Manager Customer Service
Resume:
George C. Rapp
Lowell, MA **850
(cell)
Objective: To secure a position challenging to my experiences in
Security and Facilities management.
Education: Drexel University, Phila., PA, credits towards masters.
Widener College, Chester PA, BS Business Administration and
Management
Valley Forge Military Jr. College, Wayne, PA, Associates of
Arts.
Employment History:
August 2009 to Present De Leon Technical Services, Hanscom Air
Force Base, Bedford, MA
Publication/Forms & Mail Manager
Responsibilities: Responsible of a staff of 5 handling complete
distribution of mail pickup from the USPS and delivery to 100 locations
throughout Hanscom Air Force Base. Responsible for handling and publishing
Air Force directives, manuals and publications pertaining to Hanscom Air
Force Base.
July 2009 to August 2009 Pinkerton Government Services, Westford,
MA
Site Manager
Responsibilities: Supervise and organize 27 contract cleared security
officers within client/DoD requirements. Assist client on budget
development for long and short term goals. Provide training in accordance
with client policies/procedures. Work with client on developing a best
Practice Manual defining officer responsibilities and expectations. Handle
all payroll and benefit issues for contract officers.
February 2009 to July 2009: unemployed
June 2007 to February 2009 AlliedBarton Security Services, Lowell,
MA
Account Manager
Responsibilities: Manager of a contract security force of 60+ officers
maintaining 2200 (plus) hours weekly for 5 facilities in a DoD environment.
Responsible for handling client/contract company daily issues and
reporting resolution. Responsible for meeting with the client, client site
managers resolving security violations discovered by officer force.
Responsible for training, scheduling, payroll, interviewing of new
officers, discipline, client assigned investigations,
writing/implementation of policy, procedure, Best Practices, and
development of client budget. Develop an officer recognition program
allowing the client to recognize officers for their above standard
performances. Work various shifts demonstrating to officers team efforts,
ensuring officers all shifts and officers are important to the mission.
Work and train within guidelines of NISPOM and DoD regulations. Develop a
supervisory force of 7 that could replace the Account Manager on long
periods of travel. Ensure report writing and security violation
recognition standards are met by all officers. Further develop a customer
service policy/procedure for officers' performance improvements. Assist the
client in his hiring process of their proprietary staff. Conduct Quarterly
Review for the client discussing past events and establishing goals for
upcoming quarters.
February 2007 to June 2007 AlliedBarton Security Services, Lowell,
MA
Lead Supervisor
Responsibilities: Supervise, handle payroll issues, maintain
benefits information and schedule/train a cleared contract
security force
of 65 officers within DoD government requirements, work and train
within guidelines of NISPOM regulations for the client for 5
facilities. Train officer staff on report writing and security
violation recognition in accordance with client directives. Train
on proper
alarm response procedures/responsibilities ensuring accuracy and
responses in timely manner. Assist the Account Manager in all of
his functions to include operate the business in his long period
of travel. Train officers on customer service techniques and
responsibility.
Assist client on development for long and short term goals.
January 2005 to February 2007 Pinkerton Government Services,
Westford, MA
Lead Supervisor
Responsibilities: Supervise, handle payroll, schedule and train a
cleared contract security force of 53 officers within DoD
government
requirements for the client at 4 cleared facilities. Develop a
Post Order Reference Manual defining officer responsibilities and
conduct
training of all officers assigned to the contract in accordance of
the newly developed Manual. Train officer staff on report writing
and
security violation recognition in accordance with client
directives. Train officers on customer service techniques and
responsibilities.
Assist client on development for long and short term goals.
Assist the client in the development of a proprietary Central
Monitoring
Station for the client's facilities.
March 2004 to January 2005: unemployed
March 1997 to March 2004 Kmart Distribution Center,
Billerica, MA
Asset Protection / Safety &
Maintenance Manager
Responsibilities: Manage an Asset Protection / Safety & Maintenance
departments for a (630) thousand square foot distribution center for the
Northeast corridor of Kmart stores. Responsible for training and operation
of an Asset Protection staff of 27 contract and proprietary officers,
safety training/operation of distribution center equipment for 300
personnel and a maintenance staff of 7 mechanics maintaining the
distribution center equipment and facility. Train Asset Protection staff
on proper procedures loading/off loading trailers for shrink reduction
recognition. Instruct Asset protection staff on proper reporting
procedures and report writing. Train Asset Protection staff on trailer
tracking system. Responsible for investigations of equipment accidents,
theft, destruction of property. Handle all OSHA reports, documentation and
site visits.
August 1988 to March 1997 Purity Supermarkets Inc.,
Billerica, MA
Central Station/Loss Prevention Manager
Responsibilities: Manage and monitor all aspects of loss prevention
equipment and devices associated with monitoring (1.2) million
square feet of storage space for both dry and perishable product at
three warehouse locations, (88) thousand square feet of corporate
offices, (65) supermarket locations and (32) convenience stores with a
staff of 6 for a 24/7 operation. Responsible for coordination
with emergency response personnel, fire/police and company executives.
Coordinate investigations of store associates, office
associates and distribution center associates suspected of wrong
doings.
March 1987 to July 1988 Honeywell Electro-Optics
Division, Lexington, MA
Lead Supervisor Physical
Security
Responsibilities: Supervise a proprietary security force of 38 DoD cleared
officers for 3 facilities in compliance with DOD and military standards.
Provide training to the officer force in accordance with NISPOM standards,
CPR/First Aid, responsible for payroll,
and similar human relations functions. Train officers on security
violation recognition, proper reporting procedures and report writing.
Train officers on customer service techniques. Provide orientation and
security training to a population of 1200 employees.
January 1984 to March 1987 Wang Laboratories, Lowell,
MA
Security Manager
Responsibilities: Manage and train both contracted and proprietary
security force totaling 100+ officers. Maintain facility assets and
building support systems. Train officers on alarm response, patrolling and
report writing. Developed a training manual for the contract officer force
for uniformity training issues for all Wang Facilities nationwide. Assist
the Facilities Manager on building maintenance projects. Operate/Manage a
Security Monitoring Center, 24/7 operation, for the company across the
United States and Puerto Rico. Ensure there is communications with
executives.
November 1982 to December 1983 First Security Corporation,
Lowell, MA
Facilities
Supervisor
Responsibilities: Supervise and organize 27 contracted security officers
within client requirements. Train officers on report writing, alarm
response and patrol procedures. Assist client on budget development for
long and short term goals. Provide training in accordance with client
policies/procedures and provide Orientation
Training for client employees.
May 1978 to July 1983 United States Army
- - Military Intelligence
Commanding
Officer (Capt.)
Responsibilities: Positions attained encompassed a variety of assignments
to include Platoon Leader, Reserve Unit Advisor, Executive Officer,
Commanding Officer of soldiers up to 300+. Developed/Implemented a
battalion training program utilizing Military Intelligence Skill Training
with ordinary soldier training. Instituted a soldier recognition program
while assigned as Company Commander. Meet with soldiers at all times
demonstrating team efforts for successful accomplishment of the mission.
Responsible for overall training and health/welfare of these soldiers.
Assigned a tour as a Course Development Officer for Service Schools of
Military Intelligence. Developed/updated/maintained course information for
instruction of the entire enlisted/officer Military Intelligence community
for the US Army. Assigned a tour at Valley Forge Military Academy as a
Tactical-Training Officer for 150 cadets and Aid de Camp to the
Superintendent and Commandant of the Academy.
Other Experiences & Accomplishments:
. Maintain active Secret clearance
. Work and train within guidelines of NISPOM and DoD regulations.
. Maintain inventory control and assist IC/QA department.
. Plan and implement shrink reduction programs.
. Plan and implement effective safety awareness programs to
reduce injury to associates.
. Plan and implement training programs for safe operation of
powered equipment by associates.
. Manage and oversee the repair and maintenance of equipment and
facility.
. Plan and implement preventative maintenance programs for
equipment and facility.
. Obtain and review contractor bids for repairs; determine
appropriate contractor and hire same.
. Coordinate all telecommunication systems installation and
operation
. Develop and establish company safety and security awareness
programs.
. Operate a secure internal / external mail service.
. Perform function/duties as shipper/receiver
. Design and implement associate access control programs for
designated areas as well as work with employees on
installation of card access readers for departments of 140+
personnel.
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