Lonnette Mayer

Background

About Lonnette Mayer

I am a dedicated Technical Writer with Documentation and Knowledge Base Management experience and 14 years of experience in the financial sector. My career includes over 5 years in customer service in process creation / audits, documentation, training, and quality assurance for incoming and outgoing calls, correspondence, disputes, and credit bureau reporting and 9 years in account management, client services, and compliance managing knowledge bases, process creation / audits, and documentation (policies, procedures, work instructions, manuals, memos, newsletters, and process maps). I consistently research and translate complex technical concepts clearly, concisely, completely and accurately. Initially, 80% of my company’s processes were not documented: I coordinated with cross-functional teams to document processes, designed the initial training manuals for several teams, and created a Microsoft Sharepoint library to store the current versions. With my initiative-taking mindset, I gathered existing documentation and conducted process audits to significantly optimize existing processes. My inquisitive nature, meticulous attention to detail, and critical thinking skills have aided me in investigating inquiries, resolving issues, and maintaining high levels of customer, client, and stakeholder satisfaction. I have strong organizational skills, the ability to prioritize, and multi-tasking proficiency in a fast-paced setting while ensuring confidentiality and adherence to governmental regulations and corporate requirements. I grasp new concepts and technology quickly: I researched Microsoft Sharepoint online and became the Administrator / Trainer of most of the company’s SharePoint sites.