About
About me
I use my knowledge in Human Resources and my skills in writing to create user-friendly documentation that is helpful and easy to understand.
Technical writer with expertise in Human Resources & Knowledge Management
I am an HR expert that uses wide expertise in Knowledge Management and Technical Writing to identify and support key customers. I started my career in Human Resource Management as an HR Generalist and progressed into Knowledge Management.
I have always been involved in documentation and writing through my career and personal life. I have been developing documentation within the HR department in various aspects of HR. I created employee handbooks, job aids, and cultural knowledge packages to facilitate onboarding, ongoing training processes, and internal and external relationship management.
I decided to transition to a career in technical writing by undertaking a graduate certification in technical writing from Seneca.
I have experience in the following
- Software User Guides
- App User Manuals
- White Papers
- Employee Handbooks
Education
2022
Seneca
Graduate Certificate in Technical Communication
The Graduate Certificate in Technical Communication from Seneca College is a comprehensive program in the field of Technical Writing. The certification program covers technical writing and editing, graphic and web design, user experience, content strategy, and instructional design.
2018
Udemy
Certification Knowledge Management Tools & Practices
This brief certificate program covered Knowledge Management (KM) Tools for SMEs (Small and Medium-Sized Enterprises) and how they can enhance an SMEs' performance. It takes an in-depth look into how KM tools can help SMEs understand, evaluate and apply them to their daily routine.
2006
Robert Gordon University
Master of Science, Knowledge Management
The M.Sc. offered by the Robert Gordon University in Knowledge Management is a program that offers an integrated approach to learning modules that help to identify, capture, evaluate, retrieve, and share an organisation's and an individual's information assets; the course gives a holistic approach to KM that emphasises the importance of people in an organisation. I successfully completed the program with a GPA of 3.25 and completed my M.Sc. Thesis on the success of Communities of Practice in British Petroleum.
My Skills
I am an expert in human resources and use my skills in knowledge management and technical writing to support key customers. I have always been involved in documentation and writing, creating employee handbooks, job aids, and cultural knowledge packages. I also have a graduate certification in technical writing from Seneca.
Experience
2018 – Present
Rogers Communications
Technical Support Associate
● Consistently met and exceeded set productivity targets.
● Assisted as interim call center supervisor, monitored call center representative phone calls and provided necessary performance feedback.
● Met or exceeded service and quality standards every review period.
● Achieved a weekly resolution rate of 90 percent.
2016 – 2018
Vistas Global
Senior Business Consultant
● Successfully met all targets of recruitment across all levels of management and technical hierarchies.
● Successfully completed employee handbook development and implementation.
● Acted as a key point of contact to accelerate business process improvement for audit purposes for quality improvement to initiate and maintain a culture of excellence.
● Supported external bench marking and evaluation programs for audit.
2009 – 2016
INGC Trading & Contracting
Human Resources Generalist
● Structured and implemented programs and policies in the areas of training, compensation structures, benefits packages, incentives, and new-employee orientation.
● Created and implemented cross-functional tools to significantly reduce recruitment costs, incorporating centralized screening and onboarding processes for improved overall efficiency.
2007 - 2008
National Health Service 24
Knowledge Assistant
● Accurately captured workflow processes and accomplished integration into the KM system.
● Participated in knowledge-sharing sessions, participated in designing solution architecture, implemented systems, processes, and trained end users.
● Trained and up-skilled teams and consultants on Knowledge Management tools, Taxonomy, and Information Retrieval techniques.
● Provided multiple platforms for knowledge-sharing along with the practices and policies to enable colleagues to see value in knowledge-sharing towards the soft benefits of KM.
● Coordinated and facilitated capture, validation, and implementation of lessons learned and best practices aimed for continuous improvement of the knowledge transfer process.
● Helped monitor and evaluate the knowledge-sharing program, including external bench marking and evaluation programs/opportunities.
● Oversaw the process of content creation, ensured complete development and front-line testing or knowledge documents before significant changes so that end users were on track with goals, became the go person in the organisation for documentation and content.
2002 – 2004
Godrej Upstream Limited
Human Resources Generalist
● Streamlined & updated an integrated payroll system.
● Designed, developed, and implemented a training database.