• Worked with business units, instructional designers, and training team to develop training materials, content, and procedures consistent with and resulting from regulatory, compliance, and legal changes for the Lending businesses.• Analyzed and revised existing and potential content, focusing on reuse and single-sourcing opportunities.

• Created, managed, and maintained customer-facing documentation, including various credit card applications and related forms, credit card cardholder agreements for business and consumer products, customized for six different affiliate banks, ensuring all the rates and fees are correctly disclosed in the various application methods (Intranet, online application, Instant Prescreen, and branch). Tools include tables in Microsoft Word and Adobe Acrobat PDF forms, all maintained on a SharePoint site and distributed via various channels.• Managed all regulatory documentation related to Check Reserve products, mobile pay products (Apple Pay, Samsung Pay, Google Pay), OnCard, credit card features, and rewards programs, updating yearly, as needed.• Lead a task force of Compliance and Legal experts to ensure all regulatory requirements are met within product disclosures and are clear to customers. Managed yearly updates of agreements, including customer communication. • Created and maintained 120+ Adobe Acrobat fillable forms with customized fields, ensuring requested information is accurately and legibly completed by the applicant.• Provided quarterly reports to the CFPB of the latest cardholder agreements.• Ensured integrity of communications through copywriting, editing, and proofreading.

• Contributed to the phased transition of capacity planners to an improved Enterprise Capacity Management process and tool by creating and maintaining customer and service operations collateral. These materials included process workflows, glossary of terms, tool tips, FAQs, step-by-step procedures, presentations, and other reference materials, all maintained on a Customer Support SharePoint.• Created and distributed focused communication to capacity planners, team members, and management, including status updates, PowerPoint presentations, and Excel spreadsheets.• Assisted in bi-weekly meetings with pilot participants, gathering feedback, and compiling FAQs and pilot data.• Compiled pilot feedback results, presenting statistical data to record customer experience and drive enhancements in support of full migration of customer base in appropriate categories and demonstrating successes and failures.• Collaborated and developed with other writers within Wells Fargo in a monthly Technical Writers Interest Group.

• Partnered with subject matter experts (SMEs) to create, maintain, and expand existing high-level and desk-level workflows and procedures. Achieved 100% accuracy and completeness for annual audits.• Posted, organized, and maintained all procedures and other documentation on online CMS.• Analyzed procedures, identified inefficiencies, and made process improvements, gaining a knowledge of health savings accounts and other financial services. Procedures included the following software applications: Hogan/CIV, PowerPlus, DCM, SEI, HBS Deposit Application, Planet Wholesale, CEO, and others.• Participated on a Mergers & Acquisitions team and created external communications to inform accountholders of merger activities & other legally required information. Projects included Sovereign Bank and Wachovia Bank conversions of health savings accounts.• Served as the Learning & Development representative for the Policy & Procedures committee. Edited and formatted new and existing policies/procedures and posted to online CMS.

• Created, revised, and edited technical documentation on data security software, translating technical jargon into understandable language.• Revised known and fixed bugs into publishable release notes.• Generated builds of manuals; printed, bound, packaged, and shipped deliverables.

• Created, revised, and edited technical documentation on audio conferencing products.

• Proofread, edited, and revised articles at all stages for publication in WordPerfect Suite Magazine.• Managed entire Disk of the Month product by contracting with graphic artists, compiling files and instructions for use, compressing files, and testing on accompanying decompression utility.• Compiled, tested, and revised submitted reader tips for monthly Tips column.• Provided technical support of WordPerfect Magazines and other ancillary products through means of e-mail, phone, letters, and other types of correspondence.