Customer Service Manager

M A R C A V E R Y

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Home: 801-***-**** ( Cell: 801-***-**** ( e-mail: *********@****.***

**** **** **** *****, ********** Heights, UT 84121

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F A C I L I T I E S / E N G I N E E R I N G D I R E C T O R

Proven Management and Technical Expertise in a Career Spanning 20+ Years

Technically sophisticated facilities & engineering management professional

with a dynamic career reflecting strong leadership qualifications coupled

with "hands-on" engineering expertise. Team-based management style and

exceptional customer service, interpersonal and communication skills.

Proficient oversight of critical equipment and building systems ensuring

zero down time. Effectual management of multiple sophisticated properties

in various locations. Talent for proactively identifying and resolving

problems. Discriminating eye for detail and constant pursuit of excellence.

Superior record of delivering simultaneous large-scale and critical

projects on time and within budget.

Facilities Strategic Planning ( Property Management ( Environmental

Assessment & Planning

Preventative Maintenance ( Contract Negotiations ( Vendor Relations (

Budgeting ( Team Leadership & Collaboration

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PROFESSIONAL EXPERIENCE

REAL ESTATE & FACILITIES MANAGER

01/2009 - 05/2010

Regence Blue Cross Blue Shield, Salt Lake City, UT

(reduction in force)

Administered facilities & engineering management to assure optimal function

of building systems including a 9000 square foot Data Center, HVAC,

lighting, power, emergency power systems, boilers & chillers, and grounds

for four buildings in two states. Executed green sustainability programs.

Developed and implemented comprehensive annual inspection and preventative

maintenance programs. Assured compliance with all building codes and

regulations. Maintained and updated mechanical, electrical, plumbing

records, files and drawings. Directed all building related projects.

Managed and developed operations staff and vendors. Developed overhead,

operating and capital budgets. Identified and implemented savings

initiatives.

Key Projects & Achievements:

. Coordinated successful transition from in-house facility management to

contracted vendor.

. Oversaw $9,000,000 power transfer upgrade project.

. Spearheaded numerous projects to mitigate safety, legal and health

implications, including addition of awnings over daycare playground,

carpet extraction program (first program in place in a 12-year old

building), and installation of safety ladders on penthouse and cooling

towers.

. Implemented noise reduction strategies for cooling towers, reducing

sound levels by 15% to exceed city ordinances.

. Managed annual budget of $10,000,000.

. Transacted lease negotiations between tenants and managed 20,000

square feet of leased space, including 5 tenants.

. Oversaw the installation of ISO Base server footings in Data Room.

. Devised emergency heat reduction procedures for Data Room while

simultaneously preserving physical security.

. Initiated and executed $1,200,000 Data Room re-commissioning project,

which secured $300,000 incentive from Rocky Mountain Power and

involved conversion from DX cooling to chilled water cooling system,

improving efficiency by 27% and saving an estimated $85,000/year.

. Correlated installation of N+1 1500 KV generator.

. Engineered massive consolidation of employees from 2 buildings into 1

to eliminate vacant space and increase lease opportunities, thus

increasing revenue.

. Collaborated with commercial real estate brokers on leasing options.

. Increased energy star rating from 54 to 60 in 1 year.

DISTRICT FACILITIES MANAGER

10/2005 - 02/2009

Johnson Controls, Inc., Salt Lake City, UT ( JCPenney Project

Managed all aspects of maintenance and repairs for as many as 17 large

retail facilities in 5 states, encompassing over 1,500,000 square feet.

Conducted monthly mechanical and custodial audits for each store.

Implemented necessary work orders and managed strict timelines.

Administered all aspects of vendor contracts. Oversaw 3 area managers, 17

maintenance supervisors and 60 custodial personnel.

Key Projects & Achievements:

. Established excellent relations with client management by proving

dependability, superior customer service and maintaining a positive

working relationship.

. Improved audit scores by 7%, resulting in enhanced store appearance

and functionality, directly affecting store results.

. Managed workflow of over 1700 work orders per year.

PROFESSIONAL EXPERIENCE, District Facilities Manager, Key Projects &

Achievements, Continued

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. Awarded top district in nation from customer feedback surveys for

overall store appearance third quarter 2006.

. Distinguished as 1 of only 8 District Managers nationwide to complete

all special assignments on schedule in 2007 and 2008. 1 of 16

nationally to achieve this in 2006 (first year in position).

. Ranked in top 10 nationally among District Managers for bonus

scorecard program.

. Fulfilled all first tier vendors in 3 months time. Previously

established vendors were nominal. Completed vendor set-up by layering

all vendor categories 3 tiers deep, ensuring timely response to and

completion of work orders.

. Spearheaded recognition program for maintenance supervisors, directly

contributing to a 94% reduction in turnover.

. Mentored team personnel, resulting in promotion of 1 area manager and

3 maintenance supervisors.

. Streamlined travel process resulting in 8% budget savings.

SENIOR FACILITIES ANALYST

04/2004 - 10/2005

Verizon Wireless, West Valley City, UT

Directed cost effective support for this Fortune 500 Company's Utah, Idaho

and Montana call centers and sales offices. Administrated all aspects of 27

various vendor contracts. Implemented preventative maintenance schedules.

Scope of position was expansive and included departmental direction,

engineering, implementation and management authority for facilities-related

employee relations, mailroom and copy services, cafeteria and vending

services, custodial staff and supplies, physical security, new construction

build-out, environmental recycling programs, and HVAC services.

Key Projects & Achievements:

. Transformed the Mountain Region from the second lowest Western U.S.

ranking to the #1 ranking in under 18 months. Generated the highest

Facilities survey results in the 4-year history of the Mountain

Region.

. Orchestrated, trained and managed environmental, emergency

preparedness, safety programs and records retention for the Southwest

and Mountain Regions.

. Defused long-standing conflicts and department problems; elevated

morale and decreased turnover rates by 85%.

. Introduced process improvements, which streamlined security procedures

to ensure consistency and safety.

. Developed efficient and thorough training program for all security

personnel.

. Re-negotiated vendor contracts, resulting in annual savings of more

than $60,000.

. Collaborated with Real Estate in overseeing timely completion of

additional facility for the Salt Lake City call center, including

installation of all equipment in new building. Supervised move of over

600 employees to the additional facility, which was completed on time

and without incident.

. Compiled document of procedures for environmental hazards for the

Mountain and Southwest Regions.

FACILITIES MANAGER

04/2002 - 01/2004

Select Portfolio Servicing Corp., Murray, UT

Managed overall maintenance and constructions needs of 4 buildings.

Elected, defined and solely directed more than 35 vendor contracts,

including custodial, HVAC, generator maintenance, landscaping and new

construction.

Key Projects & Achievements:

. Supervised re-design and development of 86,000 square foot additional

facility. Directed transition of 700 employees and equipment. Re-

location was completed without incident and new facility was

completely functional within 24 hours of construction completion.

. Personally awarded the highest Facility rankings nationwide in 2003.

. Honored with 4 customer service awards never previously awarded to

Facilities personnel.

. Spearheaded re-configuration and re-pavement of parking lots to create

70 additional parking spaces, mitigating what had been a continual

issue of inadequate parking.

. Fronted initiative and organized through completion on-site cafeteria

services, which were previously unavailable. This had a direct impact

on employee timeliness, productivity and morale.

SR. FACILITIES/ENGINEERING TECHNICIAN

01/1991 - 03/2002

Discover Financial Services, Inc., Sandy, UT

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EDUCATION, TECHNICAL TRAINING & AFFILIATIONS

UNIVERSITY OF PHOENIX - Murray, UT

B.S. Candidate in Business Administration, completed 3 years of

study

B.A. Candidate in Business Management, completed 3 years of study

Member of IFMA

. CFM (Certified Facilities Manager) certification in progress through

IFMA.

. Universal Certified in HVAC Refrigeration.

. Extensive professional training in the areas of communications,

diplomacy, relationship building, leadership, managing multiple

objectives and deadlines, electrical schematics and emergency power

generation systems.

Contact this candidate