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winterville, united states
It's currently 10:40 PM here
Joined May 6, 2022
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Kathleen C.
@kacruz50
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winterville, united states
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Writer, editor, proofreader, tutor.
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Experience
Team Manager
Jul 2011 - Oct 2014 (3 years, 3 months)
Tier I technical support representative promoted to Tier II, Team Lead, Team Manager. As Team Manager, led a group of technical support representatives in a call center environment. Responsible for achieving productivity, attendance, retention goals, technical expertise, and metrics through one-on-one counseling, training, mentoring, and personalized career development coaching.
Consultant/contract Technical Support Professional, Writer/Editor (including Web content)
Jun 1988 - Jul 2011 (23 years, 1 month)
PC Technical customer service, support, training, and mentoring (hardware, software, Internet connectivity, and networking). Original documentation development, rewrites and editing for various audiences including association members, educators, consumers, computer programmers, hardware architects, systems design professionals, installation/implementation professionals, retail customers, and end users. (WordPress blogging platform, website development/maintenance).
Director of Development
Jul 1998 - Dec 2001 (3 years, 5 months)
Corporate and individual donor development and relations, annual fund drive direction/administration, database design and administration, staff recruiting and training (including volunteer recruitment and supervision of adults and youth ages 5 through 18), promotional writing/presentation (newsletters, donor letters, annual fund drive materials, marketing and publicity materials), donor base "nurturing”. Increased net auction proceeds over 40% in 2-year period.
Education
Psychology/English
(4 years)
Publications
Font-Definition Utility
IBM Corporation
IBM Confidential Internal-Use-Only research report on a font-definition utility for a proprietary leading edge printer.
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