Customer Service Manager

Maxwell O. Schwed

**A Munoz Street, Makawao, HI 96768 • ********@*****.*** • 216-***-****

Summary

Successful, seasoned management professional with over eight years’ experience in operations; strong skills in team

development, project coordination, budget and financial analysis, contractor negotiations and customer service.

Experience Highlights

Operations Management

Supervised 200+ (both union and non-union) employees, including cashiers, maintenance staff,

off-duty police officers, security guards, valet drivers, shuttle drivers, cashiers, supervisors,

bookkeepers, assistant managers, marketing director, facility managers, general managers, senior

facility managers, and senior managers

Responsible for all aspects operating of more than 35 parking facilities consisting of self-park, valet,

and special event locations

Oversight of the New York tri-state and Cleveland, Ohio maintenance programs servicing multiple

locations, offering such services as: power sweeping, power washing, line striping, snow removal,

light carpentry, landscaping etc.

Full budget attainment and P&L review responsibilities

Responsible for more than $30M in gross revenues

Project Management

Successfully opened multiple new parking structures, working closely with design and

construction firms

Responsible for implementation of revenue control equipment at multiple locations including St.

Joseph’s Regional Medical Center, The Cleveland Clinic, Yankee Stadium, Case Western Reserve

University and New Jersey Transit Locations

Sales and Marketing

Business development

Proposal drafting both unsolicited and in response to RFPs

Contract negotiation

Responsible for development and implementation of m arketing initiatives promoting online

parking sales

Direct mail and online marketing campaigns

Pioneered the use of digital advertising displays in the parking industry

Designed internal and external informational, way -finding and advertising signage

Administrative

Increased internal audit scores by 175 percent

Development of parking rules and regulations at multiple locations, including Case Western

Reserve University, The Cleveland Clinic, University Hospitals of Cleveland and Montclair State

University

Oversight of parking violation issuance and appeal process at multiple locations

Development of measures of success matrices to use as an effective management tool and to

ensure superior customer service

Responsible for Sarbanes-Oxley compliance

Human Resources

Development of employee incentive programs

Responsible for all aspects of the hiring process, including recruitment, interviewing and

background verification

Employee training, coaching and discipline

Client Relations

Municipalities Hotels

New York City Parks Department – Marriott Hotel – Key Tower,

New York, New York Cleveland, OH

New York City Hall – New York, New Intercontinental Hotel – Cleveland,

York OH

New York Police Department – New Grand Hyatt – New York, New York

Club Quarters Hotel – New York,

York, New York

Township New York

of Bloomfield –

Bloomfield, New Jersey Professional Sports

City of Cleveland – Cleveland, Ohio Cleveland Indians/Progressive Field

Cleveland Police Department – – Cleveland, Ohio

Cleveland Cavaliers/Quicken Loans

Cleveland, Ohio

Public-Private Partnerships Arena – Cleveland, Ohio

New York Economic Development New York Yankees – Bronx, New

Corporation – New York, New York York

New Jersey Transit – Newark, New Major League Baseball – New York,

Jersey New York

New York Islanders/Nassau County

Hospitals and Universities

Montclair State University – Coliseum – Uniondale, New York

Brooklyn Nets/Barclays Center –

Montclair, New Jersey

Case Western Reserve University – Brooklyn, New York

Cleveland, Ohio Miscellaneous

University Hospitals of Cleveland – ESPN and YES Television Networks

Cleveland, Ohio New York, New York

Columbia University – New York, Brookfield Properties – New York,

New York New York

Mount Sinai Medical Center – New American Museum of Natural

York, New York History – New York, New York

Bridgeport Hospital – Bridgeport, Rego Park Center – Queens, New

Connecticut York

Cleveland Clinic – Cleveland, Ohio

Employment History

Standard Parking Corporation

Regional Manager, New York, New York, May 2011 – January 2013

Senior Manager, Bronx, New York – March 2009 – April 2011

Senior Manager, Little Falls, New Jersey – May 2008 –February 2009

Senior Facility Manager, Cleveland, Ohio – February 2007 – April 2008

Facility Manager, Cleveland, Ohio – January 2005 – January 2007

Assistant Facility Manager, Cleveland, Ohio – March 2004 – December 2004

Education

Washington State University Tulane University

Online Campus 2014-2016 New Orleans, LA 1999-2003

(expected) Major: Political Science

Master of Business Administration Minor: Psychology

Computer Skills

Microsoft Salesforce AS400

Office 2013

Awards

Standard Parking Senior Manager of the Year 2011

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