Thomas Henschel Email & Phone Number

Riverside, Ca, Us

Westlake Village, California, United States

As the leader of the technical writing and knowledge management team, coordinates efforts and formulates a comprehensive strategy to maintain the structure, organization, and consistency of the company's document library. Takes full ownership of the document management process, overseeing every stage from proposal and drafting to review and approval, ensuring compliance with established protocols. Implements a systematic review schedule based on the established document life cycle, republishing, or retiring documents to adhere to record retention regulations.

Orange, California

Managed end-to-end documentation processes, encompassing creation, development, and maintenance of policies, procedures, forms, and reference documents. Offered expert proofreading, editing, and document design support to ensure polished, professional client communications. Responsively addressed client Requests for Information (RFIs) and Requests for Proposal (RFPs). Functioned as Business Continuity Coordinator, overseeing maintenance of essential documentation, coordinating cross-departmental testing, and delivering annual organization-wide emergency preparedness training.

Riverside, Ca

Select clients include:Talent Inc., Infinity Levels Studio, Brite Gear Technology, Euromonitor International, Promethean Publishing, Marinco Electrical Group, TechHorizons Web Design

Fiserv Premier, West Hills, Ca

Oversaw all technical aspects of the company's relationship with twenty-six client banks, ensuring their satisfaction with the software platform and support infrastructure. Expedited high-priority, time-sensitive projects, and cases on behalf of clients. Coordinated Fiserv resources to resolve client service issues.Previous to the Service Manger position, served as Technical Supervisor, leading two teams of twelve associates each, and providing Tier I and Tier II support to 200+ credit unions. Handled personnel issues for both teams, including setting schedules, balancing workloads, and monitoring productivity. As a Technical Writer at Fiserv, wrote, edited, and distributed internal policies and procedures documents for the Customer Support department. Installed and managed the department’s knowledge base CMS, and collaborated with management to produce client-facing bulletins and notifications.

Bachelor Of Science - Bs, Computer/Information Technology Administration And Management

English Language And Literature, General