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
Expert in working with technical authoring and publishing tools like madcap® FLARE
Trained in Articulate Storyline 360 software to produce and publish interactive video-based eLearning courses
Proficient in working with Microsoft Office Suite
Fluency in written and verbal English
Ability to handle strict deadlines and the pressures of working with others on complicated deliverables
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