Casey Birkholz

Experience

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  Citi

  Jan 1998 - Jan 2006

  Quality Control Program Manager

  Audit and analysis of customer accounts in Chapter 7 and Chapter 13 Bankruptcy. Analysis results were transformed into opportunities. Action included litigation decision-making, process change implementation, staff training, and technology leverage to create controls. As a Manager of a team of 22 employees supporting 3 departments, I was also responsible for oversight of critical operations and projects.

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  NorthMarq Capital

  Nov 2006 - Feb 2010

  Commercial Mortgage Insurance Supervisor

  My team of Commercial Insurance Specialists was responsible for mitigating risk to NorthMarq's Commercial Real Estate Investors. Chief responsibilities encompassed educating employees, facilitating meetings with legal-council and investor decision makers, and managing vendor relationships. As a member of NorthMarq's leadership team, I participated in SWOT Analysis and the development of Northmarq’s Strategic Servicing Plan.

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  Ameriprise Financial Services, Inc.

  Jan 2011 - Mar 2015

  Specializing in Qualified Retirement Plans and Banking & Cash Solutions, I supported Ameriprise servicing and sales teams. I was heavily involved in process improvement and innovative project work.My primary role was web-based technical writing. I created and edited policy, procedure, and reference materials for an internal interface focused on search functionality. I worked with subject matter experts and business stakeholders to transform sophisticated financial information into clear content:*Created and revised online knowledge articles for Ameriprise phone agents and financial advisors.*Performed quality assurance (QA) editing for peers.*Accessed source code to write and format using HTML for enhanced end-user experience.*Partnered with project managers, product owners, business analysts, and department leaders on projects from the kickoff meeting through the retrospective to ensure content was in lock-step with every aspect of the project. Show less

  • Knowledge Management Analyst

    Mar 2013 - Mar 2015

  • Annuity & 403b Servicing Professional

    Jan 2011 - Mar 2013
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  Bluestem Brands

  Apr 2015 - Nov 2020

  Directed knowledge strategy. Led a team of technical writers. Created style guidelines and built/managed content sites. Created, updated, and edited knowledge content and related resources: *Created an employee intranet and a Wiki-based Knowledge Base on Microsoft Sharepoint. *Created a Style Guide. Created a Cascading Style Sheet, which I leveraged to enhance Sharepoint's out-of-box offerings for more dynamic content. *Balanced business needs with customer experience and system constraints to deliver superior content for onshore and offshore Customer Support teams. *Collaborated with business owners & stakeholders to create content that served internal & external customers.*Partnered with Training teams to analyze gaps and opportunities.*Conducted user interviews as a constant feedback loop for improvements. Show less

  • Manager, Knowledge Management

    Dec 2019 - Nov 2020

  • Knowledge Management Specialist

    Apr 2015 - Dec 2019
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  Proof (formerly Notarize)

  Nov 2020 - Nov 2024

  Directed knowledge management strategy. Managed a team of technical writers. Served as a Senior Technical Writer and Editor. Liaison with the Product Team for release enablement activities. Release notes Editor & Publisher. Highlights:*Partnered with Customer Support & Success to improve self-service for customers and prospects. Maintained constant focus on reducing unnecessary demand in both areas so they could focus their expertise to drive sales and exceptional service. *Collaborated with Product Managers, Engineers, Solutions Architects, Legal, and other stakeholders and SMEs to transform rough technical summaries of information into clear, concise, and accurate technical documentation for a wide range of audiences, encompassing internal & external customers.*Transformed a disjointed knowledge base of 200 articles to a streamlined version with 1,000 articles for a wide range of internal and external customers. *Created the Knowledge Base Style Guide. Proactively partnered with the Director of UX Design and colleagues in Creative & Marketing to compare style guides and brand messaging. *Served as Zendesk Knowledge Base Admin. Made continuous enhancements to the out-of-box Zendesk Guide theme by researching and engineering custom code solutions.*Developed a systematic method for my team to manage technical writing assignments for a broad and varied audience.*Established automated workflows in JIRA. *Devised a collaborative release enablement process to ensure documentation, training, marketing, and other activities were initiated and tracked for all upcoming releases.*Developed a system for publishing external Release Notes at Proof. Created templates and curated content from Product Managers, Legal, and other teams. Served as editor and publisher of all Release Notes from August 2022 to November 2024 with tight turnaround deadlines. Show less

  • Senior Manager, Knowledge Management Team

    Feb 2023 - Nov 2024

  • Knowledge Base Manager

    Nov 2020 - Sept 2023