Sonya Lee
Birmingham,AL
Summary
Detail-oriented Technical Writer with a strong ability to create clear, concise documentation for both technical and non-technical users. Skilled in collaborating with stakeholders, BAs, BSAs, and developers to gather requirements and translate complex technical information into user-friendly content. Proven experience in developing documentation for applications and systems, understanding of programming logic, and database systems. Proficient in utilizing tools such as Confluence, JIRA, and Microsoft Visio.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Relations Analyst
Blue Cross Blue Shield of Alabama
10.2015 - Current
- Created comprehensive application and system documentation for various users and developers, resulting in a 20% increase in user satisfaction and reduced training time.
- Collaborated with business analysts (BAs), business systems analysts (BSAs), and project managers (PMs) to define project specifications and requirements.
- Conducted research on technical topics to supplement and clarify documentation, contributing to a more comprehensive understanding of application usage and functionality.
- Used tools like Confluence and JIRA for organizing documentation and managing content accessibility.
Customer Associate
Blue Cross Blue Shield of Alabama
10.2013 - 10.2015
- Handled 75+ inbound calls daily, providing clear and concise information to customers while maintaining high-quality standards.
- Assisted in writing technical instructions and documentation for new processes, which improved the efficiency of the customer service department.
- Developed a deep understanding of internal systems and applications to effectively communicate with users and stakeholders.
Education
Master of Science - Instructional Technology And Design
University of North Alabama
Florence, AL08.2023
Skills
- Technical Writing: Application and system documentation, user manuals, technical instructions, SOPs\
- Collaboration: Working with BAs, BSAs, PMs, and programmers to create detailed project specifications
- Analytical and Organizational Skills: Researching technical topics, organizing documentation using Confluence, JIRA, Microsoft Visio
- Technical Understanding: Knowledge of application programming, usage cases, database systems, flow charts, programming logic
- Communication: Strong interpersonal, written, and verbal communication skills
- Software Proficiency: Confluence, JIRA, Microsoft Visio, Adobe Microsoft Word, PowerPoint
- Learning Agility: Quickly learning new technologies, tools, and programming aspects
Certification
DISC Facilitator
Timeline
Customer Relations Analyst
Blue Cross Blue Shield of Alabama
10.2015 - Current
Customer Associate
Blue Cross Blue Shield of Alabama
10.2013 - 10.2015
Master of Science - Instructional Technology And Design
University of North Alabama
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