Salwa Philips
Biography:
Work Experience: 8.2 years
Work Experience:
Results-driven and analytical professional specializing in operations support, customer service, and systems management. Skilled in collaborating with Customer Success, Engineering, and Product teams to troubleshoot issues, streamline cross-functional workflows, and improve customer and operational outcomes. Leverages Zendesk and Jira ticketing experience and technical proficiency in Google Workspace and Microsoft Office to enhance business documentation and quality assurance processes and boost operational efficiency.
Work history:
Job Title: Editor
Company: Global Business Reports
Period: January 2015 - December 2016
Role Description:• Transcribed market research interviews for multiple industries, including pharmaceutical, aerospace, and mining.
• Edited transcripts to improve readability and ensure text followed business-report formatting.
• Met journalists' needs by producing transcripts on a next-day turnaround basis.
Job Title: Transcriptionist (Editor)
Company: Written Communications, Inc.
Period: January 2017 - December 2018
Role Description:• Produced verbatim and clean-read transcripts for criminal investigations, legal dictations, jail phone calls, court hearings, and insurance calls, developed board-meeting reports and summaries from audio/video recordings.
• Consistently delivered high-quality transcripts for all audio files, including those with poor audio quality.
• Proofread transcripts typed by team members and evaluated them for completeness, accuracy, and adherence to formatting specifications.
Job Title: Administrative Assistant III (Editor)
Company: Division of Child & Family Services (DCFS)
Period: January 2018 - February 2022
Role Description:• Transcribed detailed minutes for public bodies (commissions/consortia) per Open Meeting Law (OML), developed meeting reports for program/interagency meetings and town halls, managed digital filing and document archives.
• Edited and formatted monthly newsletters, program memos, presentations, and agency reports.
• Worked closely with Quality Control Team and provided quality assurance, content management, and version control support.
Job Title: Technical Writer / Senior Analyst
Company: Madhive
Period: March 2022 - present
Role Description:• Leads the Client Operations Team, maintains template replies for team’s reference to respond to clients’ FAQs.
• Manages and organizes technical documentation, trains team members on business and operations tasks, establishes SOPs for efficient data management and recordkeeping.
• Facilitates staff training sessions, develops learning materials, and documents technical business workflows and complex operational processes for team development.
Education:
York University
Bachelor's Degree
Period: September 2009 - April 2015
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