Customer Service Quality Assurance

Kathleen Rivenbark

*** ****** ******, ***. * . Long Beach, CA 90802 . 562-***-**** .

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

Qualifications Summary

Experienced Technical Writer/Desktop Publishing Specialist with

demonstrated expertise with wireless software requirements, writing SOPs

per ISO 9000 guidelines, transcribing, managing medical/legal/technical

writing, word processing, editing, and graphic design in fast-paced,

corporate/manufacturing settings. Excels at formatting device testing and

clinical data for FDA submission, creating reports, flow charts, wireless

system mapping, standard operating procedures, newsletters, booklets,

brochures, posters, and statistical charts. Edits and formats all

documents to improve consistency / readability without distorting

meaning; designs innovative, eye-catching graphics. Offers a solid

background in legal writing, office management, and web page maintenance.

Solid executive administrative experience arranging travel, meetings,

calendars, phones, correspondence, and project management.

Technical Skills

Software: MS Word, PowerPoint, Excel, Adobe Acrobat Pro, Publisher,

Outlook, Access, Lotus Notes, WordPerfect, Quattro Pro,

Presentation

Graphics: Photoshop, Indesign, Illustrator, Visio, Dreamweaver, Fireworks,

PageMaker, Quark, CorelDRAW

Professional Experience

Various Temporary Agencies in Orange County, California 2007-2009

Technical/Medical/Legal Documentation Specialist

. 5/25-6/17/09: Technical writer at Panasonic Avionics to format and

edit wireless engineering requirements for airline passenger

communication, entertainment and shopping modalities.

. 6/24/08-9/8/08: Technical writer/word processor at Geosyntec, an

environmental engineering firm specializing in landfill cleanup;

produced technical documents in Word, Excel, Powerpoint.

. 12/07-6/23/08: Long-term contract at Therox preparing 25-volume FDA

document to introduce cardiac reperfusion device to U.S. market.

Provided technical writing support for medical research, and clinical

and engineering documentation (research, writing, editing, word

processing, data entry, archiving) (part-time).

. Legal and technical word processing/transcription, including creation

and proofreading of legal/engineering/environmental/geotechnical

documents in Word and Excel.

Camp, Dresser, & McKee, Denver, CO 6-10/2006

Documentation Specialist

. Created technical reports and proposals for an environmental

engineering firm. Formatted documents according to company standards

and included graphics.

. Managed technical editing, graphic design, and proofreading of

documents.

. Researched environmental topics to keep abreast of new developments;

improved the editorial clarity of company documents without distorting

meaning.

. Revamped spreadsheets to optimize display of information. Performed

various administrative functions, including binding / collating

reports and compiling data into tables.

BellSouth (MSI, Inc.), Atlanta, GA 8/2004 - 11/2005

Communication Manager & Desktop Publisher

. Created metrics system to track performance of wireless software

platforms for BellSouth. Allowed senior management to identify and

prevent outages, saving time / money and improving customer service.

Created SOP for data retrieval and graph generation.

Kathleen Rivenbark Page Two

Professional Experience (Continued)

. Wrote monthly newsletter and designed promotional material for new

wireless software releases.

. Created Visio charts of wireless IT systems and platforms

. Managed compliance training for 500 employees; increased training

completion rates.

. Processed new employee information and conducted orientation. Arranged

travel. Scheduled interviews. Managed executives' calendars.

Maintained intranet system.

. Produced "success memos" outlining the benefits of wireless software

releases; allowed the engineers significant time savings. Created a

graphic poster to publicize each team.

Canon USA, Norcross, GA 7/2003 - 5/2004

Sales Support Specialist

. Developed a system that allowed dealers to track orders and cash

incentives; greatly improved the efficiency of communications between

dealers and the company.

. Ensured outstanding customer service; resolved system issues and

complaints.

. Processed orders and shipping; managed a complex inventory / order

tracking database.

. Wrote standard operating procedures for database use to facilitate

training.

. Managed special promotions, such as a bonus point system for dealers.

. Produced Excel graphs and charts to analyze sales data and track

performance.

Stokes & Murphy, Attorneys at Law, Atlanta, GA 5/1996 -

2/2003

Creative Law Director

. Designed and wrote new client newsletter; managed editing and

incorporated graphics.

. Created company advertisements and educational booklets / brochures on

employment law.

. Printed / assembled informational packets for public relations,

conventions, and seminars.

. Managed special projects for clients; organized meetings and

coordinated document releases, and conducted research.

. Prepared statistical charts and graphs, and took meeting minutes.

. Arranged travel.

The Coca-Cola Company, Atlanta, GA 2/1990 - 4/1996

Senior Legal Secretary, Quality Assurance & Trademark Departments

. Served as administrative leader for the ISO 9000 documentation manual,

which was distributed to Coca-Cola laboratories worldwide.

. Created standard operating procedures; managed editing and formatting.

. Arranged travel. Scheduled interviews. Managed executives' calendars.

Education

Southern Polytechnic State University, Marietta, GA 2004-2005

16 credit hours toward an M.S. in Technical Communications

GPA: 4.0/4.0

Georgia State University Law School, Atlanta, GA 2003

Coursework in Contract Law, Property Law and Legal Writing

Georgia State University, Atlanta, GA 1994

B.A. in English with Distinction

Summa cum laude; GPA: 3.95/4.0

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