Manager Customer Service
Resume:
RICHARD W. SHEPARD
Fairview Heights, IL 62208
abjj1e@r.postjobfree.com
PROFESSIONAL OBJECTIVE
To obtain the position of Area Manager with The Service Companies, where I
can utilize my previous proven experience in management positions in a
military background, as well housekeeping management positions in a hotel,
at Barnes-Jewish Hospital, and my current position as Housekeeping
Supervisor in a YMCA.
Management - Expertise in personnel supervision, quality assurance,
training and education, customer service, professional relations, staffing
and direction. Plans, coordinates and directs projects. Meets deadlines
and completes projects within budget.
Team Building - Decisive team leader with extensive experience developing
talent and creating effective training programs and identifying personnel
with skills worthy of promotion.
Communication - Persuasive communicator with outstanding oral, written, and
interpersonal communication skills. Able to develop productive
relationships with colleagues, customers and staff.
Awards and Achievements - Five Employee of the Month awards; two Employee
of the Quarter awards; two Air Force Commendation Medals and one Air Force
Achievement for professionalism for work performed for 12 consecutive
years. Selected ahead of peers eight times for higher-level positions.
EXPERIENCE
Housekeeping Supervisor
April 2010 - Present
YMCA, O'Fallon, IL
Supervise a staff of 10 personnel responsible for the daily cleaning of the
YMCA. Determined that the required floor work was not being done as
scheduled and put the floor work on a daily schedule. Identified personnel
who were not completing tasks as expected, enforced the implementation of a
task schedule to improve overall cleaning and terminated personnel who were
unwilling to perform cleaning tasks according to the schedule. Improved
appearance and received numerous compliments from members. Started the
search for new staff members that are willing to perform assigned tasks,
including a new lead housekeeper.
Housekeeping Supervisor/Manager
February 2002 - April 2009
Barnes-Jewish Hospital, St. Louis, MO
Started as a supervisor, supervising 50 employees. Promoted to Manager in
November 2006, managing 120 employees. Determined which projects were to
be accomplished and scheduled resources to accomplish tasks. Interviewed,
hired, trained and evaluated personnel, disciplined and terminated
employees as needed.
Assistant Housekeeping Manager
September 1999 - November 2001
Marriott Pavilion Hotel, St. Louis, MO
Supervised over 50 employees. Created work assignments and schedules.
Counseled employees and performed evaluations. Conducted inspections to
ensure company's standards were being maintained. Completed inventories
and ordered supplies as necessary.
Richard W. Shepard
abjj1e@r.postjobfree.com
EXPERIENCE (continued)
Housekeeping Supervisor
July 1995 - September 1999
Marriott's Tan-Tar-A Resort, Osage Beach, MO
Supervised over 45 employees. Conducted quality control inspections.
Proposed building a ramp, making facilities accessible to physically
challenged guests. Proposal was approved and ramp built. Implemented
employee recognition program, improving morale and production.
Assistant Manager
February 1994 - June 1995
Miner Mike's Adventure Town, Osage Beach, MO
Supervised over 60 employees in eight different work centers. Identified
two safety problems which new owners corrected before business opened;
prevented injuries and avoided possible lawsuits. Interviewed, trained,
scheduled, counseled employees and wrote evaluations. Conducted
inventories and ordered required supplies.
Personnel Programs/Office Manager
September 1973 - October 1993
United States Air Force
Eliminated an unnecessary training program, introducing manpower into the
working environment ahead of schedule, saving approximately $350,000.
Spearheaded a program to retrain almost 100 employees into positions with
manpower shortages rather than over man one location by 150%.
Acted as liaison to personnel offices worldwide regarding several personnel
programs.
Provided guidance through briefings, telephonic and written communications.
Streamlined a process to select the most qualified personnel for higher-
level training courses, maximizing investment of training dollars.
Coordinated with appropriate personnel to ensure only qualified candidates
were being allowed to retrain into new career fields.
Developed training materials and trained personnel individually and in
groups.
Wrote, coordinated, and submitted for publication a personnel regulation to
be used by personnel offices worldwide.
Implemented a procedure to place academically eliminated personnel into
other shortage areas - saving thousands of dollars annually in missed
training opportunities.
Created a more positive impact on personnel who were forced to retrain into
new career fields by contacting them and coordinating their retraining and
relocation..
Assisted personnel by determining their qualifications and processing their
requests for employment in new career fields.
EDUCATION
Bachelor's Degree - Business Administration
Bellevue University; Bellevue, NE.
Associate's Degree - General Studies
Pike's Peak Community College; Colorado Springs, CO
.
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