Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

Roxanne Renzetti

Wilmington,DE

Summary

Highly motivated Content/Process Manager with 20 years of client-focused service, engaging content creation, and process improvement. Works well independently as well as collaboratively and is adept at cultivating relationships and managing multiple priorities while producing successful outcomes. Proficient in Chariot/Pinpoint, JIRA, Camtasia.

Overview

23
23
years of professional experience

Work History

SR PROCESS MANAGER

CAPITAL ONE
06.2016 - Current
  • Develop digital learning content for Pinpoint and Learning Hive in support of projects, initiatives and campaigns
  • Create learning environments to engage learners, including learning pathways, video tutorials, knowledge hubs, communications and alerts
  • Manage content renewals, identify gaps and redundancies, improve efficiencies, and implement well-managed processes to ensure information is current and accurate for end user
  • Lead projects with business partners and team members to improve processes, onboard documentation to Pinpoint, and prepare for audit
  • Collaborate with Quality Assurance to ensure Business Critical Behaviors (BCBs) and regulations are documented, transparent, and their processes and documentation aligns with business partner’s
  • Build and maintain positive working relationships with business partners across lines of business
  • Developed and facilitate knowledge sharing sessions to build connections and encourage sharing of ideas and best practice across knowledge management communities
  • Train content writers to use Chariot/Pinpoint and conduct writing workshops to help content writers improve their writing skills
  • Review content for publishing, identify and analyze error trends and make recommendations for content writer training/coaching
  • Present proposals, training, project plans and outcomes to all levels, including management and leadership
  • Conduct associate empathy interviews, identify problem scenarios, create personas and identify, and implement solutions to provide users with tools/information needed to assist customers

COPY AND CONTENT WRITER

CAPITAL ONE
02.2015 - 06.2016
  • Created customer communications in Capital One's Brand Voice for various delivery channels including mail, email, and text
  • Collaborated with legal, compliance, and business partners to ensure communications were compliant with policies and regulations
  • Use strong writing, editing, and proofreading skills to produce engaging and error-free content

COMMUNICATIONS CONSULTANT AND PROCESS LEAD

J.P. MORGAN CHASE
07.2000 - 11.2014
  • Followed company policies and editorial guidelines to craft thorough, well-written procedures, communications and training materials for internal web sites
  • Developed and implemented audit process to ensure documentation was current, accurate, and adhered to policies and regulations
  • Established publishing standards to drive consistency and ensure a unified look and feel
  • Documented and communicated changes

TECHNICAL WRITING AND COMMUNICATIONS INSTRUCTOR

DELAWARE TECHNICAL AND COMMUNITY COLLEGE
08.2008 - 05.2011
  • Developed and implemented lesson plans and evaluated and revised course content and materials to meet student needs
  • Fostered supportive learning environment with clear expectations and organization that maximized student learning
  • Demonstrated understanding of instructional planning and timely delivery that engaged students, incorporated technology and made learning relevant for learners
  • Reviewed and analyzed data to measure and assess student growth aligned to instructional goals and course objectives and adjusted instructional strategies and content delivery as needed
  • Incorporated instructional and learning strategies, activities, materials and technology to meet needs of different student learning styles
  • Fostered physically and emotionally safe and supportive learning environment characterized by efficient and effective routines, clear expectations and organization that maximized student learning

Skills

  • Master's Degree in Adult Education (Ashford University, 2016)
  • Bachelor's Degree in English (University of Delaware)
  • 15 years of experience creating/managing content, identifying process gaps, developing strategies to mitigate risk and implementing process improvements
  • 4 years of experience identifying learning needs, instructional design, and facilitation
  • 6 years of experience managing work/projects in JIRA using Scrum and Kanban
  • 5 years of experience creating, editing, managing content in Chariot and Pinpoint
  • 2 years of experience using Camtasia and Articulate to create learning videos and computer based training

Accomplishments

  • Lead onboarding initiatives and migrated documentation for Bank Operations (1000+ procedures), Debit Operations and SBB Fulfillment Services to Pinpoint
  • Developed the audit prep process and well-managed playbook to assist business partners prepare for audit
  • Created Learning pathways and digitized side by side training to provide self-managed training to bridge the gap between training and procedures
  • Recognized as pseudo team lead and point of contact among peers and business partners
  • Lead the BCB project to incorporate BCB alerts and rubrics in the business Pinpoint pages and migrate QA pages into Pinpoint

Timeline

SR PROCESS MANAGER

CAPITAL ONE
06.2016 - Current

COPY AND CONTENT WRITER

CAPITAL ONE
02.2015 - 06.2016

TECHNICAL WRITING AND COMMUNICATIONS INSTRUCTOR

DELAWARE TECHNICAL AND COMMUNITY COLLEGE
08.2008 - 05.2011

COMMUNICATIONS CONSULTANT AND PROCESS LEAD

J.P. MORGAN CHASE
07.2000 - 11.2014

Similar Profiles

CREATE PROFILE
Roxanne Renzetti