Dawn Clement
5236 E Harvest Lane
Fresno, CA  93725
 [Send email to request phone number] 60-0835
idioskosmos@gmail.com
 

WORK HISTORY

		Independent Mystery Shopper				6/01/06 – Present
·	Independent Contractor for various Mystery Shopping Companies 

Freelance Writer                                                                
          1/01/04 – Present
·	Feature article writer for Computor Edge magazine.
·	Columnist for Computor Edge magazine.

Project Manager, McMillan Consulting                                     9/25/06
– 4/1/07
·	Designed and set up IVR system.
·	Implemented data migration to new CRM program, Connectwise.  
·	Created training materials and user manuals for new CRM program.
·	Implemented training for new CRM program and IVR system.

		Tier 2 Technical Support Representative, Cox Communications 11/01/01-04/30/03
·	Provided high quality Technical support to Cox HSI Customers.
·	Excelled in Customer Service and Satisfaction  (Reached 10,000 WOW points.)
·	Assigned as a Tier 2.5 Assist to provide assistance to the NOC
·	Assigned as a Lead Assist to provide assistance to fellow TSR’s.
·	Chosen to mentor new TSR’s.
·	Completed Legendary Customer Care training.
	
			Tier 1 Technical Support Representative, Cox Communications           
01/05/00-11/01/01
·	Chosen to participated in Support.com pilot, 
·	Contributed to implementation of Cox Remedy 
·	Provided input and implementation advice for new NetStatus.
·	Cross-trained in Telephony
·	Assigned as a Lead Assist to provided assistance to fellow TSR’s.
·	Contributed to the @Home Knowledgebase and to Tech Tips.
·	Chosen to mentor new TSR’s.
	
	Technical Support Representative, Verant Interactive 		      1999 - 2000
	(Temporary Employee, Interim Personnel)
·	Provided clear and concise email support for 500 customers per day.
·	Processed 25 customers’ applications per day.

Computer Game Operator, Virtual World Entertainment	                      1995 -
1996
·      Operated and trouble shot complicated Computer Server System.
·	Greeted and educated customers on use of Complicated Electronic Simulators.
·	Provided superior customer service, education and entertainment.
	
	Graduate Assistant, San Diego State University                                 
                        1993
·	Attended freshman level Ethics course in addition to my own coursework.
·	Maintained regular office hours to address student questions.
·	Administered tests in the Professors absence.
·	Graded term papers and tests for the Professor.
·	Served as President of the SDSU Philosophy Club.
	
	Assistant Manager, Guild Theatre (Landmark Theatre Corp.)                      
1992 - 1993
·	Supervised 12 people in teams of 4-5 that operated and maintained local
cinema. 
·	Coordinated with the Manager to train new employees and create work
schedules.
·	Responsible for daily and weekly cash balance sheets and inventory control.
·	Operated and maintained projection equipment.

Head Usher, Hillcrest Cinema (Landmark Theatre Corp.)                           
1991 - 1992
·	Supervised 30 people in teams of 3-6 that maintained local cinema.