Customer Service Representative

Monika Schrauder

Professional Writing and Technical Communication

*******@******.*****.*** Academic Experience - University of Massachusetts Amherst Master of Education in Bilingual/ESL/Multicultural Teacher Education, anticipated graduation Spring 2013 Social Justice Graduate Teaching Certificate Professional Writing and Technical Communication Letter of Specialization Graduate Certificate of Advanced Feminist Studies Master of Artis in German Language and Literature, 2010 Bachelor of Arts in German, 2006 General Language Interpreting Certificate specializing in German, 2006 Five College Certificate in International Relations, 2006 Publications The Kiss in the Dream. Master Thesis: 19th Century German drama translation. Published at Scholarworks @ UMassAmherst Relevant Professional Experience University of Massachsuetts, Amherst Academic Assistant/Learning Specialist, 2010-Present Matching student-specific disabilities and skills to specific learning requirements

with individualized learning, study, and organizational techniques Utilizing scaffolding, color-coding, and other meta-cognitive teaching strategies German Language Teaching Associate (TO), 2007-2009 Developing course examinations independently and cooperatively with other TOs Teaching Elementary German Level I: Fall semester 2007 and 2008 Teaching Elementary German Level II: Fall semester 2008 and 2009 Additional Professional Experience UMassFive College Federal Credit Union, Hadley, MA Customer Service Representative, 2006-Present Setting up and revising financial accounts, transfers and direct deposits on financial database Establishing a Customer Service Manual and revising Customer Service forms Contributing to webpage layout and use manual as Online Banking Committee member University of Massachsuetts, Amherst German Language Translator and Interpreter, 2000-Present Translating legal, medical, technical, and personal documents (MS Word and email) Computer Programmer/Scheduler, 1998-20069 Creating and revising program code for Student Systems nightly batch processing jobs Coordinating problem resolutions between IT-SS departments and customers Revising and publishing Customer Service manual, Programmer Scheduling guide and

Programmer On-Call handbook in MS Word and Excel Additional Training Certificates in Microsoft Office Applications, New Horizon s Computer Learning Center, East Windsor, CT, 1999-2002 Training in Communication, Interpersonal Skills and Time Management, University of Massachusetts, Training and Development, 1999-2002

© Copyright 2012 Monika Schrauder

© Copyright 2012 Monika Schrauder

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