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An experienced Trainer, Curriculum Developer, and Technical Writer specializing in Customer Service, Time Management, Soft-skills, as well as customer supporting software, procedures, and policies. Able to see problems from each customer's unique perspective and address solutions from their viewpoint.

 Eager to partner with high-integrity organizations that seek and value customer advocacy and want to "raise the bar" in customer service excellence.

Work History

Dec 2013Present

Trainer - Guest Lecturer

Tech Learning Center
  • Lecturing and training on topics such as customer service, time management, job searching, autism awareness, and other subject matter.(Catalog available at
  • Creating instructor-led training for lecture, handouts, and e-learning content for web delivery.
Feb 2014Present

Technical Writer / Instructional Designer

  • Developed technical documentation and training content for special projects and initiatives.(Most recently partnered with Umpqua Bank, NW Natural, Xerox, Suncor, and Nike.)
  • Created step-by-step policy and process documentation for industry standard mortgage software.
  • Wrote over 250 regulatory compliance, personnel training, and knowledge base documents.
  • Organized material and completed writing assignments following industry guidelines.
  • Compiled, created and designed programs and training procedure manuals, guides, and course materials, such as handouts or visual materials to help workers learn, maintain or improve job skills.
  • Collaborated with engineers and subject matter experts to become familiar with processes and product technologies. Addressed gaps, updated documents, and adjusted curriculum as needed.
Aug 2008Aug 2013

Technical Writer / Help Editor / Content-Curriculum Developer

  • Wrote critical web copy for urgent customer communications regarding possible breaches in account security, sudden changes in internet privacy law, and launches of mobile account related apps. These articles were viewed by over one-million customers per month.
  • Led project to rewrite and reorganize all help content and email responses for several Yahoo! products. Result was a 15% increase in customer satisfaction, and 10% decrease in email volume.
  • Led initiative to migrate and translate article and email responses into the inQuira Knowledge Management System(KMS). Involved translation of approx. 2000 documents into 17 languages.
  • Authored and managed Help knowledge articles and responses for customers requiring email or chat support.
Sep 2006Aug 2008

Training Manager

Stream International
  • Supervised a team of 11 trainers and support staff to develop and deliver all training and staff planning to a contact center of 1200 agents representing 12 different clients.
  • Managed training and personnel budget. Designed a training/launch plan to ramp 400 agents to begin taking technical calls to support HP desktop hardware in eight weeks' time.The project plan became a model for future large ramp-ups.
  • Managed training budget to ensure team growth, improve training environment, and maximum return on investments.
Aug 2000Sep 2006

Senior Trainer

Stream International
  • Designed, prepared, and delivered course materials, teaching aids, skill evaluations, and final assessments for coursework covering topics from soft-skills, to hardware support, to networking support for high-profile computer hardware and software companies.
  • Developed world-wide training curriculum for Customer Service. Ultimately delivered to 30, 000 agents in 20 contact centers worldwide. Training delivered through classroom, train-the-trainer, video conferencing, webinars, lunch-break sessions, and Q&A.
  • Taught over 100 modules to senior leaders, managers, and prospective site leaders, as the site's certified trainer Franklin Covey disciplines and Achieve Global leadership courses.
  • Delivered curriculum to certify hiring managers to conduct Performance Based Interviews(PBI).
Jun 1999Aug 2000

Senior Team Manager

Stream International
  •  Managed phone agents and managers for 350 agents supporting computer hardware and software.
  • Led initiative to improve quality scores over a period of 6 months. Increased customer satisfaction by 35% and maintained increase for over a year.
Aug 1996Jun 1999

Technical Development Lead

Stream International
  • Supported operating system and networking hardware and software, via phone, email, and chat.
  • Created and compiled quick-reference resource materials for front-line agents. Increased team-wide efficiency and reduced call times by over one minute per call.

Education and Certifications

Oct 2013

Certified Technical Trainer (CTT+)


Industry Certification for Technical Trainers

Aug 1982Jun 1986

Portland State University

Communications, American History

Aug 2015

Competent Communicator

Toastmasters International
Aug 2001

Franklin Covey Certified Facilitator

Certified in What Matters Most, Seven Habits, Project Management, and Information Overload Disciplines