Customer Service Manager

Nathaniel E. Moore, Jr.

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**** ****** **** . ***** *****, Missouri 63136 . 314-***-****.

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

Objective

To gain further experience and enhance my skills while contributing to

helping meet your company's projections and overall goals.

Qualifications and Skills

Instructional Design: Experience in using the "ADDIE" methodology to

develop, design, and implement instructional materials and training.

Technical Writing: Experience in gathering information from SMEs (Subject

Matter Experts), and explaining the technology or related ideas to

technical and non-technical audiences.

Information Technology Helpdesk and Support: Experience in providing

Microsoft Office desktop support to internal and external customers.

Proven ability to effectively resolve computer issues.

Software Testing: Experience in conducting software testing to detect bugs

or defects in software by contrasting software expected results with its

actual results for a given set of inputs.

Retail Management and Customer Service: Experience in managing

subordinates and delegating duties as needed. Proven ability to control

inventory, and maintain compliances along with policies and procedures.

Hardware: IBM compatible PCs, Ethernet, Cisco Routers, Video and Sound

Cards, CD-ROM Drives, HP Printers

Software: Microsoft Word, PowerPoint, Excel, FrontPage, Internet Explorer,

Outlook, Publisher, Project; Lotus WordPro, Freelance, Final Draft

Operating Systems: Windows Vista, XP, 2000, NT, 98, 95, Lotus Notes, DOS,

TCP/IP

Work Experience

CLIENT SERVICES INC, Saint Charles, Missouri

Collector, 11/2009-Present

. Notifies or locates business customers with delinquent accounts and

attempt to secure payment.

. Confers with customer by telephone in attempt to determine reason for

overdue payment, reviewing terms of sales, service, or credit contract

with customer.

. Records information about financial status of customer and status of

collection efforts.

. Suggests forward of account to client's attorney based on information

obtained from customer.

WAL-MART, Saint Peters, Missouri

Department Manager/Supervisor, 09/2008-11/2009

. Communicated with home office on proper weekly setup of grocery

department signing and floor arrangement.

. Communicated with vendors on new contracts or products and merchandise

displays throughout the department.

. Delegated duties to associates in regards to receiving, storing, and

stocking sales floor merchandise.

THE N.E. MOORE GROUP INC., Greater Saint Louis, Missouri and Dallas, Texas

Senior Instructional Designer, 01/1996-03/1999, 09/2004-09/2008

. Interviewed Subject Matter Expert (SME), studied training audience to

access their technical level and level of need, and then conducted

necessary research to produce accurate, comprehensive documents.

. Designed, maintained, and updated technical documentation- including

software manuals, user guides, design specifications, system manuals, and

documents.

. Gathered information, analyzed subject and audience, and produced clear

documentation in many forms: printed, web-based or electronic

documentation, and training materials.

. Developed standard operating and maintenance procedures for a new Medical

Waste Incineration System. Participated in creation of a Medical Waste

Facility Manager and Operator training and certification program meeting

the requirements of the US EPA and ISO 14000.

. Conducted training needs analysis and developed business and training

plan.

. Administered basic math skills training and implemented standard

operating procedures for sales, cost estimating, quality control, and

customer service.

AT&T formerly SOUTHWESTERN BELL CORPORATION, Saint Louis, Missouri

QA Tester, 05/2000-09/2004

. Developed detailed test cases and executed these test cases for stability

and usability (black box) testing.

. Documented test results and communicated these results to programmers and

upper management.

. Suggested methods based on test results to improve software and prevent

errors.

WACHOVIA SECURITIES formerly A.G. EDWARDS, INC., Saint Louis, Missouri

QA Tester (Contractor), 02/2000-05/2000

. Developed detailed test cases and executed these test cases for load and

performance (black box) testing.

. Documented test results and communicated these results to upper

management.

. Verified that software met the business and technical requirements so

that it works as expected and can be implemented.

MASTERCARD INTERNATIONAL., Saint Louis, Missouri

QA Tester (Contractor), 10/1999-01/2000

. Developed detailed test cases and executed these test cases for security

and usability (acceptance) testing while ensuring software was Y2K

compliant.

. Documented test results and communicated these results to programmers and

upper management.

IN BEV formerly ANHEUSER-BUSCH INC., Saint Louis, Missouri

Analyst (Contractor), 03/1999-09/1999

. Worked as a liaison between AB and its wholesalers and resellers to

elicit, analyze, communicate and validate requirements for changes to

business processes, policies and information systems.

. Understood business problems and opportunities in the context of the

requirements and recommended solutions that enable the both parties to

achieve its goals.

Education and Training

NEW HORIZONS LEARNING CENTER, Saint Louis, Missouri

A+ Certified Technician Certification, 1999

Microsoft Applications End-User Certification (MOUS), 1999

Lotus Applications End-User Certification, 1999

WASHINGTON UNIVERSITY IN SAINT LOUIS, Saint Louis, Missouri

Information Systems Training, 1998

UNIVERSITY OF TEXAS AT AUSTIN, Austin, Texas

Business Management Certification, 1997

DARRYL SINK INSTITUTE, Monterey, California

Instructional Design Certification, 1996

SAINT LOUIS COMMUNITY COLLEGE, Saint Louis, Missouri

Associate in Applied Science-Communication Arts, 1995

Military Experience

UNITED STATES NAVY, 04/1994-04/2002

Active Reserve, Inactive Readiness Reserve (IRR)

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