July, 2005 — July, 2010

Site Producer

August, 2008 — July, 2010

  • Proofread and edited all copy delivered to websites to ensure quality of brand, legal compliance, and search engine effectiveness with Microsoft Word and Worksite
  • Directed web content production for country or product launches
  • Recommended and delivered changes to code, mixed media, and copy to improve customer experience
  • Acted as the CMS administrator and SME assigning roles, permissions, and conducting training
  • Responsible for content production and user acceptance of two website redesigns
  • Responsible for content production and user acceptance of two website redesigns
  • Functioned as lead content manager in redesign overseeing liaisons in international offices and 3 temp employees

Call Center Training Specialist

May, 2008 — August, 2008

  • Wrote training materials in print and mixed media using Word, PowerPoint, and Visio
  • Trained representatives in English and Spanish
  • Developed personality profile analytics to screen call center staff and customize training materials & processes using Excel and Access
  • Trained a department of 70 representatives on 12 different subjects over a three-month period
  • Wrote a training manual for customer’s legal policies

Product Inquiries Coordinator

March, 2007 — May, 2008

  • Wrote Product FAQs and provided edits for existing web copy in ecommerce areas of the
  • Wrote and edited standard operating procedures for Call Center
  • Presented new website to Australian customers and acted as the face of IT for web defects
  • Designed, Developed, and maintained an internal website for managing all product information

Customer Service Floor Lead

May, 2006 — March, 2007

Customer Service Support Team

January, 2006 — May, 2007

Bilingual Customer Service Representative

July, 2005 — January, 2006