Barbara Lynn Glazeski

Barbara Lynn Glazeski www.linkedin.com/in/BLGlazeski | - |- Experience OWNER/OPERATOR | QUASITA PUBLISHING AND CONSULTING | OCTOBER 2008-PRESENT · Manage all client communications, including project details, quotes, monetary negotiations and other things as necessary. · Handle all monetary needs, including ledgers and payment sent to independent contractors. · As needed, provided management of personnel by hiring independent contractors and coordinating project needs to accomplish client deadlines. · Provide services in a multi-disciplinary capacity, including the following: writing, editing, publication preparation/publishing, IVR consultation, subtitle creation for professional presentation, voice-over and voice talent services, social media interaction, VUI design and consultation, etc. CONSULTANT | MODIS | OCTOBER 2018 - PRESENT · Data Specialist | PayPal | October 2018 – January 2019 o Providing specialized attention to data management projects for multiple teams at PayPal o Projects include: Partner account management, Integration review and evaluation, project ideation and UX development, etc. CREATIVE WRITER – UX DESIGN | WEST CORPORATION | NOVEMBER 2015-MAY 2018 · Collect, interpret and implement client requests to create VUI designs to represent User Experience within the context of Interactive Voice Response (IVR), SMS, and multi-modal design. · Utilize Functional Specification Documents (FSD) to design to client needs. Facilitate client communications to develop a seamless user experience. · Working within an Agile environment to accomplish software development to deadline, on release schedules; able to conduct independent project management. Provide cross-training and new hire assistance. · Specializing in UX design regarding pharmacy, grocery, insurance, travel and many other industries ad hoc. o Currently the solo dedicated UX designer for one of the nation’s largest pharmacy chains. o Responsible for unique designs of SMS survey, MO handler specification documents, and modular IVR design. o Have designed for both Voice and SMS interactions, developing chatbot skills (including basic coding skills), familiar with Natural Language concepts and basics of implementation. Can provide assistance with tuning and data interpretation. o Have participated in voice talent coaching; have also provided voice talent services as needed. Barbara Lynn Glazeski Experience (cont.) INTERACTIVE SERVICES SUPPORT SPECIALIST | WEST CORPORATION | JUNE 2014NOVEMBER 2015 · Manage overnight client communications, including the review of reporting, process logs, SMS transmission reports and incident management. · Serve as the first point of contact for client-initiated requests. · Provide Level 1 technical support and intervention, including emergency response messaging services and file maintenance for a major cable services provider. CLAIMS ADJUSTMENT SPECIALIST | HDM CORP | JULY 2013-APRIL 2014 CONTRACT ANALYST | LINCOLN FINANCIAL GROUP | OCTOBER 2008-JANUARY 2013 o Contract Analyst, June 2012-January 2013 o Senior Enrollments Specialist, June 2011-June 2012 o Enrollments Specialist, October 2008-June 2011 ASSISTANT SCANNING MANAGER | BAKER’S (KROGER) | JUNE 2006-OCTOBER 2008 ESL EDUCATOR | METROPOLITAN COMMUNITY COLLEGE | JANUARY 2006-DECEMBER 2006 Education BACHELOR OF ARTS | UNIVERSITY OF NEBRASKA-LINCOLN · Major: Ethnic, Cultural, and Gender Literature (English), Minor: Psychology · Related coursework: Business and Professional Communications, Social Psychology, Creative Writing, Personal Essay, Place Conscious Writing, multiple culturally-specific literature courses Skills & Abilities SOFTWARE SKILLS: · · · · · Visio 2010, 2013 Microsoft Office – Word, Excel, PowerPoint, Access, Outlook LibreOffice & OpenOffice Work management systems – Lotus Notes, AWD, AS400 Operating Systems: Windows 98/XP/2007/8/10, Linux Mint MANAGEMENT · Project management for Quasita Publishing and Consulting, West Corporation, Lincoln Financial Group · Employee management for Kroger, University of Nebraska-Lincoln · Team management for Lincoln Financial Group, West Corporation CERTIFICATIONS/SPECIALIZED TRAINING · HIPAA and PHI Handling, certified annually · CPNI and GPDR Trained/Certified, West Corporation 2018 LEADERSHIP · Co-leader, West Pride Alliance (LGBTQ Employee Resource Group), West Corporation -) · Street Team promoter/volunteer, Maha Music Festival, Omaha, NE (2014-present) · Founder, Support Group Leader and Patient Advocate, SPADE (est. 2018) Page 2