Melissa Farmer
Marion,IL
Summary
I helped develop a centralized intranet site to streamline communication with three distinct large audiences for a major insurance provider.
I developed and implemented communication plans to facilitate a major organizational change, saving the company money by identifying opportunities to improve communication throughout the project.
Overview
28
28
years of professional experience
Work History
Senior Technical Editor, Learning and Development
TEKsystems – Contract with State Farm Insurance
01.2015 - Current
- Joined a team of professional technical editors from across the country to launch a major Knowledge Management initiative for the enterprise
- Worked with Knowledge Management consultants, internal subject matter experts, and high-level leadership to develop a new website serving the customer call center, agents, and underwriters across the enterprise
- Edit web content provided by business partners for clarity and easy access for three distinct audiences
English as a Second Language (ESL) Instructor
TEKsystems – Contract with State Farm Insurance
01.2018 - 05.2022
- Developed lesson plans appropriate for adult learners at different levels of proficiency to improve their English language skills and help them acclimate to the community
Senior Technical Editor, Systems Business Analyst
TEKsystems – Contract with State Farm Insurance
01.2014 - 12.2014
- Interviewed technical analysts and subject matter experts to create technical guidance documents, ensuring clarity and appropriate levels of detail for different audiences
- Reviewed and edited insurance underwriting process guides to ensure clarity, logical organization, and usability
Technical Editor and Organizational Change Communications Analyst
TEKsystems – Contract with State Farm Insurance
11.2011 - 12.2013
- Developed a communications plan for multiple deployment teams and presented information electronically and in person to support organizational change management for multiple operations centers and thousands of agents
- Researched vendor software and tools to create online training modules for the program’s use across the enterprise
- Interviewed Operations Centers’ leadership to collect feedback on our communications and deployment process to guide improvements
- Analyzed our team’s intranet site and created a redesign proposal to improve logical organization of information, target specific users, and reduce the number of misdirected support requests
- Analyzed and revised existing communications plans to improve usability, streamline the deployment process, and reduce project costs
- Contributed to the development, structure, and maintenance of the team’s SharePoint site, leading training and best practices initiatives
Technical Editor, Systems Business Analyst
TEKsystems – Contract with State Farm Insurance
05.2007 - 11.2011
- Led technical communications efforts: creating and publishing written documentation, translating complex, technical project work into plain language appropriate for various audiences—from front-line employees to executives
- Collaborated with subject matter experts to communicate technical efforts to both technical and business audiences
- Made presentations to project stakeholders to keep them informed of needed business updates
- Developed and maintained a project team’s intranet site incorporating industry best-practice usability standards and information design principles while adhering to accessibility requirements
- Created and wrote copy for a monthly newsletter for a project team delivered through an online Systems Department magazine
Adjunct Writing Instructor
Heartland Community College
08.2009 - 12.2010
- Taught English Composition and Developmental Writing classes
- Focused on the effective use of the basic principles of writing—voice, tone, and audience analysis—to teach students to develop solid persuasive arguments and meet identified learning outcomes
Technical Editing Consultant (freelance project)
Heights Finance Corporation
04.2007 - 06.2007
- Collaborated with executive management to edit content and design the presentation of a 500-page corporate policy manual for employees of their 120 branch offices
Editing Consultant (freelance project)
Bay Area Auction Realty
05.2005 - 06.2005
- Provided analysis and editing expertise to help write a persuasive sales proposal designed to win a contract for the sale of $30 million of escheated properties
- Partnered with both internal and external stakeholders to make sure all details were communicated well
Research Assistant
Illinois State University – Center for Mathematics, Science, and Technology
08.2003 - 12.2004
- Redesigned the Center’s website, writing copy and organizing content for their various audiences
- Created marketing pieces—flyers and posters—and a newsletter for the Center
- Provided editing, grant proposal, and research assistance for funding proposals to benefit the Center
Writing Intern
Project Oz
05.2003 - 08.2003
- Edited and reorganized a policies and procedures manual to improve its usability
- Researched possible funding sources for the organization to assist their grant writer
Communications Director and Acquisitions Editor
Hearts at Home
05.1998 - 03.2002
- Wrote articles for our various organizational magazines, including “A Letter from the Editor” pieces
- Wrote copy for several communications vehicles, including conference brochures, posters, flyers, and press releases, working closely with our marketing team and graphic artist
- Worked with the organization’s development team and graphic artist to write promotional pieces designed to gain funding
- Coordinated communications to over 150 of the organization’s volunteers
Education
Master of Science - English Studies, Technical Writing/Editing
Illinois State University
Bachelor of Arts - English
Illinois State University
Skills
- Document formatting
- Visual design
- Content editing
- Technical communication
- Technical documentation
- Proofreading
- Copyediting
- Style guide adherence
- Content management systems
- Version control
- Collaborative editing
- Information architecture
- Time management
- Attention to detail
- Multitasking and organization
- Critical thinking
- Clear communication
- Team collaboration
- Editing skills
- Relationship building
- Keen eye for detail
- Deadline management
- Editing and proofreading
- Editing articles
- Document proofreading
- Maintaining standards
- SEO
- Audience analysis
- Software expertise
- Error spotting
- Mastery of english grammar
Timeline
English as a Second Language (ESL) Instructor
TEKsystems – Contract with State Farm Insurance
01.2018 - 05.2022
Senior Technical Editor, Learning and Development
TEKsystems – Contract with State Farm Insurance
01.2015 - Current
Senior Technical Editor, Systems Business Analyst
TEKsystems – Contract with State Farm Insurance
01.2014 - 12.2014
Technical Editor and Organizational Change Communications Analyst
TEKsystems – Contract with State Farm Insurance
11.2011 - 12.2013
Adjunct Writing Instructor
Heartland Community College
08.2009 - 12.2010
Technical Editor, Systems Business Analyst
TEKsystems – Contract with State Farm Insurance
05.2007 - 11.2011
Technical Editing Consultant (freelance project)
Heights Finance Corporation
04.2007 - 06.2007
Editing Consultant (freelance project)
Bay Area Auction Realty
05.2005 - 06.2005
Research Assistant
Illinois State University – Center for Mathematics, Science, and Technology
08.2003 - 12.2004
Writing Intern
Project Oz
05.2003 - 08.2003
Communications Director and Acquisitions Editor
Hearts at Home
05.1998 - 03.2002
Master of Science - English Studies, Technical Writing/Editing
Illinois State University
Bachelor of Arts - English
Illinois State University