Customer Service Manager

Alberto D. Barnett

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

Hyattsville, MD 20782

Home # 301-***-****

Cell # 240-***-****

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

SUMMARY

Quality oriented Emergency Manager with more than 25 years of experience in

Emergency Management/Safety with the DC Fire/EMS Department. Demonstrated

Watch Commander skills, extensive experience working with and assisting

other agencies, (MPD, US Secret Service, ATF, US Park Police, US Capitol

Police) and other jurisdictions (Prince Georges and Montgomery Counties),

with different types of emergencies using my people's skills, training and

abilities. Recognized ability to add value and satisfy internal and

external personnel. Effective Supervisor and organizer. Bi-Lingual, fluent

in English and Spanish.

PROFESSIONAL EXPERIENCE:

American Red Cross in Greater New York 2007 - Present

Director, Emergency Communications Center

Oversee the Disaster Planning and Response operations of the Emergency

Communications Center.

Participated on the Disaster response management team. Managed volunteers

and two or more employees. Monitored and managed the disaster response

annual budget. Managed the Emergency Operations Center, including

equipment maintenance, center activation and development of standard

operating procedures. Developed the disaster plan for the ECC.

Collaborated with disaster staffing unit and disaster training unit to

recruit and train volunteers for the national call center. Generated and

analyzed reports, including ECC incident activity and strategic plan.

Department of Homeland Security,

FEMA 2004 - 2006

Hyattsville, MD

Mapping Specialist: Data entry processing of unmapped locations, including

contacting applicants to ascertain the area of damaged property. Determine

if applicant is in a flood zone by mapping the residential area of the

applicant. Using a computer based mapping system (NEMIS), The Internet

(MAPQUEST & YAHOO) and FEMA flood map to find U.S. declared disaster areas.

Trained and certified in the Incident Command System (IS-00100 - IS-00800)

by Homeland Security.

Project Supervisor, People Processing Information

2003 - 2004

Silver Spring, MD

Oversaw the day-to-day operation of the processing center and a staff of 30

representatives.

Trained, coached and evaluated 17 subordinates on their duties and

responsibilities.

Improved customer service experience and strengthened team environment,

maximized strengths and improve on individual weaknesses. Insured new

directives and communications were disseminated.

Page #2 Alberto D. Barnett

Customer Service agent, Airlines Reporting Corporation: 1999 -

2002

Arlington, VA

Developed client relationships with travel agencies and corporations

sponsors.

Developed client portfolios and prepared business cases for each client

Achieved all targets, including revenue cost and contribution goals.

Anticipated and recognized customer issues, complaints and facilitated

resolution.

Customer Service agent, Delta Airlines

1997 - 1999

Arlington, VA

Assisted customers with fares quotes and schedules.

Processed reservations issued tickets, baggage check-in and flight check-

in/boarding. Resolved service problems, situations, claims for lost or

damaged packages and cash handling transactions, stowed, uploaded and

unloaded mail, cargo/baggage from conveyor belts, carts, trucks and

aircraft.

Watch Commander, Lieutenant, DC Fire/EMS Department 1976 -

1997

Washington, DC

Directed the daily operations of the Emergency E-911 call center,

communicating with a staff of 15 emergency dispatchers to ensure they have

the necessary resources available to perform their assignments.

Directed the team that performed investigative analysis, safety analysis,

researched, reviewed and evaluated the call center performance.

Prepared and submitted daily reports to the Division Commander.

Worked with and assisted other Agencies (MPD, US Secret Service, ATF, US

Park Police, US Capitol Police) and other jurisdictions (Prince Georges and

Montgomery Counties) to ensure the safe emergency stand-by for the

President of the United States, Vice President, other dignitaries and head

of State.

Dispatched emergency units, relayed messages and special instructions to

mobile crews, other agencies and jurisdictions. Prepared daily work

schedules, kept records of service calls, work orders and updated records

to maintain accurate information.

EDUCATION

BA, Fire Science/Safety, Universidad de

Panama

Mid-Level management training,

Metropolitan Police Department Washington, DC

Firefighter, Safety, Rescue, EMT, US Air Force - Chanute AFB, Ill.

DC Fire/EMS Department, School of firefighting, EMT/Paramedic

PROFESSIONAL ASSOCIATION

King Solomon Grand Lodge AF&AM, Master Mason

Jerusalem Lodge #2, Worshipful Master

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