PERSONAL PROFILE

Highly motivated and creative technical writer with strong writing, editing, and instructional design experience.  Proven ability to work well under pressure and reach set deadlines.  Team player with ten years of experience achieving and surpassing corporate expectations with both the external and internal customer in mind.  Works well independently as well as in a group environment.

Recent accomplishments include web publishing of approximately 1,000 historic Black Abolitionists speeches and editorials (some including audio), web based training of nine library software trainers located throughout the US and Germany, seven training manuals for major financial institution, along with on-site training of banking representatives.

• Skilled user of technology:
• Web Development and Design: 
• software used: Macromedia (Dreamweaver, Fireworks), Adobe Acrobat, Photoshop, Netscape Composer
• Word Processing and Presentations:
• software used: Microsoft (Word, Excel, Powerpoint)

• Effective communicator and team player.  Polished telephone, interpersonal, and writing skills.  Energetic, patient, diplomatic. 

Analyze and determine educational needs for university faculty with a focus on Blackboard course tool; design course sites as required; provide instruction to faculty and students on educational and related software; conduct follow-up evaluation on the effectiveness of course development and training.

Compile, type, scan, and format for web publication speeches given by black Abolitionists in the early 1800s.  Web documentation of original speeches published in black newspapers and now held in historic archive.

Paid internship associated with Electronic Critique degree plan.  Worked independently to develop training materials for new product initiative (Easy Ask search engine).  Created two training manuals (one for users, one for administrators), a quick reference guide for trainers.  Conducted live web training session for nine product trainers located across the US and Germany. 

Working in a team of three students, developed and created a web site for the Languages Department at the University of Detroit, Mercy.  The site contains new student information, as well as class schedules and staff contact information.  Development included graphics and layout as specified by the department. (http://liberalarts.udmercy.edu/~languages/ )(site updated by departmental staff since spring 2002)

Worked closely with Business Developers to create six training manuals for newly hired representatives from all areas of the business.  Manuals were published in company’s Intranet for self-directed training, and training in other states.  Assisted in on-site training as required. 

• Developed and published training manual for Salomon Smith Barney telephone representatives. 

• Developed and published training manual for Retirement Plans back office and telephone representatives at my own initiative.  Later this included a separate manual for branch representatives. 

• Developed and published several branch training manuals for various branch procedures.

Created, edited, updated online database (System of Knowledge) for telephone representatives.  For three months, headed project to convert and standardize branch online procedures to provide consistent information across banking markets.  Promoted to Bank Officer in 1998.

Promoted from telephone representative to Tax Shelter Specialist after two years.  Promoted to Verifier in Tax Shelter Center after a year.  Verified and proofed work of eight staff members for retirement plan corrections and legal compliance.  Created new customer communication letters to be used as templates for other staff.  Proofed and edited correspondence and other written materials as required. 

Promoted from telephone representative to newly created Quality Assurance Department after six months.  Established this department, set up filing system, job responsibilities and workflow.  Assisted in writing job description for this department.  Hired an assistant after six months.  Assisted in writing, publishing and promoting training manual for telephone representatives.  Promoted to Customer Service Associate in 1987.  Created, edited, updated, and distributed seven training manuals (“Rainbow Manuals”) to Motor Inn Staff in over 200 inns across the country. 

• Bachelor of Arts Degree in Media Studies --  University of Detroit Mercy, Detroit, Michigan 
• 30 hours completed towards Associate Degree in Banking from San Antonio College, San Antonio, Texas 
• Instructional Design certification received from Citicorp, Data Systems, Inc. 1998 

• Literacy volunteer for Sarah King Elementary School (1997-1998) and  Colonial Hills Elementary School (1999), San Antonio, Texas 
• Web page creation and other computer-related activities 

Renee Smith, Senior Vice President, 
Citicorp Training Department
100 Citibank Drive
San Antonio, TX  78245
Email: Renee.Smith@Citicorp.com

Michael DeHoyos, Assistant Vice President
Citicorp Training Department
100 Citibank Drive
San Antonio, TX  78245
Email: Michael.DeHoyos@Citicorp.com

Joann LaValley, Assistant Vice President
Citicorp Retirement Plan Services
100 Citibank Drive
San Antonio, TX  78245
Email: Joann.LaValley@Citicorp.com
 
Professor Marcel O'Gorman
Director, Electronic Critique Program
University of Detroit Mercy
4001 W. McNichols Rd.
Detroit, MI  48219
(313) 993-2009
Email: Marcel@e-crit.com