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Kara Marie Leibrand 1338 The Alameda, Apt. #401 San Jose, CA 95126 Home: 408.279.6668 Cell: 408.439.2682 Email: kosmic@netdojo.com Creative, Internet-savvy hard-worker seeks challenging career in the
Non-Technical Skills:
Production Team Supervisor, 3/01 to 8/01
Increased the growth and quality of Nextron's Web site production department though rigorous interviewing, hiring, placement and training processes and managed a team of up to 20 direct reports. Helped learn and implement ACD phone system and software for the Customer Service reps. Assisted to develop program overviews, training materials, production and support processes. Also help to trouble-shoot technical issues, brainstorm and design database flow, tasking, and reports, and create new Web page templates and site styles for Phase 4. Recommended and helped create the Partner Support Group within the department, specializing in efficient email contact and assistance with account status, pending issues, cancellations, suspensions, deletions, escalations, daily reports, etc. Helped implement many group additional "technical" training sessions, with such topics as basic HTML, servers and domains, networks and internet, Photoshop tips and techniques, etc. Customer Service Supervisor, 10/99 to 4/01
Acted as the main point of contact for all clients regarding Web sites issues, monitored all inbound and outbound customer service phone calls, analyzed phone reports, processed and reported on site status, trouble-shot and helped process domain names. Provided support for the beta e-commerce program and general Phase 4 support. Supervised and trained the customer service department and clients on Phase 4, web templates, graphics, Internet, technical issues, etc. Also worked with Program Management group to help streamline and document internal and external processes including program overviews and enhancement request quotes. Quality Assurance Supervisor, 2/99 to 10/99
Supervised fulfillment group in charge of Web site design and development, including graphic art layout and design, image manipulation and creation, HTML coding, etc. Also created, edited, and proof-read copy, and provided quality assurance for Web sites and online documentation. Aided in some technical writing to help develop and create procedural manuals. Also, provided account management, quality control, and client liaison between web development department and various high-volume clients. Web Developer, 2/98 to 2/99
Designed, created, and developed small- to medium-sized Web sites utilizing Nextron's proprietary Phase 4 template tool and also using raw HTML code. Scanned and manipulated all graphics for web-ready quality, in addition to creating logos and graphics from scratch using graphics software, such as PhotoShop. Office Assistant/Webmaster, 10/93 to 1/98
Performed filing, light bookkeeping, data entry, phones and other administrative duties, as well as Web site design and management, and technical/customer support. Determined, designed, placed, and tracked advertising in print, television, direct mail and the Internet. Designed and monitored audio text/voice mail applications. Resident Assistant, 8/92 to 9/93
Tended to fast-paced dining room and kitchen duties of upscale retirement home. Often acted in supervisory capacity as shift leader. (Held many other part-time and full-time customer service jobs during college, such as waiting tables, retail sales, etc.) Education: Bachelor's Degree in Psychology, University of California, Santa Cruz, CA Various computer and Internet classes, Cabrillo College, Aptos, CA
References available upon request |