Customer Service Training

Norm Mentall

**** ********** **. * Mentor, OH 44060 * 440-***-**** *

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

Property/Facility Management Qualifications

. Veteran professional with ten years experience in all aspects of property

and facility management.

. Experience as Director of Gateway Economic Development Corp. includes

hiring/overseeing vendors and negotiating large capital contract bids at

both Progressive Field and Quicken Loans Arena concerning concrete,

painting, plumbing and mechanical, HVAC, electrical, and other general

trades.

. Excels at managing multiple projects concurrently with strong detail,

problem solving skills and follow-through capabilities.

. Proven leadership abilities to manage, motivate, and build cohesive teams

that achieve results while creating a positive work environment

Professional Experience

Director, Gateway Economic Development (Cleveland, OH) - Property Director

2000 to 2010

Gateway Economic Development Corporation of Greater Cleveland is a non-

profit property management organization consisting of 60 employees. Gateway

is responsible for maintaining Progressive Field, home of the Cleveland

Indians and Quicken Loans Arena, home to the Cleveland Cavaliers and many

national performers.

. Oversee daily operations including landscaping, site maintenance, snow

removal, Security, parking lot attendants and off-duty Cleveland Police

Officers.

. Planned, prioritized and assigned projects administered by the Executive

Directors of Gateway, the Cleveland Indians, & Quicken Loans Arena

. Monitored project development and found creative ways to save hundreds of

thousands of dollars

. Managed product teams meeting strict project deadlines and budgets

. Maintained a high profile with a strong "hands on" management style

. Proficient in handling simultaneous projects and meeting deadlines

effectively

. Communicated with vendors to ensure compliance with company expectations

and standards

. Hired and supervised team members, established project goals and

timelines, assigned tasks, train, and monitored progress

. Made Site preparations for 319 events annually providing a clean and

secure environment

. Responsible for staffing/monitoring Site Security and Maintenance 24/7,

365 days/year

Great Lakes Construction (Cleveland, OH) - Residential Home Restoration

1998 to 2000

Hands on home restoration and remodeling including flood and fire damage

repairs

Kline Construction (Mentor, OH) - Commercial and Residential Construction

1996 to 1998

Responsible for laboring duties in all aspects concrete construction

involving foundations, basements, and brick lying

Family Business (Lake/Ashtabula Counties) - Home Remodeling/Restoration

1993 to 1996

Education & Development

Perry High School, Perry, OH 1995

H.S. Diploma

Auburn Career Center, Concord, OH

Emergency Medical Technician Training 1997

Industrial Cleaning Solutions Seminar - 2001 and 2002

Dawn Chemical hands on training consisting of chemical uses and cleaning

techniques for miscellaneous, metals, flooring and concrete.

Disaster Training Exercise (City of Cleveland) - 2002

Participated in disaster training exercises which simulated biological bomb

explosion at Progressive Field. Attended several meetings with City

Officials during the weeks leading up to the exercise and helped coordinate

emergency entrance and exit routes for EMS, Hazmat, Fire and Police

department. Coordinated plans with conjoining parking structures,

Progressive Field and Quicken Loans Arena on evacuation procedures.

Responsible for training security and maintenance personnel on these

emergency disaster procedures.

World of Concrete Convention - 2003, 2004, 2005

Learned new technologies, methods and product uses. Had several vendors

visit Cleveland and found many products to be useful and cost effective.

Customer Service / Relations Seminar (Progressive Field) - 2001, 2005, 2007

Taught ways to effectively communicate and connect with the public,

employees and customers.

Training Seminar - 2005

Suicide Terror: The definitive overview of the threat. A training seminar

conducted by Israeli CIA officer in regard to suicide bomb threat tactics.

Management Seminar - 2007

Management training consisting of ideas, tactics and relationship building.

Honors / Recognitions

Letters of Appreciation - From Vice President of Progressive Field

Received annual letters of appreciation recognizing work performance and

quality of site and project management.

Letter of Appreciation - From Mayor of Cleveland, OH

Received letter of appreciation for taking a major roll in a disaster

training exercise at Jacob's Field.

Norm Mentall * 6490 Antoinette Dr. * Mentor, OH 44060 * (440) 477-

0074 * ********@*****.***

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