Manager Customer Service

RAFAEL A. HENRIQUEZ, JR.

**** ******* ******, #***

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

Virginia Beach, VA 23462 757-***-****

Education

Full Sail University Winter

Park, FL

Master of Fine Art, Creative Writing; Valedictorian

2011

Tidewater Community College Virginia

Beach, VA

English/Creative Writing Courses 2009 - 2010

The College of William and Mary

Williamsburg, VA

Bachelor of Arts, Modern Languages and Literatures 2008

Skill Sets

. Employee and client management, customer and client service and

support

. Creative writing, proofing/editing, copywriting, scriptwriting

(credits upon request)

. Proficient on Mac & PC

. Microsoft Office, Microsoft Project, Microsoft Works - Word,

PowerPoint, Excel

. iWorks - Pages, Keynote, Numbers

. MLA, APA, CMOS, NLM

. Languages: Spanish, Italian - Proficient; French, Portuguese -

Conversant

. Knowledgeable in medical terminology, FDA guidelines, and HIPPA

trained and certified

Experience

Snow Companies (2008-present)

Williamsburg, VA

. Serve in a number of capacities within company departments:

o Global Patient-Ambassador Manager, managing up to 30 Patient-Ambassadors

o Senior Customer Service Manager, supervising 9 employees

o Traffic & Production Manager for creative department

o Company Creative Writer & multi-lingual Translator/Interpreter

. Provide operational support with an emphasis on productivity, evaluation,

and quality assurance in a detailed oriented and decisive manner

. Produce collateral and communications while implementing strategic

messaging for clients

. Interview, screen, and assess potential Patient-Ambassadors

. Establish and develop strong relationships with Patient-Ambassadors and

clients

. Coach Patient-Ambassadors with public speaking and presentation skills

. Facilitate clients in multi-lingual communications, training, and project

support

. Plan and coordinate summits, training events, advisory boards, and

seminars

. Champion segment research and patient outreach for direct-to-consumer

marketing efforts

. Demonstrate superior writing skills with meticulous attention to detail

. Conduct thorough project analysis and research development

InsidersPassport.com Freelance Writer (2010-2011)

Hampton Roads, VA

. Compose feature articles via research and candid/onsite interviews,

with a focus on community interest

. Multiple Selection for "Insider Article of the Day"

Skelly Films (2011-present) Virginia Beach, VA

. Press publicist, production assistant for feature film, "Unavailable"

. Head writer for Hampton Roads 48-Hour Film Project

United States Army Reserve (2001 -2005) Fort Story,

VA

. Decorated Operation Enduring/Iraqi Freedom Veteran; 2003 - 2004

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