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Customer Service Management

Providence, Rhode Island, United States
April 17, 2018

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Dann Gwann

** ********* ****

Providence, RI ****0

401-***-**** Home, 401-***-**** Cell * Email:

Summary of Qualifications

Multi-faceted professional with over 15 years of Customer Service experience in commercial and academic settings. Strong team leader with demonstrated contributions to productive, efficient business operations and positive professional partnerships.

Areas of proven strength include:

Project Planning & Coordination

Cost Control & Expense Budgeting

Staff Supervision & Training

Events Planning/ Inspection of all facilities(buildings)

Interviewing and Recruiting

Customer Relations

Professional Experience

Health Alliance, Leominster Hospital, Leominster, MA 2013 - 03/2017

Operations Manager; Environmental Services

Provide patient care/services, public relations, training, interviewing/hiring, inventory control, scheduling, prepare payroll, daily inspections, coordinating patient surveys, overseeing housekeeping/transport staff and handling linen issues

Massachusetts General Hospital, Boston, MA 2009- 2011

Team Leader; Support Associate; Emergency Department

Provide supervision, administer training, Customer service/Relations, and Handle daily supply requisitions, Re-assigning staff (Associates and Transport) to meet demand, constantly interacting with other Department Leaders to resolve difficult issues...

BROWN UNIVERSITY, Providence, RI 1999 – 2007 Supervisor, Facilities Management

Provide supervision for 40 union staff with responsibility for managing a broad range of daily work assignments, setting goals, covering events, scheduling, evaluating job performance and ensuring appropriate training of safety regulations. Effectively use an empowering, participatory management style that breeds accountability, teamwork, continuous improvement, and results.

Oversee, manage and coordinate resources to implement and execute major university special events. Utilize appropriate scheduling tools, assignment of designated staff and assurance that key control systems are in place.

Improved daily attendance, quality and quantity of assignments by developing a strategy to improve performance and attendance issues while exercising management directives and assuring compliance with the collective bargaining agreement.

Set and monitor cost controls to maintain the most cost-effective methods of delivering services in line with Facilities Management budgets and Client expectations.

D. Gwann Page 2

Foxwoods Casino, Ledyard, CT 1997 -1999

Manager, Guest Services

Successfully managed, directed and delegated assignments to twenty-one personnel on a daily basis.

Investigated, listened, and problem-solved customer complaints to mutual satisfaction.

Oversaw Housing/Accommodations for guests of Hotel Resort

Donnelly’s Clothing, Providence, RI 1988- 1996


Managed staffing and schedule of Sale Associates, submitting performance evaluations and making wage recommendations.

Developed strong customer loyalty by providing exceptional customer service.


BA Business Administration, University of Texas, PAN AM, Edinburgh, Texas, 1988

Specialized Training

Brown University

Office of Training & Development

Supervisory Development Program 2000 2001

Management Development Program 2001-2002

Health Alliance Hospital, Leominster, MA

Management Lean White Belt; 2015

Management Lean Yellow Belt; 2015

Specialized Skills

Preventive maintenance planning

Problem Resolution

Quality and Productivity Improvement

Personnel Management

Problem solving and decision making

Performance Improvement

Strategic Thinker

Productivity/performance improvement

Volunteer/Community Involvement

Brown University, President’s Staff Advisory Committee (SAC) Member 2002 –2003

Association of African Organizations in Rhode Island, and Massachusetts 1990 - 1998


Planned, Directed, Organized and Implemented organization mission and plans. Overseeing Fundraising events/activities, including community outreach and education.\

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