SharePoint
AMANDA Cook-Novak
New Haven,VT
Summary
Accomplished Documentation Manager offering 12 years of experience in the healthcare Industry. Proficient in Microsoft Word formatting and document management. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department. Expertise in Cornerstone, Articulate and Camtasia.
Overview
14
14
years of professional experience
Work History
Documentation Manager
MAXIMUS INC.
09.2022 - Current
- Technical Writing
- Product Documentation including Baseline and Client documentation.
- Implemented a documentation process to track history and milestones (past/current/future) for the software development team and our clients
- Created & Maintain training documents to hand off to clients
- Created & maintain technical procedures for clients and sales team
- Manage a team of Documentation Specialists
- Created & Maintain Battlecards, Sell Sheets and Roadmaps
- Created a Process Improvement and Action Item Tracker for a team of 20+ and manage / collaborate all Process Improvements and Action Items for the Product Team.
- Assisted in managing an intern program for the Product Team.
- Organized and structured a SharePoint website for our Product.
- Created and managed an audit process for our teams Confluence, SharePoint and Website materials.
Learning Development & QA/Training Manager
MAXIMUS INC.
04.2021 - 09.2022
- Managing departments for two Maximus projects
- Learning Development Manager for Cover Virginia
- Quality Assurance and Training Manager for Vermont Health Connect
- Drove the training and development strategies through the creation and execution of training curriculum and educational materials
- Maintain current client relationship for multiple projects
- Created, edited, and updated project manuals and technical documentation /SOPs used by all staff.
- Assess training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Project Managed training and content development for multiple implementations throughout maximus
- Created and maintain Quality reports with key data analysis
- Coordinated and conducted interviews (internal & external)
- Owner of both projects knowledgebase systems – created, implemented, and trained for go live and maintained, ensuring accurate information was available for front line staff, supervisors, clients and quality.
- Maintain and update our internal LMS system (Cornerstone)
Quality Assurance & Training Manager
MAXIMUS INC.
09.2016 - 04.2021
- Implemented, trained, and maintained the projects new knowledgebase system improving quality scores by 5% within the first month of go live
- Maintained all job duties as the QA & Training Supervisor
- Compile data on quality issues and vulnerabilities and report all findings to our contractor with suggestions for improvement.
- Assess training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Initiate training plans/programs for new software implementations for other MAXIMUS
- Coordinate and conduct interviews (internal & external)
- Set and achieved product quality objectives while meeting product specifications.
- Program Development / Content Development Implementations
Quality Assurance & Training Supervisor
MAXIMUS INC
10.2015 - 09.2016
- Owned and maintained our projects knowledgebase system to ensure accurate information was relayed to staff at all times.
- Content & Course Development
- Supervised the QA & Training departments
- Scheduled trainings, employee calendars, refresher trainings, nesting periods and more
- Training & QA Audits and provided coaching / mentoring as needed
Quality Assurance Coordinator
MAXIMUS INC.
02.2014 - 10.2015
- Monitored product trends and suggested changes.
- Fielded customer complaints and rectified service issues.
- Gave written and verbal feedback as needed
Member Service Representative
MAXIMUS INC.
01.2011 - 02.2014
- Explained key information regarding products and services to customers to encourage informed decision-making by following and keeping up to date on policy and procedures
- Defused volatile customer situations calmly and courteously
- Received several Kudos from customers, co-workers and superiors on my patience and customer service skills and my ability to defuse and redirect difficult callers
Education
High School Diploma -
Mount Abraham Union High School
01.2006
Skills
- SharePoint
- Microsoft Programs – Teams, Office, PPT, Word, Excel, Outlook, Access Database
- Siebel CRM / ConnectionPoint
- Cornerstone & Articulate & Camtasia
- SmartSheets
- WorkDay
- Google Sheets
- Panvvia
- Slack & LucidCharts
- Confluence & Jira
- AWS
- Deadline Management
- Content Management
- Problem-solving abilities
- Self Motivation
- Training and Development
- Policy Development
Professional Highlights
- Technical Writing
- Collaboration of Partnerships and Resources
- People Manager / Leadership
- Program Implementation and Best Practices development strategies
- Program & Project Management
- Content Creation / Course design
- Training Planning/SOPs
- Data entry and analysis
- Content/Program Development
- Maintaining client relationship
Software
Microsoft Teams, Office, PPT, Word, Excel
Panviva
Cornerstone, Articulate & Camtasia
LucidCharts
Confluence & Jira
Timeline
Documentation Manager
MAXIMUS INC.
09.2022 - Current
Learning Development & QA/Training Manager
MAXIMUS INC.
04.2021 - 09.2022
Quality Assurance & Training Manager
MAXIMUS INC.
09.2016 - 04.2021
Quality Assurance & Training Supervisor
MAXIMUS INC
10.2015 - 09.2016
Quality Assurance Coordinator
MAXIMUS INC.
02.2014 - 10.2015
Member Service Representative
MAXIMUS INC.
01.2011 - 02.2014
High School Diploma -
Mount Abraham Union High School
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