Customer Service Training

Julie S. Scott

**** ******* ****** 404-***-****

Way

Cumming, GA 30041 ***********@*****.***

http://www.linkedin.com/pub/julie-scott/2/925/606

Summary

Business analyst and technical writer dedicated to solving business

problems and improving business efficiency through training and

documentation. Excellent technical communicator with strong project

management skills; Excellent administrator with well-developed time

management skills. Establishes and maintains rapport with individuals of

varying backgrounds and expertise levels.

PROFESSIONAL EXPERIENCE

Polytron, Duluth, GA

Sept. 2011 - April 2013

Sr. Technical Writer

. Develop instructor and student materials for operator, maintenance,

and other technical staff for equipment and system manuals.

. Perform job task analysis, gap analysis, and needs assessments, course

design, and course development at client locations.

. Facilitate, evaluate, and conduct training sessions at client

locations

. Coordinate with Subject Matter Experts, internal and external, to

obtain and refine training content.

. Interview client, engineers, and internal Subject Matter Experts to

obtain requirements for training. Develop RFP for distribution to

vendors. Manage RFP process to select training vendors. Monitor vendor

training to ensure it meets client and company standards.

VirtuOz, Emery, CA (contract)

Feb. 2011 - Sept. 2011

Expert Conversation Specialist

. Review end-user customer questions on an online help site and provide

automated answers via the expert software.

. Draft and implement answers with keywords and links for anticipated

end-user customer questions.

LexisNexis, Alpharetta, GA

2009-2010

Customer On-Boarding and Compliance Manager

. Remote manage client on-boarding staff; streamline processes and

application credentialing to lower turn-around time from application

to paying client.

. Interface with clients regarding account setup issues and resolutions

. Began program of updating client-facing online training courses, using

input from key clients, sales, and support staff.

ChoicePoint, Alpharetta, GA

1992-2009

Client Credentialing Manager - 2005-2009

. Managed FTC-mandated recredential of over 100,000 accounts within 180-

day timeframe

. Managed team of 20 credentialing analysts to credential/evaluate all

applications from potential clients to mitigate the risk of fraudulent

access and misuse of information (over 33,000 applications per year)

. Develop procedures to ensure that every analyst follows the

established credentialing policy; develop procedures and documentation

for new credentialing steps and train Corporate Credentialing Center

analysts

Senior Business Analyst - 2002-2005

. Managed daily project activity of a multi-million dollar project,

including daily phone meetings and weekly in-person meetings with

customer representatives. Assumed responsibility for reviewing the

customer website for usability and functionality, including user

acceptance testing and editing HTML code.

. Managed intern to complete the documentation for the customer product

and the internal project documentation.

. Managed customized customer call/problem management system rollout to

field offices nationwide. Defined and implemented special logic and

screens; wrote and published the instruction manual on the intranet

for easy access; managed the development and implementation of

customized online training courses. Defined and managed development of

standard daily, weekly, and monthly management reports and worked with

each office to define and implement special ad hoc reports.

Knowledge Engineer - 2000-2002

. Identify technology tools for implementing web-based customer service

and developed return on investment statements to determine cost

effectiveness of tools on the short list.

. Develop and implement knowledge bases for internal support teams to

enhance customer service.

Senior Technical Writer - 1992 - 2000

. Write training materials and train internal users on uses of

technology.

. Design, develop, coordinate, and maintain cost-effective documentation

and training including online help systems for PC and Unix, technical

specifications for customer user, end-user documentation for PC and

Mainframe, online tutorials and sales presentations, training manuals

and reference guides for 16 departments, and product information on

the company intranet.

EDUCATION

Master of Science, Technical and Professional Communication, Southern

Polytechnic State University, Marietta, GA, 1998

Bachelor of Arts, English (Economics Minor), Shorter College, Rome, GA,

1990

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