Customer Service Project Manager

susan roseberry

925-***-**** ( **********@*****.***

[pic] Career Profile

Multi-faceted, resourceful, and results-oriented management professional

with comprehensive, yet diverse experience in operations, emergency

services, community outreach, and customer service. Goal-driven, forward-

thinking and decisive project manager seeks to refocus career in an

administrative services and support role in healthcare, education, or the

hospitality industry to effectively utilize education, skills and

experience. Excels in program planning, development, training and

management to ensure successful implementation. Collaborative and proactive

leader with excellent communications and interpersonal abilities to build

rapport with clients, staff, community, and other key stakeholders to

develop relations, while ensuring positive customer relations and excellent

service.

Core Competencies

Operations Management ? Administrative Services/Support ? Community

Outreach ? Database Administration

? Project Management ? Emergency Services ? Client Relations/Service ?

Report Documentation ?

Staff Supervision/Training/Performance Management ? Team Leader/Motivator

? Program Management

? CPR ? First Aid ? Basic Safety and AED ? Policies/Procedures ? Regulatory

Compliance ? Program Planning ?

Certified Emergency Management Specialist (EMS) ? Hazard Mitigation

Planning ? Community Preparedness

? Standardized Emergency Management System (SEMS) ? National Incident

Management System (NIMS) ?

Community Warning Systems ? Exercise Design-Homeland Security Exercise and

Evaluation Program (HSEEP)

Professional experience

PACIFIC GAS AND ELECTRIC COMPANY - San Francisco, CA

Nov 2012 - Dec 2013

Emergency Management Specialist

. Developed and managed emergency preparedness planning, exercises and

drills for response to an emergencies in the Bay Area; provided ICS

training to electric operations staff.

. Incident Command Advisor for any electric outage related to Emergency

Operations Center (EOC) activations throughout the San Francisco Bay

Area.

Key Achievement:

. Designed documentation and facilitated PG&E's Spring Tabletop and

Winter Functional exercises in 2013.

CONTRA COSTA COUNTY SHERIFF'S DEPARTMENT - Martinez, CA Jun

2001 - Nov 2012

Office of Emergency Services

Senior Emergency Planner (Nov 2009 - Nov 2012)

. Managed and maintained the Emergency Operations Plan (EOP) with

responsibility for updating with comprehensive additions in compliance

with Federal guidelines that address hazards and disasters facing

Contra Costa County collaborating with local jurisdictions in

emergency planning and exercise design.

. Acted as Alert Duty Officer (ADO) on a monthly basis.

Key Achievements:

. Designed and implemented the statewide Golden Guardian 2012 Tabletop

and the 2011 Golden Guardian functional exercise for the Contra Costa

County Operational Area.

. Updated the Contra Costa County Hazard Mitigation Plan (CCCHMP) that

was approved by the Board of Supervisors in 2011.

Emergency Planning Coordinator (Jul 2006 - Nov 2009)

Key Achievements:

. Designed, presented and won approval from the Board of Supervisors for

the first Contra Costa County Hazard Mitigation Plan (CCCHMP) in 2007.

. Developed the Contra Costa County Operational Area Wildland Urban

Interface (WUI) Fire Plan that was adopted by the Board of Supervisors

in 2008.

. Drafted the Contra Costa County Operational Area Excessive Heat

Emergency Plan that was adopted by the Board of Supervisors in 2007.

. Lead Planner in the design and facilitation of annual functional mass

care and shelter drills designed to prepare the community in the event

of a disaster that required sheltering of both people and animals.

susan roseberry Page 2

Sheriff's Specialist - Community Warning System (Jul 2004 - Jul

2006)

. Provided emergency alerts and notifications to the public utilizing

the Telephone Emergency System (TENS) with responsibility for

community outreach with attendance at fairs, community open houses,

town meetings, and other public events.

. Managed Telephone Emergency System (TENS) training to staff.

Sheriff's Specialist - Community Warning System - Continued

Key Achievement:

. Developed a training program for training on use of the Telephone

Emergency Notification System (TENS) for staff training including

emergency planners, Sheriff's dispatch supervisors and the dispatch

trainer.

Sheriff's Specialist - Warrant Management Unit (Jun 2001 - Jul

2004)

. Developed strategies to reduce warrants in Contra Costa County.

Key Achievements:

. Developed and setup the Warrant Service Unit in 2001 and provided

reports to the Records Department and the Warrant Review Board

comprised of judges, the District Attorney, Office of the Sheriff

Command Staff and Supervisors.

. Presented a proposal for a pilot program in Jan 2003 to hire one full-

time deputy and one per diem deputy to staff the Warrant Service Unit

within the Office of the Sheriff.

. Researched, provided quantitative data, and facilitated the first

multi-agency warrant sweep in the state for domestic violence warrants

that resulted in 25 warrants served for domestic violence and elder

abuse.

. Research of old felony warrants of ten years or older, resulted in

location of a felon in Texas wanted for a murder committed in Contra

Costa County 28 years earlier; felon was extradited to Contra Costa

County from Texas.

education

. Mills College, Oakland, CA - B.A. in Sociology

professional development / training

. California State Training Institute, State of California Office of

Emergency Services (CA OES) - Certified Emergency Management

Specialist (CalEMA), 2009

. Emergency Management Institute (EMI), Emmitsburg, MD - FEMA Courses

volunteer work

. Volunteer - American Red Cross, 2007 - Present

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