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Manager Customer Support

Grandview, MO
October 27, 2018

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Bradbury Franklin

Email :

Address : Kansas City, Missouri

Website :


Wiley :: Product Designer February 2016 - September 2017 (18 months)

•Planned and and managed product digital product development for titles in Engineering and Computer Science.

•Shared responsibility for sales, marketing, and customer support of online courses. Met revenue goals in challenging market. Responsible for over $6 million in revenue.

Wiley :: Learning Design Consultant November 2014 - January 2016 (15 months)

•Ensured effective learning design and development of all online titles in Science, Math, and Engineering.

•Worked closely with publishers, editorial, and technology teams to develop and implement product designs to meet market requirements.

Wiley :: Learning Technologies Manager, Wiley Faculty Network December 2003 - October 2014 (11 years)

•Managed a network of high-profile customers, instructors using Wiley titles and technologies.

•Led online community development and support, and customer success in large, complex adoptions. Exceeded revenue goals 9 of 11 years in challenging market conditions.

•Directly involved with over $6 million in revenue in 2004. By 2012, the WFN was associated with over $15,000,000 in revenue.

University of Nebraska–Lincoln :: Instructional Design Tech Specialist June 2000 - December 2003 (3.5 years)

•Developed and supported online courses for delivery of high school, college, and professional development courses to thousands of students.

•Managed small team to deliver complex, interactive, and effective projects on time and above expectations.

University of Nebraska–Lincoln :: Online Learning Developer August 1998 - May 2000 (1.75 years)

•Partnered with faculty in Astronomy, Physics, Math, Chemistry, Geology, and Genetics to develop hundreds of testbanks (1,000s of questions) and administer online quizzes and exams to over 5,000 students per year.

•Helped to deliver the first-ever online final exams in Geology 101 to over 1,000 students.

University of Wisconsin-Madison :: GTA, Lecturer & Researcher September 1988 - May 1997 (8.75 years)


University of Wisconsin-Madison 1988 – 1998

Doctor of Philosophy (MA & PhD), Applied Probability

Thesis: Error estimation in the Numerical Solution of Stochastic Differential Equations

Wesleyan University 1984 - 1988

Bachelor of Arts (BA), Mathematics


Instructional Design

•E-Learning and Online Course Development

•Interactive Content Development

•Digital Product Design

•Project Management

Customer Success and Customer Support

Market Development and Social Marketing

Financial Markets

•TradingView/ Technical Analysis of Asset Pricing

•Cryptocurrency Market Analysis and Trading

Technical: PERL, PHP, Python, MS Office and Android and Apple OS.


•Excellence in Undergraduate Teaching 1993, 1995, 1996

•Pacesetter Revenue Achievement Award 2005

•Outstanding Performance 2005, 2006, 2008

•Marketing Achievement Award 2014

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