Customer Service Ms Office

Margo Morris, MLIS

**** ********** ****** **, ***********, NM 87108

919-***-**** ********@*******.***

PROFESSIONAL SUMMARY

. Demonstrated capabilities in library disciplines, budgeting and

accounting, MS Office Suite, and managing electronic libraries

. Ability to explain concepts and measure outcomes gathered through

experience as corporate trainer

WORK EXPERIENCE

Duke University Libraries, Durham, NC

2003 - 06/30/10

Instructional Evaluator

. Tracked and identified trends in faculty use of Web 2.0 technologies

in teaching

. Maintained digital library of evaluative reports

. Developed and enhanced web site content

. Prepared on-line modules about the use of technology tools for faculty

and researchers

. Selected methods of assessment (i.e. on-line surveys, in-person

assessment interviews, focus groups) to gather primary data

. Documented, summarized, interpreted, analyzed and reported primary

data

. Conducted literature reviews to gather secondary data about

educational assessment

MCI Telecommunications, Cary, NC 1996 -

2002

Instructor/Developer

. Developed courses (promotional and program materials, curricula, and

print and online learning tools) in communication skills, stress

management and presentation skills; conducted courses comprised of

call-center representatives

. Trained and certified other trainers to teach the classes I developed

using online sharing tools

. Wrote course materials, developed group exercises and designed

multiple-media delivery methods

. Taught MCI's mandatory customer service course to several hundred call-

center representatives

. Won Trainer of the Year award in 2000

EDUCATION

. M.L.I.S., Library & Information Science, University of North Carolina

at Greensboro

. B.A., Psychology, University of New Mexico

TECHNICAL SKILLS

. MS Office Suite, Dreamweaver, Camtasia, Crystal Reports, Web 2.0,

HTML/XML, Refworks

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