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Client Service Representative Resume

Colorado Springs, CO

SOFTWARE SKILLS:

  • Adobe Framemaker, Adobe Creative Cloud (Acrobat Pro, Illustrator, Photoshop, Dreamweaver, Muse, Premier, InDesign, etc.)
  • Microsoft Office 365 (PowerPoint, Excel, Outlook, Visio Pro, Project Pro, Publisher)
  • Camtasia
  • SKYPE
  • SnagIt

WORK EXPERIENCE:

Confidential, Colorado Springs, CO

Client Service Representative

Responsibilities:

  • Respond to customer requests regarding billing, technical and general customer service inquiries.
  • Assist customers with wireless device configuration, setup, media connection or configuration, porting contact lists, photos, music and media from old to upgraded devices.
  • Maximize customer satisfaction through expanding their wireless experience by suggesting new products and applications to their benefit.
  • Identify, research, and resolve customer issues using the application software, initiate customer follow - up calls for inquires not completely resolved and maintain call logs and reports.

Confidential, San Jose, CA

New Products Networking Technical Publications Developer

Responsibilities:

  • Assessed documentation requirements through discussions with customers, software and hardware engineering, marketing, support personnel and field service for requirements and input.
  • Analyzed blueprints, schematics, CAD drawings, and specifications to ensure completeness and accuracy of final documentation.
  • Improved technical documentation through job and task analysis resulting in updates to documentation for procedural clarity.
  • Organized and wrote user guides, quick start guides, installation and procedure manuals, handouts, PowerPoint presentations, and technical order material.
  • Reviewed draft material with the customer base, revised material as requested to improve quality of content.
  • Coordinated graphics and drawings required for documentation with graphics personnel and produced final masters for reproduction.
  • Achieved 97% customer satisfaction rating on documentation quality surveys.

Confidential, Santa Clara, CA

Networking Technical Training Publications Developer and Writer

Responsibilities:

  • Developed technical documentation, materials, and procedures to train customers in hardware and software configuration and maintenance.
  • Conducted on-site training and documentation sessions for customer technicians throughout the US and Canada.
  • Achieved a 93% satisfaction feedback from customers on documentation surveys.

Confidential, Santa Clara, CA

Networking New Products Technical Writer

Responsibilities:

  • Interviewed subject matter experts (SMEs) and customer technicians to determine manual content requirements.
  • Constructed a lab providing hands-on technical hardware and software experience.
  • Conducted theoretical and practical applications of SynOptics networking hardware and software, including fiber optic, Ethernet, and twisted-pair networking using SynOptics concentrators for customer technicians.
  • Led a team of 12 writers and trainers, coordinating our new products documentation and training with sales skills and marketing requirements to insure the world-wide sales force was trained to meet sales goals and budgets.
  • 40% increase in Confidential networking hardware and software sales by concise documentation.
  • Prepared technical writers and training developer's budget to support multiple new products.
  • Designed a new Self-Paced documentation and training strategy for Small Systems New Products, allowing decentralization to local sites instead of requiring travel to headquarters.
  • Saved over $20 million dollars annually in travel, per diem, and lost productivity by decentralizing documentation and training to localized worldwide centers.
  • Analyzed entire existing documentation and curriculum producing a documentation/curriculum diagram, recommending where additional documentation and user guides were required.
  • Participated in Subject Matter Expert (SMEs), Marketing and Support team meetings and designed technical documentation for the new Graphic System product.
  • Collected acronyms, terminology and definitions that were new to the industry and standards definitions that was published as the DEC Dictionary of Terminology.

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