Customer Service Manager

Michelle Jackson

****.********.*******@*****.*** ● 724-***-**** ● North Versailles, PA

PROFESSIONAL SUMMARY

Meticulous technical editor who excels at organizing complex projects, meeting strict deadlines, and ensuring customer satisfaction. Specializes in the editing, formatting, and proofreading of technical engineering manuals. Employs strong communication skills to develop positive relationships with managers, coworkers, and customers. Thorough, professional, and well accustomed to a fast-paced environment.

CORE COMPETENCIES

DOD Secret Level Security Clearance

Proficient in Visual Basic, SQL Server, SGML/XML, Word, Excel, Access, PowerPoint, WordPerfect, Adobe Acrobat, Illustrator, Photoshop, DiffDoc, Arbortext

Experience creating websites using HTML, JavaScript, and Dreamweaver.

Experience coordinating large projects

Accustomed to following strict checklists, security protocols, and customer guidelines

Experience training and evaluating coworkers

PROFESSIONAL EXPERIENCE

SGML/Composition/Illustration/Quality Control Specialist, Aug. 2006 - Present

HEBCO, Inc. – Forest Hills, PA

Edited technical engineering manuals for hard copy and web-based formats, adhering to customer-provided markup and instructions.

Performed Quality Control to correct markup, spelling, grammar, and stylistic errors.

Maintained electronic and hardcopy files, coordinated transfer of files between customer and HEBCO, and facilitated proper destruction of classified materials.

Managed workloads, administered training, and communicated with other departments as backup Lead for the Composition Department.

Assisted in the creation and maintenance of procedural documentation and training manuals.

Modified Drawings and Photo’s using Adobe Illustrator, Photoshop, Canvas and AutoCad.

Assistant Manager, Mar. 2002 – Feb. 2004

Lori’s Hospital Gift Shop – Oakland, PA

Supervised employee shifts, assisted with recruitment and training of staff members, and worked closely with management to streamline operations.

Oversaw entire stocking process from tracking shipments and verifying materials to distribution and stocking shelves.

Sales Associate, Sep. 2004 – Dec. 2006

Toys R Us – Monroeville, PA

Provided excellent customer service by guiding customers to products they needed, educating consumers on new products, and maintaining a friendly, helpful attitude.

Maintained registers to ensure a speedy, hassle-free purchasing process.

Trained new cashiers.

EDUCATION

Associate Degree in Specialized Technology, Information Technology and Web Development (summa cum laude)

ITT Technical Institute ● Monroeville, PA ● March 2005

Contact this candidate