Customer Service Writing Course

Elisabeth O'Quinn

Elisabeth has a unique combination of business and business writing acumen, with extensive background in writing, editing, and content marketing management.

She has supported a variety of businesses, writing blog articles, reports, presentations, and editing business documents. She has supported many of our clients with rave reviews of her writing feedback.

Grace Cuddy

Grace supports Instructional Solutions' online courses and also works with individuals and groups from several multinational companies across Europe as a business writing coach.

She is bilingual in English and Spanish and has traveled extensively, providing a keen sensitivity to global writing. She has a strong background in corporate communication and management and successfully developed cross-functional writing and communication processes in a large corporate team. She is also a successful blogger and has received rave reviews from her writing critiques and coaching for our work with DuPont, Liberty Mutual, and many other groups. 

She is bilingual in English and Spanish. She enjoys yoga, travel, and dance. She splits her time between New York City and Madrid.

Bailey Lang

Bailey is a professional writer, editor, and accountability coach with more than a decade of experience. 

She began her career in marketing communications for a global HR outsourcing company before taking a detour into academia. She earned her MA in rhetoric and writing at the University of Findlay and then completed her Ph.D. in rhetoric and writing studies at Bowling Green State University. Along the way, she wrote and published a book, numerous peer-reviewed journal articles, and more. 

When she’s not writing or editing, you'll find her reading, hiking, or knitting. 

Katie Almeida Spencer

Katie is very skilled at evaluating both the substance and language of business documents. Her writing critiques, instruction, and coaching have received stellar evaluations from our clients at Chartis Consulting, DuPont, Shell, Southern Middlesex Opportunity Council, and the World Wildlife Fund. She teaches Business and Academic Writing at the University of Massachusetts Boston.

She holds a B.A. in Journalism from the University of Rhode Island and an M.A. in Applied Linguistics from the University of Massachusetts. Her areas of expertise include business writing and technical report writing, as well as non-native writing and linguistics.

Katie lives in Rhode Island with her husband, toddler, and very old dog. When not teaching or creating courses, she can be found doing something (anything!) outside with her little family.