Customer Service Manager, Safety Specialist, Analyst

Mark D. Rawls

**** ***** ***.

North Braddock, PA 15104

July 07, 2009

Mr. Felton Banks:

I am currently on a leave of absence from FedEx Ground Packaging Systems. I was the Regional Safety Specialist in the Fort Lauderdale Florida area. My duties consisted of project management, organizing driver files, multi-tasking, time management, prioritizing my workload, coaching, auditing, expense reports and scheduling. I have an in-depth knowledge of working the control center, developing and implementing security procedures and planning security awareness programs. Interviewing accident / incident investigations. I also have a strong sense of understanding the research and surveillance environment and the emergency evacuation process. If you incorporate my sixteen years of the security field, bar code tracking system and thirty years of customer service expertise, I present to you a passionate and skillful person. Now combine my years as an Acting Supervisor/Security Officer with Allegheny General Hospital and my two years with Sears Roebuck as a Loss Prevention Agent. I am a candidate that carries a one-two punch. My past experiences indicate that I am self-disciplined, proficient with the security equipment, training, access control, safety devices, evaluations, claims, and personal security. Protecting the customer, their valuables and property is a priority for me. Therefore, I am submitting my cover letter and resume for the Communication Specialist posting with Wacken Hut Inc. I welcome the opportunity to work in Tacoma, VA.

I am an experience investigator in accidents/incidents and I have worked with various CCTV cameras, key pad entry to electronic access control devices, sprinkler and fire alarm systems. I have given presentations on safety and security in the workplace. I have worked with HR on empowering the employees to get involved with the safety and security awareness programs. I have implemented various programs based on the trends and analysis. I have worked in various control centers so as the Security Specialist, my objectives are to provide leadership, communicate, give direction, and use investigative, analytical and problem-solving skills. I will use reports and analytical trends to assess the effectiveness and efficiencies of the business.

I am confident that my experience, energy, passion, loyalty and sense of integrity will help you in the selection process. If you have any questions or concerns, please call me on my cell phone 412-***-****).

Thank you,

Mark D. Rawls

1023 Jones Ave.

North Braddock, PA 15104

Home: 412-***-****

Cell: 412-***-****

Email: aczebg@r.postjobfree.com

Mark D. Rawls

Objective: Implement an action plan, support the existing policies and procedures, participate in

the decision-making process, anticipate the unexpected and remain flexible as I hit the ground running.

Focus on the projects that are at hand and challenge myself to reach and exceed my goals by using my past and present experiences, tools, knowledge and skills to satisfy the internal and external customer.

Experience

2006 – 2008 (LOA)

FedEx Ground Ft. Lauderdale, FL / Pittsburgh, PA

REGIONAL SAFETY SPECIALIST

Effectively trained and managed the driver training programs (commercial vehicles) which consisted of contractors, contractors' drivers and managers to maintain DOT safety compliance training

Organized and reviewed driver qualification files for completeness

Conducted monthly safety meetings to employees, contractors, contractors drivers and managers of the region as mandated by the company and Safety Department

Coordinated and managed on-site DOT drug and alcohol testing programs

Managed, reviewed and communicated the following documents and reports: driver HOS logs,

VIR, training records, CMV mileage and commercial vehicle accident files and reports

2001-2006

FedEx Services Pittsburgh, PA

Sr. Trace Representative/ Manager Assistant

Motivated, guided, and directed a team to ensure productivity

Planned, prepared, and revised work schedules and case loads

Assisted in identifying operational needs, worked with cross functional teams to determine solutions, formulated new procedures, trained new hires and monitored their efficiency

Resolved complex client issues when necessary or escalated

2000-2001

FedEx Ground Pittsburgh, PA

Customer Service Representative

Assisted customers in a professional and courteous manner

Answered the telephone with greeting as outlined by company/ client guidelines

Trained and monitored new hires methods as outlined by the policy and procedures of the company

Handled and resolved all customer issues and problems by either investigating quickly while customer holds or returning the call by the end of business day

1992-1999

FedEx Express Pittsburgh, PA

Driving Courier

Provided efficient and safe delivery and pick-up of packages and documents while representing the company in a professional manner

Operated a non-articulate vehicle weigh 26,001 lbs safely and efficiently, complying with all local, state and federal guidelines

Accomplished accurate and timely selection and inspection of assigned packages and the subsequent reporting of stop counts and missorts

1984-1999

Allegheny General Hospital Pittsburgh, PA

Acting Supervisor/ Security Officer

Tracked and recorded all site training related to security and safety programs

Performed investigations on all incidents and accidents on and off hospital grounds

Maintained security and safety awareness by way of classes, visual aids and literature

Managed officers to perform their duties with a high level of integrity and encouraged drivers to use defensive driving as a tool to operate the shuttle bus safely

Education: 1979-1983

Purdue University West Lafayette, IN

BA, Communications

Major: Public Relations/ Advertising

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