Customer Service Quality Assurance
Resume:
Carol J.
Moya
512-***-**** (Skype)
***********@*****.***
www.linkedin.com/pub/carol-j-moya/3/381/52b
PROFILE
An accomplished Client Relations and Project Management Specialist with expertise in customer service, project
management, administration, and organization. Excels in building long-term relationships with internal and external clients and
developing business systems and procedures. Effective communicator who works well individually and on a team. Major
strengths include focus, organizational skills, and excelling in a detail-oriented, deadline-driven work environment.
Key Competencies
• • •
Administration Account Management Documentation
• • •
Organization Training Presentations
• • •
Customer Service Scheduling Communication
• • •
Project Management Mediation Coaching
Technical Skills
MS Office, SalesForce, online survey software, ConstantContact and related client contact software, workflow management
software, Computer-Assisted Translation (CAT) tools, and various proprietary software.
PROFESSIONAL EXPERIENCE
Owner/Contractor Logic Brain, Austin Texas 2003-
present
• Contracting with small businesses to provide customer service, office and administrative assistance, sales support,
project management, documentation and training, and technical assistance
Project Manager Phoenix Translations, Elgin Texas 2012-
present
• Managed projects involving team members all over the world
• Estimated projects and managed costs to stay within margins
• Communicated requirements and expectations to project stakeholders and resolved questions and issues
• Led project kickoff and “lessons learned” meetings
• Created guidelines, work instructions, and templates
• Recruited, tested, and coached resources
Major Accomplishments
• Managed large, projects into multiple languages while staying under budget and delivering on time
• Created guidelines, instructions, templates, and other project-related documentation
Customer Services Manager McElroy Translation, Austin Texas 2005-2012
• Single point-of-contact for all customer support phone, email, website, and client portal
• Account management of longtime, key accounts including quarterly business reviews, needs assessments, client training,
reporting, status updates, following up after orders are delivered
• Monitored all customer feedback, including annual and email surveys, to identify areas for improvement
• Created and implemented action plans to increase customer satisfaction and reduce errors
• Investigated, tracked, and resolved client issues often requiring the implementing operational adjustments
• Developed and implemented processes including training and documentation for clients and in-house staff
• Supported the sales team, including training new team members, preparing quotes and RFPs
Carol J. Moya
1
Carol J.
Moya
512-***-**** (Skype)
***********@*****.***
www.linkedin.com/pub/carol-j-moya/3/381/52b
• Created training and documentation (manuals, work instructions, templates) and conducted company-wide training
• Core member of team that customized and implemented new workflow management software
Carol J. Moya
2
Carol J.
Moya
512-***-**** (Skype)
***********@*****.***
www.linkedin.com/pub/carol-j-moya/3/381/52b
Customer Services Manager, continued
Major Accomplishments
• “Customer service” consistently received the highest scores in annual surveys when clients were asked what they liked
best about doing business with McElroy Translation
• Increased customer satisfaction and reduced rework with the development and implementation of new process,
guidelines, and in-house and client training
Software Quality Assurance Manager AT&T Wireless, Austin Texas 2001-2003
• Implemented change management and quality assurance plans for multiple project teams
• Provided quality assurance training and coaching for multiple project teams
• Ensured successful project launches by functioning as single-point-of-contact on cross-functional teams
Documentation Manager AT&T Wireless, Austin Texas 2000-2001
• Managed team of technical writers on documentation projects such as manuals and online documentation, wrote and
edited documentation
Customer Service and Sales Martin Brothers Fresh Dressings, Austin Texas 1999-2000
• Customer service, sales, office management, shipping, and administration
Communication Specialist Texas Workers’ Compensation Fund, Austin Texas 1994-1999
• Wrote and edited documentation, managed documentation projects including task analysis, writing, usability testing and
managing the review cycle
EDUCATION
Bachelor of Arts, History University of Texas at Austin
Technical Writing, Austin Community College
ADDITIONAL
Publications
Wrote and published two editions of A Guide to Austin Private Schools
Wrote book reviews for Society for Technical Communication’s quarterly journal Technical Communication
Awards and Affiliations
Recipient of numerous “McElroy Diamond Employee” and “McElroy Bad A**” awards
Recipient of the Motorola “Quality Champion” and “Manufacturing Excellence” awards
Society for Technical Communication, Austin Chapter President
Volunteer Work
Matthews Lane Neighborhood Association, President
Alliance Francaise of Austin
International Hostels
Minis and Friends
SARA Animal Sanctuary
Public Domain Theater
Carol J. Moya
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