Carol J.

Moya

512-***-****

512-***-**** (Skype)

abwtks@r.postjobfree.com

www.linkedin.com/pub/carol-j-moya/3/381/52b

PROFILE

An accomplished Client Relations and Project Management Specialist with expertise in customer service, project

management, administration, and organization. Excels in building long-term relationships with internal and external clients and

developing business systems and procedures. Effective communicator who works well individually and on a team. Major

strengths include focus, organizational skills, and excelling in a detail-oriented, deadline-driven work environment.

Key Competencies

• • •

Administration Account Management Documentation

• • •

Organization Training Presentations

• • •

Customer Service Scheduling Communication

• • •

Project Management Mediation Coaching

Technical Skills

MS Office, SalesForce, online survey software, ConstantContact and related client contact software, workflow management

software, Computer-Assisted Translation (CAT) tools, and various proprietary software.

PROFESSIONAL EXPERIENCE

Owner/Contractor Logic Brain, Austin Texas 2003-

present

• Contracting with small businesses to provide customer service, office and administrative assistance, sales support,

project management, documentation and training, and technical assistance

Project Manager Phoenix Translations, Elgin Texas 2012-

present

• Managed projects involving team members all over the world

• Estimated projects and managed costs to stay within margins

• Communicated requirements and expectations to project stakeholders and resolved questions and issues

• Led project kickoff and “lessons learned” meetings

• Created guidelines, work instructions, and templates

• Recruited, tested, and coached resources

Major Accomplishments

• Managed large, projects into multiple languages while staying under budget and delivering on time

• Created guidelines, instructions, templates, and other project-related documentation

Customer Services Manager McElroy Translation, Austin Texas 2005-2012

• Single point-of-contact for all customer support phone, email, website, and client portal

• Account management of longtime, key accounts including quarterly business reviews, needs assessments, client training,

reporting, status updates, following up after orders are delivered

• Monitored all customer feedback, including annual and email surveys, to identify areas for improvement

• Created and implemented action plans to increase customer satisfaction and reduce errors

• Investigated, tracked, and resolved client issues often requiring the implementing operational adjustments

• Developed and implemented processes including training and documentation for clients and in-house staff

• Supported the sales team, including training new team members, preparing quotes and RFPs

Carol J. Moya

1

Carol J.

Moya

512-***-****

512-***-**** (Skype)

abwtks@r.postjobfree.com

www.linkedin.com/pub/carol-j-moya/3/381/52b

• Created training and documentation (manuals, work instructions, templates) and conducted company-wide training

• Core member of team that customized and implemented new workflow management software

Carol J. Moya

2

Carol J.

Moya

512-***-****

512-***-**** (Skype)

abwtks@r.postjobfree.com

www.linkedin.com/pub/carol-j-moya/3/381/52b

Customer Services Manager, continued

Major Accomplishments

• “Customer service” consistently received the highest scores in annual surveys when clients were asked what they liked

best about doing business with McElroy Translation

• Increased customer satisfaction and reduced rework with the development and implementation of new process,

guidelines, and in-house and client training

Software Quality Assurance Manager AT&T Wireless, Austin Texas 2001-2003

• Implemented change management and quality assurance plans for multiple project teams

• Provided quality assurance training and coaching for multiple project teams

• Ensured successful project launches by functioning as single-point-of-contact on cross-functional teams

Documentation Manager AT&T Wireless, Austin Texas 2000-2001

• Managed team of technical writers on documentation projects such as manuals and online documentation, wrote and

edited documentation

Customer Service and Sales Martin Brothers Fresh Dressings, Austin Texas 1999-2000

• Customer service, sales, office management, shipping, and administration

Communication Specialist Texas Workers’ Compensation Fund, Austin Texas 1994-1999

• Wrote and edited documentation, managed documentation projects including task analysis, writing, usability testing and

managing the review cycle

EDUCATION

Bachelor of Arts, History University of Texas at Austin

Technical Writing, Austin Community College

ADDITIONAL

Publications

Wrote and published two editions of A Guide to Austin Private Schools

Wrote book reviews for Society for Technical Communication’s quarterly journal Technical Communication

Awards and Affiliations

Recipient of numerous “McElroy Diamond Employee” and “McElroy Bad A**” awards

Recipient of the Motorola “Quality Champion” and “Manufacturing Excellence” awards

Society for Technical Communication, Austin Chapter President

Volunteer Work

Matthews Lane Neighborhood Association, President

Alliance Francaise of Austin

International Hostels

Minis and Friends

SARA Animal Sanctuary

Public Domain Theater

Carol J. Moya

3

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