Customer Service Training

Jeanette K. Emery

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

Waukesha, WI 53188

Cell Phone 262-***-****

*******@***.***

OBJECTIVE

To obtain an Executive – Management and/or line position with your company and to further advance my

career with your company through demonstra ted performance.

WORK HISTORY

Linden Grove Health Care Center

Director of Environmental Services June 2007 to Aug 2012

Maintains confidentiality information with HIPAA regulations concerning residents, visitors and staff

Maintain all State, Federal & CMS regulations “Life Safety”

Generator testing

Establish preventive maintenance program

Develop procedures for monitoring building Automation Systems

Plan, conduct fire drills and other disaster preparedness measures

Accountable for budgets, P&L

Highly organized with follow-up skills

Demonstrated challenging circumstances

Ability to manage multiple priorities

Follows all safety, security, infection control (including universal precautions and exposure control

plan) and hazardous material policies and procedures. Performs all tasks to assure resident, families,

staff and personal safety and protection.

Attends mandatory in-services as well hold in-services

Conducts regular departmental meetings to educate staff and provide avenue for effective

communication

Interviews, selects, and orientates new employees of department

Assures that a wide variety of preventive maintenance tasks are completed on equipment and records

maintained

Responsible for Lock out Tag out Requirements

Repairs and / or replaces a wide variety of items throughout the facility

Performs minor construction or renovation tasks

Ensures proper storage of hazardous and flammable materials (OSHA Trained)

MSDS (Material Safety Data Sheets)

Direct supervisor of housekeeping/laundry, maintains supplies and linens

Crossed Trained Dietary areas for Residents needs

Applies discipline / reviews and moral support as required

Ensures a clean safe environment through out

HVAC training

Computer Skills

Code Alert & Wander Guard

CBRF Certified and/ with Administration & Management of Medications

CPR & AED Certified

RCAC Certified and/ with Administration & Management of Medications

Graduated from Leadership class (2 yr program) Living as a Leader

Director of Safety Committee – daily inspection, monthly meetings & annual safety fair

Record Keeping,

State, CMS Regulation – Very good Survey’s

FEMA Certified 100 Health Care/ Hospital

Oversee 135 bed Skilled Nursing, 60 bed RCAC and 24 bed CB RF

Currently taking an Online OSHA training class

Certificate of Completion Life Safety Codes

Jewish Home & Care Center

Sarah Chudnow Campus

Coordinator Environmental Services October 2005 to June 2007

Carries out all duties in accord with the facility mission and philosophy

Plan, develop, organize, implement, evaluate and direct Environmental Services, its programs and

activities

Establish preventive maintenance program

Develop procedures for monitoring building Automation Systems

Develop and maintain policies and procedures

Plan, conduct fire drills and other disaster preparedness measures

Actively participate in Continuous Quality Improvement process

Conduct regular meeting for staff

Accountable for budgets, P&L

Hands on Maintenance

Crossed Trained F&B

Work directly with Nursing Staff

QA Inspections & Training

Staff work performance, evaluation

Work with contractors to assure little or no disruptions of facility operations

Provide clean, safe and comfortable environment

Maintain high level of customer service and satisfaction

Safety Committee & Training

Highly organized with follow-up skills

HVAC training

Computer Skills

Code Alert & Wander Guard

Holiday Inn Milwaukee City Centre

Director of Housekeeping June 2001 to April 2005

247 room property

Performed duties of Executive Housekeeper

Inspected rooms on a daily basis

Responsible for all hiring, training, discipline, and evaluations for over 65 employees

Accountable for labor cost and purchasing

Hands on with a complete renovation of 247 rooms

Executed daily turndown service for entire property

Implemented Employee Incentive Program

Fostered a bi-lingual work environment

Completed department schedules and daily assignments

Listened to and acted upon concerns and comments of hotel guests

Completed monthly inventories

Accountable for Budget

Accountable for P&L

Cross Trained in Food & Beverage

Sales blitz to retrieve new clients

Demonstrated problem solving skills

Demonstrated management skills

Highly organized with follow-up skills

Demonstrated challenging circumstances

Ability to mange multiple priorities

Sheraton Brookfield

Director of Housekeeping August 2000 to June 2001

396 room property

Performed duties of Executive Housekeeper

Inspected rooms on a daily basis

Accountable for labor cost controls and purchasing

Responsible for all hiring, training, discipline, and evaluations for over 55 employees

Implemented Employee Incentive Program

Completed department schedules and daily assignments

Fostered a bi-lingual work environment

Completed monthly inventories

Listened to and acted upon concerns and comments of hotel guests

Embassy Suites Milwaukee West

Director of Environmental Services September 1997 to July 2000

203 room all-suite property

Performed duties of Executive Housekeeper and Chief Engineer

Experience maintaining AAA Four Diamond Property

Accountable for labor cost controls and purchasing

Executed daily turndown service for entire property

Inspected rooms on a daily basis

Completed department schedules and daily assignments

Fostered a bi-lingual work environment

Responsible for all hiring, training, discipline, and evaluations for over 40 employees

Established policies, procedures, and duties for all staff

Listened to and acted upon concerns and comments of hotel guests

Completed monthly inventories

Milwaukee Marriott Brookfield

Assistant Director of Services November 1994 to September 1997

396 room property

Performed duties of Executive Housekeeper

Inspected rooms on a daily basis

Accountable for labor cost controls and purchasing

Responsible for all hiring, training, discipline, and evaluations for over 55 employees

Implemented Employee Incentive Program

Camelot Inn- Wauwatosa, WI

Executive Housekeeper & Front Desk Supervisor October 1994 to November 1994

Inspected entire property daily

Responsible for check-ins, check-outs, and night deposit

Opened and closed the property

Banking

ACHEIVEMENTS

Planned and Maintained Annual / Monthly / Weekly Budgets

Lead Embassy Suites staff to a 1998 second place and 2000 first place finish in Wisconsin Innkeepers

Association Housekeeping Olympics

Developed an Employee Incentive Program

Realized minimal turnover at all properties

CBRF Certification

FEMA Certification

Completion of Life Safety Codes

EDUCATION

B.O.C.E.S Vocational School- Oneida, NY

1980 Certified Graduated Practical Nurse

American Heart Association

2009& 2011 CPR & AED Certified

Waukesha County Technical College

2011 Re-certified Lock out Tag out Safety

2009 CBRF Certified

2009 Administration and Management of Medications

2010 Life Codes Update

Online Course

FEMA Certified 100 Health Care/ Hospital

Current – OSHA Class

Leadership Class

Living as a Leader 2 yr course – Graduated 2012 with a Certificate

REFERENCES

Jackie Grobschmidt – © 414-***-****

Jeff Welk – 414-***-****

Randy Crosby – 262-***-****

Paul Kressin – 262-***-****

Barb Kutz – 414-***-****

Contact this candidate