Customer Service Quality Control

Erma J. Brown

***** ******* ~ Detroit, Michigan *8234

H 313-***-**** C 313-***-**** ****.********.********@*****.***

Results-driven staff motivator, skilled in Hospital

Housekeeping/Janitorial, Staff management, and Customer relations.

Summary of Qualifications

( Thorough working knowledge of the equipment, materials and methods used

in cleaning and

janitorial work.

( Remarkable ability to work in teams and understand and carry out

complicated directions.

( Strong ability to communicate effectively both verbally and in written.

( Profound ability to train and help maintain performance levels of new

employees.

( Strong ability to perform a variety of tasks often on short notice.

( Proficient in handling heavy work schedule in a fast-paced, varied and

busy work environment.

( Strong ability to work independently and resolve complicated issues.

Pertinent Skills And Accomplishments

Housekeeping / Maintenance

( Knowledgeable in environmental and hazardous chemicals, 7-steps cleaning

process for a hospital,

( Extensive knowledge of banquet cleaning and inspection process and

procedures.

( Within an 8 hour shift clean an average of 23 rooms; the expected

standard is 15 rooms per 8 hour shift.

(Trained to work in a variety of areas of the hospital, including Specialty

areas, ER, Diagnostic Imaging, OR, Wound Center, Executive Offices.

Supervision / Employee Training

( Oversaw maintenance and cleaning responsibilities assigned to several new

employees.

( Trained, monitored and inspected multiple rooms cleaned and maintained by

new and

existing housekeepers to ensure company standards are met.

( Received over 80 excellent customer service awards within a 12 month

period from patients, and staff.

Time Management / Organization

( Increased housekeeping effectiveness through significant overhaul to

inspection process

and implementation of quality control system.

( Introduced new employees to procedural changes and effective ways to

prioritize assigned tasks.

( Skilled in teamwork, problem-solving and working collectively with

multiple departments.

Employment History

Mt. Clemens Regional Medical Center, Mt. Clemens, MI. Environmental

Services 3/2009-Present

Best Western Hotel Sterling Inn, Warren, MI, Housekeeping/Janitorial

2/2007 - 3/2009

Subway, Detroit, MI, Food Preparation

10/2006 - 2/2007

All About Appliances, Detroit, MI, Customer Care/Maintenance

9/2004 - 12/2005

Education

Wayne County Community College ~ Certificate in Hospitality 12/2008

Associates Degree, Criminal Justice 1989

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