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Manager Customer Service

Sewell, New Jersey, United States
April 26, 2019

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Christopher J. Stanwood, MS, MA

*** ********* ******, ******, ** 08071



Experienced leader of a global support team, delivering outstanding database and technical support. Strengths include global team manager, database research, product training, analysis, and reporting. I excel in onboarding new staff, oral and written communication, product release support, and acting working closely with disparate teams.

Professional Experience

Manager, Customer Technical Support, IP Products (January 2015 to present)

Clarivate Analytics, Philadelphia, PA

Manage Technical Support for IP Products (Derwent Innovation, Derwent Data Analyzer, IP Manager, IP Payments) with teams in the US, London, Manila, Tokyo, and Hyderabad. Guarantee customer satisfaction through all phases of support from first contact to case resolution. Hire, onboard, and train new reps. Ensure complete phone coverage and proper case handling. Liaison with internal groups so that product and situational information is known to all stakeholders. Run product release hypercare sessions so customer feedback can be recorded and actioned. Ensure that all fixed bugs are known to Technical Support so customers can be alerted. Handle any overload cases to ensure proper handling and metrics. Write, submit, and discuss with reps all mid-year and end of year reviews.

Information Search Specialist / Customer Technical Support (October 2007 to present)

Thomson Reuters, Philadelphia, PA

Responsible for providing superior technical support for more than 190 patent, scientific, and pharmaceutical databases including ISI Web of Knowledge, Web of Science, Thomson Pharma Platform, Thomson Innovation, Delphion, and Micropatent.

Write customer facing, technical guides on database use and content. Serve on product development and customer service committees.

Readers’ Services Librarian (September 2006 to March 2007); Access Services Librarian (November 2003 to September 2006); Assistant Librarian for Access Services (October 2002 to November 2003)

Chemical Heritage Foundation, Philadelphia, PA

Conduct in-depth research in the fields of business, finance, chemistry, chemical technology, history of the sciences, pharmacy, medicine, and rare books. Contribute articles to Chemical Heritage magazine. Participate in grant writing and other funding activities. Provide training in use of library and database resources, and provide building tours for scholars, library patrons, and development prospects. Hire, train, and supervise Library Technical Assistant for Public Services. Supervise operation of weekly lecture series, including identifying, contacting, and scheduling potential lecturers.

Historical Reference Librarian (February 1998 to October 2002)

College of Physicians of Philadelphia, Philadelphia, PA

Research and analysis to answer historical and current reference questions. Manage daily functioning of library reading room. Fulfill photograph and image reproduction requests. Monitor environmental conditions for archival materials. Control all aspects of interlibrary loan of books. Exhibit design and display.

Assistant Curator of Architecture (January 1997 to February 1998)

Athenaeum of Philadelphia, Philadelphia, PA

Assisted with indexing, cataloging, collection development, and archival projects. Provided reference and paging services.


Master of Science in Library and Information Science

Drexel University, Philadelphia, PA (2001)

Master of Arts in American History / Public History

Rutgers University – Camden, Camden, NJ (1997)

Bachelor of Arts (summa cum laude) in History

Rowan College of New Jersey, Glassboro, NJ (1994)

Associate of Applied Science in Criminal Justice

Gloucester County College, Sewell, NJ (1988)

Skills Summary

Research, People Manager, Technical Support, Written and Verbal Communication, Database use and troubleshooting, Pharmaceutical / IP / Scholarly publishing research, Customer Service, Reference, Reporting, CMS software, Telephony, Training and instruction

Honors, Awards, and Certificates

New Jersey Professional Librarian Certificate (2010)

Beta Phi Mu – International Library Science Honor Society (2003 to present)

Phi Alpha Theta – International Historical Honor Society (1993 to present)

Guy Garrison Scholarship, Drexel University (Fall 2000)

H.W. Wilson Scholarship, Drexel University (Spring 2000)

Lansbury Prize for Academic Excellence, Rutgers University – Camden Campus (1997)

Rowan College of New Jersey Medallion Award for History (1994)


Image research, caption (descriptive and label) writing, and appendix writing for The Roy G. Neville Historical Chemical Library: An Annotated Catalogue. Philadelphia: The Chemical Heritage Foundation, 2006.

Regular contributions to Chemical Heritage, the magazine of the Chemical Heritage Foundation.

Stanwood, Christopher. “Waterworks.” v.21, no.1 (Spring 2003): 27.

“The WPA and History of Chemistry.” v.21, no.2 (Summer 2003): 26-27.

“Found in the Othmer Library [Hendrick C. Van Ness’s Chemical Engineering Thermodynamics].” v.21, no.3 (Fall 2003): 24-25.

“Chemical Pedagogy in 18th-Century Philadelphia.” v.21, no.4 (Winter 2003-2004): 24-25.

“Respectable Physicians Must be Chemists.” v.22, no.1 (Spring 2004): 21-22.

“Found in the Othmer Library [Agricola’s De Re Metallica, translated by Herbert Clark Hoover].” v.22, no.2 (Summer 2004): 24-25.

“Maintaining Standards.” v.22, no.3 (Fall 2004): 36-37.

“A Pioneering Chemist and Reformer.” v.22, no.4 (Winter 2004-2005): 8.

“A Possible Link to the Philosopher’s Stone.” v.23, no.2 (Summer 2005): 25-26.

“Found in the Othmer Library [Walter Hermann Ryff’s Das New gros Distillierbuch].” v.23, no.3 (Fall 2005): 34-35.

“Instrumental Instruction.” v.24, no.3 (Fall 2006): 36-37.

“The Beauty of a Well-Made List.” v.24, no.4 (Winter 2006-2007): 36.

“Palatinate Alchemical Books in the Neville Library.” v.24, no.4 (Winter 2006-2007): 36.

“Joseph Black: Teacher.” v.25, no.1 (Spring 2007): 20.

“Rising Sun.” v.25, no.1 (Spring 2007): 21.

Co-author: McCleary, Erin, Christopher Stanwood, and Deborah Franklin. “Anatomical Drawings Submitted for the Hugh Lenox Hodge Prize, 1878.” Transactions and Studies of the College of Physicians of Philadelphia. Ser. 5, v.21 (1999): 167-174.

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