Suraj Gopanna
Senior Technical Writer
Summary
Enthusiastic professional eager to contribute to team success through hard work, attention to detail, and excellent organizational skills.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Senior Technical Writer
Ocwen Financial Solutions Pvt. Ltd.
Bengaluru
07.2019 - 07.2022
- Created consistent, concise, and easy-to-understand user reference manuals for 11 business units within project deadlines.
- Developed leadership skills by mentoring 4 Technical Writers and leading project kick off meetings.
- Achieved an average quality score of 93% on all the procedures created and updated.
- Earned a promotion to Senior Technical Writer within two years of being a Technical Writer.
- Proofread procedures written by colleagues to correct spelling, punctuation and grammar.
- Reviewed and edited the existing user reference manuals to reflect regulatory, compliance, and legal changes within compliant timeframes.
- Maintained open communication with business unit contacts to gather required contents and ensure the Technical Writing Team is kept informed of procedural changes.
- Analyzed existing and potential content, focusing on reuse and single-sourcing opportunities.
- Received positive net promoter scores from business units for the user reference manuals created.
- Completed cross training for Instructional Designer role and updated computer-based training (CBT) courses.
- Handled and resolved minor road blocks before elevating to leadership.
- Took lead in suggesting and conducting employee engagement events.
Operations Control Specialist
Ocwen Financial Solutions Pvt. Ltd.
Bengaluru
12.2014 - 06.2019
- Created new borrower communication letters in plain language and customer-centric format for Default Servicing business units.
- Completed annual review on existing letters to ensure compliance with standard guidelines.
- Collaborated with business units to update letter templates, contents, and logic forms.
Interactive Social Media Advisor
24/7 Customer Pvt. Ltd.
Bengaluru
08.2013 - 11.2014
- Assisted bank customers through bank's online chat forum.
- Accessed customer accounts to fulfill basic customer requests such as blocking lost debit card and ordering a new debit card.
- Maintained a high net promoter score by providing extraordinary service to the customers.
Education
Bachelor of Commerce - Accounting
Indian Academy Degree College
Bengaluru, India 06.2010 - 05.2013
Skills
Ability to quickly grasp complex technical concepts and translate for users with non-technical backgrounds
Certification
Certified Digital Content Writer (CDCW), Henry Harvin Education
Timeline
Senior Technical Writer
Ocwen Financial Solutions Pvt. Ltd.
07.2019 - 07.2022
Certified Digital Content Writer (CDCW), Henry Harvin Education
04-2019
Operations Control Specialist
Ocwen Financial Solutions Pvt. Ltd.
12.2014 - 06.2019
Interactive Social Media Advisor
24/7 Customer Pvt. Ltd.
08.2013 - 11.2014
Bachelor of Commerce - Accounting
Indian Academy Degree College
06.2010 - 05.2013
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