Customer Service Manager

****A BAYWOOD DRIVE, SPARKS, NEVADA *****

PHONE: 623-***-**** ( E-MAIL: abi4n9@r.postjobfree.com

PEGGY J. LARSEN

EDUCATION

University of North Dakota Juris Doctor with Distinction, May 2010

GPA: 3.12/4.00

School of Law

Grand Forks, ND

Minot State University Bachelor of Science Degree, Criminal Justice with a

minor in Psychology GPA: 3.09/4.00

Minot, ND December 2001

WORK EXPERIENCE

Washoe County D.A.'s Office May 2010 - Present

District

Attorney's Office

Reno, NV Law Clerk

. Conduct research, interpret regulations, federal

laws, statutes, case law and policies

. Assist misdemeanor team with misdemeanor court

cases

. Research data from the computer, reviewing and

extracting information from technical materials,

including reports, procedural guides and

correspondence

. Initiate complex research topics and projects for

Assistant District Attorney

Best Law Firm May 2009 - August 2009

Family Law Firm

Scottsdale, AZ Law Clerk

. Prepare and review draft pleadings,

correspondence, legal memoranda, opinions,

briefs, exhibits for trial and hearings and other

legal documents.

. Collect, record, organize, and analyze data

relative to research of legal issues

. Research, review and verify points of law cited

by attorneys in legal documents

. Assist legal team by performing assigned

technical tasks under immediate supervision of

attorneys and other legal staff

Kahala Corp. June 2008 - August 2008

Corporate Business Law

Scottsdale, AZ Law Clerk

. Research, review and interpret corporate

contracts, state and federal laws, regulations

and case law

. Assist in-house counsel with commercial contract

review

. Assist in-house counsel with corporate compliance

issues

. Assist in-house counsel with general corporate

law matters

Kahala Corp. November 2007 - June 2009

Operations Department Scottsdale, AZ Operational Excellence Manager

. Monitor the QSCE (Quality Service Cleanliness

Experience) corporate compliance program for Cold

Stone Creamery Inc.

. Oversee the QSCE corporate compliance

documentation process and electronic database for

Cold Stone Creamery Inc.

. Manage the out of compliance process for Cold

Stone Creamery Inc.

. Develop and manage the customer service

department for the franchise concept, Samurai

Sam's Teriyaki Grill

Kahala Corp. October 2006 - November 2007

Franchise Development Department

Scottsdale, AZ Franchise Development Manager - Cold Stone Creamery Inc.

. Review, interpret and disclose the Uniform

Franchise Offering Circular to potential and

existing franchisees

. Manage, track and document franchise awards,

transfers, terminations and renewals

. Act as principal liaison and create a support

team for franchisees

. Perform due diligence on potential franchisees,

recruiting and screening process

October 2005 - September 2006

Operations Department

Operational Excellence Consultant - Cold Stone Creamery Inc.

. Conduct quarterly visits to approximately 200

Cold Stone Creamery locations

. Provide franchisees with operational feedback and

best practice methods

. Train franchise community on changing operating

systems, best practices, new product lines and

programs

. Report weekly market trends to corporate

headquarters

September 2004 - September 2005

Operations Department

Customer Service Liaison - Cold Stone Creamery Inc.

. Develop and maintain the customer service

department and training program for Cold Stone

Creamery Inc.

. Serve as direct liaison from Cold Stone Creamery

Inc. to the vendor of the customer relations call

center

. Analyze customer data and communicate trends to

executive team, area developers and franchise

community

. Provide direct verbal and written communication

to customers

Boy Scouts of America April 2003 - August 2004

Non-Profit Organization

Minot, ND District Executive

. Program director and activities coordinator for

district events

. Inspire, recruit, manage and train 150 volunteers

. Prepare and conduct meetings, presentations and

speeches for service clubs, local businesses and

community organizations

. Submit newsletters, reports and articles for

publication in council newspaper

U.S. Senator Kent Conrad August 2001 - December 2001

U.S. Senate

Washington, D.C. Intern

. Track legislation and research legislative issues

. Attend various committee hearings

. Arrange and provide educational tours of the

United States Capitol Building

. Manage incoming and outgoing constituent

correspondence

N.D. Army National Guard January 1995 - January 2001

Camp Grafton - Battalion Headquarters

Devils Lake, ND Administrative Personnel Specialist (75B) and Clerk Typist

(71L)

. Set-up and maintained battalion logs, rosters,

status boards and graphs

. Create military and nonmilitary correspondence in

draft and final copy

. Prepare and monitor requests for identification

cards and tags, military personnel data and

information management, personnel security

clearances, training and reassignment, military

pay, transition processing, legal, training

solider support files and unit administration

. Apply knowledge of provisions and limitations of

Freedom of Information and Privacy Acts

REFERENCES, WRITING SAMPLES AND TRANSCRIPTS AVAILABLE UPON REQUEST

Contact this candidate