Post Job Free

Resume

Sign in

Manager Customer Service

Location:
Wilmington, DE
Posted:
November 21, 2017

Contact this candidate

Resume:

Rosa M. Nesmith

*** ****** *****, **********, ** 19802

302-***-****

Professional Summary

Well known Enterprise Wide relating positively to employees, management and agencies of all levels. Act as liaison between different departments, with extensive knowledge and proven ability to develop productive working relationships. Strong communication, organizational, and customer service skills. Content in positions of responsibility, self-motivated, work independently, planning, prioritizing, multi-tasking or working in a fast paced team environment. Eager to learn new tasks, adapt to new and changing situations. Demonstrate a solid work ethic in achieving work goals.

Employment History

National Railroad Passenger Corporation (Amtrak) Safety Analyst – Central Reporting Corporate Headquarters, Washington, DC 2006-2015

Manage the Hearing Conservation Program (HCP), providing day-to-day administration to achieve the goals of the employees and management involved and to ensure all are fully informed of the process and understand the expectations of the program. Ensure employees receive the required audiometric testing and re-testing in compliance with the FRA and OSHA.

Maintain records for the Hearing Conservation Programs according to the FRA and OSHA mandates for Standard Threshold Shifts (STS) and retesting. Provide expertise of federal regulations regarding the Hearing Conservation Program.

Maintain a variety of reports, databases and tracking systems available to ensure the field staff can benefit from the statistical information. Liaison with the FRA and OSHA regarding audiometric testing data, producing required monthly, annual, statistical reports and reports upon requests.

Managing the Hearing Conservation vendor: create vendor contracts (Scope of Work) in conjunction with Procurement, regularly monitor contracted vendors to ensure they are responsive to the needs of Amtrak with continuous high level of quality performance and service and to ensure adherence to program policies and procedures. Monitor the testing process conducted through the Occupational Health Facilities to ensure services are provided in accordance with FRA and OSHA regulations, maintaining databases. Assist with updating the Amtrak approved medical facilities on the Drug and Alcohol Intranet sites.

Prepare/Record information for Audiometric Testing, Injury Illnesses, rail/Grad Crossing Incidents according to FRA regulations and the Medical Department for Medical Review which is entered in to the ASIS database. Tested programs in the upgraded ASIS system.

Instrumental in coordinating the flu shot enterprise wide, active participation in the Health and Safety Fairs. Developed, implemented, and coordinated health and wellness challenges which include walking competitions, weight reduction, health assessments, and biometric screenings based on the business objective. Act as an internal consultant and health management expert.

Manage Health Services and EAP budgets, variances, and participated in related systems upgrade training initiates. Managed the financial impact and budget of programs and projects.

Accident Reporting Secretary – Safety and Environmental Department Wilmington, DE 1993 – 2006

This position required high-level internal and external customer contact. Utilize problem-solving and quick decision making skills while handling confidential issues. Work closely with Safety Manager, Safety Coordinators, Health Services Manager, Environmental Manager, Safety Committee and team members as required. Transported/Escorted, processed Safety documentation for injured employees, random tested employees, pre-employments, for cause and return to work employees to approved Occupational Facilities.

Coordinated Safety & Environmental training requirements though SAP to ensure OSHA and FRA regulatory compliance. Scheduled classes, made travel, lodging, and vehicle arrangements. Generate background statistical information via the ASIS program.

Prior positions 1980 – 1993

My early years I held various agreement-covered administrative positions in Maryland and Delaware supporting managers, directors, and senior level management. These positions allowed me to develop and refine my administrative and managerial skills.

Education

Masters of Science

Human Resources Management

Wilmington, College, Wilmington, DE

Council for Accreditation in Occupational Conservation

Certified Occupational Hearing Conservationist

National Wellness Institute

Certified Wellness Manager

Proficient in the following computer applications

Payroll: SAP, EIP

Finance: Fingate/FIS, e-trax, purchase orders, payment requests, expense reports, CICSPROD, AAMPS

Safety: ASIS, HSIS,

Microsoft Suites: Excel, Word, PowerPoint, Access

Committees

PSSA (5 years)

Lean Six Sigma

Safe-to-Safer Observer

References Provided Upon Request



Contact this candidate