Director of Customer Experience

PROFESSIONAL EXPERIENCE

Wayne County Airport Authority Detroit, MI

Director of Customer Experience, Diverse Facility Solutions February 2014-February 2019

oManage the operations of the Delta McNamara Terminal at the Detroit metro airport

oManage the operations of 15 Wayne County buildings surrounding the Detroit metro airport

oOversee 1st, 2nd and 3rd shift janitorial services and creating work schedules to ensure coverage of building operations

oTrack, manage and input payroll information for employees including schedule, hours, increases and time off

oNegotiate employment status with union representatives and employees

oOrder and inventory supply stock for all facilities

oAttend monthly meetings with customer; generate reports for these meetings and follow-up weekly and monthly with additional updates

oConduct Orientation and New Hire Training programs for new employees

oSchedule and manage project team schedules, perform QAQC inspections and analyze data to ensure schedules are met and meet the needs of the facilities

Detroit Metro Airport, McNamara Terminal Operation Detroit, MI

Human Resources Manager, Diverse Facility Solutions January 2011-February 2014

oTrack, manage and input payroll information for employees including schedule, hours, increases and time off

oNegotiate employment status with union representatives and employees

oAttend unemployment hearings on behalf of DFS

oGenerate reports for monthly customer meetings

oEnforce Standard Operation Procedures for management and team members

oInterview and make hiring recommendations for new employees

oConduct Orientation and New Hire Training programs for new employees

oAdministrative tasks: filing, typing, faxing, receiving and making phone calls

Detroit Metro Airport Detroit, MI

Kleen Tech Services June 2009 – February 2010

Administrative Assistant

oAdministrative tasks: filing, typing, faxing, receiving and making phone calls

oUpdate Payroll information in E-pay database

oResponsible for tracking equipment, generating reports, creating work orders

oDirect interaction with Customers, Managers, Supervisors, Custodians

Michigan State University Lansing, MI

Physical Plant Department October 2005- May 2009

Student Custodian

oResponsible for training new employees on cleaning tasks, proper procedures and chemical use

oManaged custodial crew during organized events including shows, basketball games, and graduation

EDUCATION

Michigan State University Lansing, Michigan

Bachelor of Science, Social Science January 2005- May 2009

oMajor in Interdisciplinary Health Studies

oMinor in Psychology

SKILLS

oCreating Standard Operating Procedures meeting company policy and client requirements

oCustomer Service & Employee Relations

oSoftware: skilled with Mac OS, and MS Office (Word, Power Point, Excel)

oFamiliar with entering information in database programs such as E-Pay, Clean-Telligent and creating spread sheets

oAdvanced Internet skills such as researching and recovering information

oWorking knowledge of janitorial operations, equipment & supplies

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