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customer service and call center Resume
Nancy
US-Washington-Bellevue/Redmond
10+ yrs
No
No
Technical Writer / Tester
Produce programs and create or author follow on courseware
Telecommuting is definite option
Will travel up to 25%
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d documentation
Author training presentations
Author product and service development processes
Author system use reference materials.
Manage communications delivery and distribution for Fleet and Airline Support Users
Manage Training Plan and assist in training Subject Matter Experts
Lead writer on team of contractors
Technical Writer - Freelance. 5/2003 ? 10/2004
Designed and wrote numerous instructional manuals, proposals and pamphlets for entrepreneur establishing a new business.
Executive Assistant 6/1998 ? 5/2003
SML Enterprises
Significant writing assignments including lengthy reports, instructional materials and presentations
Liaison with financial advisors, coordinate travel arrangements, scheduling and facilities issues.
Performed sales analysis and wordsmith results towards sales programs
Created reports from statistical analysis of sales volume by brand and by product
Wrote monthly sales and business reports geared towards creating new sales programs
Analyzed pricing and documented numerous historical data used to assess results in market
Drafted instructional documentation for use and maintenance of medical equipment
Technical Writer and Technical Project Administrator 7/2000 ? 8/2001
CNC Global Consulting contract at Pemco Financial Services
Coordinated document directories on network server
Wrote content for internal project office processes for intranet site
Created Project Office standard documents, templates, and reference materials
Developed Project Risk Management documents and maintain weekly reporting system
Reported Project Cost analysis using an Access download into Excel and then using macros and formulas
Supported Project Managers in tracking, scheduling, and otherwise managing technical projects
Planned and managed logistics of project management meetings, occasionally facilitating meetings
Marketing and Fundraising Coordinator, Take Charge
6/1998 - 2000
Managed corporate outreach fund development piece of annual fund raising events
Recruited students and coached / mentored existing and graduate students
Marketing Program Administrator 7/1997 - 6/1998
Crane - Interpoint, Inc.
Wrote project plans and procedures and develop strategic customer relations
Managed specification documentation for military parts
Wrote procedures and manage changes to procedures for communications flow
Wrote responses to customer requests for information and proposals for business processes
Liaison with defense customers and manage scheduling, changes, source inspections, and deliveries
Worked issue resolution with high level executives of customers such as Lockheed Martin, Raytheon, Boeing, HydroAire and other defense suppliers
Project Coordinator 1/1995 ? 7/1997
Contracts at AT&T Wireless, SpaceLabs Medical, Microsoft
Coordinated document directories on network server
Managed sales territory audit for medical supplier using Act!
Compiled sales training manual for medical supplier
Tested software training modules for Oracle Financials database
Project cost reconciliation, budget preparation, cost analysis, and inventory management
Territory Marketing Manager, Ethanol Division 2/1993 ? 12/1995
K&L Distributors, Inc
Managed product marketing research and break even analysis for product
Developed marketing program for 6 state territory
Quickly learned all about product and derivative usage, hazardous material handling, government regulations, and in-place systems ? interfacing with regulatory board representatives frequently
Developed customer database
Computer Software Application Proficiency
Highly skilled in MS products: Word, Excel, Outlook, Project, Publisher and Visio
Photoshop
HTML editing
EDUCATION
Bachelor of Arts, Hotel and Restaurant Management, Washington State University
(Specialized in marketing and accounting coursework)
CERTIFICATIONS
Technical Writing Certification, Bellevue Community College 2002
Basic and Master Certification, National Federation of NeuroLinguistic Psychology 2001
Training Specialist Certification, University of Washington Extension 1987
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