Customer Service Management

La Shelle D. Jenkins

**** **** ******, ** #*** ( WASHINGTON, DC 20011

*******.********@*****.*** 202-***-****

Professional Profile

Dedicated, results-minded administrative, operations and facilities

professional with a history of success in the planning, execution and

oversight of large, international projects and initiatives that are vital

to organizational success. Solid 13-year career in operational, financial

and administrative leadership, including budgeting, staff and vendor

relations, strategic planning and seamless project management for

construction, relocation and improvement efforts . Superior communication

and problem-solving skills. Core competencies include:

Complex Facilities Budgeting and Contract

Management Negotiations

Major Relocation and Team Building and Human

Construction Projects Resources

Marketing and Public Policy Development and

Relations Implementation

Contractor and Vendor Proactive Issue Resolution

Relations

Contingency and Emergency

Planning

Education and Credentials

Bachelor of Science in Business Administration, Trinity University,

Washington, DC,2009

Masters of Business Administration(MBA), Trinity University, Washington,

DC, expected graduation: 05/2014

Professional Development Courses: Crisis Management Plan Writing, Effective

Business Continuity Management, Strategic Management, Project Management,

Effective Human Resources Strategies, Effective Communication for Managers

Career Experience

Arena Stage, Washington, DC

Director of Facilities (08/2012-10/2013)

Provide leadership and oversight on matters relating to strategic planning,

facilities and security, emergency response and planning, construction,

physical plant management, fiscal oversight of 1.2 million dollar budget

and capital planning for Class A, 200,000 square feet commercial

entertainment venue.

Selected contributions:

. Immediately impacted the agency by cutting costs on vendor contracts

and making recommendations for significant costs savings on large scale

contracts to include over 50K of immediate savings

. Identified areas of inefficiency in staffing and processes and made

appropriate changes

. Developed Emergency Response Plan for operations

. Worked with vendor to make adjustments to Building Management System to

decrease energy usage and expenses

. Initiated energy/cost efficient project to retrofit VFDs on chillers

and retrofit lighting in facility

National Center for Children and Families, Bethesda, MD

Director of Administrative Services (09/2010 to 08/2012)

Directed large scale construction projects/build-outs, internal space

planning and moves. Manage contract for reproduction equipment and

services, food services, administrative and front desk staff, monitor

department budget, procure supplies and equipment, and Information

Technology for 10 mixed used commercial and residential facilities,

including a 12 acre campus and a 24 acre farm.

Selected contributions:

. Immediately impacted the agency by cutting costs and saving the

organization over 800K within the first 6 months

. Project management and close-out of a million dollar construction

project - The Fannie Mae Youth Activity Center

. Renovated a 24 acre farm and created a comfortable living environment

for the Agency's clients

. Restructured organizational wide recycling program to include recycling

campaign, new signage and staff education

. Restructured and managed food services program to incorporate Heart and

Soul healthy eating food model and developing department budget

. Renovated 11,000 sq ft of space, moved 50 employees and closed-out

9,000 sq ft of space within a two-week period. Project was completed

on time and under budget.

Chemonics International, Washington, DC

Facilities Manager (05/2007 to 06/2010)

Recruited to assist the FM department in its transition from a small

partnership to a corporate entity, providing attentive facilities planning

and supervision, while inspiring and managing change in a 300,000 Square

feet, Class A, commercial office building. Served as trusted liaison to

leadership, staff and vendors, and allocated expenses for the $100K budget.

Monitored, maintained and repaired all facility systems and equipment.

Organized internal space planning and moves. Designed new systems for

security and accessibility and Emergency Action Planning. Managed the

reprographics contract. Supervised 15 personnel for optimal productivity,

teamwork and morale.

Selected contributions:

. Immediately impacted the company by creating actionable plans for

emergency action, security and space protocols

. Revamped and revitalized the procurement process to enhance cycle times

and minimize the total cost of ownership (TCO) of essential goods and

services

. Resolved long-standing maintenance and building improvement issues,

which instantly drove up morale while increasing the safety and

efficiency of daily business operations

. Streamlined records management process by reducing operational costs

and providing training on the importance of records management

. Restructured organizational wide recycling program to include recycling

campaign, new signage and staff education

Mayer Brown, LLC., Washington, DC

Facilities Coordinator (04/2006 to 04/2007)

Coordinated all facets of facilities management, move planning, office

security and other time-sensitive operations for commercial office space in

the Washington, DC office of International Law Firm. Oversaw mailroom and

reprographic operations. Planned all logistics of office moves and

relocations. Created databases and generated reports. Supervised 3 direct

reports.

Selected contributions:

. Expertly managed relocation of 200 employees into additional office

space in Washington, DC with 100% on-budget and on-time results within

first two-weeks of being hired

. Skillfully managed asset inventory for Washington, DC office

. Improved customer service and team responsiveness by implementing

weekly team meetings, mandatory response times, and solicitation of

customer feed-back

. Key member of the Emergency Response Team for Washington, DC office,

coordinated training for team members in CPR, first aid and emergency

preparedness, and established new policies, procedures and tools to

ensure the safety of all staff members

. Improved vendor relations by establishing core expectations and

standards

Association of American Medical Colleges, Washington, DC

Facilities Manager (11/2004-01/2006)

Directed all aspects of facility and property management operations for two

association owned Class A, corporate office buildings. Managed a high-

performing team of administrative personnel responsible for office support,

inventory, facility operations, finances and vending services - second in

command to Vice President of Facilities. Developed and implemented building

maintenance functions. Relocated furniture and equipment.

Selected contributions:

. Championed all phases of a large-scale construction build-out and

renovation, from initial research (market survey and cost/benefit

analysis for the entire project) through selecting consultants and

providing comprehensive project management

. Saved the organization 50K by renegotiating contracts with vendors,

cutting costs related to carpet maintenance, painting and restoration,

supplies, furniture and coffee

. Significantly improved customer service by resolving ongoing

maintenance concerns and establishing open lines of communication

between various departments and contractors

. Increased financial performance by creating profitability models that

highlighted opportunities for trimming costs without sacrificing client

relations and administrative excellence

. Streamlined records management process by reducing inventory 25% and

establishing bill-back cost centers; contributed to significant cost-

savings for the association's bottom-line

Corporation for Enterprise Development, Washington, DC

Office Operations Manager (09/2000 to 11/2004)

Supervised three team members to boost organization and efficiency in

multiple administrative areas. Oversaw mail sorting and distribution,

office supply inventory and courier services. Developed the budget and

tracked performance statistics. Installed communication equipment and

maintained telephone account reports.

Selected contributions:

. Expedited and supported day-to-day operations by performing monthly

budget preparation, mailroom functions, courier/overnight distribution

and events planning services.

. Implemented financial procedures in line with organizational guidelines

for all office-related expenses; monitored and approved office related

expenses and invoices and managed petty cash.

. Modernized key office systems by upgrading telecommunications system

and copiers

. Renovated outdated policies and procedures and eliminated inefficient

processes

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