Customer Service Manager
Resume:
Adam Durso
Philadelphia, PA
****.******@*****.***
QUALIFICATIONS SUMMARY
Results oriented writer with extensive experience. Proven problem solver with excellent communications skills. Skilled multi-tasker who can work efficiently as part of a team or independently. Proficient in many writing/professional communication forms, including creative writing, technical writing, business-to-business (B2B) writing, Business to Customer Writing (B2C), Academic and AP style, and writing for the Web. Skilled in copywriting, editing, proofreading, and research. Additional experience in Literary Non-Profit. 2+ years in customer service and retail. Strong in people-facing roles, and otherwise.
PROFESSIONAL EXPERIENCE
Blogger
HCRC Staffing May 2015 Present
Researching and composing blog posts for HCRC website, and client e-mails
Composing professional e-mails, e-mail blasts, and other communications
Compiling informative, 700-1000 word posts based various aspects of private medical practice
Contracted Content Editor
Temple University November 2014 January 2015
Producing and proofing long and short-form content news stories, events, accolades, etc.. for Temple Today e-mail blast, and Temple News, according to University AP Style Guide.
Working in Drupal-based content management system with text, photography and video.
Approving, creating, and editing events for University Calendar.
Fact-checking, and maintaining contact with representatives across academic departments.
Performing basic website audits.
Contracted Content Specialist
Bailey Brand Consulting April 2014 – May 2014
Producing B2B marketing collateral for Bailey’s clients (specifically for GS1 US), in the form of e-mail blasts, Twitter and LinkedIn messaging, and company Web content.
Producing inter-firm marketing materials/copy leveraging the work done by Bailey Brand Consulting (Welch’s, Twinings Tea, Fifth & Pacific, Robitussin, Hyland’s Baby, etc…)
In depth research for speeches, as well as compiling speech outlines
Proofreading copy, speech drafts, packaging proofs
Copyeditor/Web Content Writer
Hibu – A Division of Yellowbook June 2013 – March 2014
Compiling account information for small to mid-size businesses and posting to E-lance platform.
Managing multiple freelance writers and Website designers via E-lance Workroom
Quality checking Web-copy produced by freelance writers for proper grammar, punctuation, style consistency, SEO, NATWE, use of Website templates, etc…
Providing quality assurance for completed Websites by checking design, ALT tags, meta info, site analytics, etc.
Making photo and design changes when needed through Adobe Photoshop and Illustrator
Working under deadline to post and proof 4-5 Websites/day over to Web design department while also writing/QA’ing escalated sites, or doing emergency re-writes as necessary
Producing sharp, creative, voice-driven SEO-optimized Website content for small to mid-sized businesses.
Working with over the phone with business owners, in-house Web artists, and Website specialists to create perfect end-product in short amount of time.
Making revisions and basic design changes as needed
135+ Websites written across multiple Website creation platforms.
Training new hires on style, programs and protocols as necessary
M.F.A Intern/Event Coordinator
Musehouse Center for the Literary Arts May. 2012 – Oct. 2012
Interviewing visiting writers for content for Musehouse Website.
Coordinating silent auction fundraiser event.
Reaching out to locals and businesses via e-mail campaign and in person for fundraiser donations.
Drafting fundraiser letter and auction guide.
Freelance Journalist Sept. 2009 – Mar. 2011
Conceptualizing, pitching and writing special interest pieces for local newspapers, Web-based magazines, national magazines and self-maintained digital outputs.
Covered events and interviewed novelists, filmmakers, musicians, renowned martial artists, educators and more.
Retail/Customer Service Rep
Barnes & Noble Booksellers Dec. 2009 – Dec. 2011
Customer Service, book inquiries, special orders
Store maintenance, inventory, display and table construction
Café backup when needed
Kitchen Kapers Nov. 2011 – Jan. 2012
Customer Service
Inventory
Giftwrapping
SKILLS AND RELATED EXPERIENCE
• Writing Tutor, Western New England University
Assisted peers and underclassmen in WNEU Writing Center to improve the quality of their academic
assignments (essays, outlines, drafts, and creative writing).
Strong written and oral communication (Academic, Journalistic, Advertorial, Creative).
Proofreading and copyediting experience.
Proficiency with multiple website programs and cms’s (Wordpress, Blogger, *Fatwire, *Sitemaker, Drupal) and 3rd party programs (Photosnack, Pixlr, etc…) for editing text, photos, and video files.
Proficient with MS Office Suite and Adobe Photoshop. Basic design capability.
Strong research ability, and knowledge of multiple documentation methods (MLA, AP, CMS)
Basic understanding of social media platform use (Facebook, Twitter, YouTube, Instagram, etc…)
Experience with SEO processes, tags, and tactics
Proficiency with multiple programs (Client Management – CRM; Raiser’s Edge) and workflow programs (BNW, Workamajig)
Basic understanding of HTML.
2+ years customer service experience.
EDUCATION
M.F.A., Creative Writing, Temple University, 2014, Graduated Cum Laude, 3.57 GPA
B.A., English Literature, Western New England University, 2009, Graduated Cum Laude, 3.55 GPA
Professional References
Paul Oneto, Sales Manager; GOAL Trainer-Verizon Wireless, Santa Rosa, CA
Brian Torchin, President, HCRC Staffing
*****@************.***
Kat Martineau, Recruiter, Creative Circle
**********@**************.***
Jennifer Scicluna, Manager- Website Operations, Hibu
********@*****.***
Brian Falzarano, CMS Web Administrator & Producer, Aetna
*****.*********@*****.***
Jamie Spotts, Assoc. Manager--Web Production, Hibu
*****.******@******.***
Professional Clips
Blog Samples
http://www.hcrcstaffing.com/2015/09/15/crunch-time-last-minute-icd-10-prep/
http://www.hcrcstaffing.com/2015/09/11/on-eggshells-avoiding-uncommon-liability-mistakes/
http://www.hcrcstaffing.com/2015/09/05/paving-the-way-a-physicians-role-as-mentor/
http://www.hcrcstaffing.com/2015/08/25/finding-the-words-handling-patient-confrontation/
Temple Today (TT)
http://news.temple.edu/templetoday/2014-12-03
http://news.temple.edu/templetoday/2014-12-04
http://news.temple.edu/templetoday/2014-12-18
(more available)
Marketing Collateral
http://www.baileygp.com/work/project/darrell-lea-packaging
http://www.baileygp.com/work/project/fifth-pacific-branding
http://www.baileygp.com/work/project/hylands-baby-packaging
http://www.baileygp.com/work/project/twinings-packaging
http://www.baileygp.com/work/project/crown-brochure
Copywriting Samples
[Framing Concepts, Framing & Fine Art Gallery] - http://framingconceptshingham.com/
[Professional Massage Therapy Werks] - http://pmtw.org/home/1242412
[David’s Tailoring & Tuxedo] - http://davidstailoringandtuxedos.com/
[Christensen Chiropractic] - http://www.christensenchiropractic.com/christensen-chiropractic-and-acupuncture-about.htm
[Entercloud Solutions, IT Consulting] - http://www.hostedatandvoice.com/index.htm
[Kreun Kustoms – Automobile Seats & Upholstery] - http://www.kreunkustom.com/index.html
(more upon request)
Journalistic Samples
Middletown Press - http://www.middletownpress.com/general-news/20091119/local-musicians-celebrate-release-of-two-virgins-at-public-in-middletown
Middletown Press - http://www.middletownpress.com/general-news/20100304/fiction-writer-switches-gears-with-new-novel?viewmode=default
Hartford Examiner - http://www.examiner.com/article/kij-johnson-a-not-so-hidden-treasure
(more upon request)
Contact this candidate