Customer Service Training

GEORGINA FALZARANO

*** ******** ****** ********, ******** R2L 0A3 Phone :204-***-**** Email:********.*********@*****.***

SUMMARY OF QUALIFICATIONS

On-line help development, user documentation development and training for a software systems

Instructional design, curriculum development, adult training and literacy e ducation experience

Project management skills including design, implementation and co-ordination

Customer Service via phone, email and online management system

Web site development, ecommerce management, social networking and SEO

WORK EXPERIENCE

ELEXSOFT TECHNOLOGIES December 2013 - Present

Lead Customer Service

Manage and implement customer service for a communications company using FreshDesk.

MARKETINGOLOGY September 2001 – October 2013

Partner and Lead Designer

Website design and development specializing in search engine optimization techniques. Completed over 200

websites and Internet marketing campaigns. This has included corporate, e -commerce, information and

video websites. Internet marketing campaigns for logistics and fulfilment services, hotel chains, fashion

stores, consumer product rollouts, training services, pharmacies and more. Skill set includes website design,

SEO, SEM, reputation management, video site development, email campaigns and social network marketing.

FOTKI September 2011 – August 2013

Lead Customer Service

Customer service for an international online photo website with social media, www.fotki.com. Answering

emails and customer service requests including directions for using aspects of the service, managing

password changes and general service requests.

EZEDIA January2001 - April 2001

Senior Technical Writer

Development of a Java based on-line help for a multimedia software product. Also designed training

workbooks and promotional material including web content.

ONLINE BUSINESS SYSTEMS February 1996 – January 2001

Senior Documentation and Instructional Developer

Senior documenter responsible for on-line help development (WinHelp, HTML, Java), user documentation,

user training and business process documentation and integration. Project experience is a wide array of

businesses including: telecommunications, government, financials, non -profit and office management.

JOB RE-ENTRY PROGRAM Program Co-ordinator

Co-ordinator and designer of a training/upgrading program for 60 adults social assistance recipients.

Achieved a 60% job placement rate. Responsible for staff of 6 and development and implementation of all

curricula.

COMPUTER/LITERACY PROGRAM Program Instructor and Designer

Designer and instructor of a literacy upgrading program for adults including learning basic computers skills

WINNIPEG BOYS AND GIRLS CLUB Literacy Instructor/ Trainer

Designed and implemented individualized upgrading program for unemployed, inner city youth and assisted

in career development

JOURNEYS ADULT EDUCATION Program Co-ordinator

Designed and co-ordinated a literacy program for 15 - 25 year olds

RIVER EAST, TRANSCONA-SPRINGFIELD AND INTERLAKE SCHOOL DIVISIONS, MANITOBA CANADA

Teacher

Taught Special Education, Computer Awareness and co-ordinated Resource Teaching program

UNIVERSITY OF MANITOBA Instructor

Taught Computer Applications to Education I for the Faculty of Education- both on and off campus

AWARD

Microsoft Business Innovation Award for the Online Partnership Program, a training program for Microsoft

Certified Developers and Systems Engineers. Responsible for the design and implementation of the

program.

EDUCATION

DREAMWEAVER, COURSEBUILDER AND FLASH

Training seminar in Macromedia DreamWeaver, CourseBuilder and Flash in Nashville, TN

WEB-BASED TRAINING CONFERENCE

Training seminar and conference on utilizing the internet for delivering training

UNIVERSITY OF MANITOBA- EDUCATION

Graduate studies in Educational Psychology specializing in Instructional Design

UNIVERSITY OF MANITOBA- PSYCHOLOGY

* Bachelor of Arts Psychology specializing in Behaviour Modification

REFERENCES Available upon request

Contact this candidate