Customer Service Project Manager

Martin "Chris" Rankin

**** ********** ***** 512-***-**** (h)

Pflugerville, TX 78660 512-***-**** (c)

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

TRAINer PROJECT MANAGER/CONTRIBUTOR Developer

Education specialist highly experienced in training and in development of

high-quality educational materials. Track record of helping students to

succeed and in contributing to the profitability of a large company.

. Created online training presentations

. Facilitated monthly planning and status meetings

. Presented quarterly status reports to a board of directors

. Incorporated work of outside vendors and in-house contributors into

projects

. Customer Service Training

. Process Training

. Software Training

. Curriculum and Lesson Development

. Lesson Presentation

. Needs Assessment

. Written Communication

. Oral Communication

. Process Development

. Editing

. Cross-Department Cooperation

. Scheduling

Professional Experience

HOUGHTON MIFFLIN HARCOURT PUBLISHERS, September 2008-February 2010

Austin, TX

Associate Product Manager

Managed a portfolio of products across multiple market segments

. Conducted customer service training

. Created customer service training materials

. Created online information and training presentations

. Created and edited sales presentations

. Determined marketing messaging

. Created marketing collateral

. Performed competitive analyses

. Wrote and implemented marketing plans

HOLT McDOUGAL (formerly Holt, Rinehart & Winston), Austin, TX 2000-2008

A national leader in middle school and high school textbook publishing

Editor/Project Lead

Oversaw and contributed to the development, revision, and editing of top-

selling middle school math textbooks.

. Conducted training in departmental procedures

. Conducted training in use of software tools

. Developed training module to improve department efficiency

. Contributed to revenues in excess of 120% of budget and to 30%-40%

market share among 4 major publishers by serving as the lead content

editor for a highly successful 8th grade math textbook

. Received a bonus for keeping a project on schedule when its scope more

than doubled, but extra help was not available

. Received a promotion for keeping a project on track through a change in

management

. Oversaw the customization of testing software for 4 different basal

textbooks

. Fulfilled educational standards of various states

. Created over 1000 pieces of technical art manuscript utilizing various

pieces of technology

. Developed basal lessons, hands-on activities, and assessments

. Revised materials submitted by outside vendors and in-house

contributors

. Edited text for content and readability

. Conceptualized topics to relate them to real-life experiences

. Selected illustrative art and photos to enhance lesson appeal

. Tracked and approved photos, illustrative, and technical art

WESTVIEW MIDDLE SCHOOL, Pflugerville, TX 1999-2000

Teacher

Taught 5 sections of 8th grade math to average- and below-average-level

students

. Helped 80%-90% of students pass the state-administered TAKS Math Test

through instruction, needs assessment, and individualized attention

. Maintained a safe and effective educational environment through strong

classroom management

. Adhered to school district mandates by developing lessons that aligned

with the district math curriculum

O. HENRY MIDDLE SCHOOL, Austin, TX 1998-1999

Teacher

Taught 1 section of Algebra and 4 sections of 7th grade math

. Helped 100% of students pass the state-administered Algebra End-of-

Course exam with scores of 85% or better through instruction, needs

assessment, and individualized attention

. Helped approximately 90% of students pass the state-administered TAKS

Math Test by successfully implementing a new 7th grade math curriculum

. Contributed to cross-curricular planning by working closely with a team

made up of teachers from multiple disciplines

EDUCATION AND CERTIFICATION

Post-Baccalaureate Certificate, Education, Concordia University, Austin, TX

BA, Government, The University of Texas, Austin, TX

State of Texas Teaching Certificate, 1-8 Self-Contained Classroom, 1-12

Math

SOFTWARE EXPERIENCE

Program Years Program Years

Adobe Acrobat 4 MS Outlook 5

Camtasia less than 1 MS PowerPoint 3

Studio

eRoom 3 MS Project 1

FileMaker Pro 7 MS Word 8

MS Excel 4 SAP 1

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