Amanda Cook Novak
Summary
At Maximus my focus as Documentation Manager centers on enhancing operational efficiency through innovative documentation strategies. My expertise in e-learning development and problem-solving has empowered our teams to achieve seamless project executions and foster an environment of continuous improvement. The introduction of a Demo Intake form and a comprehensive solution documentation approach have been pivotal in aligning our business solutions with organizational goals. Skilled Documentation Manager, well-versed in overseeing and improving documentation systems. Strengths include organizing and maintaining essential records, understanding compliance requirements, implementing new documentation strategies, and training staff. Notable impact made in previous roles includes streamlining processes for efficiency and ensuring accuracy of all documents handled.
Overview
14
14
years of professional experience
Work History
Documentation Manager
MAXIMUS INC.
10.2024 - Current
- I created a streamlined FOIA Request process for the Business Solutions team, improving documentation efficiency
- Assisted in developing customer journeys for new projects and implemented a Demo intake form for cross-departmental use
- I designed and managed comprehensive solution documentation for bids, rebids, and implementations, ensuring project success and alignment with company initiatives and goals
Product Documentation Manager
MAXIMUS INC.
09.2022 - 10.2024
- Technical Writing: Wrote user guides, technical documentation, and instruction manuals for our Baseline product as well as client documentation
- Implemented a documentation process to track history and milestones (past/current/future) for the software development team and our clients
- Created a library of documentation for our Product and Service delivery team containing 163 documents consisting of word, PDF, PowerPoint, Demo’s, and Cornerstone courses using Articulate and Camtasia
- Managed a team of Documentation Specialists to ensure they have the skillsets and tools to perform their job duties
- Created Sell Sheets and Battlecards (documents that provides sales representatives with essential information to help them sell our product) for our corporate marketing team
- Created a Process Improvement and Action Item Tracker for a team of 20+ and managed / collaborated all Process Improvements and Action Items for the Product Team
- Assisted in managing an intern program for the Product Team for two consecutive years
- Organized and structured a SharePoint website for our Product
- Created and managed an audit process for our teams Confluence, SharePoint and Website materials containing a total of 842 documents
Learning Development & QA/Training Manager
MAXIMUS INC.
04.2021 - 09.2022
- Managed departments for two Maximus projects; Learning Development Manager for Cover Virginia and the 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
- Maintained client relationship both virtually and in person for multiple projects
- Created, edited, and updated project manuals and technical documentation /SOPs used by all staff
- Assessed 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
- Maintained both systems post go-live, ensuring accurate information was available for front line staff, supervisors, clients and quality
- Maintain and update our internal LMS system (Cornerstone)
- Created and implemented Training plan as well as the training material for over 200+ employees (CSRs, QA, Supervisors, Mailroom, Eligibility workers etc.)
Quality Assurance & Training Manager
MAXIMUS INC.
Burlington, VT
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
- Compiled data on quality issues and vulnerabilities and reported all findings to our contractor with suggestions for improvement
- Assess training needs through surveys, interviews with employees, focus groups and consultation with managers
- Developed training plans and materials for new software implementations (MAXEB, MAXKnowledge) for other Maximus projects in different states
- (PA EB, IN-Contact Tracing)
- Assisted Maximus project, LARA (Louisiana Application & Renewal Assistance) in creating all new knowledgebase materials for their KMS implementation
- Developed and implemented a training plan, quality control plan and knowledgebase system and materials to support the Department of Vermont Health Access Provider Stabilization Grant Program
- Managed training calendars for new hire, refresher and promotional trainings and their nesting periods for 100+ employees
- Developed a new training program and materials for a team of three trainers to be able to conduct and manage up to 4 trainings at a time with 100+ trainees
- Coordinated and conducted interviews (internal & external) for multiple positions and departments throughout Maximus
Quality Assurance & Training Supervisor
MAXIMUS INC.
Burlington, VT
10.2015 - 09.2016
Quality Assurance Coordinator
MAXIMUS INC.
Burlington, VT
02.2014 - 10.2015
Member Service Representative
MAXIMUS INC.
Burlington, VT
01.2011 - 02.2014
Education
High School Diploma -
Mount Abraham Union High School
Bristol, Vermont01.2006
Skills
- Technical writing
- Content & program development
- Document management
- Course creation & design
- Team oversight & Onboarding
- Deadline Management
- Knowledge Management
- Auditing
- SharePoint Admin
- Microsoft (Excel, Word, Teams, PowerPoint)
- Siebel CRM & ConnectionPoint (Maximus enterprise-wide cloud-based CRM)
- Cornerstone & Articulate
- Camtasia
- SmartSheets
- Panviva (KMS)
- Slack
- LucidChart
- Confluence & Jira
- Critical Thinking
- Conflict Management
- Problem Solving
Timeline
Documentation Manager
MAXIMUS INC.
10.2024 - Current
Product Documentation Manager
MAXIMUS INC.
09.2022 - 10.2024
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