Customer Service Representative

Shaun O'Brien

**** * **** ****** - ****, AZ ***65

*****.*.**********@*****.*** - 928-***-****

Experience Summary

• Writing, editing and revising technical documents

• Knowledge of format and function of Technical Manuals, SOPs, style guides, Detailed Test Plans, and spreadsheets from frequent use during equipment testing.

• Well versed in editing and proofreading written materials; most recently as Test Incident Report Coordinator for Trax International Test Services.

• Strong technical command of the English language; familiarity with most writing styles and formatting of technical materials in respect to company guidelines and standards.

• Competent researcher, interviewer, and reporter with a strong emphasis on seeking out details and trained to produce the best overall written product.

• Microsoft Office Suite (Word, Excel, and PowerPoint) experience

• Adobe Photoshop CS5 experience

• Security Clearance

• Type 45 WPM

Education

• Associate of Arts in General Studies - Arizona Western College, Yuma, AZ (2007)

• AGEC-A in General Studies- Arizona Western College, Yuma, AZ (2007)

Work Experience

Engineering Technician, TIR Coordinator - Trax International, Yuma, AZ

(February 2007 -- Present)

• Edit, rewrite, and proofread technical documents generated from testing on military equipment; Reports written and reviewed against the Army style guide.

• Adhere to the strict time deadline for report’s submission for multiple projects.

• Coordinate with all test personnel to ensure accuracy of recorded test data.

• Revise released documents to update information and maintain accuracy.

• Oversea and monitor the ongoing testing of several active equipment tests and their reports.

• Administer training to data acquisition personnel on the process of drafting reports, report timeliness, and details in component logs.

• Record and document test specific data on equipment testing; record data in an equipment component log for the purpose of generating Test Incident Reports.

• Write the initial draft of Test Incident Reports for coordinator review.

• Write reports in accordance with the Army and Yuma Test Center style guidelines.

• Coordinate with test personnel and report coordinators to ensure report timeliness and mission success.

Customer Service Representative – Spherion, Yuma, AZ

(November 2004 – July 2007)

• Edit Answer inbound phone calls for an Arizona electric utility company.

• Assist customers with issues related to billing and credit arrangements.

• Assist co-workers with troubleshooting as a senior representative.

• Perform customer turn-off, transfer of service, and shut-off requests.

• Provide information to customers related to power outages, office locations, payment methods, and general questions related to electrical usage.

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