Manager Customer Service

Summary Of Qualification

Senior level manager with ten years of management experience. Offering strong leadership and

managerial skills along with the ability to think outside the box.

• Proven Expertise and Capabilities

Operations / Project Management

• Communications

• Budget planning/ P&L responsibility

• Process/ Project design and development

• Full HR responsibility over a wide range of operational environments

• Relationship development between private sector/ Local government and labor

• Employee Training

• Cross functional team building

• Experienced in multi location management.

• Customer service expertise and training

Experience

2010 to 2012

Taxi San Jose, Mineta San Jose international Airport.

Operations Manager

Taxi San Jose provides active management and support to SJC for the on-demand ground transportation

program, supporting over 300 independently contracted drivers from 17 different companies.

Responsibility included but was not limited to;

• Primary liaison between the San Jose Airport Commission, the San Jose City Council, San Jose

Police permitting unit and Taxi San Jose.

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• All HR functions including, selection and training of personnel, performance reviews and

development, discipline of union, non-union and contract employees.

• Reporting, Review of daily shift and incident reports and investigation of all incident reports.

Attend and report at quarterly board meeting offering recommendation for performance

improvements. Communicated the status of all key performance indicators to program

stakeholders. Weekly status report and meeting with SJC ground transportation administration.

• Full P&L responsibility and budget control.

• Facilities Management.

• Developed strong positive working relationships with The Airport Commission, City Council, and

Airport administration resulting in a new multiple year service contracts.

• Responsibility for maintaining full CAL- OSHA regulatory compliance.

ABMI ACSS Security Services, Santa Clara Ca. 2002 to 2010

Site Manager

Responsibility included but not limited to;

• Functioned as primary point of contact between clients / property managers and the ABM

branch office.

• Contract P & L responsibility and client development.

• Full staffing responsibility for a diverse client base

• Advised senior leaders on operational security issues offering solutions to challenges.

Including quarterly review and updating of post orders

• Established training standards and guidelines for the patrol division of the Santa Clara

branch.

• Helped in the development of security protocol for the control of radiological materials in

the hospital environment in accordance with guidelines set forward by the Department of

Homeland Security

• Transformed the underperforming patrol division into a growing and profitable division.

• Development of “Basic Training” standards resulting in the deployment of trained quality

security officers. This Included site specific safety regulations.

• Trained in multi location management

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1998 to 2001

Arrow Path, Atherton Ca

Project Presenter / Consultant

Responsibilities included but were not limited to;

• Development and implementation of marketing presentation regarding new concepts and services

in the technologies arena in search of Venture Capital funding.

• Managed communications responses for clients in response to the perceived Y2K threat.

• Met with client representatives to determine marketing goals and target markets.

• Conducted research to determine project viability and profitability.

• A well developed skill in business plan presentation and building client relationships.

• Expert in communication and team building.

Venture capital funding of 17 projects ranging is scope from high to low

technologies.

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Namco / Atari Games, Santa Clara, Atlanta, Tokyo 1993 to 1998

Responsibility of this position included but was not limited to:

• Research, development and testing of prototype video entertainment equipment.

• Overseeing the day to day operations at three test locations.

• Management of payroll, budget and staff management for three test locations.

• Trade show logistical support

• Trained in multi location management

• Developed skills in personnel management

• Project budget control and P&L responsibility

Education

San Jose State University, San Jose CA

B.S., Computer technology, Minor: Business Management

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