Printing tool Download PDF

Work experience

Brokerage Manager

Charlotte Brokerage Agency
  • Licensed life and health agent for North Carolina.
  • Prepared quotes for agents.
  • Reviewed insurance applications and handled customer service for agent calls.
May 2010Present

Quality Consultant

Signature Consultants

Bank of America (Office of the President – Executive Customer Relations)

  • Perform inline audits to check for completeness, accuracy, and compliance with government rules and regulations.
  • Provide coaching and mentoring to the customer service representatives handling cases.
  • Participate in daily calibration meetings.
  • Perform audits on closed cases to check for completeness, accuracy, and compliance with government rules and regulations.
Feb 2009Present



Provider of innovative web development.

Content Development Consultant

Operate in a freelance position, editing marketing and technical material. Provided consultation and advisement to clients regarding appropriate software selection and usage for various content projects, assisting with content needs analysis when necessary. Managed social media properties for Facebook, MySpace, and Twitter, among others, including daily monitoring, posting, and content development. Worked as a volunteer, editing a novel for a science fiction writer.

  • Creatively composed and edited resumes for individual clients and delivered editing and writing training.
  • Singlehandedly developed help files, training materials, and web sites, including SEO Content writing.
  • Managed content projects for inception to completion, while overseeing and maintaining content properties.
  • Efficiently edited and proofread all document types, including but not limited to brochures, newsletters, press releases, sales and marketing material, training manuals, workbooks, and user guides; filed copyrights.

Social Media

  • Coordinated and implemented marketing communication projects with responsibilities that included social media advertising and creating brand awareness online.
  • Initiated conversation through forums, Twitter, and postings, while monitoring  forums and chats.
  • Prepared status reports on social media efforts and success rates.
  • Member of the International Social Media Association.
Aug 2008Jan 2009

Editorial Content Project Manager

  • Managed vendor editing teams.
  • Analyzed customer feedback and content metrics.
  • Developed and implemented content improvement plans for Knowledge Base content.
Jul 2005Jul 2008

Editorial Lead

  • Managed vendor team of ten technical editors to meet daily and weekly deadlines for online content publishing.
  • Conducted quality assurance reviews.
  • Assisted with long-term strategic planning.
  • Chaired meetings to discuss workload, editorial schedules, and standards.
  • Managed content workflow and assessed staffing needs, and assisted with long term planning.
  • Evaluated and addressed editorial performance.
  • Monitored productivity and turnaround times to make sure Service Level Agreements were met.
  • Developed and implemented editorial policies.
  • Managed the creation of content by customer segment and audience.
  • Forecasted work to help manage vendor resources.
  • Managed content needs for product updates, service packs, and releases.
Oct 1997Jun 2005

Technical Editor

  • Communicated with authors, technical reviewers, content leads, and content business managers to maintain technical accuracy and to ensure timely delivery of Microsoft Knowledge Base content to the Web.
  • Conducted meetings to discuss editorial schedules and changes in editorial guidelines.
  • Managed project workflow to meet tight project deadlines.
  • Trained and mentored new writers.
  • Edited XML, HTML, and used content development tools to edit Microsoft Knowledge Base articles for organization, logic, completeness, audience level, tone, consistency, style, spelling, syntax, and grammar with a focus on Microsoft Manual of Style for Technical Publications style, Chicago Manual of Style, and simplified Global English usage.
  • Edited technical white papers for a developer audience.
  • Performed periodic content maintenance tasks and update localization teams regarding content changes, meeting tight turnaround times.
Jun 1992Sep 1997

Technical Support Professional

  • Performed hardware, software, and network troubleshooting for various programs including Windows, FoxPro, and Access in a customer service/support role.
  • Served as lead on special projects.
  • Editor of internal training newsletter.
Sep 1988May 1991

Supervisor Training & Technical Services/Systems Administrator

Madison Benefit Administrators
  • Managed team of 12 group health underwriters.
  • Developed and delivered underwriting and medical terminology training for staff.
  • On-site FLMI education coordinator.
  • Managed the billing and the underwriting call centers.
  • Provided technical support for all software/hardware issues.
  • Underwrote group health insurance policies.
Aug 1980Jan 1984

Facilitator, West Area Learning Center

Central Piedmont Community College

Assisted in marketing of center while providing tutoring, support, coaching, and assistance to students,

families, and faculty.

  • Assisted quarterly with student registration.
  • Monitored laboratory activities; enforced rules and regulations and ensured safe environment.
  • Assisted students with laboratory class-related problems, tutored students, reviewed student lab work, monitored student progress, tests, and graded students.
  • Prepared facility for classes and ensured that work areas were clean and neat; ensured that equipment, materials, and handouts were ready for classes.
  • Assisted in maintaining laboratory equipment; performed simple maintenance, cleaned and store equipment when not in use, monitored condition, and notified supervisor of any needed repairs.
  • Monitored inventory of materials and supplies, initiated ordering process as needed.
  • Maintained a library of materials which included books, tapes, slides, and magazines.
  • Monitored activities of part-time student lab assistants; established schedules and assigned tasks.
  • Maintained records of laboratory activities and student files including grades and attendance.


Whole You School of Massage and Bodywork

Graduate - 2003

NC LMBT License #3982, June 2003

Over 350 hours additional training in alternative health modalities

Associate Arts

Central Piedmont Community College

More than two decades of ongoing college classes and continuing education surrounding technical training and systems knowledge, including extensive software applications, data analysis and reporting, leadership, facilitation, and other business-based skill training.

May 1997Present

Center for Mind Body Healing

Seven Laws of Spiritual Success Certified Facilitator class


Alternative health, essential oils, gardening, reading, writing.

Massage therapy certification

NC LMBT, # 3982

Dale Carnegie

Recipient of Highest Award for Achievement


OtherSocial media, community building, Writing bug reports; user acceptance testing; knowledge of the software development lifecycle (SDLC); SCORM; software installation, configuration, and troubleshooting; hardware installation, configuration, and troubleshooting.

KeywordsEditing, content, content development, content management, technical writer, technical writing, online help, user manual, documentation, SEO, web design, community, social media, web 2.0

Software and Technical Skills

Adobe AcrobatAdobe PhotoShopArticulateCorel XMetaLCorelDrawCSSDashboards with Key Risk IndicatorsDigital Image Suite EditorDocStudioDreamweaverExcelExpression WebFBMLFoxProFrontPageFTP utilitiesHomesiteHTML (hand coding)HTML Help WorkshopOutlookPowerPointProjectRoboHelpSGML SharePointSnagItSQL ServerVisioVisual SourceSafeWindowsWonderShareWordWordPerfectXML

Spiritual Healing Coach

Licensed Spiritual Healing Coach

Stress Management certification

Stress Management certification,

International Association of Counselors and Therapists


Versatile, high-energy professional who leads companies through change and challenge with an exceptional technology background. Proven self-starter with more than ten years of content development, project management (content), writing, research, and technical editing experience. Strategic problem-solver who envisions smart solutions and executes with urgency across all levels of the organization. Hands-on leader with established ability to lead projects and initiatives that drive performance. Skilled in print and online editing.


Coaching & Mentoring ~ Content Needs Analysis ~ Project Management ~ Creative Writing ~ Organization & Communication

Content Development ~ Policy Development & Implementation ~ Technology ~ Staff Leadership ~ Editing ~ Strategic Planning

Auditing ~ Team Development & Leadership ~ Business Analysis ~ Risk Mitigation ~ Productivity & Performance Improvement