Customer Service Training

P. ANNETTE BREWER

**** ***** ******* *****, ************, AL 35976 256-***-**** ***********@*****.***

SUMMARY OF QUALIFICAONS:

Marketing, Consulting and Counseling background. Known for caring, leadership, relationship building, personal integrity, and performance

excellence.

PROFESSIONAL EXPERIENCE

Case Worker Alabama Emergency Management Association, Guntersville, AL

Demonstrated the values of respect, empathy, and cultural sensitivity; Conducted interviews; Obtained accurate and complete information;

Advocated for options and services to meet client needs; Documented case information in the (EMR). More than 50 clients secured funding for

rebuilding homes, replacing furniture, appliances, and medical equipment that was damaged or lost in the April 27, 2011 tornado. (2011)

Volunteer Volunteer Organizations Active in Disasters, Guntersville AL

Conducted initial interviews, obtain accurate and complete information in order to establish the database of households affected by the April 27,

2011 tornado. (2011)

Curriculum Developer SAIC Science Applications International Corporation, Anniston, AL

Researched, wrote, and edited the student and instructor materials for “ Healthcare Emergency Responder for Mass Casualty” training program.

It is the only federally chartered WMD training program; offered 4 times per year at the Center for Domestic Preparedness. Each year, more than

100 members of the healthcare community from throughout the United States are prepared for responding to mass casualty incidents (MCI)

during catastrophic natural or man-made disasters. (2011)

Event Specialist Advantage Sales and Marketing, Irvine, CA

Served as on-site manager for events; Entered and tracked event leads; Prepared event summaries; Updated events and posted to the Web site as

needed in order to successfully plan and execute exhibitions while maintaining budget. (2010-2011)

Consultant Vanguard Consulting, Inc., San Rafael, CA

• Conferred with senior managers and subject matter experts, in order to develop training materials

• Designed questionnaires, surveys, and tests

• Ensured client deliverables were produced with high quality and efficient timelines

• Prepared and maintained marketing collateral

• Planned client training events and coordinated logistics for training and marketing events at conferences

• Wrote and edited proposals, articles and concept papers

• Built relationships with clients to uncover and close business opportunities

• Assist clients by determining their requirements, answering questions, providing information and explanations

• Increase revenue by recommending new and additional services to clients

• Ensure products and services are delivered to satisfy customer demand, cost, and timeline

Established the “Performance Partnering Method ” which Vanguard implemented in over 50 companies over the past 20 years. It has been quite

successful in breaking down internal silos, as well as establishing better business-to-business relationships externally. (1989-2009)

Therapist University of the Pacific Behavioral Medicine Clinic, Stockton, CA

Assessed patients, evaluated signs of mental illness, substance abuse, potential sources of conflict ; Developed treatment plans involving

behavioral, cognitive, and milieu interventions. More than 600 p atients were able to cope with their situation in a healthy way and feel better

about themselves and their lives. (1985-1989)

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Counselor Stockton Developmental Center, Stockton, CA

Listened and attended to clients, Demonstrated the values of respect, empathy, and cultural sensitivity; Provided constructive advice and

guidance. Over 2000 prisoners displayed improved moral reasoning and problem solving skills that eased their reentry back into the community.

(1985-1987)

Counselor Stockton Unified School District, Stockton, CA

Utilized Play Therapy techniques to help elementary students express their feelings and cope with frustrations. Over 100 students developed

greater social skills and succeeded in school. (1985-1987)

Crisis Counselor Birmingham Crisis Center, Birmingham, AL

Listened and attended to individuals in distress; Assessed their potential for harm; C reated a bridge between the at-risk individual, mental health,

and emergency services. Over 400 individuals found a sense of safety, and no one harmed themselves or others. (1980-1985)

Trainer Wang Laboratories, Birmingham, AL

Delivered training program designed to introduce a database system; provided ongoing individualized coaching to both middle managers and

computer technicians. Significant decreases in shrinkage and increases in employee productivity were realized. (1980-1983)

EDUCATION

Associate in Applied Science Degree in Nursing, Northeast Alabama Community College, Rainsville, AL

Executed the nursing process; Assessed patients, Administered medications, Provided wound care, Monitored patient’s status, and Documented

in the Electronic Medical Record (EMR) in order to provide care for patients aged 20-90 at Marshall Medical Center South a 150 bed Trauma III

facility; Marshall Medical Center North, a 90 bed Trauma II facility; and Highland’s Medical Center a 90 bed general medical surgical facility.

Master of Arts, Psychology, University of the Pacific, Stockton, CA

Managed a research project involving over 200 volunteers; Trained undergraduate and graduate students in experimental and observational

methods, counseling techniques, and formative /summative feedback; Analyzed the data using statistical software; Interpreted the data; and

Wrote the research report in order to assess the effects of feedback type and timing on the overall effectiveness of the training effort.

Bachelor of Science, Psychology, University of Alabama at Birmingham, Birmingham, AL

Gathered ECG, & EMG data; Coded the data; Analyzed the data using statistical software in order to assess factors affecting baroreflex

sensitivity.

PROFESSIONAL ACTIVITIES:

COMMUNITY SERVICE

KidsCheck Health Fair

Museum Educator, Oakland Museum of California, Oakland, CA

Staff Artist, Museum of Children’s Art, Oakland, CA

Art Instructor, Studio One Art Center, Oakland, CA

Marin County YMCA

Guide Dogs for the Blind

Birmingham Crisis Center

PUBLICATIONS

“Customer Service: The Creation of Value“. In J.W, Seddon (Ed.), Creative Service (pp. 47-61). Kempston,

Bedford, U.K.: IFS Publications.

“Management Feedback: Advice and Encouragement“. In “Making It Happen” (pp.36-50).British Airways

Human Resources Department,

Comet House, Hounslow, United Kingdom.

RESEARCH

Brewer, P.A. (1989). Feedback in training: Optimizing the effects of formative feedback timing.

Unpublished master's thesis, University of the Pacific, Stockton, CA.

Brewer, P.A. (1988). Feedback: Linking purpose to procedure. Paper presented at the meeting of the

National Society for Performance and Instruction, Washington DC.

Brewer, P.A. & Harr, C. (1987). Proportional vs. binary feedback in EMG reduction training. Paper

presented at the meeting of the Western Psychological Association, Long Beach, CA.

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Brewer, P.A., Machado, H.P., Harr, C. (1986). Auditory stimulation in shaping relaxation in EMG training:

A comparison of discrete tones, music, and proportional auditory feedback. Paper presented at the

meeting of the Feedback Society of America, San Francisco, CA.

AWARDS

Outstanding Research Award, International Society for Performance Improvement, Washington, DC, 1989

Graduate Research Scholarship, Western Psychological Association, Long Beach, CA, 1987

Graduate Scholarship, University of the Pacific, Stockton, CA, 1985-1989.

Research Assistantship, University of Alabama at Birmingham, Birmingham, AL, 1984-1985

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