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Customer Service Representative

Location:
Winter Springs, FL
Posted:
June 10, 2014

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Resume:

Brian Drivas

**** **** ***** ****

Longwood, FL *2750

407-***-****

aceinq@r.postjobfree.com

EDUCATION

RADFORD UNIVERSITY Radford, Virginia

Master of Science, Industrial/Organizational Psychology May 2014

UNIVERSITY OF CENTRAL FLORIDA Orlando, Florida

Bachelor of Science, Psychology Dec 2011

UNIVERSITY OF FLORIDA Gainesville, Florida

Associate of Arts, Health Science Dec 2008

CONSULTING & APPLIED PROJECT EXPERIENCE

Communication Tool Kit Development, Volvo Trucks, Jan 2014-May 2014 Dublin, Virginia

o Created toolkits for use by supervisors in order to develop the soft skills necessary to better deliver feedback to team

members.

Recruitment, Selection, and Culture Assessment, Attimo Winery, Jan 2014-May 2014 Christiansburg, Virginia

o Involved in assessing various practices of this business in order to improve manager and subordinate performance.

Training Program Development, Radford University, Jan 2014-May 2014 Radford, Virginia

o Developed training videos and handbooks for use by undergraduate microbiology lab assistants in the Radford

University Department of Biology.

Test Development Project, Radford University, Aug 2013-Dec 2013 Radford, Virginia

o Developed the Personnel Goal Orientation Measure (P-GOM), a measure of goal orientation subtypes for use in the

workplace.

Performance Appraisal Development, Boone Rentals, Aug 2013-Dec 2013 Boone, North Carolina

o Conducted focus groups and one-on-one interviews with employees in order to develop a behaviorally-anchored

performance appraisal.

Employee Selection System Analysis, Warm Hearth Village, Jan 2013-May 2013 Blacksburg, Virginia

o Responsible for examining the current employee interview and selection process. Based on a job analysis, new

behaviorally-anchored interview questions were developed for use by hiring managers.

Organizational Survey Development, Richmond SHRM, Aug 2012-May 2013 Richmond, Virginia

o Assisted in the development of a multi-dimension survey to assess employee satisfaction in order to rank the top

businesses in the Richmond-Northern Virginia job market.

Selection and Turnover Analysis, Western Virginia Regional Jail, Aug 2012-Dec 2012 Salem, Virginia

o Conducted a survey of current and former correctional officers in order to refine the employee selection process.

Employee Satisfaction Assessment, Wade's Foods, Aug 2012-Dec 2012 Radford, Virginia

o Developed and administered an organizational satisfaction survey to employees of a multi -unit grocer in Southwest

Virginia. Survey findings were used to provide the organization with implementable goals and an action plan for

improvement.

Job Analysis, Blacksburg Police Department, Aug 2012-Dec 2012 Blacksburg, Virginia

o Conducted a job analysis for the position of Law Enforcement Officer.

GRADUATE COURSEWORK

Foundations in I/O Psychology Organizational Development

Employee Selection Analysis of Behavioral Data

Performance Appraisal Multivariate Statistics

Training and Development Psychometric Theory

Organizational Psychology I Advanced Social Psychology

Organizational Psychology II Research Methodology

RESEARCH EXPERIENCE

Radford University Radford, Virginia

Jan 2014 – Mar 2014

Graduate Research Fellow

Assisted in research focusing on the individual-level and environmental determinants that influence one's tendency to engage in

improvisational behaviors during decision -making (PI: Tal Zarankin, Ph.D.).

Sep 2012 – May 2013

Graduate Volunteer Researcher

Assisted in research studies involving the relationship and effects of variables such as emotional labor, person ality, and visual

imagery on human performance measurement (PI: C. Allen Gorman, Ph.D.).

Naval Air Warfare Center Training Systems Division Orlando, Florida

May 2013 – Aug 2013

Naval Research Enterprise Internship Program (NREIP) Intern

Assisted in the development of a test battery for use in a validation study involving the assessment and selection of Unmanned

Aerial System (UAS) operators.

Co-authored a paper dealing with fidelity and presence requirements for enhancing tr ansfer of training from simulator to live

operations.

Marine Corps Warfighting Laboratory Q uantico, Virginia

May 2012 – Jul 2012

Naval Research Enterprise Internship Program (NREIP) Intern

Provided support in research areas such as the measurement of presence and immersion via physiological measures during combat

simulation, use of the Moving Target Tutor (MTT) for target engagement, and the use of haptic feedback in a simulated

marksmanship trainer (ISMT-E).

University of Central Florida Orlando, Florida

Aug 2011 – May 2012

Undergraduate Research Assistant

Assisted in studies involving customer service simulations and l earning in soft skills training for the Team Training and

Workforce Development Lab (PI: Kimberly Smith-Jentsch, Ph.D.).

PRESENTATIONS AND PUBLICATIONS

Gorman, C. A., Ray, J., Thibodeaux, C., Nugent, C.S., Alvarez, A., Bradley, S. N., Drivas, B. J., & List, S. K. (May, 2014).

Performance Management Practices and Organizational Performance: System Reactions as Moderators. Poster accepted for

presentation at the 2014 conference of the Society for Industrial & Organizational Psychology, Honolulu, Hawaii.

Pagan, J., Walwanis, M., Kaste, K., & Drivas, B. J. (August, 2013). Optimizing Training by Triangulating on the Assessment of

Fidelity Requirements. Manuscript submitted for publication.

Drivas, B. J., Oliviera, K., Tindall, M., McCormack, S., Wiese, C., & Smith -Jentsch, K. (March, 2012). Personality and

Experience Predict Skill Transparency in Assessment Exercises. Poster presented at the 2012 conference of Industrial

Organizational Psychology/Organizational Behavior (IOOB), Orlando, Florida.

WORK EXPERIENCE

Radford University Radford, Virginia

Aug 2013 – Dec 2013

Graduate Assistant to the Dean- College of Graduate and Professional Studies

Provided assistance to the Dean of the Graduate College in various functional areas, such as university administration, revision of

university policy, university survey administration and analysis, and assistance with payroll maintenance.

Aug 2012 – May 2013

Academic Advisor

Provided assistance and advisement to students within the College of Humanities and Behavioral Science.

Counseled students in areas such as course planning, academic standing, degree progression, utilization of university resourc es,

internship opportunities, and career and personal development issues.

University of Florida Health Gainesville, Florida

Oct 2006 – May 2008

Radiology Imaging Support Specialist

Convergys Customer Management Group Lake Mary, Florida

May 2006 – Aug 2006

Customer Service Representative/Sales Agent

Papa John's Pizza International Lake Mary/Gainesville, Florida

Jul 2008 – May 2012

Delivery Driver

Sep 2004 – May 2006

Customer Service Representative/Shift Manager

AWARDS, HONORS AND MEMBERSHIPS

Recipient, Graduate Research Fellowship, Radford University Jan 2014

Recipient, Dr. Daniel Louis Johnson Memorial Scholarship, Radford University Jul 2013

Student Affiliate Member, Society for Industrial & Organizational Psychology 2011-Present

SKILLS AND CERTIFICATIONS

Statistical Package for the Social Sciences (SPSS)

Statistical Techniques: T-Tests, ANOVA/MANOVA/ANCOVA/MANCOVA, Correlation Analysis, Factor Analysis

Simple/Multiple/Logistic Regression, Hierarchical Linear Modeling

Qualtrics Survey Management System

Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)



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