Customer Service Quality Control

Travis Andrus

Current Address Permanent Address

*** ******* ****** ***. * 6211 River Road

Radford, VA 24141 Fredericksburg, VA 22407

540-***-**** accwcr@r.postjobfree.com

RELEVANT KNOWLEDGE & SKILLS

*Job Analysis *Selection *Performance Management *SPSS & SAS

*Employment Law *Data Analysis *Customer Service *Leadership

*Public Speaking *Problem Solving *Consulting *Statistics

*Research Methods *Critical Thinking *Decision Making *Literature Review

*MS Office (Word, PowerPoint, Excel, Outlook, Access) *Written and Verbal Communication

EDUCATION

Radford University

Master of Science in Industrial/Organizational Psychology (anticipated graduation: May, 2014)

James Madison University

Bachelor of Science in Psychology, graduation May, 2012

GPA: 3.7

WORK EXPERIENCE

Camp Director, Goshen Scout Reservation, Goshen, VA, 2003-Present, every summer

Began as an instructor teaching various scout skills and worked up to camp director

Hire, manage, and train a staff of 25

Appropriate budget of 150,000+ dollars

Create rotation schedule for 300 campers per week

Serve as liaison between adult leaders and staff

Research Compliance Graduate Assistant, Radford University, Radford, VA, Nov. 2012-present

Review research submissions to insure compliance with federal and state law and university policy

Edit submissions for quality control, clarity, and consistency

Directly assist students, faculty and staff throughout the research submission process by providing

technical support, customer service, and answering any questions

Organizational Consultant Internship, Goshen Scout Reservation, Goshen, VA, Dec. 2012-Aug. 2013

Managed the hiring process of around 100 seasonal employees including creating application,

designing selection process, and creating interview questions

Conducted two job analyses and used them to write position descriptions

Designed customer evaluation form and conducted relevant data entry and analysis

APPLIED PROJECTS-Through Radford University’s I/O Program

Job Analysis, Blacksburg Police Department, Blacksburg, VA, 2012

o Conducted a job analysis for the Police Officer position in a town of over 46,000 people

o Combined behavioral observation data, past job analysis, and literature review of other

departments

o Provided recommendations regarding future skill needs, performance appraisal updates, and

further data collection

Organizational Assessment, Wade’s Food, Radford, VA, 2012

o Conducted an organizational assessment using employee interviews and surveys

o Identified a potential area of improvement and provided research based recommendations for

change

o Developed and implemented a SWOT analysis, SMART goals, timeline, and an action plan to

facilitate changes

Structured Interview, Warm Hearth Village, Blacksburg, VA, 2013

o Led focus groups to develop critical incidences of high and low performance

o Developed structured interview and associated scoring system that utilized behavioral and

situational questions and anchors based on critical incidents

o Presented final product to leadership team at Warm Hearth for use in their selection process

with Housekeepers, CNAs, and Dining Hall employees

Performance Appraisals, Boone Rental-All, Boone, NC, 2013

o Reviewed and updated previous job analysis

o Created a performance appraisal form using behaviorally anchored rating scales

o Trained managers on how to conduct performance appraisals including how to use the forms,

give feedback, and communicate the new system

Test Development, Radford University, Radford, VA, 2013

o Developed a novel measure of workplace motivation (Personal Goal Orientation Measure or

PGOM)

o Conducted a literature review, generated items, and collected data

o Performed data analysis after data collection including factor analysis, validity and reliability

o Currently working with Wonderlic to determine relationship between PGOM and cognitive

ability

Communication Toolkits, Volvo Trucks, Dublin, VA, In progress

o Currently developing toolkits for managers to facilitate effective conversations with employees

Socialization and Leadership Analysis, Attimo Winery, Christiansburg, VA, In progress

o Currently working with a local winery on socialization and leadership

Training Program Development, Biology Lab, Radford University, Radford, VA, In progress

o Currently working with lab assistants and professors to develop a training program for

undergraduate lab assistants

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