Customer Service Quality Assurance

Desiree A. Johnson

**** ******** **** #***

Suitland, MD 20748

Phone: 240-***-****

Email: *******.*********@*****.***

OBJECTIVE:

To help contribute to the advancement and success of the Environmental Services and Health Care, by

bringing my years of experience, and my eagerness to your organization in an effort to maximize both my

potential and exceptional high level of customer service, with the desire for further growth.

EDUCATION: Potomac High School

Prince George’s Community College

EXPERIENCE: Washington Nursing Facility

Washington, DC

Supervisor 3/07/11 to 01/17/13

• Manage 50 employees

• Evaluate employee’s performance

• Conduct quality assurance inspections

• Staff training on a weekly basis

• Scheduling of staff on all shifts

• Customer satisfaction and safety audits

• Being proactive with all patients

• Preparing the building for the following day

• Supervise hourly staff providing custodial services to residence

• Following-up on problems and putting a solid plan of action in place to

correct future problems

• Scheduling floor technicians that specialize in mopping, buffing and

stripping floors

• Inspect all area for quality cleanliness and neatness

• Conduct weekly in-service staff meetings on procedures and up-coming

events

Crothall

Washington, DC

Operations Manager 12/08 – 02/10

• Maintained a high level of cleanliness in assigned areas

• Scheduled days off, holidays, vacation and QA Training

• Ensured the duty lists were revised and current at all times

• Took a proactive approach in identifying and correcting facility quality

assurance concerns with a follow-up with the GM in a timely fashion

• Provided and monitored individual guidance and motivation daily

• Enabled each associate to perform to his/her fullest potential

• When necessary, discipline associate according to progressive

disciplinary guidelines

• Responded to concerns and requests with a sense of urgency and took

necessary corrective action, including logging any and all occurrences

into the appropriate logs

• Handled special request and/or projects and performed other duties on an

as needed basis

Adult Care Associate

Washington, DC

Adult Companion 06/07 – 08/08

• Provided care for a 93 yr. old female senior in her home

• Administered medication as prescribed by the attending physician

• Assisted in taking patient to her regular scheduled appointments

• Kept a calendar of doctors appointments, scheduling, and/or re-

scheduling them when necessary and needed

• Maintained a daily log of patient’s activities, and physical exercises

which had been prescribed by her physician

• When appropriate, short walks, and outings were done

• Light housekeeping and cooking on a daily basis

• Maintained contact with family members as to the status of my patient

• Shopping for groceries and personal items on a weekly basis

Holiday Inn On The Hill

Washington, DC

Housekeeper 03/98 – 08/00

• Maintained assigned floors in an attractive, orderly and sanitary

condition according to established procedures and protocol

• Required to stand, walk, push/pull equipment using arms, legs and back

muscles for extended periods of time

• Maintained a pleasant environment for all guest

• Stocking linen closets with clean linen on a daily basis

• Cleaning bathrooms, including shower curtain, walls, mirrors, tub, toilet

and floors

• Properly placing standard items in the bathroom areas

• Making beds and turn down service for all guest

• Received employee of the month for outstand service for three years

Hay Adams Hotel

Washington, DC

Housekeeper 03/96 – 10/97

• Maintained assigned floors in an attractive, orderly and sanitary

condition according to established procedures and protocol

• Required to stand, walk, push/pull equipment using arms, legs and back

muscles for extended periods of time

• Maintained a pleasant environment for all guest

• Stocking linen closets with clean linen on a daily basis

• Cleaning bathrooms, including shower curtain, walls, mirrors, tub, toilet

and floors

• Properly placing standard items in the bathroom areas

• Making beds and turn down service for all guest

• On a daily basis, stoop, kneel, crouch and climb

Watergate Hotel

Washington, DC

Housekeeper 09/90 –2/96

• Maintained an eye for detail and high standards of cleanliness was

required at all times

• Interact with guest in a courteous and efficient manner

• Maintained a pleasant environment for all guest

• Stocking linen closets with clean linen on a daily basis

• Cleaning bathrooms, including shower curtain, walls, mirrors, tub, toilet

and floors

• Dusting all furniture, pictures, drawers, window ledges, and shelves

thoroughly

• Vacuum throughout entire guest room and empty trash

• Respond in a timely manner to guest request for items such as an iron,

assistance, direction, and/or information as requested

• Report all suspicious persons, activities or hazardous conditions to the

Security Department

• Properly placing standard items in the bathroom areas

• Making beds and turn down service for all guest

• On a daily basis, stoop, kneel, crouch and climb

Contact this candidate