Customer Service Quality Assurance

Location:

Posted:

August 11, 2013

Daniel B. Crowley

Peekskill, New York 10566-4402 ******@***.***

Seasoned Professional in the Building Services Industry. Firmly committed to providing superior client s ervices

utilizing unique people skills and developing strong, solid relationships. Motivated to meet and surpass targeted goals.

EXPERIENCE

Harvard M aintenance, Inc. (1997-2012) New York, NY

Vice President for Sales & Client Relations for an environmental services company serving commercial entities.

! Provided executive-level representation and liaison among major accounts, senior management and

company ownership.

! Maintained the day-to-day relationships and servicing of large corporate/institutional clients, property/

building managers, and facilities management at all levels. Oversaw multiple services in properties

ranging in size from 100,000 to 2 million sq. ft.

! Managed a portfolio in excess of $1M monthly client billing, monitored cash flows, aging and budget

compliance.

! Maximized revenue and margins through review and analysis of client accounting, including

profitability, payment history and satisfaction level.

! Responsible for ensuring the highest level of service to meet and exceed expectations, implementing

necessary procedures for quality assurance, and following up on daily and periodic schedules. Insured

all project work completed, maintenance schedules up to date and all deadlines met as required.

! Managed and supported both field operations and on-site building supervisors as well as all

subcontractor invoicing and performance in all areas of service.

! Regularly performed both scheduled and unscheduled property visits to keep open communication

with building staff and tenants.

Initial Contract Services (1982-1997) New York, NY

Senior Vice President for full service janitorial company serving commercial entities.

! Oversaw all New York & New Jersey accounts, account executives and field managers. Provided

support and assisted account executives in servicing property management and tenant requirements.

! Maintained close communication with property management and facilities directors to be certain all

areas of service needs were being met and explored ways to further assist them.

! Managed customer service department, performed on-site quality review with clients and managers.

Insured compliance to specifications and building standards.

National Cleaning Contractors (1979-1982) New York, NY

Account Executive for janitorial sales.

EDUCATION

Bachelor of Arts - Economics Iona College

Finance minor New Rochelle, New York