Joyce K. Marcel: 248-***-**** /ac0wzp@r.postjobfree.com

Current Role: Process Writer and End User Trainer at FCA’s STAR Service Technical Assistance Resource Center

As Process/Content Writer for Concentrix/Fiat Chrysler Automobiles, I am responsible for process analysis, creation of new process documentation, and updating existing processes. My daily interactions include collaboration with operational resources and leadership, writing processes for agents to follow in order to ensure consistency; and reviewing our agent-customer management system. This review involves: identifying issues in existing processes and procedures to ensure clarity and consistency in all levels of business documentation; assisting in business change management through new process document creation and updates to existing documentation; and driving accuracy and consistency in our approach to documentation, aligning with quality business documentation standards.

As End User Trainer, my duties include participating in both Quality Assurance (QA) testing and User Acceptance Testing (UAT) of new applications while also developing related training materials and delivering live instruction to all STAR Center Agents, Master Consultants, Team Leads, Skill Area Leads, and Technical Advisors.

Skill Set:

Who I am: A linguist, writer, and educator, specializing in process documentation and educational content development

How I work: Creative, innovative, broad-minded approach to process analysis, educational methods, and research design; meticulous in the areas of proofreading and editing

General skills: Proficient in Microsoft Office, various Learning Management Systems (including Blackboard, Angel, and various internal platforms), and e-learning; excellent verbal and written communication; extensive experience in composing and editing graduate-level research materials (primarily arts and cognitive and behavioral sciences); strong critical thinking and analytical skills

Professional Activities:

6/16-present: Process Writer and End User Trainer for Concentrix/Fiat Chrysler Automobiles’ STAR Technical Support Operations Center

1/13-6/16: Self-employed Academic Coach and Editor for International Graduate Students at Language Services Unlimited

9/11-6/16: Adjunct Instructor of both Developmental English and ESL at Oakland Community College (Southfield, Royal Oak, and Auburn Hills campuses)

1/11-12/15: Adjunct Instructor of both English for Academic Purposes Instructor and ESL Instructor for Macomb Community College (South and Center campuses)

4/12-12/12: Adjunct Instructor of ESL at Wayne State University

5/09-5/11: Adjunct Instructor of both Composition and Developmental English at International Academy of Design and Technology

4/09-1/11: Part-time ESL Tutor for Corporate Clientele at IOR Global Services

1/06-2/10: Self-employed Proofreader for Non-native English Speakers at www.eslproofreader.com

10/02-12/05: Relocated to Barcelona, Spain for spouse’s foreign assignment (non-working visa)

4/96-10/02: Self-employed General Manager of Language Training & Translation at Language Services Unlimited

8/98-5/99: Graduate Assistant for the Department of Linguistics at Oakland University

4/96-2/97: Self-employed Writer, Researcher, and Developer for Educational Bilingual Magazine, Key-N, at E.N.E. Publications

10/91-8/98: ESL Tutor for Corporate Clientele and Their Families at: Vital International Programs in Troy; English Improvement Services in West Bloomfield; Pan American Languages and Services in Troy; and University of Detroit-Mercy in Detroit

Education:

1998-2003 1991-1994

M.A. in Linguistics, concentration in ESL B.A. in English, minor in French, concentration in Creative Writing

Oakland University, Rochester, MI (G.P.A. 3.87) Oakland University, Rochester, MI (G.P.A. 3.85)

Other Data:

Native English Speaker (Standard American English); Proficient in written and spoken Spanish; Intermediate French reading/writing skills; TESOL endorsement; Published in the Chicago Linguistics Society; Outstanding Adjunct Faculty Nominee (2014, Oakland Community College)

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