Samuel Travis

Everett, WA

ace67h@r.postjobfree.com - 425-***-****

WORK EXPERIENCE

Customer Care Lead

Premier, School Specialty - Bellinghamm WA - January 2013 to Present

Responsibilities

- Supervise a team of customer service and technical support employees.

- Generate, track, and deliver metrics related to contact volume and service efficiency.

- Develop and lead initiatives to improve service performance and best practices.

- Develop and maintain all standard operating procedure and training documentation.

- Design effective training modules and assessments using Captivate and LMS software.

Customer Care Specialist

Premier, School Specialty - Bellingham, WA - March 2012 to January 2013

Responsibilities

- Contact and recruit clients to beta test in development software prior to launch.

- Develop training and user documentation for in development software.

- Troubleshoot and resolves software, hardware, and artwork related issues.

- Assist with development of training and standard procedures for customer service teams.

- Deliver exceptional customer service to both clients and colleagues.

Content Specialist

Shmoop University, Inc. - Bellingham, WA - December 2011 to June 2012

Responsibilities

- Design web based training and study modules for students in K-12 and Higher Education.

- Research subject matter to gain expertise.

- Effectively capture the Shmoop University “voice” for creating and delivering content.

- Outline and pitch new projects based on assessment of company and student needs.

- Develop effective student self-assessment methods and suggest advanced study courses.

Executive Member - Treasurer

WWU Residence Hall Association - Bellingham, WA - September 2006 to June 2008

Responsibilities

- Oversee Residence Hall Association Operating Budget and legal distribution of funds.

- Handle cash transactions, bank deposits, and account reconciliation.

- Help to plan and execute large-scale events for campus and community members.

- Recruit, educate, and manage volunteer council members and advocate for their needs.

- Represent the needs of campus residents with faculty and staff at the university.

Instructor

Western Washington University - Bellingham, WA

Responsibilities

- Design over-arching course of study and individual lesson plans for variety of courses.

- Adapt course content and teaching style to meet the needs of a variety of students.

- Develop effective assessment methods and evaluate student learning and progress.

- Leverage Blackboard LMS and digital tools to support distance and out-of-class learning.

- Design effective and engaging presentations using MS Office, Adobe, Prezi, and other tools.

EDUCATION

MA in English - Creative Writing

Western Washington University - Bellingham, WA

2009 to 2011

BA in English

Western Washington University - Bellingham, WA

2004 to 2008

SKILLS

Microsoft Office, Adobe Captivate, Oracle EBS, Technical Writing, Editing, Proof Reading, Instructional Design,

Customer Service

LINKS

https://www.linkedin.com/profile/view?id=339899349&trk=nav_responsive_tab_profile

ADDITIONAL INFORMATION

Over ten years experience perfecting superb spoken and written communication skills and more than four

years developing unique educational and training solutions for schools and businesses. Passionate about

developing effective service cultures supported by strong, client centered philosophies. Demonstrated record

for improving service policies and procedures within individual teams and across business units.

Contact this candidate