1. Jason Wilkins108-10 EdmontonStreet
Winnipeg, Manitoba, Canada
R3C 1P7
204.291.9478
horizonlinecreations@gmail.com
Objective
I’dlike tofindemploymentinafun,fast-pacedenvironmentthattakesadvantage of my
provenleadershipskillsandmydedicationtoqualitycommunications.Asatechnical
communicatorand dedicated storyteller,Ihave a deepappreciationforthe powerof
wordsto botheducate and entertain.Iamopento relocationorworkingremotely for
the right employer.
Qualifications
I have a diverse backgroundacrossmultiplesectors,withextensive experience asa
journeymancook,call centre supervisor,andcontent writerandeditor.
 Highlyproficientinthe use of MS Office,includingWord,Excel,andPowerPoint.
 Basic proficiencyin the use of MS Project.
 Basic proficiencywith HTML5and CSS3 principles.
 Intermediate-level understandingof single-sourcingsoftware MadCapFlare and
Capture.
 Proficientinthe use of WordPresstouploadtextandimagestowebsites.
 Proficientinthe creationof technical documentation,includingmanuals,user’s
guides,andproductdescriptions.
 Proficientinthe creationof well-positionedwebcontent,includingreviews,blogs,
columns,andinterviews,usingSEOtechniquesandstrategies.
 Proficientinthe developmentof policyandprocedure manualsandmonitorforms,
includingtesting,review,andinternal publication.
 Deepunderstandingof the importance of meetingtime-sensitive deadlines.I
possess arefined sense of urgency andknow how toprioritize tasks.
 Provenleadershipskills,includingteam-building,mentoring,andcoaching.
Experience: Technical Writing and Management
2016 Technical Writer,The Dufresne Group (Contract)
 Createdandpublisheddetailedemploymentproceduresforthe The Dufresne
Group’s(TDG) GuestResponse Team(contactcentre) andSupplyChain
departments.
 Editedandreformattedthe jobspecifictraining(JST) modulesforall departmentsof
TDG and itspartnerbrands,usingMadCap Flare and Capture,andMS Word.

2.  Createdandpublishedprintjobaids,includingworkbooksandchecklists,using
MadCap Flare and Capture,foruse ina trainingcapacity.
 Editedandrewrote the TalentAcquisitionSpecialistmanual,buildingprocedure-
baseddocumentationfromanarrative-basedworkingdraft.
 CollaboratedwithSMEsininterviews,meetings,andjobshadowingappointments
to receive instructionandgatherresearchforthe creationof job specific
procedures.
 Learnedthe basicadministrativefunctionsof the company’sonlinelearning
program ePath,allowingme tocoverfor the online learningspecialist,whenhe was
absent.My responsibilitiesincludedresettingpasswordsandcourse registrationfor
newand existingstudents.
 BuiltbasicjobtrainingmatricesinExcel to assistthe directorof Performance Centre
and trainersintrackingemployeedevelopment.
2014-2015 Team Lead/RRSP Loan Supervisor,Investors Group
 Leda dedicatedteamof RRSPloanapplicationprocessorsandbackoffice
administrators.Dailydutiesincludedcoaching,dailyproductivityreports,and
discipline.
 Workedwiththe consultantnetworktoovercome applicationerrorsfortheir
clients.
 WorkedwithmycolleaguesinMontreal tocoordinate the timelyprocessingof RRSP
loanapplicationsacrosstwooffices.
 Communicatedwiththe company’sbankingpartnerstoresolve application
processingerrors,resultingfromtheirPOSsoftware.
 Coordinatedthe acquisitionof temporaryemployeeswithemploymentrecruiter
Pinnacle.
2008-2014 Quality Assurance Team Supervisor,E-Care Contact Centers
 Builtandled a team of all-starqualityassurance specialistsdedicatedtovarious
monitoring,processing,andadministrative duties.
 Instrumental inthe development,testing,andimplementationof new call centre
monitorformsandmanualsfor agentsandcollectors.
 Oversawthe implementationof EFTtransactioncapabilities,includingrelevant
manuals,andservedaspointof contact withthe company’sbankingpartners.
 Instrumental inthe overhaul of the call centre trackingsystem, movingfrom
manuallytrackedExcel spreadsheetstoautomatedtracking,leveragingin-house
software.
 Attendedcompany-sponsoredleadershipuniversity,graduating atthe topof the
class.
 WorkedwithTrainingandDevelopmenttoprovide coachingandmentoringtonew
teamsupervisors,withspecificfocusoncoachingtechniquesandwritten
communications.
 Performedcomplaintsauditsonall collectorsflaggedformajorcompliance issues.
2007 CustomerRelations Team Supervisor,E-Care Contact Centers

3.  Supervisedateamof customerrelationsrepresentative,whohandledescalated
callsfrompaydayloan customers.Dailydutiesincludedscheduling,hiring,coaching,
and discipline.
 Workedinconjunctionwithothercall centre supervisorstomanage the call centre
flooracross all departments.
 Completeddepartmental reportingonmajorKPIs.
 Managed workflow assignmentsforall departments.
2007 Quality Assurance Representative,E-Care Contact Centers
 Completedlive monitorsonall call centre agents,providingwrittenfeedbackto
teamsupervisorsforcoachingpurposes.
 Correctedcall centre agentworktrackingsheets,usingMSExcel to manuallychange
incorrectentriesthataffectedreporting.
 Performedminorreportingdutiesas requested bymanagement,usingMSExcel and
PeopleSoft.
Experience: Content Writing and Comic Books
2016-Present Freelance Writer, CBR.com
 Committedtothe productionof at leasttwolistarticlesperweek,accordingtothe
website’scontentguidelinesandstyle guide.Eachlistisapproximately3000 words
longand mustbe completed withina72 hour window.
 Uploadingimage contenttoCBR’scontentmanagementsite,ensuringeachimage
conformsto the companyguidelinesforsize andresolution.
 Editingof each post to ensure accurate grammar, spelling,andpunctuation.
 My secondlistforCBR wasthe firsttime a listgarneredoverone millionviewsin
undera month.
2016 ContributingWriter,GrayHaven Comics
 Developeda4-page graphicshort storyfor The Gathering – Sci-Fi 3 anthology.
 Developeda4-page graphicshort storyfor The Gathering – Horror5 anthology
(forthcoming).
 Collaboratedwithillustratorstocreate a graphicnarrative that embracedboth
wordsand picturesinequal measure.
2010-Present Staff Writer/Editor, Broken Frontier
 Startedas a staff writerprovidingreviews,blogs,interviews,andcolumnsforthe
mainwebsite anditssisterpublication TheFrontiersman.
 Promotedtoeditorin2015, contributingtothe developmentof arefinedsocial
mediastrategy,newwebsite mandate,andcontentdevelopment.
 Instrumental inthe earlydevelopmentandsubsequentpromotionof the website’s
firstprintpublication,the Broken FrontierAnthology.
 Work withpublishersandindependentcreatorstodevelopcontentforthe website.
 Monitorpublishersolicitations,industrytrends,andcompetingwebsitestoidentify
potential contentdevelopmentopportunities.

4.  Links:BrokenFrontier
2015 ContentWriter,E.F. WalterShoe Care (Contract)
 Developedsix product-oriented“how-to”blogsforthe client’swebsite.
 Links:The Art of the PerfectShoeShine; Rebuff ScuffsOnceand forAll
2014-2015 ContributingWriter,Cloudscape ComicsSociety
 Developedtwo13-page graphicshortstories celebratingthe historyof Canadian
superheroes forEpicCanadiana Volumes1-2.
 Links:Epic Canadiana Volume1;Epic Canadiana Volume2
2014 ContributingWriter,CBC Manitoba
 Provided a600-word opinionpiece,titled“VapourTrails:Divining the real truth
aboute-cigs”,aboutthe prevalence of e-cigarettesand “vaping”inWinnipeg.
Education
1992-1995 BA English Literature with Honours, Universityof Ottawa/Concordia
University,Ottawa/Montreal.
2015-2016 Technical WritingCertificate,HumberCollege,Toronto(distance
education).
Referencesprovideduponrequest.