Customer Service Freelance Writer

ANTHONY W. ROBINSON

***** *. ******* **. • Oakridge, OR 97463

541-***-**** • ********@*****.***

TRAINING / EDITING / CUSTOMER SUPPORT

Writer, editor, teacher, and customer support specialist with over 10 years experience in administrative office support, remote and face-to-face customer service, and writing, editing, and instruction in professional, volunteer, and academic settings. Confident and creative self-motivated worker focused on providing maximum results for clients, students, and colleagues. Collaborates well, helping and motivating others to achieve goals, tackle new challenges, and exceed customer expectations. Friendly, personable, with a knack for putting others at ease while aggressively pursuing solutions. A welcome addition to any team built on solid customer service, and efficient and creative problem-solving. Areas of expertise include: Training • Phone/E-mail Customer Service Creative and Technical Writing • Editing Curriculum Design and Development • Research • Proofreading • Problem Solving Employee Development • Presentations Community Outreach • Copy Writing Cross-Cultural Communications • Hiring • Scholarship Evaluation and Disbursement Shipping and Receiving • Product Development • Policies, Procedures, and Implementation PROFESSIONAL EXPERIENCE

FREELANCE WRITER & EDITOR, Eugene, Oregon • 2013 – 2020 Took on individual and group clients on a variety of projects. Specialized in editing and coaching Master's theses and PhD dissertations. Edited poetry and short fiction manuscripts from early stages to completion and publication. Contributed non-fiction essays to a number of pop-culture and literary publications. Published dozens of poems in a variety of print and literary journals. Founding editor of the poetry journal The Canary.

UNIVERSITY OF OREGON TRiO PROGRAM, Eugene, Oregon • 2006 – 2011 Federally funded program providing financial and academic support to college and university students from low-income, first-generation, and other under-represented populations to assist earning a first bachelor's degree, and offering additional support and mentoring for exceptional students interested in earning a PhD.

Instructor / Academic Adviser: As sole dedicated writing instructor for the Student Support Services branch of the UO TRiO program, providing group and one-on-one writing support for a population of approximately 400 university students working toward bachelor's degrees in their fields. Took daily appointments for individual instruction and writing and editing assistance. Participated in departmental and university-wide academic seminars. Taught several workshops per term in writing fundamentals, graduate school preparation, and general university readiness. Sat on year-round committee responsible for reviewing scholarship applications and disbursing funds to qualified students. Performed university and community outreach to publicize departmental services. Wrote and edited departmental directives and assisted in preparation of bi-annual grant.

Assisted, along with another TRiO staffer, supervision of undergraduate and graduate student tutors in the department's drop-in writing lab. Tutored individual students in subjects including philosophy, literature, sociology, political science, and Spanish. Designed curriculum for both one-day seminars and longer classes on a variety of topics. Worked with other university RESUME

departments to evaluate and assess writing support needs for a diverse student population consisting primarily of non-traditional college students, students with disabilities, low-income, and first-generation students. Sat on university-wide search and hiring committees, reviewing and interviewing applicants for administrative positions in various departments. Maintained close contact with the Office of Multicultural Student Affairs, Disability Services, and Non-traditional Student programs to ensure student needs were met.

● Evaluated applications and determined eligibility for disbursement of federal aid to over 200 students.

● Developed and implemented numerous one-day seminars on a variety of academic topics.

● Hand-picked by Department Head to design and develop from the ground up an intensive two-week “Writing Boot Camp” for incoming student athletes to prepare them for the rigors of college writing courses.

● Gave regular presentations to students and parents about TRiO programs and conferenced with individual students and parents to gauge their needs and determine how Student Support Services could best be of assistance.

● Instrumental in providing support to students in danger of failing to meet academic success standards, ensuring passing grades and continued progress toward a graduation goal.

● Drafted and edited departmental fliers, notices, and general correspondence to other departments and for public relations.

UNIVERSITY OF OREGON ATHLETIC DEPARTMENT • 2008

Support Services for Student Athletes is a branch of the UO Athletic Department committed to ensuring that student athletes maintain athletic eligibility. Provides tutoring and other structured support to help students achieve academic goals and maintain steady progress toward a degree. Tutor: Provided one-on-one weekly tutoring sessions for student athletes on a variety of subjects including English, Political Science, History, and Humanities.

● Chosen at the last minute to step in and provide additional support for an increased student athlete population. Picked because of my success in creating and teaching a summer “boot camp” writing class for incoming freshman athletes the previous year. UNIVERSITY OF OREGON • 1999 – 2006

GTF/Instructor: Taught composition, creative writing, and literature courses in the University of Oregon English Department as a Graduate Teaching Fellow and as an Instructor while pursuing graduate studies.

THE REGISTER-GUARD, Eugene, Oregon • 1999 – 2001

Daily newspaper serving Eugene, Springfield, and greater Lane County. Customer Service Specialist: Provided telephone customer service for the Circulation Department, handling complaints, requests, billing, and delivery starts and stops. Did outreach to existing and prospective customers. Dispatched trucks and coordinated drops and pick-ups, ensuring timely delivery each morning.

AARDVARK BOOKS • 1997 – 1999

Used and antique bookseller specializing in art and Judaica. Bookseller Assistant: Provided customer service, sorting and grading, and shipping and receiving for antiquarian bookseller. Dealt with customers over phone and email, maintained online database of used book inventory, and handled most shipping and receiving tasks. ALT.DOT.BOOKSTORE • 1996 – 1997

RESUME

Webmaster / Sales Assistant: Wrote and maintained web content for online bookstore. Provided email and phone customer service, stocking, and shipping and receiving. ADDITIONAL CAREER HISTORY

Served in the United States Navy from 1990 to 1994 as an administrative and legal assistant

(Yeoman). Attained rank of Petty Officer 2nd Class (E-5). Provided administrative support to an F/A-18 Strike Fighter Squadron with 18 pilots and approximately 200 support staff. Maintained all unit files, including classified and secret documents. Handled customer service and served as the

“public face” of the Navy in Lemoore, California, where the squadron was based. Personal administrative assistant to the Commanding Officer and Executive Officer. Typed and drafted correspondence and official directives. Served as legal clerk, processing administrative separations and non-judicial punishment. Honorably discharged. Earned National Defense Medal and Good Conduct Medal.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Arts in English Literature, cum laude, University of Oregon, 1999 Eugene, Oregon

Master of Arts in English Literature, University of Oregon, 2002 Eugene, Oregon

Certification as Adult Literacy Educator, Lane Literacy Council, 2004 Eugene, Oregon

PhD Coursework (ABD), University of Oregon, 2003 – 2006 Eugene, Oregon

RESUME

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