Sep 2021 – Present · 4 yrs 8 mos

• Delivered on a wide spectrum of responsibilities:
• Principal – Quality & Strategy (May 24 – Present): Partnering with BU leader and stakeholders on content quality, transformation and standardization; Reviewing product documentation and involved in knowledge management; Providing consultation in the areas of knowledge building and client experience.
• Principal – EIS and Analytics (Feb 23 – Jul 24): managed EIS and content analytics to enrich information, identify and fill information gaps for increased findability and traffic.
• Principal – Content Development (Sep 21 – Apr 23): focused on content strategy and content transformations. Led multiple initiatives to organize content and orchestrate information for discoverability.
• Accomplishments:
• Strategized knowledge building and strengthening efforts for Client Tech Support team for Capability continuum while fostering innovation and enhancing decision-making processes at each level.
• As one of the four global editors, collaborated with Editors on internal TW certification.
• Collaborated with Ops leaders on Inquiries and remediations with a focus on reopen inquiries.
• Strategized User Journey Analysis to boost the content search experiences for clients with a direct impact on reducing support calls.
• Conceptualized and launched a technical writing upskilling program. Two associates are working on technical writing assignments at 100% capacity!
• Ran 30-Day Release Program with a 3-membered team to meet with Fiserv clients and stakeholders 30-day pre and post release for high inquiry products clients to provide direct input into information needs and outcomes experienced.
• Uploaded 200K+ topics to Zoomin followed by training and associate onboarding; Created the Wiki page for process and resources; Was one of the Point-of-contacts for Zoomin troubleshooting.
• Leveraged various national as well as international platforms for technical communicators to share domain expertise with the community.

Apr 2019 – Jul 2019 · 3 mos

• Accomplishments
• As a hiring manager and in the capacity of Interim Director, recruited Content Director - Content Development for Learning & Client Performance for the global content team in US.
• Created a role for Quality Lead and hired internally in US.
• Organized a training on Minimalism and Taxonomy. Negotiated with CIDM on pricing and IP Law.
• Responsibilities
• Provided overall guidance to the technical writing team while driving and supporting efforts to upskill the content developers on Principles of Minimalism.
• Supervised technical writing managers and ensured BAU for the Learning and Client Performance function.
• Managed escalations and resolved critical issues to ensure Delivery & Business Continuity.

Sep 2018 – Aug 2021 · 2 yrs 11 mos

• Accomplishments
• Managed documentation services for $100 million retail and corporate online banking products.
• Strategized and implemented content transformations like single-source help, context sensitive content, unified standards, use of minimalism, taxonomy, documentation portal.
• Engaged with clients directly through Client Advisory Board, Client Observations, Feedback Mechanism, Client Focus Group.
• As a Thought Leader, represented Fiserv at both national, international and corporate forums.
• Created a value proposition document for a client, yielded in 100% conversion.
• Responsibilities
• Managed documentation services for the Retail Banking portfolio for community banks and large banks.
• Managed a global team of 15 technical writers from India (40%) and US (60%).
• Managed escalations and resolved critical issues to ensure Delivery & Business Continuity.
• Provided Matrix support to One Global team for India.
• Coached peers including training managers and registrars.

Apr 2015 – Aug 2018 · 3 yrs 4 mos

• Accomplishments:
• Built a team size of 21 tech writers in a time span of five years (2009-2014) for Bank Solutions.
• Onboarded 50+ associates for BU.
• Organized multiple recruitment drives and supported Tech-Pub CoE and TA teams with their hiring process.
• Created multiple MVPs including Podcast, In-Help Chatbot, Role Taxonomy, Self-Service Help.
• Engaged with clients directly through Client Advisory Board, Client Observations, Feedback Mechanism, Client Focus Group.
• Organized STC Regional conference at Fiserv.
• Responsibilities
• Supervised and managed India team on a daily basis.
• Managed escalations and resolved critical issues to ensure Delivery & Business Continuity.
• Provided Matrix support to One Global team for India.
• Managed existing projects at offshore to ensure quality and efficiency.
• Represented Technical Documentation group in the CMMi Project Planning process area.
• Published Metrics Dashboard for project health and Senior Management review.
• Contributed towards process improvement and project management. As a result, technical writing team was engaged from the inception or design phase of SDLC.
• Contributed and collaborated with project teams and Marketing & Communication for publishing newsletter for Global Services at Fiserv.
• Managed billing, escalations, budget, performance appraisal, stakeholders, business relationships for GS.

Oct 2011 – Mar 2015 · 3 yrs 5 mos

• Accomplishments
• Instrumental in growing the India team strength from two to 11.
• Created a Common Estimation Model and led the initiative to roll it out across Bank Solutions at Fiserv.
• Developed a New Writer's Handbook for on-boarding new writers to ready them for projects in the minimal time. Reduced the training effort from 100 hours to 60 hours.
• Identified as an owner of the Product Release Schedule publication and collaborated with multiple product owners, project managers, business leaders and Comm team to publish it to Fiserv clients for Bank Solutions.
• Completed Leadership 2.0 program at Fiserv in 2014.
• Earned Banking 101 certification from Fiserv.
• Received Special Recognition from GS President for the Write it Right initiative.
• As a Thought Leader, represented Fiserv at both national, international and corporate forums.
• Responsibilities:
• Collaborated with the QA team for doc test plan update, query resolution.
• Reviewed Design documents of Developers for language and clarity.
• Published organizational publication (e.g., Product Release Schedule, Corporate History, and Client Communication)
• Identified technical omissions or inaccuracies in documentation; worked closely with technical Director/Manager on various phases of SDLC to ensure that all requirements are captured and documented.
• Mentored and trained new writers on processes and standards.
• Edited BSPs and signed off for the Technical Documentation department.

Apr 2010 – Sep 2011 · 1 yr 5 mos

• Accomplishments:
• Won the Achiever Award in 2010 for my innovation and content transformation efforts in the areas of Business Banking and Retail Banking documentation.
• Received multiple accolades from BU and leadership team as Living Proof - Inspire and Achieve Excellence, Deliver on One Fiserv, Earn Client Trust.
• Onboarded and mentored team members and contributed toward the hiring process of Tech Pub.
• Successfully implemented the Bank Special Program development process in India.
• Earned the AIB Principles of Banking certification from American Banking Association, USA.
• Represented the technical documentation group in the CMMi Project Planning process area.
• Responsibilities:
• Analyzed storybooks, Scope of Work (SoW) and data to estimate technical objects for various products at various release levels. Mostly involved in L2 estimates.
• Independently designed specific modules for major project releases.
• Managed multiple projects at offshore and represented the technical writing team in multiple product/ project meetings.
• Collaborated with technical manager and Project/Product managers to track the project progress.

Sep 2008 – Mar 2010 · 1 yr 6 mos

• Accomplishments:
• Received "Value in Performance" award for quality deliverables and my contributions towards the success of multiple releases in 2009.
• Received standing ovation from the President for the eLearning course I developed to train more than 2000+ employees on a n in-house built performance management tool.
• Awarded Ph.D. in Humanities (May 2009) for my study in American Literature and Indian Writing in English.
• Incepted Technical Publication Center of Excellence as one of the four-membered team of technical writers.
• Published newsletters for the Business Units capturing business updates, employee spotlights, and associate engagement.
• Responsibilities:
• Collaborated with cross-functional teams to create release content and eLearning courses for module training.
• Supported product releases with release documents including release notes, help files, install guides, user manuals in the Retail Banking and Business Banking areas.
• Conducted peer reviews and multiple training sessions for Tech Pub CoE.