Customer Service Manager
Resume:
Lacey M. Frederick
*********.*****@*****.***
Rockland, WI 54653
SUMMARY
A highly motivated, creative and driven individual with excellent
communication and customer service skills who has a passion for human
resources and the recruitment process.
EDUCATION
Bachelor of Science, Communication Studies
University of Wisconsin- La Crosse, La Crosse, Wisconsin
GPA: 4.0 (Major/Minor) 3.94 (Overall)
Awards: College of Liberal Studies Excellence Award
Senior Thesis: "Past Performance Predicts Future Performance: A Study on
Behavioral Based Interviewing"
Purpose: To understand the benefits and challenges of using behavioral
based interview questions in structured employment interviews.
Examined behavioral based interviewing techniques as a senior capstone
project in order to help organizations gain knowledge on the benefits and
challenges of this under researched phenomenon.
Drafted a literature review by examining over 50 previous studies on
related research.
Collected data by interviewing 10 recruiters from organizations who use
behavioral based interviewing techniques.
Analyzed findings (over 200 messages found) and drafted a paper discussing
the 7 most prevalent themes.
Presented a summary of research findings to a panel of judges, university
chancellor, and an audience.
RELATED WORK EXPERIENCE
TOTAL SPORTS ENTERTAINMENT, La Crosse, WI
Marketing, PR, & Account Services Manager 2009-Present
Actively recruit, hire, train, and manage the company's account services
intern team. Utilize local university job posting sites and job fairs,
connections and relationships with the University Career Services
departments, and presentational skills to speak to college classes to
continuously recruit for the organization. Maintain partner relations with
over 300 client accounts, train each new account representative gained by
the company, and provide all related customer service technical support for
all current TSE GameTime user accounts. Oversee and manage all
information transfers and uploads of client documents into their TSE
GameTime account. Actively market and sell the company's products and
services through the web using viral marketing techniques, while also
developing and distributing the company's weekly viral newsletter.
Successfully recruited a candidate for a new special corporate project for
a partner organization in Chicago, Illinois.
Actively improving the company's internship program from a poor program to
a distinguished program.
Selected to attend the company's biggest sales trade show, The MiLB
Baseball Winter Meetings, for three consecutive years.
Media Relations Associate Intern 2007-2009
Reported to the general manager to assist in maintaining and preserving
relationships with the company's clients. Researched, planned, and
designed advertising and marketing templates about the company's main
product, TSE GameTime , while also managing client accounts. Provided
training and technical support to client account holders.
Promoted from a semester intern to a part time employee to a full time
manager.
RELATED EXPERIENCE
UNIVERSITY OF WISCONSIN- LA CROSSE, La Crosse, WI
2009-present
Guest Lecturer
Serve as a guest speaker in various classes associated with interviewing
techniques. Present and speak on past research, "Past Performance Predicts
Future Performance: A Study on Behavioral Based Interviewing", findings.
Instruct students on the proper way to respond to behavioral based
interview questions, while also informing them on the proper etiquette,
dress, and skills associated with interviewing.
Lacey M. Frederick (page 2)
RELATED COURSEWORK
Training Seminar (Professional Communication course work)
Designed and created a training seminar on cultural diversity.
Presented training to "employees" (classmates) and was critiqued by the
"CEO" (professor).
Research Interview (Interviewing Principles and Processes course work)
Structured an interview format and prepared a schedule of questions.
Contacted and conducted interviews with professionals in the sports
industry.
Created a final report that analyzed different interviewing techniques.
OTHER WORK EXPERIENCE
UNIVERSITY OF WISCONSIN- LA CROSSE, La Crosse, WI
2008-2009
Communication Department Laboratory Assistant
Reported to the department chair and academic department associate to
assist with special projects. Provided assistance to department professors
(26) for various administrative tasks. Handled confidential and sensitive
information documents for the academic department chair. Supervised
students' (200+) use of laboratory equipment and answered any questions or
concerns presented by students.
THE RIDGE, La Crosse, WI
2006-2009
Bartender/Waitress
Served customers with a warm smile while striking friendly conversations to
establish and build relationships.
Encouraged customer return by being helpful and friendly.
Promoted from waitress position to a bartending position within seven
months of hire.
Requested by supervisors to work on the busiest nights.
LA CROSSE LOGGERS BASEBALL CLUB, La Crosse, WI
2008
Street Team Intern
Planned and organized over 20 public appearances of the players to various
locations around the La Crosse area. Worked during all home baseball games
at the ball park, providing superior customer service to ticket holders
while working with the on-field promotions, ticketing booth, and club suite
services.
Mastered the skills and techniques associated with ball park operation of
ticketing, hospitality & on-field promotions.
Formed friendly relationships with season ticket holders to further build
their relationship with the La Crosse Loggers Baseball Club.
CASHTON VETERINARY CLINIC, Cashton, WI
2004-2007
Receptionist
Answered all inbound phone calls, scheduled appointments, assisted walk-in
clients with questions and concerns, advised clients on the new and best
drugs associated with certain animal illnesses, dispatched the
veterinarians to farm calls and assisted the veterinarians in small animal
appointments and surgeries. Sold, distributed, mixed, labeled, and stocked
all clinic medicine.
Gained the responsibility for controlling the clinic's inventory intake and
database tracking.
After the loss of a key office role player, as only an 18 year old stepped
up to work extra hours (45+ each week) to use personal knowledge and skills
to keep the business running during the clinic's crisis period.
PORTFOLIO Available Upon Request
Lacey M. Frederick
*********.*****@*****.***
5048 County Hwy J
Rockland, WI 54653
REFERENCES FOR LACEY M. FREDERICK
Ronda Smith, Ph.D.
Interim Director of the School of Arts and Communication
College of Liberal Studies
University of Wisconsin-La Crosse
*****.****@*****.***
Relationship to Applicant: College Professor
Joyce Pillsbury
Academic Department Associate (Retiree)
Communication Studies Department
University of Wisconsin- La Crosse
********.****@*****.***
Relationship to Applicant: Past Supervisor
Mary Hericks
Managing Partner
People First HR Solutions
A Career Partners International Firm
Relationship to Applicant: Career Coach
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