HTML Resume

Education

York University

Honours degree -- Double Major in English Literature /Mass Communications, completed April 1998

Orillia District C.V.I

Completed Honours Secondary Diploma, January 1992.

Achievements & Awards

<UL>

<LI>Named to York University Faculty of Arts Academic Achievement list 1994-95, 1995-96, 1996-97, 1997-98

<LI>Received York University Dean's Discretionary Scholarship for Achievement 1996 (for 1994-95 session results).

<LI>Nominated for York University English Department Essay Prize, Fall/ Winter 1996-97 session.

<LI>Received Continuing Student's Scholarship for 1997-98 session

</UL>

Other Training & Skills

Computing

<UL>

<LI>Broadly experienced in PC and Macintosh computing, including hardware and software setup and troubleshooting, client configuration for most common client / server network environments.

<LI>Experienced in MS Office applications (primarily Word, PowerPoint, FrontPage) and word processing in WordPerfect on both Macintosh and Windows platforms.

<LI>Experienced with Internet technologies, including configuring various client applications and undertaking basic troubleshooting in Windows, Mac and Unix environments; experienced in instructing new users in basics ofnetwork use.

<LI>Experienced at basic / intermediate level graphics and layout in several applications environments including Quark XPress, Aldus FreeHand, Adobe PhotoShop and PageMaker.

<LI> Intermediate level HTML, plus basic JavaScript / DHTML experience.

</UL>

Communications

<UL>

<LI>Training in studio audio / video production (York University Center for Film and Video; Kensington Studio's 'Sounds' seminar).

<LI>Facility with various types of professional and consumer A/V equipment, including computer presentation equipment.

<LI>Consistent and thorough writing / editing and oral presentation skills.

</UL>

General

<UL>

<LI>Type 40 words per minute.

<LI>Long-time involvement with creative enterprise community

<LI>Facility in concepts and production processes in music, multimedia, graphic art and design, publishing, theatre and film.

</UL>

Employment History

Team Manager - Customer Services,

Nov 2000 to the present

<UL>

<LI>Supervise / manage small permanent staff of user support / service representatives, plus additional staff assigned to intersecting / overlapping and/ or special administrative projects.

<LI>Strive to ensure and facilitate flow of feedback regarding user acceptance, quality assurance issues to web site and software design / administration staff.

<LI>Analyze and report on trends in user needs and inquiries, make recommendations regarding ease of use.

<LI>Monitor site problems and network with technical staff to ensure rapid corrections or improvements.

<LI>Develop and implement customer service and support procedures and processes.

</UL>

Customer Service Representative,

May 2000 to Nov 2000

<UL>

<LI>Provided information and assistance / web site user support to internal and external customers of a prominent and innovative on-line recruiting solution provider.

<LI>Managed special and general administrative projects.

</UL>

Telephone & Correspondence Customer Service Representative

March 1999 - April 2000

<UL>

<LI>Call center position for major North American Automotive manufacturer

<LI>Responded to letters and survey returns from private & commercial light duty vehicle owners in the U.S.

<LI>Answered public queries about company policies

<LI>Advised customers about automotive products and incentive plans, vehicle status records, and warranty/ service plan coverage

<LI>Worked with dealership technical / managerial staff to meet customer repair needs including handling requests for emergency travel assistance, after warranty adjustment, and dispute settlement programs.

</UL>

Priority Section Consumer Liaison in SPECIAL PROJECT launch

May 1999 - August 2000

<UL>

<LI>Assigned to launch of executive / priority referral unit of Ford Customer Assistance Center operations in May 1999

<LI>Involved networking with Dearborn, Michigan based Special Liaison office (media / public relations) of Ford Motors in handling sensitive or escalated customer cases on behalf of Ford executives.

<LI>Conducted in-depth research

<LI>Managed internal and external contacts and independent follow up

<LI>Participated in negotiation and conflict resolution

<LI>Managed documentation and fulfillment of all customer commitments through Ford's dealership network.

</UL>

Public & Media Relations Assistant (Internship position)

January to May 1998

<UL>

<LI>Worked with public relations committee on promotional projects, including Canadian Music Week 1998, and an independent membership showcase performance.

<LI>Wrote and edited copy for brochures, press releases, and advertising

<LI>Managed a large contact database.

<LI>Assisted with graphics and pre-press work for promotional materials

<LI>Managed telephone, fax and e-mail contacts for event organization.

</UL>

Research Writer - Corporate Web Site (Internship position)

September to December 1997

<UL>

<LI>Developed digital telephony, Internet client applications and commercial web resources from the Toronto office of a small Hong Kong-based software enterprise.

<LI>Compiled marketing information and contacts for management

<LI>Developing online help resources for clients and assembled information into company website/intranet online database.

</UL>

Production, Promotions & Event management

December 1993to October 1994

<UL>

<LI>Co-managed production and promotion of an independent compilation CD project (l"Tigerlily").

<LI>Handled block purchase and scheduling of studio time, and arranging disc manufacture.

<LI>Organized promotional events, wrote P.R. copy, networked with radio and print media contacts

<LI>Serviced product to domestic rack-jobbers, export distributors, and retail outlets across Canada.

</UL>

Additional employment history listings, contact information, and personal references available on request.

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