Manager Customer Service

Kevin R Njus

**** ****** ******* **, *** Vegas, NV 89103

Home: 702-***-**** / Cell: 702-***-****

******@***.***

Trainer - Supervisor - Research - Data Analyst

Highly motivated and dedicated analyst/trainer with over 10 years of broad

management experience in data collection, quality assurance and customer

service. Ethical, detail oriented and organized. Effective communicator who

can easily communicate with professionals of all levels.

Statistical Analyses

Monitored accuracy of data collection. Tracked accuracy of demographic

percentages by monitoring database. Created reports to be presented to

clients, including graphic representations, using Alpha Four and Word

Perfect. Created reports using Excel and Outlook.

Audit

Performed audit of sales measurement study reports. Verified data quality.

Evaluated auditor performance and reported to home office for

action/response.

Customer Relations

Used excellent people skills to maintain and enhance customer good will.

Used a positive outlook, and occasional humor to ensure that every customer

felt like a VIP and felt their concerns and needs were being properly

addressed.

Training

Conducted individual and small group training sessions in both classroom

and field environments. Used project knowledge and people skills to train

new and existing auditors to properly collect data.

Professional Experience

PREMIER RESPONSE, Las Vegas, NV June 2008 -

Jan 2013

Customer Service Rep - Mailing Services/VIP/Operations

. Answered phone calls from customers and found resolutions to their

problem.

. Started as CSR, worked in supervisory position, then promoted to

mailing services, VIP and operations department. .

. Communicated with other departments to make sure orders were processed

in a timely manner.

. Worked in Open Office and Excel to create and edit documents.

. Received perfect attendance and achievement awards.

BASE ENTERTAINMENT, Las Vegas, NV May 2008 - Oct.

2008

Internal Audit

. Conducted audit work on ticket sales for Planet Hollywood ticket

office.

. Entered ticket sales information into Excel spreadsheets and faxed to

ticket brokers.

. Researched ticket receipts to find charge discrepancies.

CAPSTONE RESEARCH, INC, Fairfield, NJ 1998-

2007

Regional Manager

Training:

. Trained audit staff in all aspects of sales measurement data

collection.

. Conducted both classroom and field training sessions with audit staff.

. Conducted field follow up visit to verify auditors comprehension of

training.

Audit:

. Quality Control - Verified data quality of audits by making field

visits to sites of data acquisition.

. Performed audits as necessary.

Customer Retention:

. Met with site managers to ascertain if there were any problems on

site.

. Addressed issues with appropriate staff to resolve problems.

LAS VEGAS SURVEYS, Las Vegas, NV 1995-

1998

Phone Room Manager/Field Supervisor

Training:

. Trained survey staff in conducting field intercept surveys.

. Briefed interviewers on survey patterns and demographic requirements.

Analysis:

. Conducted demographic analysis and created strategy to assure sample

integrity.

ALTAMIRA COMMUNICATIONS 1994-

1995

Office Manager

Training:

. Trained interviewers on using computers to conduct telephone surveys.

. Briefed interviewers on survey patterns and survey qualifications.

Analysis:

. Monitored survey results on Alpha 4 database to assure sample

integrity.

. Calculated percentages using Alpha 4 database.

. Created reports on Word Perfect using percentages from Alpha 4

database, and calculating theories.

Education

University of Utah, Salt Lake City, UT

1988

. Bachelor of Science, Mathematics (emphasis in Statistics)

Professional Associations

Southern Nevada Officials Association

. High School Sports Official 1989 - present.

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