Customer Service Quality Assurance

KAREN P. SPENCE

*** ********* ******, ***. **

Cell: 617-***-**** Cambridge, MA 02141

Email: ****@*******.***

Dynamic service-oriented professional who uses creativity, leadership and teamwork to design and execute solutions that create customer value while providing quality service that leads to optimum client satisfaction

CORE COMPETENCIES

- Excellent organizational skills

- Strong analytical and problem-solving ability

- Outstanding client service expertise

- Superb research and writing skills

- Excellent communicator, both written and verbal

- Experienced working among diverse populations

ACCOMPLISHMENTS

MARKETING COMMUNICATIONS/DESIGN

• Spearheaded collateral rebranding initiative including a redesign of company website and print materials to clearly articulate product benefits and value to B2B clients (ScanLogic)

• Created division Web portal detailing competitive analysis, market research, product presentation and training information pertaining to division specific products adding an effective sales tool for field reps (Cypress Semiconductor)

• Authored and submitted press releases increasing exposure of company’s unique product that ultimately led to company acquisition (ScanLogic)

• Directed the development of a multiproduct print catalog (Cypress Semiconductor)

• Developed web and print collateral (Freelance, ScanLogic, Museum of Science, CDRC)

BUSINESS DEVELOPMENT

• Quadrupled world-wide manufacturer’s representatives developing ongoing partnerships that increased sales substantially (ScanLogic)

• Located and hired web usability expert who ultimately consulted to help improve museum’s main website and exhibits. Received award (Museum of Science)

• Instrumental in Start-up Company acquiring multimillion dollar deal with Microsoft’s Xbox (ScanLogic)

CLIENT SERVICES

• Substantially increased customer satisfaction for major accounts by implementing new procedure that saved high end clients from taking their business elsewhere (GTE Internetworking)

• Utilized exceptional technical and analytical skills to effectively manage an average of 15 complex configuration installations per day, implementing stringent processes while improving delivery efficiency (GTE Internetworking)

• Increased repeat business by 90%, implementing effective account management and retention strategies that ensured total quality assurance and doubled customer satisfaction ratings in just a few months (WebSecure).

PROJECT MANAGEMENT

• Increased organization’s completed projects from 10 to 25 in just one year(Community Design Resource Center of Boston)

• Contributed to the redesign of data and systems analysis tool, orchestrating complex improvement and research processes that improved accuracy in the measurement of usage-billing statistics (GTE Internetworking)

WORK HISTORY

COMMUNITY DESIGN RESOURCE CENTER OF BOSTON, Boston, MA 2008 – 2011

Nonprofit organization providing pro bono architectural, landscape, and urban planning design services

Project Director/Web and Graphic Designer

FREELANCE AND VOLUNTEER WORK, 2000 – Present (part-time and on own time)

Freelance–web & graphic design, e-communication, and event production services for cultural non-profits

MUSEUM OF SCIENCE, Boston, MA 2005 – 2006 (2 year grant)

Web Content Developer, Designer/Graphic Designer/Editor–NASA Grant-funded scientist/educator brokerage program

CITY OF SAN DIEGO, San Diego, California, 2002 – 2003 (9 month contract)

Web Redesign Consultant–Commission for Arts & Culture

SCANLOGIC CORP/CYPRESS SEMICONDUCTOR, Burlington, MA/San Diego, CA: 1999 - 2002

Marketing Communications Manager/Product Marketing Specialist – relocated to California after acquisition of ScanLogic

GTE INTERNETWORKING, Cambridge & Burlington, MA 1998 - 1999

Senior Project Administrator – Internal Process/Data Analysis

Implementation Coordinator – Web Hosting/Co-location Services, Data reporting

WEBSECURE, Saugus, MA 1997 – 1998 (ended due to company closing)

Customer Service Manager – Internet Connectivity Provider

INSTREAM CORP., Burlington MA (1995 - 1997)

Customer Service Associate/Database Administrator - Behavioral Healthcare software service start-up

EDUCATION

UNIVERSITY OF CALIFORNIA, San Diego, CA – Web Publishing Certificate

ACADEMY OF ART UNIVERSITY, San Francisco, CA – Some coursework in Computer Arts, New Media

UNIVERSITY OF MA , Lowell, MA, BLA – English and Legal Studies (Graduated Cum Laude)

COMPUTER LITERACY

PLATFORMS: Windows; MAC; Unix

LANGUAGES: (X)HTML, SQL, FTP, CSS

SOFTWARE: Adobe Creative Suite: Photoshop, Illustrator, InDesign, Dreamweaver, Acrobat; QuarkXpress; FrameMaker;Databases, MS: Office, Visio, Project; Act!; e-newsletter services using cloud apps (Constant Contact, PatronMail,etc.), Quicken; helpdesk software (Vantive HelpDesk, Tivoli, etc.), telnet, CGI, content management systems, cloudcustomer relationship management (CRM) systems (Salesforce.com; both admin and user) RentJuice (cloud system forthe real estate leasing industry); Web Analytics; Crystal Reports, Brio Enterprise, Lotus Applications; FilemakerPro, Multiple Listing Service (MLS), Lexis/Nexis, Social Media, Blogs, WordPress, RSS, Mobile Apps, Google Docs, etc.

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