Customer Service Manager

CHESTER (CHET) JOHNS

*** * ********** ■ Valparaiso, Indiana 46385

Telephone: 219-***-**** ● Email: *********@*******.***

CAREER OBJECTIVE:

To leverage my unique experiences in the loss control consultation and insurance carrier risk

management industries in a corporation that offers personal and professional growth opportunities.

EXPERIENCE:

2007 – Present Safety and Environmental Solutions, Inc., Frisco, Texas

Loss Control Consultant:

Coordinate and perform site risk assessments as an Independent Contractor. Highlights of primary

responsibilities include but are not limited to:

• Work as a liaison between contracting corporation and insured clients

• Assess property, business interruption, worker compensation, fleet and general liability

exposures as well as product liabilities

• Review client emergency response procedures

• Verify corporate compliance of NFPA, EPA and OSHA standards

• Provide solutions for deficiencies within existing programs

• Specialization in hospitality, food processing, light manufacturing, construction and

transportation industries

2003 – 2007 Zurich Services Corporation, Schaumburg, Illinois

Risk Engineering Consultant:

Provided consultative risk management and loss control services to business clients focusing on

worker

compensation, general liability, auto, and property lines of insurance coverage. Highlights of primary

responsibilities included:

• Performed site risk assessments for businesses including but not limited to: hotels, restaurants,

shopping malls, parking garages, apartment buildings, food production facilities, manufacturing

plants, churches, youth camps, recreation centers, water parks, golf courses, and schools

• Consulted clients on OSHA and other jurisdictional compliance issues such as emergency

response, slip, trip, fall prevention, Bloodborne Pathogens, Hazardous Communications,

ergonomic/work station design, manual material handling, Lock Out Tag Out, swimming pool

safety, and HACCP

• Advised corporate clients regarding topics such as absence management, Safety Committees,

risk transfer policies, and commercial auto exposures

• Conducted managerial training on issues including accident/incident investigation, slip, trip fall

prevention, confined space, and crime deterrence

• Assisted clients in composing corporate Emergency Procedure Plans, Job Safety Analyses and

Risk Management Audit Forms

• Utilized the following tools while documenting customer service visits: Digital photography,

English XL Variable Incidence Meter (VIT) for slip coefficient tests, Risk Assessment Reports,

Key Exposure Reports, Customer Service Letters, Microsoft WORD, EXCEL, and POWER

POINT

• Identified and recommended solutions for loss drivers within each of the four lines of business

insurance coverage

• Communicated to Underwriters regarding the status of the various lines of coverage for each

client

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1997 – 2003 Ritz Carlton Hotel Chicago, Chicago, Illinois

Assistant Director of Security:

Accountable for the maintenance of the highest levels of security/safety at one of the world’s most

prestigious luxury hotels. Highlights of primary responsibilities included:

• Oversaw the entire operation of the Security Department while communicating directly with General

Manager and other executive committee members

•Educated staff including new hires in reference to the Training Manual

•Conducted orientation training for hotel associates regarding OSHA compliance as well as other

safety/security issues

•Assisted in the formulation of Contractor Compliance Program and Strike Contingency Plan

•Knowledgeable of fire safety, CCTV, and electronic locking systems

•Critiqued entire response team during fire, evacuation, and bomb drills

1997 Ramada Plaza Hotel O’Hare, Rosemont, Illinois

Assistant Director of Loss Prevention / Manager on Duty:

Managed all aspects of physical security at a 723-room, 25-acre airport/conference facility. Answerable

to all health and safety needs for guests and associates at property with two swimming pools and a nine-

hole golf course. Highlights of primary responsibilities included:

•Attended managerial staff meetings and training sessions

•Compiled and analyzed department records and procedures

•Investigated all reported missing property while advising staff of proper loss-recovery procedures

•Exposed to liability issues involving health club, shuttle transportation, and auto damage/theft

•Adhered to fire code, ADA, and OSHA regulations

•Responsible for the education of the loss prevention staff by emphasizing safety, security, and guest service

issues

1993 -1997 Hyatt Regency Chicago, Chicago, Illinois

Security Supervisor / Hotel Assistant Manager:

Responsible for administration of security and life safety operations in a 2,019- room luxury hotel /

convention facility. Highlights of primary responsibilities included:

•Trained, counseled and disciplined security personnel

•Conducted and supervised ongoing criminal investigations

•Interviewed victims, associates, suspects, witnesses and offenders

•Responded and oversaw all security and medical emergencies

•Performed risk management, safety and security assessments

•Supervised both in-house and contracted security personnel

•Assisted management in guest/associate dispute resolution and counseling

EDUCATION:

1991-1992 Bachelor of Science Degree at Indiana University Northwest, Gary, Indiana

Major: Criminal Justice, GPA Major: 3.83 / 4.0, Dean’s List: four semesters

1984-1988 Indiana University, Bloomington, Indiana

1983-1984 Purdue University North Central, Michigan City, Indiana

AWARDS / CERTIFICATIONS:

Insurance Institute of America-Certificate of General Insurance

OSHA 10 Hr. Construction Safety Certified Various Zurich Property & Casualty Courses

Ritz Managerial Course (12 Week) Hyatt Manager of the Quarter (8/96)

REFERENCES: Available Upon Request

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