Customer Service Manager

Lia V. Knower

**********@*****.*** 678-***-****

Professional Summary

Customer focused Facilities Manager with proven success enhancing workplace environments while

supporting diverse industries. Key strengths are team building, project management, and problem

resolution. Collaborative problem solver with strong knowledge of building systems, administrative services

and financial analysis. Expertise includes:

Lead team of up to 10 employees Project management

Emergency back up systems Security and Access Control systems

HVAC, electrical and plumbing systems Space and meeting planning

Procurement and vendor management Life and Safety

Professional Experience

Kaplan, Inc., Alpharetta, GA 2007 2014

Facilities Manager

Supervise staff of two Mailroom Clerks, one Facilities Coordinator and two Receptionists. Support 400 seat,

96,000 square foot, self managed, single tenant office building with an annual operating budget of $4.8

million. Responsible for routine and emergency maintenance and repair of all building equipment including

critical systems: UPS and generators.

● Projects managed: Base building improvements. Capital projects up to $500,000. School and office

relocations.

● Under direction of National Facilities Director, support multiple remote locations

● Saved company more that $50,000 in 2013 by consolidating and reducing leased copier and printer

fleet across three Kaplan subsidiary companies.

● Managed over 40 company relocation, consolidation and closure moves in 2013.

NetBank, Inc., Beaverton, OR 2004 2007

Facilities Manager

Supervised staff of five Receptionists and two Mail Room clerks. Supported one multi tenant and two single

tenant corporate buildings ranging in size from 60,000 square feet to 100,000 square feet. Managed

operating budgets of $3 to $5 million. Managed construction projects for improvements and new premises

including $4.8 million bank headquarters. Responsible for routine and emergency maintenance and repairs.

● Relocated by company from Oregon to Georgia to manage bank headquarters building.

● Nominated by business unit leader for Quarterly Super Hero Award 2005 for company relocation

project.

● Retained by FDIC as a Facilities Management Contractor after bank was closed.

Oregon Youth Soccer Association, Beaverton, OR 2003 2004

Director of Administrative Services

Supervised administrative staff of five Registrars, Receptionist and Administrative Assist. Managed annual

budget of $4 million. Bookkeeping, payroll and financial reporting. Collaborate with other directors to develop

and oversee policies and procedures. Administer benefits including medical, dental and 401K plans.

● Transitioned bookkeeping to inhouse from outsource. Annual savings $15,000

● Webmaster for association website. Automated score collection and reporting

● Modernized office operations by introducing computer programs and processes.

Palm, Inc., Portland, OR 2000 2002

Administrative Services Manager

Supported engineering team for internet start up later purchased by Palm, Inc. Administrative support for

CFO and CEO. Managed office and facilities operations. Bookkeeping, payroll, benefits administration,

financial reporting, arranged travel. Planned company events. Managed tenant improvement projects

including furniture restack and office remodel.

● Developed user documentation

● Designed webpages for WeSync.com website

● Acted as liaison for California and Oregon engineering teams

Education

Bachelor of Science in Communications, Southern Oregon University, Ashland, Oregon

Awards and Recognition

1999 Standard Insurance Company, President’s Award for Quality for excellence in customer service.

2005 NetBank, Inc., Quarterly Super Hero Award for excellence in customer service.

Associations

Member, International Facilities Management Association, Atlanta Chapter.

Race Director, A Stroll in Central Park 12 Hour Endurance Run

Race Director, Running Dead 100 mile Ultra Marathon

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