MICHELLE JIMENEZ
San Antonio,TX
Summary
Knowledge Management Author with 22 years of experience in technical writing and Quality Assurance. Expertise in developing clear and effective learning materials and procedural content for end users. Demonstrated success in enhancing user experience and ensuring content accuracy through collaboration with cross-functional teams.
Overview
2026
2026
years of professional experience
Work History
Knowledge Management Author
Citibank
San Antonio, Texas
2025 - Current
- Authored and maintained technical and procedural content for front-line staff, focusing on job performance and knowledge transfer.
- Applied Knowledge Management writing standards and instructional design best practices to enhance accessibility, findability, and usability of content.
- Conducted detailed analysis and effort sizing for knowledge management requests, ensuring efficient resource allocation.
- Performed quality reviews on procedural content, upholding adherence to writing and quality standards.
- Managed administrative knowledge management tasks, including archiving, copying, creating, and revising.
- Identified and resolved inconsistencies or discrepancies in knowledge content.
- Assessed and mitigated risks associated with business decisions, safeguarding organizational reputation, clients, and assets.
- Escalated and managed risks with transparency and expediency.
- Consulted with business stakeholders to prioritize work and maintain content quality.
- Conducting needs assessments, task analysis, and researching knowledge management components.
- Collaborated with subject matter experts to develop and implement knowledge management solutions aligned with business needs and performance goals.
- Supported the intake of new learning requests through consulting, needs analysis, and implementation, focusing on measuring business outcomes.
Quality Analyst, AVP - Knowledge Management
CITIBANK
2020 - 2025
- Assists in recognizing business problems and implements thorough resolutions with quality output.
- Ensure all affected processes and procedures receive timely updates and approvals for scheduled release dates.
- Making sure all requests are reviewed and completed as requested.
- Delivered constructive feedback and coaching to junior and senior writers, enhancing professional development and elevating team performance.
- Ensured content quality and adherence to editorial guidelines for HUB and Source Content, meticulously reviewing and editing materials to meet change request parameters.
- Created and updated user guides and process documentation, optimizing workflows and enhancing best practices.
- Published authorized content, ensuring alignment with business and compliance standards.
Knowledge Management Operations Specialist
CITIBANK
2009 - 2020
- Took initiative in developing modular designed content outside of my job duties with success and minimal errors.
- Organized content reports for management that were required for legal, audit and project work.
- Review branch and call center system procedures to keep most up to date information and promote ease of use in all procedures.
- Took lead among operational specialist team by coaching fellow operational specials in daily work and with projects assigned by management.
- Improved my writing skills by taking the initiative in the development of non-complex business content.
- Provide support to our USCCB site which includes content updates, format updates and communications.
- Assists daily with creating, deleting, and updating policy and procedures cards.
- Updates rates on a daily basis for all regions.
Registration Specialist - Team Lead
CITIBANK
2003 - 2009
- Compiled MIS statistics for each team member on a weekly basis.
- Executed managerial duties in lieu of manager.
- Provided assistance on projects and changes on new initiatives.
- Coordinated help for Registrations Call Line focused on new Branch employees.
- Created schedules for all new hires and existing employees.
- Facilitated class scheduling and development processes.
Education
EQUIVALENT TO ASSOCIATES DEGREE - BUSINESS OPERATIONS
NATIONAL INSTITUTE OF TECHNOLOGY
SAN ANTONIO, TX, USA01.1998
HIGH SCHOOL DIPLOMA -
LOUIS W. FOX TECHNICAL HIGH SCHOOL
SAN ANTONIO, TX, USA01.1996
Skills
Knowledge Management and Technical Writing
- Knowledge management (KM) principles, theories, and best practices
- Content authoring, technical writing
- Content writing and authoring tools
- Knowledge Management Systems (intake, authoring, workflow, governance, end-user experience)
- Procedural content creation
- Quality review and standards adherence
Communication and Collaboration:
- Clear and concise written and verbal communication
- Ability to establish and build trust with teams, colleagues, and leaders
- Effective influencing and negotiation skills
- Strong networking and partnering abilities
- Collaborative mindset with peers, SMEs, and business partners
- Effective listening skills
Analytical and Problem-Solving:
- Work effort analysis and sizing
- Risk assessment and management
- Solution-oriented problem solving
- Needs assessment and task analysis
- Detail oriented
Timeline
Knowledge Management Author
Citibank
2025 - Current
Quality Analyst, AVP - Knowledge Management
CITIBANK
2020 - 2025
Knowledge Management Operations Specialist
CITIBANK
2009 - 2020
Registration Specialist - Team Lead
CITIBANK
2003 - 2009
EQUIVALENT TO ASSOCIATES DEGREE - BUSINESS OPERATIONS
NATIONAL INSTITUTE OF TECHNOLOGY
HIGH SCHOOL DIPLOMA -
LOUIS W. FOX TECHNICAL HIGH SCHOOL