* Design and produce reports, dashboards, and data visualizations via Power BI* Gather and document report requirements* Write report specifications to meet business needs* Create and configure new reports and dashboards using reporting tools, applications, and queries* Modify and enhance existing reports to adapt to changing business requirements* Validate and test reports to ensure accuracy and quality* Support and train end-users on reporting tools and reports* Develop and administer SharePoint Online as a Site Collection Administrator* Provide expertise in PowerPoint and other communication tools for complex slide development

• Designed and developed knowledge base for training online customer service agents • Wrote and implemented governance and communications plans for content development team • Managed intake of content improvement requests and respond promptly • Performed content audit to identify gaps and plan future content• Planned, wrote, and edited knowledge base articles

* Developed productivity and quick reference guides for internal and external audiences * Composed and published a monthly email newsletter* Promoted content to internal audience, supported users via Yammer* Performed artifact governance (reporting, recommendations for guide retirement)* Compiled monthly metrics (coverage, guide consumption, etc.)* Facilitated Skype meetings, managed PowerPoint presentations, uploaded recordings and published artifacts

* Created, maintained, and optimized customer support articles for a global audience * Ensured content is accurate, functional, and relevant* Explained complex processes in simple, engaging language* Used customer feedback and readership data to improve the usability of content* Partnered with product teams to develop content that enables customers to serve themselves, reducing the need to call customer support

* Audit web content for completeness, correctness, consistency, clarity and relevance* Identify and document training opportunities, skill/knowledge gaps, and processes that negatively impact suppliers and customers* Recommend process improvements by analyzing trends discovered during quality analysis* Provide subject matter expertise to business stakeholders, training, design, and leadership* Set and calibrate QC standards to changing business needs of internal stakeholders

* Managed a team of six QC editors tasked with auditing content for adherence to style guidelines and established content maintenance processes* Reported on overall quality, individual performance, trends in errors* Suggested process improvements and training opportunities based on QC data* Developed and adapt QC processes to the changing needs of multiple content teams

* Wrote hotel content including property descriptions, taglines, and teasers* Edited content for grammar, spelling, house style* Constructed sentence and paragraph templates for computer-generated content* Analyzed computer-generated content to identify redundancies, correct errors, and determine optimal length of static text* Researched and compared the SEO value of amenity keyword pairs

* Wrote substantial amounts of in-game content for Crosswords Plus 3DS* Localized content for the age and region of target audience * Edited content for grammar, spelling, and house style* Researched game content using verifiable online resources

* Authored participant correspondence and communications* Edited documents with a careful eye toward spelling, grammar, content and style* Communicated with clients and participants using tact, diplomacy and patience* Assisted participants with Internet access issues

* Reconciled plan assets and authored year-end reports * Learned new software for tax filing and became company-wide expert* Explained complex plan provisions in writing to clients and participants* Performed in-house training of co-workers

* Drafted and edited plan documents* Explained complex plan provisions in writing to clients and participants* Assisted participants with Internet access issues

* Established methods to quantify and track quality assurance goals* Developed and implemented relational database to store employee performance data* Designed and published monthly reports on business growth and performance* Authored website to distribute reports, gather feedback from users * Used software tools to perform analysis in support of project teams

* Corresponded with over 100 clients as primary customer service contact * Assisted business partners with product, plan administration, and contract questions * Collaborated with other departments to resolve customer problems

* Managed caseload of business partners totaling 12K participants and $230M in assets* Trained co-workers in proprietary software