Customer Service Training

Ms. Norma K. Wroble

**** ***** ***** ***** ( Plainsboro, New Jersey 08536 ( Phone: 908-***-****

( *****.******@*****.***

Technical Writer / Documentation Specialist / Editor - Proofreader

Over six years of experience creating and developing technical

documentation including procedural and process manuals, user guides and

training documentation; excel at working with subject matter experts,

possess strong interviewing skills; skilled in planning, organizing,

analyzing and defining business practices and procedures; assisted in

process-mapping initiatives and designing processes and workflows; proven

skills in writing, proofreading and editing, take charge attitude and a

positive outlook always. Willing to travel.

Education

Northeastern university

BOSTON, MA COMPLETED IN DEC

2011

MASTER OF SCIENCE IN TECHNICAL COMMUNICATION AND BIOMEDICAL WRITING

walden university

BOSTON, MA 2009 -2010

SEVERAL GRADUATE COURSES IN INSTRUCTIONAL DESIGN AND TECHNOLOGY

thomas edison state college

TRENTON, NJ COMPLETED IN DEC

2007

BACHELOR OF SCIENCE IN PSYCHOLOGY AND EDUCATION

Highlights of Technical Writing Courses:

. Technical Writing (Intro and Advanced): Organizing and creating technical

. content including, technical documents and reports, technical

specifications, proposals, manuals, user guides and doc plans.

. Research in Communications: Professional research approaches in

biomedical and scientific communication, process of publishing original

research, critiquing scholarly publications and their research design.

. Editing Technical Content: Mastering technical editing principles

including various levels of editing, assessment of content, developmental

editing, sentence structure, consistency, word choice, copy editing, uses

of style guide and editing online content.

. Regulatory Documentation: An thorough overview of the regulations and

requirements for federal agencies involving new drug processes and

various compliance procedures

Professional Experience

Rhodia Inc, Cranbury, New jersey 2008 to Present

Training Assistant / Customer Service Representative

Training Assistant

Assist lead trainers with new training modules; reviewed training manual

content editing and proofreading; introduced new process scripts; aided in

process script sessions; demonstrated new product-specific procedures;

proofread and edited various user guides and training manuals; trained

customer service representatives in system processes and procedures;

compiled various training (newsletters, manuals, tips and tricks) and

coordinated team training sessions.

Key accomplishments:

. Served with a team of trainers; provided updated training documents;

conducted customer service training on new processes and procedures as

well as system changes and updates.

. Worked collaboratively on the departmental, quarterly newsletter;

requiring substantial research and structuring, incorporated various

graphics and design tactics; interviewed employees, described and

explained procedures and new product information.

Bristol myers Squibb, Plainsboro, New Jersey 2002 to 2007

Trainer/ Documentation Specialist / Export Services

Trainer/Documentation Specialist

Managed all project documentation, designed and conducted numerous staff

development programs using a wide variety of teaching aids, motivational

techniques and implementation strategies; planned, directed and supervised

major customer service activities for various international customers and

affiliates; supervised major day-to-day activities such as order entry and

processing, meetings and trainings.

Key Projects / Accomplishments:

. Assisted in the restructure and placement of a portion of the business;

served as project lead for training on process and procedures, training

guides and product documents.

. Led Month-end closing process, ensuring all open company affiliate orders

were shipped and closed by deadline; handled month-end procedural

updates, maintenance and training.

Bristol myers squibb, Plainsboro, New Jersey 1999 to 2002

Team Leader/ Trainer

Planned, managed and provided leadership in hiring, training and

documentation creations such as product information sheets, training

documentation, metrics formulation, claims and damage control detail;

worked in collaboration with management team to develop cross-function,

high performance team players.

Key Projects / Accomplishments:

. Played key leadership role that contributed to the development of a well-

trained customer service team, significant claims reductions and cost

savings through various innovative changes to the processes.

. Turned around an under-performing customer service department; led a team

of 6 employees in the development of policy and procedures for quicker

turnaround time on customer complaint and non- conformance issues;

successfully implemented training modules and procedural manuals:

Redeveloped the current forms and documents for efficiency.

Technology Summary

Applications: Microsoft Visio, Word, Excel, PowerPoint

Databases: SAP, AS400

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