SUZANNE STEELE
New Braunfels,TX
Summary
Communications professional with over 9 years of experience in technical writing across utilities, information technology, and financial services. Skilled in call center operations, customer service, and simplifying complex concepts. Proficient in writing, proofreading, and editing documentation for various platforms, as well as creating engaging presentations. Seeking roles such as Technical Writer or Communications Specialist in the San Antonio and Austin, Texas areas.
Overview
12
12
years of professional experience
Work History
Technical Writer/Digital Writer
Wincorp Solutions (Capital Group)
San Antonio, TX
02.2024 - 02.2026
- Collaborated with business partners to document accurate business content, ensuring alignment with project goals and end-user needs
- Refined and published online content that aligned with business guidelines and processes
- Developed clear and specific job aids using Adobe Experience Manager to facilitate user understanding
- Clarified complex financial concepts for diverse audiences to enhance understanding. about investment vehicles and retirement plans in plain language for various audiences and purposes
Patient Advocate
IBEX Global (United HealthCare)
New Braunfels, TX
09.2023 - 02.2024
- Assisted Medicare Advantage members by phone with insurance claims, healthcare and prescription drug planning, guiding them through complaints, appeals, and grievances to enhance their understanding of benefits
- Explained member benefits, coverage, eligibility, claims, appeals, and prescription drug benefits, ensuring clarity and comprehension for members
- Coordinated outreach to doctors, hospitals, and pharmacies to arrange appointments and medications, providing necessary information for prior authorization and insurance requirements
- Clarified complex coverage information for members to enhance understanding. for member satisfaction and understanding
Technical Writer/Digital Writer
Wincorp Solutions (Capital Group)
San Antonio, TX
05.2021 - 05.2026
- Collaborate with business partners to find and accurately document business content that meets project goals and end-user needs
- Developed and published online content aligned with business guidelines and processes to enhance user understanding
- Created clear and specific job aids using Adobe Experience Manager to support end-user training and resource accessibility
- Simplified complex financial concepts about investment vehicles and retirement plans for diverse audiences to improve comprehension
Technical Writer
Apex Systems (USAA)
San Antonio, TX
06.2020 - 12.2020
- Coordinated with information security experts to write standard operating procedures for IT/IS processes at USAA, creating accessible job aids for staff use
- Maintained and updated internal website in Atlassian/Confluence, managing content and design to ensure clarity and relevance for team members
- Developed USAA technical documentation for policies, procedures, and system changes.
- Collaborated with Apex Systems teams and USAA stakeholders to gather documentation requirements.
- Edited user guides, knowledge base articles, and release notes for clarity.
Technical Writer/Sr. Communications Coordinator
Black Hills Energy
Lincoln, Nebraska
09.2014 - 12.2019
- Maintained 700+ page knowledge base in Drupal with instructional content writing and content management.
- Drafted, managed, and distributed communications to enhance Customer Service and support key customer-facing projects and initiatives
- Wrote and distributed weekly communications to inform and support Contact Center operations
- Created training manuals and PowerPoint presentations to facilitate knowledge base software upgrades, company acquisitions, and technical training across various applications
- Facilitated in-person and virtual training/webinar sessions for company mergers to introduce new customer bases, state guidelines, and customer information systems
- Conducted in-person and virtual presentations for department leadership and Vice President to introduce upgraded knowledge base
- Co-authored internal and external project communications and customer education to support company website upgrades including Frequently Asked Questions for all stakeholder
Education
Masters - Ayurveda and Integrative Medicine
Maharishi International University
Digital Marketing Certificate -
UT Austin
BA - Organizational Communications
Doane College
Skills
- Knowledge management
- SOP writing
- Technical documentation
- Content management
- Process documentation
- Adobe Experience Manager
- Drupal
- Visio
- SharePoint
- Canva
- Atlassian Confluence
- HTML
- CSS
- Microsoft Office Suite
- Google Office Suite
- Adobe Creative Suite
- Zoom
- Twilio
- Slack
- Dreamweaver
- Call Center Telephony and Technology
Timeline
Technical Writer/Digital Writer
Wincorp Solutions (Capital Group)
02.2024 - 02.2026
Patient Advocate
IBEX Global (United HealthCare)
09.2023 - 02.2024
Technical Writer/Digital Writer
Wincorp Solutions (Capital Group)
05.2021 - 05.2026
Technical Writer
Apex Systems (USAA)
06.2020 - 12.2020
Technical Writer/Sr. Communications Coordinator
Black Hills Energy
09.2014 - 12.2019
Masters - Ayurveda and Integrative Medicine
Maharishi International University
Digital Marketing Certificate -
UT Austin
BA - Organizational Communications
Doane College