Sandra Robinson
Farmington,NH
Summary
Dynamic Team Lead and Technical Writer with over 10 years of experience in the insurance industry, including 7 years in leadership roles. Proven track record in implementing effective workflow systems and managing teams of 10-12 direct reports to enhance quality assurance and productivity. Recognized for strong coaching and mentoring abilities, coupled with a commitment to continuous learning and adaptability in new environments. Aiming to leverage expertise in a Team Lead or Project Manager position to drive operational excellence.
Overview
11
11
years of professional experience
Work History
Senior Product Technical Writer
Fidelity Investments
Merrimack, NH
07.2024 - Current
- Senior Product Technical Writer for Health and Welfare division, worked with QA, Product Managers, and Product Development, responsible for writing Product Guide for Client Validation Framework
- Developed new product guide for operations by reading SQL queries for relational database and outlining table configuration with data validation
- Interviewed subject matter experts (SME) to understand CVF product and functionalities
- Studied SQL queries, participant schemas, and configuration to extract pertinent information for Client Validation Product Guide
- Collaborated with product managers for end-to-end process with client requirements and data validations
- Worked with directors and implementation squad leaders in an agile environment to align product documentation with implementation materials and company standards
Technical Writer
QuartzBio, part of Precision for Medicine
Frederick, MD
10.2022 - 12.2023
- Technical Writer in Project Management and Operations department, responsible for creating data transfer agreements, workflows, and data management plans for pharmaceutical clients
- Wrote standard operation procedures (SOP) used for development training
- Designed and edited Work Instructions for Project Management and Operations teams
- Gathered information from subject matter experts (SME) to create technical documentation
- Created illustrations and diagrams to supplement written material
- Created templates and style guide for standardizing style across multiple documents
- Designed workflow in Jira for Project Managers to assign technical writing assignments
Technical Writer
Turnkey Lender
Austin, TX
02.2022 - 08.2022
- Technical Writer for Project Managers and Training department, responsible for editing API documentation and creating end user guides
- Designed, wrote, and edited end user guides for SaaS platform for new client implementation
- Edited API documentation for software developers
- Designed templates for style guide for internal and external clients and projects
- Reviewed and edited technical documents for accuracy, clarity, and grammar
Team Lead
FedPoint (formerly Long Term Care Partners)
Portsmouth, NH
02.2015 - 02.2022
- Team Lead in Premium Administration department, responsible for management, quality assurance, account reconciliation, and workflow for 10-12 billing analysts
- Provided leadership and guidance to 10-12 direct reports, ensuring work was completed on time and within quality assurance (QA) standards
- Recognized for implementing new AWD process for billing workflows which included testing, documentation, and training
- Managed workflow to adhere to federal government and company metrics
- Resolved escalated customer complaints or queries promptly through email and work tickets
- Delivered monthly quality assurance (QA) results to direct reports and provided coaching and performance improvement when required
- Identified opportunities for process improvements, implementing changes when required
- Updated documentation with updated policies and procedures, provided department training
- Worked as SharePoint administrator for department sites
- Managed and analyzed billing control reports using SQL queries
Trainer
Long Term Care Partners
Portsmouth, NH
08.2013 - 02.2015
- Trainer and Instructional Designer for Premium Administration department, responsible for new hire training, development and maintenance of training materials and department policies, guides, and procedures
- Trained newly hired billing analysts and decreased training time frames for new employees
- Wrote, edited, and maintained department policies, guides, reference documents, and procedures
- Developed curriculum and learning materials to increase comprehension
- Implemented employee training and onboarding programs to improve performance and productivity
- Developed, designed, and maintained SharePoint sites for department documents
Education
Bachelor of Arts - English Literature
Gordon College
Wenham, MAAssociate of Arts - Business Communication
Northern Essex Community College
Haverhill, MASkills
- Workflow Management
- Project Management
- Business Requirements Documentation
- User Acceptance (UAT) Testing
- Facilitation
- 3rd Party Administration and Billing
- Leadership
- Coaching
- Budgeting
- Customer Relations
- Performance Management
- Financial Data Analysis
- Interviewing New Hires
- Quality Assurance and Process Implementation
- Instruction writing
- User documentation production
- Testing plan development
- Template design
- Process documentation
- Software documentation
Timeline
Senior Product Technical Writer
Fidelity Investments
07.2024 - Current
Technical Writer
QuartzBio, part of Precision for Medicine
10.2022 - 12.2023
Technical Writer
Turnkey Lender
02.2022 - 08.2022
Team Lead
FedPoint (formerly Long Term Care Partners)
02.2015 - 02.2022
Trainer
Long Term Care Partners
08.2013 - 02.2015
Bachelor of Arts - English Literature
Gordon College
Associate of Arts - Business Communication
Northern Essex Community College
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