Customer Service Quality Assurance

Education

Texas A&M University, Educational Administration and Human Resource Development,

Higher Education, graduate coursework and research

University of Miami, Educational and Psychological Studies, Higher Education

Leadership

M.S.Ed. August 1995

University of Miami, Business Management and Organization

B.B.A. December 1993

Experience

As You Wish photography, 4/03-present

owner/photographer

Manage business functions including marketing, website maintenance, social media

management, scheduling and organization, sales, customer service, and hiring

employees.

Member, Professional Photographers of America, Nuptial Essentials Association of

Wedding Professionals

Freelance, 12/07-05/09

Contract for Hire

Technical writing, editing, Search Engine Optimization, social media for

business, office and project management, and other various projects. Edited and

formatted instructional materials and guides. Developed style guides to ensure

consistent formatting; enhanced readability and learning. For websites,

established keyword, title, and meta tags; used descriptive and relevant copy to

improve Google search rankings. Established and maintained social media accounts

(facebook, Twitter, Etsy, Tumbler, etc.) to promote business and non-profits in

Web 2.0. Designed and delivered all marketing products including broadcast media

messages. Coordinated re-development of websites using content management

systems. Led clients through website development processes: graphic design, site

development, quality assurance, content development, and website launch.

Texas Engineering Extension Service, Public Safety & Security, 4/05-12/07

Technical Writer

Duties include team-based development of Participant Manuals, Instructor Guides,

Train-the-Trainer Manuals, and Reference Manuals for a wide variety of public

safety topics including Advanced Law Enforcement Rapid Response Training

(ALERRT), Drug Impairment and Behavior Recognition for Educational Professionals

(DIBREP), Threat and Risk Assessment, and Arrest Search & Seizure. Team partners

include an Instructional Design Specialist and a Subject Matter Expert. In

addition, collaboration with several instructors is necessary during the

development or redevelopment phases for a course and its materials. Manuals also

include graphics, photography, formulae, tables, figures, and activities. Other

duties include developing marketing materials for classes and the Public Safety &

Security division, assisting with technical issues and troubleshooting, and

recommending technology purchases.

Member, Communications Sub-Committee and TEEX Website Sub-Committee

Texas A&M University, Physical Texas A&M University, Libraries, Training &

Plant, Communications Section, Development Services (TDS), 7/01-4/05

2/02-4/05 Training Specialist

Communications Specialist Duties include development and instruction of

Duties include autonomous computer courses, including general computer use,

development of internal and common software packages, and Voyager, a software

external newsletters. Shop package specific to library functions for TAMU

Talk is designed to be for and Libraries faculty, staff, and students. Individual

about the employees of the instruction is also performed on an as-requested

Physical Plant. Customer basis. Some training courses are designed to reach

Connection is designed to be a a wide and varied audience of all skill levels.

"report card" of the Physical Other courses target a specific, and sometimes

Plant and is distributed to quite technical, task or population.

on-campus customers. Both Duties also include design, development,

publications require implementation, and presentation of non-technical

brainstorming and collecting courses, such as presentation skills, optimizing

of ideas, interviewing presentations for conferences, and email

employees, writing stories, etiquette.

editing copy, designing In both aspects of training, TDS strives to use

layout, photographing several teaching styles in order to accommodate

subjects, proofreading drafts, all learning styles.

and coordinating the Additional duties include troubleshooting

publications with the printing technical problems for TAMU Libraries faculty and

service provider. staff, contributing three articles annually to the

Another component is the TDS newsletter, Train of Thought, responding to

coordination of photography. specific questions regarding needs for software

In addition to taking pictures use, and development of training and informational

for the departmental publications for the TDS unit.

publications, managing Member, Diversity Programming Oversight Committee

photography projects is an As an active member in TAMU Libraries' diversity

important element: The activities, I was appointed to the Diversity

hallways of the department are Programming Oversight Committee. Members not only

decorated with 20x30" approve TAMU Libraries sponsored diversity events,

portraits of Physical Plant but also research programs and make suggestions

employees at work. for upcoming events. Founded in 2003, this

Additionally, photography committee has also developed diversity programming

displays are created for award and education Guidelines for the TAMU Libraries,

programs, receptions, established expectations and norms, and hosted and

presentations, and proposals. co-programmed several major diversity lectures and

Finally, pictures taken at workshops both in the Libraries and elsewhere on

receptions and award campus.

ceremonies are kept for Member, Library Staff Association

historical purposes. As an active member of this organization, I have

Photographs are frequently helped raise funds for TAMU Libraries events as

"employees in action" and well as assisted with the development of

require exceptional personal camaraderie among the large staff.

communications skills in

combination with photography

talent.

Administrative tasks include

writing proposals, managing

workflow, and software

troubleshooting.

more at http://LoriLuza.com

Publications and Presentations

Designed and coded several non-profit and community websites: The Celebration

of Life Luncheon hosted by the Austin Area Alumane of Zeta Tau Alpha, Brazos

Valley Professional Photographers' Association, Brazos Valley QueSt, Brazos

Independent Business Alliance.

Authored all marketing messages for the non-profit Brazos Valley QueSt

Created display advertising, invitation folios, flyers, bookmarks, and

publicity materials for Friends of the Bryan+College Station Library System

Board

Selected--via audition--to perform in a Master Class with James Galway

more at http://LoriLuza.com

Honors and Awards

John J. Koldus Award nominee, Texas A&M Employee of the Quarter, Business and

University Finance Division, University of Miami

Golden Hammer Award presented by Habitat

for Humanity, Texas A&M University Citizen of Bluebonnet (Texas) Girls'

State

more at http://LoriLuza.com

Special Skills and Certifications

Extensive Computer Skills Completion of the Certificate Program

Completion of the Texas A&M University in Leadership Development, University

College Teaching Certificate of Miami

more at http://LoriLuza.com

Computer Skills

Microsoft products: Windows, Explorer, Adobe products: Acrobat, DreamWeaver,

Word, Excel, PowerPoint, Publisher, Visio, FrameMaker, InDesign, Illustrator,

PageMaker, Photoshop

more at http://LoriLuza.com

Activities and Volunteer Service

Austin, Texas

As You Wish photography, Founder and Owner

Nuptial Essentials Association of Wedding Professionals, committee member

University of Miami Alumni Association, Austin Chapter, Professional/Social

Networking chair, board member

Texas Professional Photographers' Association

Austin Professional Photographers' Association

Austin Area Alumnae of Zeta Tau Alpha, Historian

more at http://LoriLuza.com

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