• Pittsburgh PA

Edward Luksik

Customer Service - Sales - Data Collection Professional

Summary

Highly efficient professional with experience in a wide range of industries and functions

including Marketing Research, Sales, Customer Service, staff supervision, and operational oversight.

Work History

Work History

General Laborer and Sales Associate

May 2014 - Present
Dry Wall Carrier and eBay Sales

General labor, carrying dry wall from truck to construction sites.

Self-employed eBay sales associate, selling antiques and collectibles.

Customer Care Representative

Oct 2013 - Mar 2014
CVS Caremark,  Pittsburgh, PA

Handled high-volume of complex incoming calls as first-line of contact for customers to ensure questions and issues were resolved promptly and accurately.

Thoroughly and efficiently gathered information on multiple software applications to assess and fulfill the caller's needs, and provided education along the way. Effectively handled complaints and brought issues to closure on the initial contact with the customer.

Project Assistant

Oct 2010 - Dec 2012
University of Pittsburgh,  Pittsburgh, PA

Worked in the Department of Behavioral and Community Health Sciences: Falls-Free PA study, a statewide comparative effectiveness research trial of primary prevention of falling in old age, as well as the FARE study, a clinical research trial arm to accompany Falls-Free PA.

Helped to develop study instruments such as Screener, Main Questionnaires, and informational literature. Communicated study particulars to multiple Area Agency on Aging directors to facilitate expedited participant recruiting.

Produced and coordinated study mailings including consent forms, participant calendars, informational packets, and incentives.

Conducted personal, on-site visits across the state of Pennsylvania to approximately 75 sites to recruit study participants. Performed physical assessments on seniors to attain their fall risk.

Supervised quality control on CATI interviewing system to insure reliability and accuracy of interviewer data entry. Trained several interviewers on CATI system and particulars of the Falls-Free PA Study.

Completed over 1,300 30-40 minute telephone interviews and over 2,000 5 minute monthly follow-up telephone interviews.

Supervisor/ Interviewer

Aug 2009 - Oct 2010
University of Pittsburgh,  Pittsburgh, PA

Conducted CATI interviews on behalf of the Allegheny County Health Department (Behavioral Risk Factor Surveillance Study) to provide current information on the prevalence of risk behaviors and disease among Allegheny County residents.

Initiated telephone contact with potential respondents. Answered any questions or concerns regarding the legitimacy and purpose of the study. Scheduled callbacks or set appointments with respondents.

Supervisory duties included managing daily sample requirements using CATI system. Supervising team of 8-10 interviewers. Training and coaching interviewers on best interviewing practices for maximum efficiency and production. Generating daily production reports and study archiving. Providing assigned staff with direct supervision and performance feedback. Ensuring accuracy and meeting data collection timelines defined within the scope of survey project.

Enrollment Counselor / Graduation Coach

Jan 2006 - May 2008
Act1 Personnel / Apollo Group, Inc,  Pittsburgh, PA

Counseled and advised prospective students to qualify for admissions, navigate financial aid options, select a degree program, complete the enrollment process, and make a smooth transition into the classroom.

Provided students with the highest level of one-on-one customer service and administrative support.

Working knowledge of database and software packages to enter, track and maintain student information on proprietary database system.

Continually exceeded performance matrix goals including daily telephone calls, generating new business(referrals), customer service time, new enrollments, and student retention.

Project Manager

Nov 1999 - Nov 2001
Universal Survey Center, Inc., New York, NY

Managed multiple marketing research projects at full-service, 175-station data collection call center.

Determined project scope and collaborated with team members to develop project plans for over $2 million in research annually. Met daily with interdepartmental work groups and professional clients to monitor and evaluate projects, discuss issues and recommend service improvements.

Directed workflow and staffing schedules to insure proper availability and interviewer staffing based on fluctuating daily needs. Conducted in-depth project briefings for team of supervisors, interviewers and out-sourced data collection facilities.

Collaborated with programming department to develop content and conducted on-line testing to insure total accuracy of study programming.

Initiated cross-training with other departments to improve work flow and streamline project completion.

Assisted President and VP with overall office supervision, including training, direction, and hiring of supervisors and interviewers.

Field Supervisor

Jan 1997 - Oct 1999
Lieberman Research East, Great Neck, NY

Supervised multiple qualitative and quantitative research studies through lifecycle.

Attained competitive bids and communicated with vendors daily to insure correct and timely completion of projects within budget.

Generated, produced and shipped study materials to all participating markets and facilities. Daily communication with senior project staff to maximize production. Acted as primary liaison with clients, maintaining daily contact to resolve concerns, facilitate communication, and ensure satisfaction.

Field Supervisor

Jan 1995 - Jan 1997
Data Development Corporation, New York NY

Education

Education

Bachelor of Arts

2005
University of Pittsburgh

Liberal Studies with focus on Psychology and Elementary Education