Rebecca Rowan Resume Technical Writer
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REBECCA ROWAN P.O. Box 643 • Isle of Palms, SC 29451 • [email protected] • (540) 219-0438 An excellent writer, editor and analyst with proven history of advancement. Enthusiastic learner grasps technical skills quickly; trained in web site design. Motivated self-starter works independently to meet deadlines and manages multiple projects simultaneously. A team player with excellent communication skills. Positive, friendly and flexible. Technical Writing
●
Document Creation
●
Customer Support
Core Competencies •
Editing
•
Writing
•
Analysis
• • •
Document Design
•
Synthesizing Ideas
Research Communication
•
Managing Projects
•
Customer Service
Summary of Qualifications
•
Excellent interpersonal and communications skills. Experienced writer, trained in technical writing and grant writing.
• •
Designer of user-friendly, eye-catching documents.
•
• •
Detail-oriented, saving companies time and money by finding and resolving discrepancies in complex written and quantitative reports. Technically skilled. Coursework in web design includes: Creating Web Pages, Achieving Top Search Engine Positions, Designing Effective Websites, Creating Web Graphics with Paint Shop Pro, Beginner and Intermediate HTML. Knowledge of popular web-based communication tools such as Blogspot and WordPress; experience writing for the web and editing web content.
Education B.A., History, University of Virginia, Charlottesville, Virginia Coursework in Web Design, Germanna Community College, Locust Grove, Virginia
2001 2004-2005
Professional Experience Freelance Writer and Editor, Isle of Palms, SC 8/08-Present Provide writing, editing and consulting services to clients and non-profit. Review clients’ business and personal writing to improve style, grammar and punctuation. Communicate editing needs and discuss subsequent revisions. Instruct clients through prompt written feedback and phone consultations; create educational material. Write and edit blog posts using Blogspot and WordPress. Write online how-to articles. •
Wrote and edited proposal resulting in $1,000 grant.
•
Consulted with client to write and edit correspondence addressing complex legal and
•
consumer affairs issues. Created form letters non-profit sent to BMW and Alcoa.
•
Improved client’s writing ability 50% within 5 months.
REBECCA ROWAN
●
[email protected]
•
(540) 219-0438
●
Page 2
Reporting and Analysis Manager, 1-800-Flowers.com, Madison, VA 9/07-6/08 Responsible for creating documents encompassing 5 sites and 11 brands for leading online retailer. Designed, developed and maintained reports in Excel analyzing performance of call center representatives and brands for largest department in company. Wrote and edited instructional guides.
•
Wrote, compiled and edited 50-page reporting guide, standardizing formatting and style to provide clear, step-by-step instructions for over 15 reports.
•
Wrote technical requirements document for system upgrade of web based program, consulting with program administrator to outline processes.
•
Created design and layout for complex spreadsheet tracking performance of a new affiliate marketing program for 2 brands; met with third-party marketing director to design report to her specifications, analyzed data, and produced report weekly to meet deadline.
• •
Produced detailed weekly report on brand performance for 4 related catalog brands, collaborated with database marketing and brand management to implement changes, ran report using Access query and simplified and updated a database of over 500 employees. Designed 80 comprehensive weekly performance reports on 1,000 call center employees across the Enterprise covering 8 brands; met and incorporated feedback of users, consulted with programmer on team to develop back-end Visual Basic coding, and reviewed and analyzed reports for discrepancies, making adjustments as necessary.
Work Force Management Coordinator, 1-800-Flowers.com, Madison, VA 10/06-9/07 Responsible for ensuring all inbound sales and service calls to call center were answered by representatives within the goal time frame by managing the call volume through company software and systems. Collaborated with team members to share tasks, strategize, and allocate responsibilities. Acted as the liaison between central operations and the local site to manage the workload and ensure productivity.
•
Reviewed daily trends and operations report, implementing real-time changes to direct 100+ agents’ efforts and meet company metrics.
•
Due to exceptional performance, team’s role was expanded to include another site and participate in virtual management pilot program.
• •
Trained and developed support staff to attain leadership roles in company. Created PowerPoint presentations on team’s quarterly performance and presented them to Sr. Vice President. Work History
Freelance Writer and Editor, Isle of Palms, SC 1-800-Flowers.com, Madison, VA Student, Web Design, Germanna Community College, Locust Grove, VA Reporter, Culpeper News, Culpeper, VA
2008 2005-2008 2004-2005 2002-2003 Computer Skills
Platforms: Widows Vista/XP Programs: Microsoft Office Suite 2003/2007, HTML Familiar with Photoshop, Paint Shop Pro, Dreamweaver, Adobe Acrobat, Windows Media, CSS, FTP
REBECCA ROWAN
●
[email protected]
•
(540) 219-0438
Professional Organizations Charleston Association of Grant Professionals
●
Page 3
●
Document Creation
●
Customer Support
Core Competencies •
Editing
•
Writing
•
Analysis
• • •
Document Design
•
Synthesizing Ideas
Research Communication
•
Managing Projects
•
Customer Service
Summary of Qualifications
•
Excellent interpersonal and communications skills. Experienced writer, trained in technical writing and grant writing.
• •
Designer of user-friendly, eye-catching documents.
•
• •
Detail-oriented, saving companies time and money by finding and resolving discrepancies in complex written and quantitative reports. Technically skilled. Coursework in web design includes: Creating Web Pages, Achieving Top Search Engine Positions, Designing Effective Websites, Creating Web Graphics with Paint Shop Pro, Beginner and Intermediate HTML. Knowledge of popular web-based communication tools such as Blogspot and WordPress; experience writing for the web and editing web content.
Education B.A., History, University of Virginia, Charlottesville, Virginia Coursework in Web Design, Germanna Community College, Locust Grove, Virginia
2001 2004-2005
Professional Experience Freelance Writer and Editor, Isle of Palms, SC 8/08-Present Provide writing, editing and consulting services to clients and non-profit. Review clients’ business and personal writing to improve style, grammar and punctuation. Communicate editing needs and discuss subsequent revisions. Instruct clients through prompt written feedback and phone consultations; create educational material. Write and edit blog posts using Blogspot and WordPress. Write online how-to articles. •
Wrote and edited proposal resulting in $1,000 grant.
•
Consulted with client to write and edit correspondence addressing complex legal and
•
consumer affairs issues. Created form letters non-profit sent to BMW and Alcoa.
•
Improved client’s writing ability 50% within 5 months.
REBECCA ROWAN
●
[email protected]
•
(540) 219-0438
●
Page 2
Reporting and Analysis Manager, 1-800-Flowers.com, Madison, VA 9/07-6/08 Responsible for creating documents encompassing 5 sites and 11 brands for leading online retailer. Designed, developed and maintained reports in Excel analyzing performance of call center representatives and brands for largest department in company. Wrote and edited instructional guides.
•
Wrote, compiled and edited 50-page reporting guide, standardizing formatting and style to provide clear, step-by-step instructions for over 15 reports.
•
Wrote technical requirements document for system upgrade of web based program, consulting with program administrator to outline processes.
•
Created design and layout for complex spreadsheet tracking performance of a new affiliate marketing program for 2 brands; met with third-party marketing director to design report to her specifications, analyzed data, and produced report weekly to meet deadline.
• •
Produced detailed weekly report on brand performance for 4 related catalog brands, collaborated with database marketing and brand management to implement changes, ran report using Access query and simplified and updated a database of over 500 employees. Designed 80 comprehensive weekly performance reports on 1,000 call center employees across the Enterprise covering 8 brands; met and incorporated feedback of users, consulted with programmer on team to develop back-end Visual Basic coding, and reviewed and analyzed reports for discrepancies, making adjustments as necessary.
Work Force Management Coordinator, 1-800-Flowers.com, Madison, VA 10/06-9/07 Responsible for ensuring all inbound sales and service calls to call center were answered by representatives within the goal time frame by managing the call volume through company software and systems. Collaborated with team members to share tasks, strategize, and allocate responsibilities. Acted as the liaison between central operations and the local site to manage the workload and ensure productivity.
•
Reviewed daily trends and operations report, implementing real-time changes to direct 100+ agents’ efforts and meet company metrics.
•
Due to exceptional performance, team’s role was expanded to include another site and participate in virtual management pilot program.
• •
Trained and developed support staff to attain leadership roles in company. Created PowerPoint presentations on team’s quarterly performance and presented them to Sr. Vice President. Work History
Freelance Writer and Editor, Isle of Palms, SC 1-800-Flowers.com, Madison, VA Student, Web Design, Germanna Community College, Locust Grove, VA Reporter, Culpeper News, Culpeper, VA
2008 2005-2008 2004-2005 2002-2003 Computer Skills
Platforms: Widows Vista/XP Programs: Microsoft Office Suite 2003/2007, HTML Familiar with Photoshop, Paint Shop Pro, Dreamweaver, Adobe Acrobat, Windows Media, CSS, FTP
REBECCA ROWAN
●
[email protected]
•
(540) 219-0438
Professional Organizations Charleston Association of Grant Professionals
●
Page 3
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