Customer Service Quality Assurance

Wendell Parker

**** ****** ****** ? New Orleans, LA 70117

Mobile: 865-***-**** ? *******.********@*****.***

Candidate: Large-Scale Medical or Retail Operations & Facilities Management

Results-driven professional with extensive senior-level retail management

experience in big box & multi-unit operations,

facilities management, teambuilding, and business development in leading

corporate & medical firms.

Hospital & Medical Facilities Mgmt.

Big Box & Multi-Unit Retail Facilities

Ensuring Strict Safety Awareness

Environmental Waste Removal

Recruiting & Developing Leaders

Effective HR & Training Leadership

Vendor Partnerships & Relationships

Process Improvements & Efficiency

National Fortune 500 Client Skills

Budget & Cost Management Control

JCAHO/OSHA/Federal Compliance

Quality-Focused Management Style

OVERVIEW Skilled in all aspects of operations and organizational

development, maintaining and controlling costs,

developing strong managers and teams, maintaining key

client relations, maintaining and updating skills,

procurement, and overseeing staffing and operations.

Extensive experience in employee leadership, major

account management, and customer service.

MANAGEMENT Skilled in staff management, business development,

logistics and planning, coordinating subcontracts,

motivating employees, inspiring excellent customer

service, budgetary accountability, managing operations,

ensuring consistency in work processes, maintaining

quality assurance, maximizing profitability, and

implementing new programs.

PROFESSIONAL EXPERIENCE

Expert NJS, Inc. (formerly Expert JMS Facility Maintenance Services);

Knoxville, TN; 2004 to 2014

Senior VP of Operations / Eastern Division Regional VP; 2007-Present

. Traveled throughout the U.S. overseeing $62 million in

operations and subcontracts for major multi-unit retail

clients, including 1,352 Rite Aid Drug Stores, 1,000

Walgreens locations, 2,200 Advance Auto Parts stores, and

hundreds of K-Mart and Sears facilities. Contracts provided

for all maintenance services, floor care, and related

maintenance and janitorial services.

. Coordinated a variety of HR, Training, Scheduling, and

Management functions for 5 Regional VPs, 27 District

Managers, 40 Area Managers, and 1,500 subcontracts.

Promoted to Senior VP of Operations position in 2008 due to

outstanding performance and leadership skills.

. Achieved an Excellent Safety Record throughout career.

Received Extraordinary Service & Dedication Award for Rite

Aid in March 2013 and ExpertNJS Corporate Award in March

2012 for record-setting results.

Eastern Division Regional VP; 2004-2007

. Recruited by Expert JMS as VP in 2004 to introduce the

hospital / medical standard of cleanliness and sanitation

into the retail sector. Managed a budget of approximately

$23 million over 22 states, with responsibility for major

accounts, including Price Chopper, Tops, Minyard's, Big

Lots, Rite Aid, Hancock Fabrics, USPS, and Earthfare. Won

the "Hurricane Hero 2005 Award" from Rite Aid after

Katrina.

. Oversaw and supervise daily productivity of 2 area

supervisors, 11 District Managers, and 2 Vice Presidents.

Duties included Public Relations and Quality Assurance.

Approved business expenses for District and Regional

Managers. Conducted ongoing problem solving to ensure

smooth operations.

Summit Services Group, Inc.; Newton Lower Falls, MA; 2003-2004

Senior District Manager

. Selected as Senior District Manager and assigned to manage

and supervise 20 District Managers serving over 227 nursing

home facilities throughout California, Oregon, Colorado,

Iowa, Kansas, Nevada, Seattle, Texas, Oklahoma, Missouri,

Mississippi, and Louisiana. Duties included Purchasing,

Inventory Control, HR, Operational Startup, and training of

new hire District Managers.

. Accountable for the overall cleanliness (housekeeping) of

each facility, including laundry and maintenance,

established and maintained operating budgets for each

facility, and coordinated PR and monthly quality assurance

throughout the region. Negotiated favorable pricing and

terms while controlling costs when purchasing supplies and

equipment.

Wendell Parker Professional R sum , Page 2

Hospital Housekeeping Systems, Inc.; New Orleans, LA; 2001-2002

Environmental Services Director / Tenant Mercy Hospital - Meadowcrest

Hospital

. Served as Environmental Services Director for Tenant Mercy

/ Meadowcrest Hospitals with responsibility for

coordinating and directing the overall operations of the

EVS Departments for both hospitals. Established and

maintained the operating budget, including purchasing,

inventory control, and HR management.

. Negotiated favorable pricing and terms, controlled costs

for purchase of supplies and capital equipment, and managed

the Medical Waste Removal Program in compliance with local,

state, and federal regulations. Responsible for public

recruiting, training, and staff in reaching quality

performance and patient satisfaction.

Harrah's New Orleans Casino; New Orleans, LA; 1994-2000

Environmental Services Director

. Recruited as Environmental Services Director for the

region's largest land-based casino facility. Responsible

for overall operations of the EVS Department including

cleanliness throughout entire casino, grounds, and outer

buildings. Supervised and scheduled 310 line staff, 16

supervisors, 10 lead personnel, and 6 shift managers for a

200,000 sq. ft. facility.

. Managed a budget of $3.5 million, including salary and

wages, supplies, equipment, and other facility needs.

Provided counseling and support to personnel to meet

specific job responsibilities for compliance with

regulatory, departmental, and company policies.

F. Edward Hebert Hospital; New Orleans, LA; 1983-1994

Director of Support Services

. As Director of Support Services for this medical facility,

supervised 218 employees and managed operations and

planning for the Environmental Services, Plant Engineering

& Maintenance, Bio-Med Fire & Safety, Laundry / Linen,

Security, and Grounds departments. Maintained hospital in

compliance with local, state, and federal regulatory

requirements. Responsible for recruiting, training, and

developing new management staff.

. Responsibilities included delegating and overseeing

cleanliness throughout the entire plant/hospital,

overseeing the Housekeeping department, managing a $2.1

million budget, and preparing the hospital for inspections

by JCAHO, OSHA, and the State of Louisiana.

. Planned, organized, and directed all functions of

facilities management and grounds, oversaw major repairs,

renovations, new constructions, loss prevention management,

and telecommunications for a 365,000 sq. ft. plant.

Established and implemented Bio-Med and Fire & Safety

policies, procedures and objectives, directed all functions

that provided safety testing, maintenance and repairs to

all bio-medical and electronic communications equipment and

coordinated inspections by State, Fire, Health, CARF, and

ADA.

New Orleans Hilton Riverside Hotel & Towers; New Orleans, LA; 1980-1983

Senior Convention & Houseman Manager

. Responsibilities included arranging banquet rooms for

meeting, receptions, banquets and other functions,

preparing diagrams for large banquets and conventions

throughout hotel, scheduling personnel, ensuring quality

guest services, and supervising special requests.

EDUCATIONAL BACKGROUND

Continuing Education & OSHA Training; 1980 to 2011

2nd Class Engineering License, Building Relationships, Better Business

English in 30 Minutes A Day,151 Quick Ideas to Manage Time,

Understanding Team Dynamics, How to Manage Difficult People, The 8

Essential Steps to Conflict Resolution, Harvard Business Review -

Appraising Employee Performance, The 5 Dysfunctions of a Team, 360

Feedback Strategies, Tactics & Techniques for Developing Leaders, The

Assertive Way - Mastering the Art of Effective Communication, Business

Writing for the Information Age, Listening, the Forgotten Skill,

Performance Management, Harvard Business - Coaching & Mentoring, How

to Become a Rainmaker - The Rules for Getting & Keeping Customers &

Clients, Perfect Phrases for Customer Service, How to Handle Conflict

& Confrontation, Business Grammar & Usage for Professionals, The

Process of Ongoing Improvement, How to Deal With Change, The Stress of

Organizational Change, How to Improve Your Ability to Listen & Lead

Bachelor of Arts (B.A.) Degree; 1980

University of Houston; Houston, TX

Major: Elementary Education

Associate of Arts (A.A.) Degree; 1978

Henderson County Junior College; Athens, TX

Major: Elementary Education

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