Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

Kathy Murray Reynolds

Roanoke,VA

Summary

Results-oriented writing professional with experience preparing concise and accurate technical documents. Expert at delivering high-quality work within tight deadlines. Talented individual expresses complex ideas with clarity and insight. Collaborates with cross-functional teams for accuracy and relevancy of technical content. Detail-oriented team player with strong organizationally skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Successfully managed over 30 large-scale development projects with diverse goals and teams. These projects ranged from multi-million-dollar proposals and documentation for the Department of Defense to creating content for interactive websites for major corporations, designing knowledge bases for internal and external users, and developing marketing, public relations, and advertising campaign materials.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Technical Writer

Ease
2018 - 2023
  • Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
  • Using Salesforce, then Zendesk, reimagined, redesigned, and rebranded the knowledge base, which serves as the backbone of the company's customer-facing Help Center.
  • Responsible for managing content of knowledge base to ensure it accurately reflected changes to benefits administration application.
  • Worked closely with product managers, engineers, and other applicable teams to ensure content remained relevant and reliable.

HR & Compliance Specialist

Innovative Insurance Group
01.2015 - 02.2018
  • Managed the implementation and day to day operation of the Ease Benefits Administration System and provided support to broker agents.
  • Responsible for creating handbooks and other company-related documentation, and ERISA and ACA documents that were distributed by employer clients to their employees.
  • Provided training to client system administrators to ensure proficiency in using the Ease application.
  • Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.

Independent Insurance Agent

PMA USA
01.2013 - 01.2015
  • Maintained high standards of customer service by building relationships with clients using active listening and issue resolution to provide excellent service.
  • Represented Washington National Insurance and its ancillary products.
  • Using consultative selling techniques, engaged in direct sales presentations to employees of companies, government bodies, and organizations.

Independent Contractor

Self-employed
01.2010 - 01.2013
  • Provided 100s of large and small group presentations and training to improve communication and leadership skills.
  • Created and published documentation at all levels, including system documentation, policies and procedures, and disaster recovery plans.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Consulted with clients to assess needs, better understand entire project scope, and propose optimal solutions.

Manager, Standard Operating Procedures

Advance Auto Parts Headquarters
01.2005 - 01.2010
  • Developed 1000s of Standard Operating Procedures (SOPs) and other training and assessment tools utilizing the Documentum authoring software as well as other tools.
  • Accomplished multiple tasks within established timeframes, to include troubleshooting the authoring system.
  • Maximized performance by coordinating daily activities and mentoring team members.
  • Delivered presentations and training sessions to both large and small groups that covered various subject matter ranging from technical to communication and leadership skills.

Account Manager

McKendree Imaging Systems And Solutions
01.2003 - 01.2005
  • Utilized strong customer relations and management skills to revive a long dormant sales territory in Southwest VA.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Educated clients on products and services by delivering, engaging and polished written and verbal presentations to highlight products and draw favorable competitor comparisons.

Account Manager, Preferred Accounts

Barrows Business Environments
01.2001 - 01.2003
  • As a consultant as well as sales representative, analyzed business requirements and provided solutions to clients seeking office and furniture design services.
  • Contributed to annual revenue goals by selling innovative products and developing new accounts.
  • Beyond this role, developed and executed marketing, advertising, and budget plans.
  • Collaborated with an advertising agency to create a new corporate image and develop fresh marketing materials.

Director of Marketing, Business Solutions

Comprehensive Computer Solutions
01.1997 - 01.2001
  • Managed several programs including New Business Development, internal and external Customer Relations, marketing and advertising plans, and the project budgets.
  • Responsible for researching and writing departmental Standard Operating Procedures (SOPs) in compliance with ISO standards, designed for quality compliance, internal training, and customer relations using a web-based document control system.
  • Conducted classroom-based instruction sessions that included training on the MicroSoft® Office Suite, other system software, computer etiquette, and system administration.
  • Served on a committee responsible for evaluating, developing, and implementing new internal training processes and programs.

Education

Liberal Arts, English

College of William And Mary
Williamsburg, VA

Professional, Technical, And Business Writing

Clemson University
Clemson, SC

Information Technology, Computer Programming

Computer Learning Center
Springfield, VA

Skills

  • Technical Material Analysis and Concept Translation
  • Document Library/Knowledge Base Development
  • Documentation Management
  • User and Administration Guide and Standard Operating Procedures Creation
  • Instruction Writing
  • Audience Adaptation

Additional Information

Additional Experience

  • Developed a training center to include facility design, marketing plan, curriculum, and managed the training center operations.
  • Worked directly with product development staff to modify and enhance products to meet customer and bid requests while developing bids in response to Department of Defense Requests for Proposals (RFPs).
  • Led teams on multiple computer system development projects for the Department of Defense, where I managed personnel, budget, project initiatives, and outcomes. Developed Department of Defense standard documents for computer software systems for the Department of the Navy.


Certification

Distinguished Toastmaster (DTM), Toastmasters International - completed the extensive requirements with projects, presentations, and speeches four times between 2010 and 2020.

Timeline

HR & Compliance Specialist

Innovative Insurance Group
01.2015 - 02.2018

Independent Insurance Agent

PMA USA
01.2013 - 01.2015

Independent Contractor

Self-employed
01.2010 - 01.2013

Manager, Standard Operating Procedures

Advance Auto Parts Headquarters
01.2005 - 01.2010

Account Manager

McKendree Imaging Systems And Solutions
01.2003 - 01.2005

Account Manager, Preferred Accounts

Barrows Business Environments
01.2001 - 01.2003

Director of Marketing, Business Solutions

Comprehensive Computer Solutions
01.1997 - 01.2001

Technical Writer

Ease
2018 - 2023

Liberal Arts, English

College of William And Mary

Professional, Technical, And Business Writing

Clemson University

Information Technology, Computer Programming

Computer Learning Center

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Kathy Murray Reynolds