Nirmala Menon
Technical Content Writer
Hyderabad
Summary
Technical Writer with over 2 years 6 months experience in creating comprehensive user guides and SOPs. Known for simplifying complex information and enhancing documentation usability by 30-40%. Adept at delivering high-quality content tailored to client needs.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Technical Content Writer
Calyx.ai
01.2022 - Current
- - Deliver 100+ standards-compliant documents with strong client relevance, ensuring 30—40% improvement in clarity and user understanding.
- - Partnered with development and support leads to optimize documentation repositories, revise/edit 200+ files, and improve centralized storage workflows by 30%.
- - Collaborated with SMEs and clients to create 150+ procedure manuals and technical documents, enhancing documentation structure and clarity by 25—30%.
- - Proficient in using X-Metal and Publication Manager for authoring workflows, and experienced with SaaS-based CMS tools and SDL platforms for centralized content storage, versioning, and publication.
- - Skilled in reviewing and incorporating detailed feedback from clients and internal teams to ensure continuous improvement of published content.
Customer Service Executive
Sutherland Global Solutions
03.2021 - 12.2021
- - Handled high-volume customer service chats and emails, addressing 400—500 queries monthly and improving response efficiency by 20—30%.
- - Proven ability to perform efficiently in a fast-paced, multi-skilled work environment, handling 50—70 tasks daily while maintaining high accuracy.
- - Consistently delivered high-quality customer service with a 90—95% satisfaction score and a strong track record of resolving issues on first contact.
- - Demonstrated punctuality and schedule adherence of 98%+, ensuring reliability across all assigned work segments.
- - Responded to 300—400 inbound customer emails monthly from existing and prospective clients, providing timely, accurate, and solution-focused support.
- - Collaborated effectively with internal teams to escalate and resolve complex customer issues, ensuring seamless handoffs and minimal turnaround time.
Education
B.Sc - Bachelor of Science
Osmania University
Hyderabad01.2012
Skills
Core Skills
Technical Writing & Documentation
Technical Documentation
Standard Operating Procedures (SOPs)
User Guides & Process Documentation
Content Editing & Proofreading
Tools & Platforms
X-Metal
Publication Manager
CMS Platforms
SaaS Documentation Systems
Personal Information
- City: Hyderabad
- Country: INDIA
Timeline
Technical Content Writer
Calyx.ai
01.2022 - Current
Customer Service Executive
Sutherland Global Solutions
03.2021 - 12.2021
B.Sc - Bachelor of Science
Osmania University