Diane B

Professional Communication & Administrative Writing (Independent Services)

Independent Services • Trabajador autónomo

Mar 2025 - Present • 1 yr 2 mos

Draft professional business, personal, and advocacy letters for individuals and organizations. Conduct research to support formal requests, complaints, and administrative correspondence. Translate complex healthcare, technical, and regulatory information into clear, professional communication. Provide documentation and administrative support for seniors and non-technical users, helping them navigate formal communication and paperwork with clarity and confidence.

Intuit TurboTax | Tax Support Specialist | Independent Contractor

Intuit • Freelance

Dec 2023 - Present • 2 yrs 5 mos

Provided high-level client and technical support, translating complex tax and system information into clear, professional guidance. Drafted written explanations and documentation to help clients understand tax processes, compliance requirements, and resolution steps. Conducted audit-style reviews of tax documentation to ensure accuracy and regulatory compliance. Applied research, problem-solving, and documentation skills to resolve complex inquiries while maintaining strict confidentiality and data privacy standards. Utilized Salesforce and digital tools to manage workflows, track cases, and improve service efficiency in a high-volume environment.

Quality & Standard Advisor

NTT DATA • Tiempo completo

Jul 2014 - Dec 2016 • 2 yrs 5 mos

Directed quality assurance for $370M+ in federal IT service contracts, ensuring ISO 9001:2015 compliance and achieving a 100% pass rate in external audits. Reduced project delays by 20% by developing a risk management registry and training managers on risk identification and mitigation strategies. Implemented a contract compliance tracking tool that improved monitoring efficiency by 25%, training 20+ staff and team leads on its use. Improved client satisfaction by 30% by conducting monthly audits, leading weekly stand-ups, and delivering actionable reports with corrective action plans. Delivered training sessions on quality management systems to 30+ team members, enhancing compliance knowledge and strengthening project execution.