Suzanne Casamento

Creating engaging content for multiple clients, ranging from small businesses to Fortune 500 companies. Developing and writing everything from marketing content, Instructor-Led Training, virtual Instructor Led Training, interactive PDF's, and e-learning storyboards to video and podcast scripts.

Developed and wrote e-learning storyboards and audio scripts for a series of courses for the Newfoundland and Labrador Labour Board and New Brunswick Businesses. Other clients include CareGivers, Jordan's Education For Employment, and Pacific Gateway. Course topics vary: o Job Search Methods o Business Succession o Sales and Marketing o The LEAN Approach to Entrepreneurship o Caregiving o Diversifying Workforces o Essential Job Skills o Soft Skills

Developed, wrote, and facilitated Customer Delight soft skills Instructor-Led training for Intuit call center representatives. Objectives included: o Delighting customers o Creating repeat customers o Increasing NPS Developed, wrote, designed, and facilitated a customer call flow process Instructor-Led training for customer facing call center agents. Objectives included: o Identifying the root cause of the customer's issue o Setting expectations o Educating customers and reducing the need to call back Also created corresponding coaching materials and trained leaders to coach representatives to reinforce the call process and delight customers.

Developed, wrote, designed, and facilitated a four step, Instructor-Led, Customer Service Call Center training curriculum using the ADDIE model. Topics include: o Building Rapport o Active Listening o Dealing with Irate Customers o Service Recovery o Setting Expectations o Following Up Training employed auditory, visual, and kinesthetic learning techniques based on the Adult Learning Theory.

Developed, designed, and wrote an Instructor-Led Sales curriculum for History Maker Homes Including: o Instructor–Led and Participant Guides o Exercises and Role-Plays o Certification Tests

• Special projects writer and editor for V.P. of Training and Development. Work included sales, customer satisfaction, and construction content. • Worked with subject-matter experts to develop and write four monthly training modules, including coach-led and participant guides, process maps, and certification tests for a sales force of 1,200. o 90% average certification rate o Mystery Shop scores improved from 65.2%-78% • Developed and wrote a weekly motivational email/fax-blast distributed to over 1,200 salespeople. • Wrote copy for performance improvement and incentive programs such as sales contests.

• Key member of this Fortune 500 Company’s Corporate University team reporting to the Director of Training and Development. • Designed, wrote, and developed an 8-part series of 45-minute Web-based interactive training modules comprising the Company’s core sales training curriculum. o 7,000+ employee certifications during 2001 and 2002 o Company sales increased over 7% between 2001 and 2002 • Researched, wrote, and edited training textbooks and PowerPoint presentations for large-scale training seminars (150+ attendees) covering a wide range of business functions including Purchasing, Marketing, Sales, and Customer Service.

• Managed team of two artists and an additional writer. • Developed, wrote, and edited content for K - 12 educational website. o Collaborated with teachers to develop academic calendars, lesson plans, and interactive activities used in 300 schools nationwide. o Wrote feature articles concerning social, environmental, and health issues.

• Conceptualized, pitched and wrote articles for national, regional and local publications. Published regularly in: o Seventeen o New Jersey Country Roads Magazine o The Beverly Hills Courier