Customer Service Quality Assurance

Summary

I am passionate for content strategy, social media, information architecture, graphic design, technical writing, and content

curation.

Selected Achievements

• Completed graduate degree with a focus in digital media and content strategies.

• Tutored three special needs boys, and improved their math and reading levels one to two grades in four months.

• Provided photography and copywriting services to an independent artist turning a weekend hobby into $10,000

additional annual income.

• Participated in the design and implementation for a web interface for a multi-million dollar supply chain software

application.

• Recognized by Starbucks top executives for outstanding customer service scores. I led my team to produce

scores more than 20% higher than the national average.

Special Skills

I have many years of adapting to changing technologies and visual design experience.

Multimedia / Publishing: Camtasia, Audacity, Photoshop, Illustrator, Indesign, and Acrobat Pro, Corel Draw, Corel

PaintShop.

Microsoft: Word, Excel, Access, PowerPoint, Visual Studio, Outlook, Visio, Windows 2000 Server, Windows xp, Windows

Vista, Windows 8, DOS, and UNIX.

Web/development: JavaScript, HTML, XML, SQL, C++, Visual Basic, VBScript, CSS, ASP, and AJAX.

Other: Hootsuite certified, Optimal Workshop's Chalkmark, TreeJack, OptimalSort, and Google Analytics.

Style Guides: APA

Employment History

Food Service Assistant - Target, Roswell, GA (2008 - 2012)

• Managed Starbucks with a team of six. Responsible for inventory control, replenishment, merchandising,

maintained communications between Target and Starbucks executive management.

Tutor/Artist/Consultant - Self employed, Woodstock, GA (2003 - 2008)

• Provided tutorial services for special needs children, designed and developed a unique learning experience

for each child's needs and level.

• Produced and sold original blown glass work.

• Provided photography, copywriting, and marketing service to other glass artists.

Software Analyst/Developer - Manhattan Associates, Atlanta (1999 - 2003)

• Worked closely with business analysts and Quality Assurance to create a cutting edge web based supply

chain management application. Responsibilities included design and implementation of software with

accompanying ISO compliant documentation.

Application Developer - Syntellect Interactive Services, Roswell, GA (1998 - 1999)

• Created custom IVR interfaces for cable pay-per-view, catalog ordering, credit card payments, and interactive

consumer hotline. Responsibilities included elicitation of requirements, writing and testing code, and

supporting customers through signoff.

Education

Master of Science in Information Design and Communication. Southern Polytechnic State University – GPA 4.0.

Marietta, GA (2013).

Bachelor of Science in Computer Science. Kennesaw State University – GPA 3.5. Kennesaw, GA (1999).

Associations

Society for Technical Communicators (STC)

Hobbies/Interest

Computer Generated Design, Photography, Painting, Drawing, Glassblowing, Fiber Arts, Reading, Theater, Movies

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