Customer Service Management
Resume:
Continued
MARCIA LEE
Raleigh, North Carolina ***08 / www.linkedin.com/in/marcialee1 / ********@*****.*** / 919-***-**** SUMMARY
Accomplished, focused, and proactive technical writer adept at handling multiple priorities, working well under pressure, meeting deadlines, and maximizing success of others; and expertise in: Technical Documentation Publishing Content Management Business Management & Administration Project Management Brand Management Product Design & Development Graphics Creation Relationship Building Proficient with FrameMaker, Robohelp, PaintShop Pro, Microsoft Office Suite, and Salesforce. RELATED EXPERIENCE
Principal Technical Writer
SHARPVISTA, INC., Raleigh, North Carolina 2000
Created manuals for a CLIR (cross-lingual information retrieval) system and data infrastructure system.
Managed all aspects of document creation and production, as well as packaging and localization.
Served as liaison to other department management for product development. Senior Technical Writer
ENGAGE, INC., Raleigh, North Carolina 1998-2000
Managed Contract staff.
Wrote internal installation guide and end-user release notes for Internet advertising software, as well as hardware and software guides for local profile cache software.
Improved customer relations by initiating creation of a document center and online help section on support website, making help available internally and externally.
Streamlined processes and reduced costs by developing and implementing company-wide documentation standards.
Hand-picked by management to write beta technical guide for wireless advertising technology. Project Lead & Principal Writer
MISYS, INC. currently ALLSCRIPTS, Raleigh, North Carolina 1996-1998
Spearheaded the creation of an electronic performance support system and user documentation for medical patient database management software for large networks based on new documentation procedure including context-sensitive help, screen recorded demos, and knowledge base.
Served as project lead for a UNIX deamon troubleshooting guide. Junior Technical Writer
ON TECHNOLOGY, INC., Raleigh, North Carolina 1994-1996
Produced hardware and software user documentation set for WAN and Internet email software for Netscape networks, including design, testing, writing, formatting, printing, and publication.
Wrote and formatted all manual components including graphics, tables, icons, hyperlinks, table of contents, chapters, appendices, and indexes.
Marcia Lee Résumé, Page 2
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OTHER EXPERIENCE
Business Development Manager / Writer
ROI RESUMES, Raleigh, North Carolina 2014-Present
Oversee business development, increase online presence, book speaking engagements, conduct client consultations, write resumes and cover letters, and manage accounts. Paralegal I
NORTH CAROLINA DEPARTMENT OF JUSTICE, Raleigh, North Carolina 2014
Prepared regulatory law findings; collected discovery related to compliance with Medicaid procedures by medical providers including medical summaries and medical records; prepared Judicial Review filings; and provided litigation support for six attorneys. Principal Paralegal
FRYE LAW OFFICES, PA, Raleigh, North Carolina 2013-2014
Drafted court filings and correspondence; prepared Rule 10 and 11 filings, trial exhibits, and case files; collected and organized discovery; and provided litigation support;
Handled client intake, calendaring, customer service, and file management. Customer Relationship Manager
EASTCOASTSHOES.COM, Raleigh, North Carolina 2009-2013
Maintained positive feedback rating on eBay of 99% or higher; handled customer relations; and managed staff and operations, including inventory, shipping, and logistics. Owner / Operator
HOME AGAIN FINE FURNISHINGS, Raleigh, North Carolina 2008-2010
Owned and operated antiques and furniture consignment business. Residential Real Estate Broker
VARIOUS COMPANIES, North Carolina 2003-2010
Handled title searches, listings, marketing, and closings; and generated up to $1 million/year in sales. EDUCATION
MILLER-MOTTE COLLEGE, Raleigh, North Carolina – AAS, Paralegal Studies, 2013
Earned membership in LEX (Honor) Society for 3.64 GPA.
Received consistently positive feedback throughout externship with Riddle & Brantley, LLP. UNIVERSITY OF NORTH CAROLINA, Chapel Hill – BS in English, 1997
Completed coursework in grammar, literature, and technical, business, news, and marketing writing.
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