Manuals

Client: Pfizer (2004-2008)
Software: Microsoft Word

I wrote the Technical Services Training Manual for the Pfizer pharmaceutical company Help Desk in support of the company’s in-house data mining software RGate (Research Gateway). The manual is more than 70 pages long and contains descriptions of RGate features, workflow diagrams, how-to scripts and answers to commonly asked user questions. Help Desk agents could download the manual from their custom version of RGate help.

Client: Uhlemeyer Services (2000)
Software: Microsoft Word

Uhlemeyer Services is a workers compensation insurance company that hired me as a freelancer to update existing training manuals for workers in the construction and lumber industries. The manuals presented scenarios in which a worker performed a task in an unsafe way then described the correct, safe way to perform the same task.

Client: Maritz, Incorporated (1994-1996)
Software: Microsoft Word

Though it was not part of my job duties, I volunteered to update the customer service manual for perfomance improvement company Maritz, Inc. The manual covered common tasks performed by agents in the inbound call center such as using the SABRE airline reservation system to book flights and proprietary in-house software to purchase merchandise for customers calling to redeem their award points.