Customer Service Training

**** ********* **, **********, ** *****((***

***-****)(********@*****.***

James E. Herren

Summary of Qualifications

25+ years experience in the airline industry regarding safety

management, training, leadership, project management, and customer

service

4+ years experience in franchise consulting & General Management

Numerous certifications regarding personal and occupational safety

Detailed experience researching and interpreting government

regulations (OSHA, EPA, ANSI, TSA, FAA, DOT, etc)

Designed blended learning interventions utilizing ISD methodologies

and Adult Learning Principles

Public speaking and facilitation experience

Experience

July 2013 - Present Carnetts Mr. Clean Car Wash

Management Co. Corporate Operator

Corporate Operator:

Manage P&L, chemical costs analyses, and labor statistics for 2

separate locations

Make contact and sales calls promoting MCCW locations

Manage and train 4 Car Wash / Lube managers (2 locations)

Provide world class customer service

February 2009 - July 2013 Agile Pursuits Mr. Clean Car Wash

Franchising, Operations and Training

Inc.

Operations Specialist:

Deliver business consultation and training to current franchise owners

and their managers based on Procter & Gamble policy & procedures

Safety Management responsibility for 16 locations

Prepare and implement the written safety plan for all future locations

Conduct site inspections to assure procedural and safety compliance

Assist in the development of E-Learning for all Mr. Clean Car Washes

Responsible for Customer Service division - including social media

Deliver local area marketing strategies working closely with franchise

owners

October 2005 - September Delta Air Airport Customer Service

2008 Lines Learning

Learning Designer II

Responsible for the design and maintenance of all government mandated

compliance (Safety, Security, & Environmental), Airport Customer

Service operations, and new-hire training products

Research of government manuals/references/standards (OSHA CFRs, TSA's

AOSSP/PCSSP, EPA, FAA, & DOT policies and procedures)

Responsible for conducting Gap analysis and sharing results with

clients prior to designing all training

Maintain close working relationship with Delta Connection carriers (9

partnering airlines)

Designed the DAL Powered Industrial Truck training program for the ACS

division

January 2001 - October Delta Air Atlanta Worldport Safety

2005 Lines

Safety Specialist

Created, implemented, and maintained the Atlanta Worldport Safety Plan

Utilized statistical and trend analyses to implement corrective action

to prevent repetitive incidents at Atlanta Hartsfield International

Airport

Performed station audits to assure compliance of safety and security

issues

Investigated serious and near-hit employee injuries and aircraft

damages

(Decreased aircraft ground damage rate by 60%, OJI rate by 26% and

ground support equipment incidents by 24%)

Communicated safety related information to all levels of management,

other Delta stations, and ATL employees & business partners

Developed and facilitated monthly safety meeting

Updated the Atlanta Worldport Safety Web site

Certifications

IATA Dangerous Goods Regulations - IATA/Hollander & Assoc. / 2007

Human Factors Training - FAA/CAA / 2006

Six Sigma Yellow Belt certification - Delta Air Lines / 2006

Introduction to Instructional Systems Design - Delta Air Lines / 2005

OSHA General Industry (10 hour)- Delta Air lines / 2005

Incident Investigation - National Safety Council / 2003

Accident Investigation/Aircraft - Delta Air Lines Training / 2002

Safety Inspections - National Safety Council / 2002

Job Safety Analysis: Effective Methods for Controlling Hazards -

National Safety Council / 2001

Education

Clayton State College, Morrow, GA

Associates Degree Business Administration - GPA 3.2

Further Education and Training

Adobe Captivate

Managing Conflict in the Workplace

Storm Water Pollution Prevention

Situational Leadership

Performance Management for Success

Team Resource Management

Managing Personnel Development

Leadership Development

Managing People Through Change

Sensitivity Training

Building High Performance

Classroom Dynamics

How to Read and Understand Financial Statements

Finance and Accounting for Non-Financial People

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