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Customer Service Manager

Denver, Colorado, United States
October 24, 2016

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Kayellyn Jacobs

October **, ****

Dear Hiring Manager,

As an accomplished Technical & Visual Communications Specialist with advanced skills in customer service (internal and external), lean process management, and global communications, I am interested in becoming an integral team player within your organization and hope to have the opportunity to contribute to its continued success and your forecast business plan.

An extensive background developing and managing technical communications/content/publications is only a partial description of my skills. In addition, my level of expertise includes working in very large and diverse groups and having the ability to assimilate complex information and data from an array of subject matter experts and synthesize into compliant, succinct, aesthetic, multilingual documents. My proficiency in creative communications, website design and management, illustration, graphic art, presentations, email-marketing, content writing, editing, technical literature (brochures, manuals, SOP’s, government compliant literature, support documentation, etc.) allows me to offer you a solid and broad skill set for an opportunity to become a team player.

Creativity, innovation, collaboration, and excellence are my passions and I thrive in a multi-tasking, deadline-oriented team environment. Ultimately, I strive to continue as one of the best in my profession while endeavoring to enhance the lives of others and the company for which I work. I am confident that by sharing my professional experience and skills a mutual benefit would result.

I offer advanced technical and creative skills and the ability to create an array of dynamic business support communications in multiple languages (web and print). I adjust to new systems and processes easily and possess proficiency in all universal office, creative, technical, CMS, and Desktop Publishing (DTP) software.

Thank you for your time and consideration.

Kind regards,

Kay Jacobs


Kayellyn Jacobs e: p: 720-***-****


Advanced creative and technical skills

Excellence in Customer service (internal and external) with strong problem solving skills

Technical communications excellence in the development and maintenance of multi-lingual government compliant engineering documentation (print and web-based)

Developed and managed an international engineering documentation and literature support staffs for 10+ years

Established and managed internal and external global technical literature repository accessible to individuals with specific privilege or clearance

Advanced skills in technical writing, design, marketing, and computer technology

Advanced computer skills in all universal office management software programs, desktop publishing, creative software programs, and website development and management tools

Extensive background developing marketing communications, publications, press releases, web content, email marketing, and sales associates training/support literature

Highly skilled in adapting and utilizing service software, such as Constant Contact and Exact Target cloud services, to launch marketing campaigns as well as usage to execute internal/external corporate communications

Background in visual and technical communications, website development, creative direction and communications management

Proven abilities in successfully identifying, hiring, mentoring and building corporate communication support staff across a global platform

Passion for innovation, collaboration and excellence


WordPress, Drupal, Adobe Creative Suite (Illustrator – CS8+, InDesign, PhotoShop), Corel Suite (CorelDRAW, PhotoPAINT, Create, etc.), Microsoft Office (WORD, Publisher, PowerPoint, Excel, Access, etc.), SAP, SharePoint, Corrigo programs


Residential Office Manager – Operations Team

Company Confidential Mar 2015 – Present

Manage office personnel, residential & commercial glazier tradesmen communications

Develop internal/external communication program to streamline processes and create a higher level of customer service both internally and externally

VoIP and CMS management through Corrigo, 8x8, and SharePoint

Created and implemented development processes supporting 30% growth

Communications Specialist

Freelance / Contract, job type – various Jun 2009 – Present

Create visual communications, develop sales support literature and technical publications, website design and management

e-Marketing blasts utilizing service providers, such as: Exact Target, Constant Contact, iContact, Mail Chimp, Mad Mimi

Illustrations, graphic arts, writing and editing

Fine art, oil paint medium

Industry focus is broad in nature (technical/creative) and work is commissioned on an as needed basis

Marketing Manager

Verizon Wireless-City Corporate, Naples, FL Jan 2009 – Oct 2011

Developed in-house marketing communications department; e-commerce (content writing, email marketing and website development); sales associate training and support literature; and, all visual communications in 69 stores

Emphasis in e-marketing practices through Constant Contact, Exact Target, Mail Chimp, and Mad Mimi services

Technical Writer and Illustrator

JBT- Aerotech Corporation, Orlando, FL Jun 2008 – Jan 2009

Responsible for the development of government mandated technical publications, including comprehensive operation and maintenance manuals and white papers for military and aviation engineering equipment with emphasis in research writing, engineering documentation, illustration, and technical visual communications

Contract Technical Writer/Illustrator

Electro-Motive Diesel (EMD) Corporation, McCook, IL Jan 2008 – Jun 2008

Collaborated with engineers, field service, SME’s, product managers and sales staff to develop communications

Developed operation manuals, service advisories, modernization requirements, retrofit instructions, A&E sheets, and an array of sales support literature

Manager Technical Literature and Translations, Global Engineering

A.O. Smith Corporation, WPC Jun 1996 – Jan 2008

Defined, standardized and streamlined the processes for developing and maintaining technical literature on am international platform

Created and developed over 5000 publications of multi-lingual, federally compliant, government mandated technical literature

Developed and implemented an international repository to efficiently manage all publications and revisions

Restructured translation protocol and saved 80,000 USD annually in the process

Over ten years of continuous growth developing engineering communications support staff

Chosen by A.O. Smith Corporation and DeLoitte & Touche Incorporated for best practices in engineering publication development and team management

Proven success combining global synergies to support the engineering department through two major acquisitions

Position required approximately 40% international/domestic travel

Initially hired as an Illustrator


Governors State University - University Park, IL

B.A. School of Interdisciplinary Studies - Communications and Psychology

Dean’s List Graduate - 2009


References available upon request.


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