Customer Service Manager

JANET E. BRUCKEN **** Allendale Dr. Dayton, OH ***09

937-***-**** (h) 937-***-**** (c)

*****@*********.***

WORK EXPERIENCE

Instruction / Teaching

• At Miami-Jacobs Career College, as an instructor of English Foundations, prepared and presented lessons in basic English grammar and sentence structure. As an instructor of Technical Writing, prepared and presented lessons to prepare students for the writing requirements of the work place. Spring 2010 session

• At The University of Dayton, as an instructor of First Year English Composition / Rhetoric, prepared and presented lessons to develop the writing skills of first year students. 3 semesters

• At NCR Corporation, as an Instructor, taught a variety of computer courses for internal personnel and customers at their sites. 10 years

• At Shopsmith, Inc., as an Instructor, taught courses for technical, sales, and management personnel. 2 years

• At Wayne High School in Huber Heights, OH, as a classroom teacher, taught English, public speaking, drama, and debate classes. 8 years

• At Oakwood Community Center in Oakwood, OH, as Assistant Instructor, taught acting skills to children, ages 8 to 12. 1 year

• At Kettering Children’s Theatre in Kettering, OH, as Assistant Director and Stage Manager for children's productions, taught acting and stage production skills to children, ages 7 to 15. 1 year

Writing / Course Development

• At NCR Corporation, as Course Developer, performed the following duties:

Studied new hardware and software products and system processes.

Wrote content for courseware procedural manuals and peripheral materials based on this study and the specifications of Subject Matter Experts.

Designed training courseware:

- According to user needs, desired instructional method, and appropriate course objectives.

- For customers and internal personnel.

- Including text, graphics and videos for classroom training courses, computer-based self-instruction courses, and on-line help. 10 years

• At The Write Perspective, as Project Leader and Writer, tested UNIX operating system commands and wrote customer user manuals for IBM.

• At Shopsmith Inc., as Program Designer, designed and produced training courses for all internal personnel in management, sales, clerical, and assembly line production. 2 years

• At Wayne High School in Huber Heights, OH, developed new courses for the high school curriculum in English literature and composition for all achievement levels, public speaking, debate and drama. 8 years

Supervision

• At The Write Perspective, as Project Leader, managed a staff of three other writers, edited their work and scheduled their assignments for development of IBM computer user documentation.

Sales and Customer Service

• For MaryGen, Ltd., at the 2nd Street Market in Dayton, OH, as a retail sales associate, sold vintage goods to customers, provided customer service, arranged displays, managed and priced inventory, and used math skills in the sale of merchandise. 2 years

• At the NCR, Corp., sold textbooks to students at the Sugarcamp Training Center, handled all monies, and managed inventory. 1 year

Office / Administrative Assistant

• At the NCR, Corp., performed administrative duties for the manager of the UNIX Education Products group. These included:

Scheduling classes for presentation at customer sites and at NCR facilities. 2 years

Managing the database of course materials, and the production and dissemination of course materials to instructors at customer sites.

Writing and editing letters and other communications. 2 years

• At Wright State University, as Assistant to the Dean of the School of Nursing, performed a variety of tasks. These included:

Writing grant proposals, newsletters, and instructional materials.

Organizing and managing the department professional library.

Setting up meeting venues and taking meeting minutes.

Presentation / Performance

• As an actress, performed in professional theatrical productions in venues in and around Dayton OH, including LaComedia Dinner Theatre in Springboro, OH. Also performed professionally at The Showboat Majestic in Cincinnati, OH, and Cornwell’s Dinner Theater in Marshall, MI. Also performed in the national tour of Church Basement Ladies for Troupe America, Inc., Minneapolis, MN. 11 years

• As an experienced public speaker:

Through Toastmasters International, earned the title of Competent Toastmaster.

Won 2nd Place in Toastmaster District 40 Humorous Speech Competition -1995.

Won 3rd Place in Toastmaster District 40 International Speech Competition -1995.

• At Kettering Children’s Theatre, as Assistant Director and Stage Manager for children's productions, assisted the director in all aspects of the preparation of the staged productions and stage-managed all aspects of the actual performances. 1 year

VOLUNTEER POSITIONS

• Girl Scout Troop Leader: 3 years for Brownie Troop 631, Southdale Elem. 3 years

• Parent Volunteer: Southdale Elem., VanBuren MS, and Fairmont HS - Kettering Ohio. 15 years

EDUCATION

• M. Ed. - Media and Library Science - Wright State University

• M. Ed. - English - Wright State University

• B.F.A. - Theater Education - Ohio University

Minors: Speech, English

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