Customer Service Technical Writer

BRIAN THOMPSON

**** ***** ***** · Bethlehem, PA · 610-***-****

*****.********@***.***

I have proven success in organizing, developing, editing, and writing content and communications that engages readers and builds Interest in the brand. My approach is very detail-oriented, perceptive and systematic in reviewing text and updating content. My skills include promotional, customer relations and analytical writing and editing abilities along with critical thinking, multitasking, leadership, and problem solving.

EXPERIENCE

MAY 2019 - PRESENT

OWNER / OPERATOR, bh cARDS AND COLLECTIBLES

Creating daily sales posts and communications across multiple social medial platforms, eBay, and Craigslist.

Shipping purchased products multiple times weekly.

Providing world class customer service and communication with clients and potential clients as needed.

AUGUST 2012 – MAY 2019

CONTENT OWNER / WRITER/EDITOR I, T-Mobile US

Gathered complex info from SMEs, and created documents that could be read at the 5th grade level.

Drafted, published, and maintained over 1,200 rep-facing step-action

documents

Drafted and sent communications company wide.

Moderated blogs for multiple lines of business.

Conducted weekly conference calls to review content with business partners.

DECEMBER 2011 – AUGUST 2012

ONLINE COMMUNITY SPECIALIST (OCS), T-Mobile US

Responded to representative questions posted via blog format for over 150

topic areas.

Assisted in creating and maintaining representative-facing documents and communications.

MAY 2005 – DECEMBER 2011

TRAINER I CS, T-Mobile US

Conducted over 100 customer service/technical support new hire and

continuing education training classes.

Assisted in developing curriculum, web-based trainings, and content for

the technical support skillset.

Received T-Mobile Allentown Trainer of the Year award in 2009.

EDUCATION

NOVEMBER 2016

MANAGING CONENT CERIFICATION, Northwestern University

I received this certification as part of Content Strategy for Professionals via coursera.org.

AUGUST 2006

TRAINER CERTIFICATION, T-Mobile trainer university

I completed this course in Colorado Springs, CO.

JUNE 1997

HIGH SCHOOL DIPLOMA, liberty high school, bethlehem, pa

SKILLS

Content Management

Customer Service

Technical Support

Adobe Acrobat

People Management

SEO basics

Grammar skills

MS Office suite

Content strategy and development

Copyediting and proofreading

Self-motivated

Thrives under pressure

Team player

Deadline-driven

Adaptable

Strong communication skills

ACTIVITIES

Father of one son.

Contributor on many fishing, music, and sports blogs.

Avid fisherman and golfer.

Philly sports fanatic.

Fantasy sports enthusiast.

Enjoy reading and learning new skills.

Rock art and vinyl collector.

REFERENCES

Available upon request.

Contact this candidate