Monitoring procedure projects, researching information, and resolving issues for key stakeholders.

Greater Minneapolis-St. Paul Area

• Writing quick guides for training and documenting current procedures reducing time to onboard new associates. • Creating process flows using Microsoft Visio documenting learner application procedures in CORE software. • Collaborating with academic leadership to streamline grading and registration process. Created procedure guide to document current process for new site-based applications.• Creating new application tracking system using Microsoft SharePoint for site-based learning application. Significantly reducing errors and streamline application review process.• Analyzing course registration data utilizing Vlookup, Hlookup, and pivot tables in MS Excel. Creating data dashboards to present information to academic leadership.

Greater Minneapolis-St. Paul Area

• Developed formal procedure documents to support university change management initiative resulting in 50% percent reduction of time to onboard.• Created process flow using Microsoft Visio to capture end to end of doctoral review process.• Developed SharePoint site as a document management system, streamlining all current projects to support university change management initiative. • Collaborated with multiple departments to ensure accuracy of learner documentation in Qualtrics.• Developing process changes and writing SOPs that lead to a significate reduction in the doctoral review processing time. • Successfully learned 20 new processes, 10 major process changes and 3 new document management systems in less than 1 year.

Greater Minneapolis-St. Paul Area

• Achieved 15% improvement of team quality scores by developing User Guides and “How-to” manuals. • Conducted quarterly reviews of training materials, adhering to version control guidelines in support of new retention policy initiative.• Created rubric for reviewing academic readiness appeals, contributing to improved learner graduation and retention rates.• Successfully managing multiple processes daily including policy exceptions, enrollment processing, updating learner records, reviewing appeal documentation.• 10% reduction in process delays of learner financial aid by creating an audit to capture learner enrollment errors. • Successfully migrated 200 documents to SharePoint 2016 as the team SME for all end user testing and site design. • Wrote and implemented 25 training processing documents.• Achieved 20% reduction in case errors by writing targeted quick reference guides for multiple departments across the university.• Designed/created a new training tool using Adobe Captivate and achieved a 50% reduction in training times.• Developed targeted reference guides for external departments to drive and achieve a 20% reduction in case errors.

Greater Minneapolis-St. Paul Area

• Retooled the Registrar’s Office SharePoint site to improve usefulness, archived rules, decisions, and historical information. • Developed user documentation and explained new procedures to multiple departments.• Collaborated cross functionally with project managers to analyze new products for potential academic and operational challenges. • Enabled learner successes by collaborating with multiple departments to resolve international admission issues. • Successfully led an Operations department audit to identity gaps; created new procedures focused on reducing risk.• Conducted business analysis of new products. Translated requirements into high quality operational documentation for eight new products.

Greater Minneapolis-St. Paul Area

• Consistent surpassing of SLAs by processing 100 cases and responding to 50 emails inquiries daily. • Helped mitigate/lessen the impact of risks to the University by leading weekly cross-functional leadership meetings and packaging policy exception requests for review. • Designed and developed a new request form and streamlined documentation procedure to improve exception metrics. • Reduced the volume of manual orientation registrations by redesigning process workflows and by verifying accurate processing. • Enhanced and expanded communication between Operations and Academic Services by partnering on process changes, and by improving the customer experience. • Significantly improved processing times for registration requests by reducing handoffs between operational teams. • Writing and publishing 25 procedural documentation.

Bachelor Of Science - Bs, Independent Studies - Visual Communications

Certified Professional Coder

Associate Of Arts (Aa), General