Customer Service Manager

Contact Info

Michael Goldsmith

**** ****** ** ***** *-mail: *************@*****.***

Apt # 2109

Austin, TX 78752 Phone: 423-***-****

Objective

Process-oriented college graduate seeks stimulating employment. Able to work well with people,

computers, teams. Focused, task-oriented, organized, intellectually curious.

Work Experience

Dates Employed Company

05/2011-current Lionbridge Technologies

Position: Internet Search Coordinator

In various client-designed modules, assess a landing page for its quality, its usefulness based on the intent

of a user query, or both. Work with comparing results in social media, Google maps, video and audio

landing pages, search pages, news sites, and others. Provide information to Moderators as to what the

dominant interpretation of a given query is, why this interpretation is dominant, and how the landing page

fits into this interpretation.

03/2011-07/2011 Pearson Education

Position: TAKS/TAKS-M Scorer

Analytics: read and score student written essay responses to the TAKS-M (Texas Standardized Test,

modified for special education students) following rubrics, test papers, and guided sets to provide

information to schools, teachers, and parents about which specific attributes of a response qualify it as a

score point 1 (failing) or non-scorable (insufficient, indecipherable, off-topic, etc.).

Hoilstics: read and score student written essay responses to the TAKS (Texas Standardized Test)

following rubrics, test papers, and guided sets to grade the responses between a score point 1 (failing) and

4 (highly effective).

10/2010-03/2011 Interactions Corporation; Austin, TX

Position: Intent Analyst

Listening to client utterances, parsing data to maximize convergence, time-dependent decision making,

knowledge of company software and clients, understanding and applying weekly updates on pertinent

information processing, problem solving, customer service, word processing, data entry

07/2007-05/2010 McKay Used Books and CDs; Chattanooga, TN

Position: CD side clerk/buyer/BOT director

Greeting customers (involves computerized numbering process to assign order of incoming items;

dispensing cash/trade value to customers for their items; answering questions), evaluating and pricing

incoming items (700-1200/day), customer service, store maintenance, creating and maintaining prices,

product shelving, problem solving, knowledge of company computer systems and policies regarding

pricing structures and guidelines of acceptable merchandise, inventory, typing, sorting, advising and

managing staff as to regulations on books on tape, working cash register

09/2006-05/2007 University of Puget Sound Dining and Conference Services; Tacoma, WA

Position: Concessions / Catering Lead

Customer service, food preparation, work at cash register, various maintenance oriented tasks

05/2005-07/2005 Prater's Incorporated; Chattanooga, TN

Position: Hardwood Flooring Associate

Hardwood flooring, screening, recoating, buffing, driving company vehicle, heavy lifting, inventory

Education

Dates Attended

08/2003-05/2007 University of Puget Sound

Bachelor's Degree (B.A. in International Political Economy w/ a minor

in Comparative Sociology)

Senior Thesis: "Consensus through Pseudo-Regime: Sustainable

Development and International Environmental Agreements"

GPA 3.28

Tacoma, WA

08/1997-05/2003 McCallie School

High School and Middle School

Chattanooga, TN

Affiliations/Honors

Dates Affiliated Organization Role

11/2006-05/2007 Alpha Kappa Delta Honors Society Member

03/2006-05/2007 Phi Eta Sigma Honors Society Member

12/2005-05/2007 Food Not Bombs Member

05/2003-05/2007 Presidential Scholarship Recipient

2007 Ending Chronic Homeless Initiative Accepted into AmeriCorps

VISTA program, but declined

for financial reasons

12/2003-05/2005 Social Justice Residence Program Member; Director of

Community Service 2004-2005

Fall 2003 Dean's List

Other Skills

-Routinely in top 5 and always in top 10 scoring performers out of 110 employees at Interactions

-Skilled at computer software; proficient at Microsoft Office Suite (Word, PowerPoint, Excel, etc.),

Adobe Photoshop, Adobe Audition, HTML editing software, Internet, e-mail

-Excellent communication skills; experienced in both analytical and creative writing; recently got perfect

6 on the analytical writing portion of the GRE

-General office skills; Experienced and comfortable in analytical writing, filing, copying, printing, 10-

key, data entry, data reading, editing and analysis; fax, phone, customer service, team building

- Spent 3 years in a fast paced, multi-tasking customer service environment

References

Reference Name: Celeste Whitmire

Reference Company: McKay Books

Reference Title: Mrs.

Phone: 423-***-****

Email: ***************@*****.***

Relationship: Manager/Supervisor

Reference Name: Kemmer Anderson

Reference Company: McCallie School

Reference Title: Mr.

Phone 423-***-****

Email ********@********.***

Relationship: High School Teacher, Friend, Faculty Advisor to Amnesty International

Reference Name: Carole Evans

Reference Company: McKay Books

Reference Title: Mrs.

Phone: 423-***-****

Email: ******@**********.***

Relationship: Manager/ Supervisor

Reference Name: Dave Moran

Reference Company: Interactions Corporation

Reference Title: Mr.

Phone: 317-***-****

Relationship: Manager/ Supervisor

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