Work Preference
Summary
Overview
Skills
Work History
Education
Accomplishments
Timeline
Marisa Gregory
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Marisa Gregory

Peoria,AZ

Work Preference

Job Search Status

Open to work

Work Type

Full Time

Location Preference

RemoteHybrid

Minimum Desired Compensation

$89000/yr

Summary

Experienced Technical Writer with a strong background in creating clear and effective SOPs and technical documentation for complex systems. Skilled in process analysis, visual communication, and quality assurance. Currently expanding coding skills in full-stack web development to advance in technical roles. Passionate about improving usability and operational efficiency.

Overview

9
9
years of professional experience
6
6

Years of professional experience in Customer Service

3
3

Years of professional experience in Technical Writing

6
6
years of post-secondary education

Skills

  • Technical Writing
  • Content Development
  • Documentation standards
  • Quality Assurance
  • Process Improvement
  • Systems Analysis
  • Project Management
  • Information Organization
  • User Training
  • Coding (HTML, CSS)

Work History

Technical Writer II /Process Improvement Specialist

Blue Cross Blue Shield of Arizona
08.2024 - Current
  • Enhanced technical documentation to improve user comprehension and reduce errors in processing systems.
  • Developed and implemented an organization-wide SOP framework to standardize cross-functional processes, improve documentation consistency, and support scalable knowledge management practices.
  • Built a Microsoft Copilot AI agent to automate SOP development, streamline ambiguous documentation workflows, and standardize outputs against internal style, formatting, and content governance standards.
  • Co-led a project to migrate 20,000+ documents, improving intake and organization processes.
  • Managed numerous cross-functional projects supporting the implementation of new core processing systems, training subject matter experts (SMEs) on system workflows, process requirements, and operational limitations to support successful adoption.
  • Leveraged Microsoft 365 Suite, SharePoint, Lucidchart, Microsoft Copilot, Power Automate, Adobe Express,
    Adobe Acrobat, and ServiceNow to support documentation development, workflow automation, content management, and process improvement initiatives.

Customer Care Advocate / Operations & Systems Supp

Blue Cross Blue Shield of Arizona
03.2023 - 09.2024
  • Delivered training to new hires on customer service procedures to enhance team effectiveness.
  • Served as a Subject Matter Expert (SME) for core and legacy system applications, providing operational knowledge, process guidance, and system support across teams.
  • Monitored compliance with privacy laws, data protection regulations, and internal security standards to support regulatory alignment and safeguard sensitive information.
  • Developed technical documentation and reports to streamline internal processes.
  • Collaborated with internal teams to streamline customer service workflows and improve efficiency.
  • Analyzed feedback to identify trends and recommend improvements to service delivery.

Manager

Elements Massage
Peoria, AZ
12.2022 - 03.2023
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional, organized, and safe environment for employees and patrons.

Manager

University of Arizona
Tucson, AZ
01.2018 - 12.2019
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Controlled costs to keep business operating within budget and increase profits.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Education

Bachelor of Science - Full Stack Web Development

Arizona State University, Tempe, AZ
03.2024 - Current

Bachelor of Science - Business Management

University of Arizona, Tucson, AZ
05.2015 - 05.2019

Accomplishments

  • Employee of the Month 02/2026 & 03/2026
  • VIB Contributor Recognition 02/2026

Timeline

Technical Writer II /Process Improvement Specialist - Blue Cross Blue Shield of Arizona
08.2024 - Current
Arizona State University - Bachelor of Science, Full Stack Web Development
03.2024 - Current
Customer Care Advocate / Operations & Systems Supp - Blue Cross Blue Shield of Arizona
03.2023 - 09.2024
Manager - Elements Massage
12.2022 - 03.2023
Manager - University of Arizona
01.2018 - 12.2019
University of Arizona - Bachelor of Science, Business Management
05.2015 - 05.2019
Marisa Gregory