Customer Service Manager
Resume:
Robert Garneau
Warwick, NY
****@*********.***
SUMMARY
High Caliber Project/Operations Manager - Consistently successful in
managing and directing multi-disciplinary operations. Detail-oriented, at
ease handling multiple projects with equal competency. Expertise in asset
management programs, facility operations and business implementation
programs.
STRENGTHS
> Commitment to innovation, excellence and results driven. Provide
leadership, initiates improvements and strategic plans that exceed
operating and financial goals, client objectives and customer needs.
> Analytical decision-maker with excellent problem-solving skills. Able
to respond effectively to changing demands, strong organization and
time management skills. Proactive approach to conflict resolution and
extensive negotiation skills.
> Proven program management and team building skills. Aptitude for
employee recruitment and selection, through meticulous candidate
evaluations. Ability to motivate staff to surpass company goals,
vital to a successful program implementation.
> Skilled in most Microsoft applications, internet, and installing
hardware/software. Also worked with various vendors to adapt their
Flight Information/Weather Display Systems, Crossmatch Technologies,
and Security Access Control Systems for local applications.
ACCOMPLISHMENTS
> Directed multi-million dollar capital projects: main terminal
building, passenger loading bridges; new airfield lighting systems,
airport security access control and surveillance systems; Explosive
Detection Systems; remediation of airfield facilities
> Developed strategies to implement cost effective preventive
maintenance programs by changing products and contractors with
annual savings of $250,000 and an additional $1.5 million in
contract cost savings.
> Assisted with lease management and negotiated and implemented all
new service contracts for waste management, snow removal, security,
janitorial and fire/security protection systems. Supervised the
quality, on-time delivery and performance by subcontractors,
vendors and service providers.
> Pioneered and implemented the launch of the several new airlines
into the Stewart Market with business to business approaches.
> Managed annual budget of $2.7 million dollars.
> Negotiated lease agreements with two premier concessionaires
creating an additional $1. 5 million in additional revenue. Added
several ancillary concession operations to increase cash flow.
EXPERIENCE
Senior Operations/Facilities Manager 1999 to
2010
Directed all aspects of The "Red Coat" Program in order to meet and exceed
corporate and customer expectations. Responsibilities focus on improving
all aspects of the operational performance, increasing the customer base,
excelling at customer relations, program improvement and employee
development. Oversight of day-to-day operation.
> Responsible for creating an enhanced airport security screening process
that provides superior customer service and security, all while
safeguarding airport privacy.
> Identify opportunities, propose changes, and implement solutions for
technical problems and continuous service improvement. Analyzed airport
infrastructure, passenger volumes, and reconfigured security checkpoints.
Establish priorities for corrective actions on a critical timeline.
> Prepare reports on program status and milestones; compile information for
budgets, goals and objectives. Provide employee coaching, disciplinary
action, problem resolution and delegation of staff work assignments and
schedules. Created analytical reports based on parking and passenger
volumes
> Developed and maintained successful working relationships with the
various Airport Authorities, key aviation clients, the Transportation
Security Administration, Federal Security Directors, airport tenants, and
passengers.
> Responsible for hosting tabletop exercises, developing and preparing
airport emergency plans and served as airport liaison to city, state, and
federal emergency response agencies.
> Directly responsible for the asset management and maintenance of a
100,000 square foot facility, including snow removal, parking, leases,
concessions, HVAC systems, fire detection and suppression systems,
building and ramp lighting, and all security related functions.
Operational responsibility for managing and monitoring all tenant project
activities including pre-construction, start-up, field operations,
closeout, and post construction.
EDUCATION
Orange County Community College, Middletown, NY Business
Management
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