Janet Robinson
Tacoma,WA
Summary
Results-driven Technical Writer and Operations Analyst specializing in user-centric documentation and workflow optimization that boosts efficiency. Proven ability to distill complex technical information for varied audiences while utilizing data analytics to enhance operational performance.
Overview
10
10
years of professional experience
4
4
Certificate
Work History
Operations Analyst
Coinme
Seattle, WA
10.2023 - 08.2024
- Developed and refined AI training data within Intercom, enhancing chatbot accuracy by 25% and reducing customer support response time by 20%.
- Provided technical assistance in troubleshooting operational system issues, reducing user troubleshooting time by 30% and improving system reliability.
- Analyzed workflows to identify automation opportunities, saving 300+ hours annually and reducing manual effort by 40%.
- Supported 5+ cross-functional projects, ensuring on-time delivery while reducing resource costs by 25%.
- Mentored team members, resulting in a 30% improvement in productivity and increasing skill proficiency across the team.
Documentation Specialist
Coinme
Seattle, WA
04.2022 - 10.2023
- Transitioned the company’s communication platform from Salesforce to Intercom in two months, saving $50,000 annually, and enhancing operational efficiency.
- Created 50+ visuals, including diagrams and flowcharts, to improve documentation clarity, and reduce user errors by 15%.
- Reviewed and revised over 100 technical documents annually, including user manuals and system guides, reducing support tickets by 25%.
- I simplified 200+ complex technical concepts into user-friendly language, increasing comprehension among non-technical audiences by 30%.
- Organized and streamlined documentation for a 3,000+ file repository, reducing retrieval time by 40%, and boosting team efficiency by 20%.
- Overhauled external KB, improving user self-help by 75%, and improving customer satisfaction by 25%.
Analyst
Catalyst
Bellevue, WA
01.2021 - 03.2022
- Created and maintained technical documents, including user manuals and support entries, reducing customer tickets by 20% and lowering customer service costs.
- Worked within the Salesforce platform to provide Tier II support, administering integrated systems such as Outreach, ZoomInfo, and DocuSign to enhance workflows.
- Collaborated with cross-functional teams, including engineers and product managers, to develop accurate, user-friendly documentation for internal and external use.
Client Support Engineer
Extrahop
Seattle, WA
04.2019 - 01.2021
- Provided Tier II support for Fortune 500 companies, government agencies, and non-profits, resolving escalated service calls and improving resolution times for complex issues.
- Developed training materials, conducted webinars, and authored wikis to enhance user training, resulting in a 25% reduction in repetitive support queries.
- Created user documentation, how-to guides, and instruction manuals, streamlining onboarding and improving system usability for end users.
Education
Professional Technical Writing -
University of Washington
Seattle, WA06.2021
Technical Support -
Year Up!
Seattle, WA02.2015
Skills
- Audience adaptation
- Troubleshooting
- Data management
- Content management expertise
- Document library development
- External team collaboration
- Graphics creation
- Critical thinking
- Conflict resolution
- Post-sales support
- Product and service knowledge
Technical Knowledge:
- Snag-It
- Salesforce Administration
- Docusign
- Intercom
- ChatGPT & Claude
- Microsoft 365
- Sharepoint
- Google Docs
- Canva
- Adobe Suite
Certification
Death Doula Certificate
Going with Grace
Issued Sept 2024
-
Certificate in Professional Technical Writing
University of Washington
Issued Jun 2021
-
Introduction to Technical Support Certificate
Bellevue College
Issued Feb 2015
-
98-367: MTA: Security Fundamentals98-367: MTA: Security Fundamentals
Certiport
Issued Jul 2014
Credential ID 90057567
-
98-349: MTA:Windows Operating System Fundementals
Certiport
Issued May 2014
Credential ID 90052186
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