Customer Service Training

Tom Cook

San Francisco, CA 415-***-**** *********@***.***

SUMMARY OF QUALIFICATIONS

Experienced in performing the following activities: (1) Collaborating with

subject matter experts, technical individuals, and managers in order to

produce high-quality manuals, guides, and training material; (2) Developing

standards for documentation; (3) Reviewing the readability and accuracy of

documentation written by others for quality and consistency; (4) Applying

version control to ensure that the documentation is always up-to-date and

complete; (5) Providing effective on-line documentation to help users and

business analysts accomplish their goals; and (6) Preparing on-boarding and

training material, and coordinating training sessions. Have experience in

writing for technical and non-technical individuals. Possess advanced

knowledge of general IT technology, Microsoft Office, and Visio. Have good

organizational skills and passion for problem solving.

RELEVANT EXPERIENCE

Informatix, Inc., San Francisco, 2/2001 - 8/2008

CA

Analyst

Filled and expanded 3 important roles for a company that provided data

processing services for 55 counties: (1) Originated documentation; (2)

Created on-boarding material for new employees; and (3) Coordinated the

production of ad hoc reports.

(1) Originated procedural and technical documentation:

. Collaborated with subject matter experts, technical individuals, and

managers to create meaningful, informative documentation that included

processes, step-by-step procedures, flowcharts, and problem logs.

. Developed documentation standards and developed procedures for

applying version control.

. Re-formatted and edited documentation written by others, and ensured

that it was consistent with existing standards.

. Provided on-line content for a new "ad hoc reports" web site by

writing descriptions for over 2,000 reports.

. Coordinated efforts to collect and organize reports and related

documentation for internal and government audits.

(2) Provided on-boarding guides and tutorials:

. Created an innovative, informative, and engaging orientation (on-

boarding) program, so that new employees could become productive

quickly.

. Developed "Day One" activities to make individuals productive quickly.

. Produced a series of helpful documents in the "Day Two and Beyond:

What do I do now?" series.

(3) Coordinated and ensured accurate completion of ad hoc reports:

. Always exceeded weekly goals in coordinating, scheduling,

prioritizing, and tracking requests for a wide variety of ad hoc

reports as part of a large government contract.

. Researched and wrote business and technical requirements and supplied

the background information that report writing teams needed to

complete the reports.

. Communicated with cross-functional teams to ensure the accurate and

timely completion of the reports.

. Continually monitored, reviewed, and improved the ad hoc reporting

process, and documented related improvements.

. Coordinated the deployment of a new "ad hoc reports" web site.

ADDITIONAL EXPERIENCE

S.F. Suicide Prevention, San 3/2009 - present

Francisco, CA

Volunteer / Consultant

Filled various temporary roles, completed documentation projects, and (in

11/2009) was invited to become a paid consultant, to interface with

managers, technical professionals, and outside vendors in the ongoing

project of creating a revision to the agency's web site.

(1) Provide support and documentation for the web site revision:

. Create and maintain accurate and up-to-date documentation recording

all communication between the agency and the vendor, research and

provide answers to questions, and critique deliverables.

. Collaborate with managers and technical individuals regarding vendor

recommendations, the potential content and design of the site, and the

progress of related activities.

. Coordinate meetings: invite participants, take detailed minutes and

distribute them, document the decisions made, organize the discussions

into action plans, and follow up on action items.

. Maintain an active role in creating the content of the site.

(2) Completed documentation and administrative projects as a volunteer:

. Collaborated in documenting activities and procedures by designing,

organizing, and creating a series of manuals.

. Performed extensive research, and prepared a compelling PowerPoint

presentation that became part of an important speech at a regional

convention.

. Completed routine fund-raising mailings and other tasks, and always

exceeded expectations for accuracy and for meeting deadlines.

Computer Learning Center, San Francisco, 2/1985 - 1/2001

CA

Instructor

Designed, developed, and assessed courses for the nationwide CLC school

chain of 25 schools to provide career-oriented training to adults. Taught

the widest possible variety of technical (programming) and non-technical

courses.

. Planned and wrote course presentations, tutorials, instructor guides,

and practice labs.

. Prepared orientation material for new instructors.

. Consistently achieved a 100% student satisfaction rating.

. Belonged to the Achievers' Club, a group consisting of the top 5% of

instructors nationwide.

. Won awards every year for outstanding customer service.

EDUCATION AND TRAINING

. Hastings College, Hastings, NE: B.A. (French, magna cum laude)

Colorado State University, Fort Collins, CO: M.A. (Spanish literature)

Computer Learning Center, San Francisco, CA: Certificate (Programming)

Heald College, San Francisco, CA: Certificate (Networking)

HIGHLIGHTS OF TECHNICAL EXPERTISE

. Fully proficient in Microsoft Office - expert in Word (including 2007)

. Extensive PowerPoint skills; Outlook; Visio

. Experience in testing new web sites and providing web content; HTML

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