MaKenzi Bates
Lansing
Summary
Strategic and goal-oriented professional with expertise in process improvement and cross-functional collaboration. Proficient in the Microsoft Power Platform, including Power Apps, Power Automate, and Power BI, focusing on governance and strategy. Strong ability to translate business needs into effective technology solutions. Currently pursuing a Master of Science in Customer Experience Management to enhance skills in digital transformation and user-centered innovation.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Writer
Delta Dental of Michigan
01.2025 - Current
- Guide the strategic direction of the Roosevelt Knowledge Base roadmap, aligning content design, governance, and lifecycle workflows to improve find-ability, user experience, and internal efficiency.
- Lead Power Platform adoption efforts across the organization by developing governance frameworks, collaborating with IT and business teams, and promoting responsible use of Power Apps, Power Automate, Power Pages, Copilot Studio, and Dataverse.
- Co-lead the organization-wide Objectives & Key Results (OKRs) workshop initiative to support strategic alignment, priority setting, and progress tracking across cross-functional departments.
- Manage and mentor two interns, overseeing onboarding, project planning, and deliverables related to knowledge enablement and platform support.
Technical Writer
Roosevelt Innovations
07.2022 - 12.2024
- An active member of multiple internal committees and councils aimed to improve processes and overall employee and customer experience (Employee Engagement Committee, Employee Onboarding Committee, UX/UI Council, and Customer Collaboration Summits).
- Responsible for all internal/external marketing and communications materials, including the company website, blog, LinkedIn, print and digital campaigns, employee communications, product newsletters, and the company's knowledge base (user guides, job aids, etc.)
- Manage incoming proposals and information requests from potential clients. Maintain an up-to-date repository and collaborate with Subject Matter Experts to streamline bid delivery.
- Translates moderate to complex technical topics from various sources into easy-to-understand documentation.
Business Analyst
Roosevelt Innovations
01.2022 - 07.2022
- Facilitated organizational transformation initiatives focused on instilling customer-centric mindsets and processes across teams, driving continuous improvement in customer experience quality.
- Collaborated with cross-functional teams to ensure seamless integration of design thinking methods into the final product (member of the company's UX/UI Council).
- Conducted holistic application assessments, analyzing current system capabilities against customer needs to pinpoint gaps, risks, and opportunities for transformative improvements.
Business Analyst
Delta Dental of Michigan
10.2021 - 12.2021
- Bridged the gap between business and technical teams by facilitating clear, two-way communication to ensure a shared understanding of requirements and seamless project execution.
- Leveraged Agile practices to perform rapid, iterative requirements gathering and documentation, collaborating with cross-functional teams to validate and prioritize business needs.
Business Analyst | Quality Analyst
Auto-Owners Insurance Co.
08.2018 - 10.2021
- Championed voice-of-the-customer initiatives as a trusted partner, liaising between cross-functional teams to translate requirements into solutions that exceeded expectations and deadlines.
- Conducted thorough business analysis to capture customer needs, processes, and pain points, developing strategic recommendations to optimize customer journeys and elevate experience.
- Facilitated organizational transformation initiatives focused on instilling customer-centric mindsets and processes across teams, driving continuous improvement in customer experience quality.
Underwriter
Auto-Owners Insurance Co.
02.2017 - 08.2018
- Assessed additional risks associated with policies or applicants when making underwriting decisions.
- Collaborated with internal departments to develop and maintain underwriting standards and procedures.
- Developed and maintained strong working relationships with brokers, clients, and internal colleagues.
Product Program Specialist
Girl Scouts Heart of Michigan
12.2015 - 02.2017
- Managed a $200K product budget across five counties, achieving 98% of ambitious revenue goals through strategic planning and customer-centric training initiatives.
- Spearheaded volunteer recruitment, training, and management initiatives. Developed and executed comprehensive product training programs to ensure exemplary customer experience.
- Optimized product inventory and coordinated seamless delivery logistics to uphold customer satisfaction.
- Cultivated trusting relationships with manufacturers/distributors to maintain optimal product availability.
Education
Bachelor of Science - Marketing
Spring Arbor University
Spring Arbor, MI05.2015
Master of Science - Customer Experience Management
Michigan State University
East Lansing, MI05.2026
Skills
- Power Platform: Power Automate, Power Apps, Power Pages, Copilot Studio, Dataverse, and Center of Excellence
- Microsoft 365 & Azure: Microsoft Office Suite, Copilot 365, Visio, SharePoint, and a basic understanding or Azure and Purview
- Knowledge Management: Implementing and administering knowledge management platform (ScreenSteps), and building workflows for knowledge curation, review, and approval
Certification
- Associates in General Insurance
- Responsible Conduct of Research
- SAFe Agile Product Manager
- SAFe DevOps
- SAFe Product Owner
Timeline
Technical Writer
Delta Dental of Michigan
01.2025 - Current
Technical Writer
Roosevelt Innovations
07.2022 - 12.2024
Business Analyst
Roosevelt Innovations
01.2022 - 07.2022
Business Analyst
Delta Dental of Michigan
10.2021 - 12.2021
Business Analyst | Quality Analyst
Auto-Owners Insurance Co.
08.2018 - 10.2021
Underwriter
Auto-Owners Insurance Co.
02.2017 - 08.2018
Product Program Specialist
Girl Scouts Heart of Michigan
12.2015 - 02.2017
Bachelor of Science - Marketing
Spring Arbor University
Master of Science - Customer Experience Management
Michigan State University
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