- Austin Community CollegeGeneral Studies, 2013 - present
- American FundsTechnical Writer, 2008 - 2011As a Technical Writer, I was selected to work on the department's largest and most extensive content project. One of the primary goals of this project was to redesign and standardize all of the content (7,000+ assets) published to the organization's internal website used by thousands of associates across multiple sites located within the United States. Another primary goal of this project was the creation of new assets that provided associates with relevant business policy and procedure information. My day-to-day responsibilities also included working in a team environment to make technical information clear, relevant, and easy to locate. I also acted as a template developer, content writer, and editor for various other (smaller) projects, while providing support to internal and external customers via multiple channels (e.g., email, online form submissions, and telephone) to verify information and resolve data inaccuracies.
- American FundsFund Representative, 2005 - 2011As a Fund Representative, I worked closely with brokers and shareholders in a high-volume, fast-paced call center atmosphere to ensure their inquiries were logged and resolved in a timely and accurate manner. I also processed and managed thousands of written inquiries from brokers and shareholders on a weekly basis. Additionally, I served as a personal contact for brokers who handled complex client accounts and coordinated and facilitated the establishment of new investment accounts and retirement plans while safeguarding confidential customer data by monitoring, maintaining, and updating account information as necessary. In this role, I also performed reporting on a daily and weekly basis for call monitoring sessions and provided feedback to management personnel, scheduled private one-on-one meetings with other associates to provide feedback and coaching (as well as to ensure strict adherence to federal rules and regulations and company guidelines and policies), and developed training material and facilitated training classes for associates learning additional skills or advanced subjects.
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