Customer Service Management

MARTIN E. HAMILTON

*****************@*****.***

Cell 310-***-****

SUMMARY PROFESSIONAL SKILLS

• Supervised/led at all levels of professional career, Developed well functioning productive teams

• Skilled communicator, oral and written: Computer savvy, Microsoft office

• Used project management and people skills to craft dynamic career counselor coaching to produce on time

projects led by well-functioning teams, Maintained Top Secret security clearance throughout career

• Used 22-year U.S. Air Force (Retired) career to maximize resources in a security-conscious environment.

• Guard/Patrolperson (1795096) expires 10/31/2016, Firearms Permit (360065) expires 9/30/2016, Baton

permit (1529812) Pepper Spray, First Aid and CPR certified

EMPLOYMENT HISTORY

Shift Supervisor (Armed Division)

RMI International Nov 2014 to Present

• Supervises the daily operation of Security Officers at 30 locations throughout the Los Angeles Metro area

• Coordinates the activities of onsite Security personnel to maintain a safe and secure work environment

• Implements security protocols, Ensures protection of property, controls access to valuable city assets

• Provides leadership, guidance/support, Immediately responds to incidents, calm demeanor during crisis

• Authors detailed reports/logs, conveys critical information, Ably handles sensitive/confidential information

• Conducts patrol and other security duties, ensures daily security operations run smoothly and effectively

• Diligently investigates suspicious activity, takes copious notes/ reports unlawful activities to police agency

• Ascertains facts through personal contact/observations, determines course of action, follows to completion

• Establishes/maintains effective working relationships with management, fellow employees and the public

• Verifies licenses and certifications of security team, ensures staff is complying with state regulatory boards

Deputy Director of Security Operations

Los Angeles Metropolitan Medical Center Oct. 2012-July 2014

• Assisted Director of Security in leading staff of 29, coordinated activities at six treatment centers locally

• Supervisory responsibilities included control, development of operations, shift duties and assignments.

• Assumed responsibility for department in absence of Director of Security, maintained continuity

• Utilized interpersonal skills (cool/calm demeanor) with Security, hospital staff, patients and visitors

• Responsible for on-time tasks, accountability, and meeting deadlines.

• Assisted hospital administers in p lanning f o r disaster response. Ensured hospitals are in "Ready" status

• Member of Disaster Response Committee, tasked with developing appropriate responses in emergencies

• Developed and continually reviewed E m e r g e n c y Response Plans, Building Improvement Plans

• Wr o t e s e c u r i t y r e v i s i o n, Identified needs, Wor ke d with vendors obtaini n g required equipment.

• Tracked department expenses, forwarded monthly report to leadership, aided in future hospital budgeting

• Helped Administrators execute “Skills Day”, courses educated hospital personnel d u r i n g disasters

• Developed/presented plan to administrators against outsourcing Security. Plan adopted, saved $$/ 13 jobs

Executive Administrative Assistant to the Director of Contracting Feb 2009 to Mar 2010

Los Angeles Air Force Base Ca.

• Managed day-to-day operations for 300 member team in three locales under a contract portfolio of $10B.

• Planned, scheduled meetings and appointments, organized and maintained files and personnel records

• Preparing and editing correspondence, reports, and presentations, accommodated short-notice visit requests

• Working in a professional environment, Providing timely and quality customer service

• Work included origination of correspondence, meeting management, calendar, travel and expense reporting,

development of presentation charts and graphs, project management and conducting research

• Streamlined coordination of employee start date, 90-day feedback, Individual Development Plans.

• Developed a Guide Book of policies, procedures, job duties and promotional opportunities.

• Tightened training and development to focus on key project productivity competencies of the team.

Division Chief, Commander’s Action Group, AT&T Corp, Aug 2005 to Feb 2009

Los Angeles Air Force Base Ca.

• Led a multifaceted 4-person team, supported 20 organizations at Los Angeles AFB including the 3-star

Commander, trusted confidant to Wing Commander and senior staff. Provided support and advisement.

• Prepared the Wing Commander and senior staff for high level VIP visits.

• Sets up and facilitated the Wing Commander's program management review and high level briefings,

speeches, articles, and congressional queries on a $4B+ budget and 30 Presidential-priority space systems.

• Developed policies, established procedures, and priorities for Wing on sensitive classified space programs.

• Expertly managed corporate decision-making processes impacting sub-units, budgets and personnel.

• Orchestrated all internal, external taskings and suspense's for Wings Senior staff and 14 subordinate

organizations & 240+ personnel, provided guidance & created tools to standardize system development

• Focal point for Director’s information management, senior-level correspondence queries and management

decision support. Expertly edits officer and enlisted performance reports, special awards, administrative

documentation, executive level correspondence, and senior-level travel planning (all aspects). Developed a

data base to track all incoming and out going front office correspondence.

Management Analyst, Satellite and Launch Control, Modern Tech Corp, Mar 2004 to July 05

Los Angeles Air Force Base Ca.

• Over saw 6-person training staff and career enhancements functions (HR). Utilized and

updated the program office’s personnel database, needed to track employee professional

education and certifications

• Expertly managed the program office’s performance reports (Officer and Enlisted) and

decorations programs. Maintained an unequalled 100% on-time rate (320 reports

processed) for 15 months consecutive.

• Utilized extensive writing skills to author and edit several awards, decoration

nominations. Worked daily with Program Director’s front office staff to coordinate and

process executive level correspondence.

Branch Manager

Hertz Rental Car Sept 2002 to Mar 2004

• Led a7-member sales team. Promoted to Manager two years ahead, turned around unprofitable branch.

• Received seven bonuses as the number one salesman of the six units of the large Westside Coastal area.

• Responsibilities include bottom line profitability of this short staff branch, (-$30K to +80K monthly) staff

training and new business development.

Career Assistance Advisor, USAF Aug 2000 to Sept 2002

Los Angeles Air Force Base Ca.

• Hand selected by 3 Star General to manage a new program for Los Angeles AFB’s 400 enlisted members

• Principle advisor on issues related to enlisted retention, prepared and briefed senior leadership quarterly.

• Developed career information, motivation programs and guided mentoring programs for supervisors.

Conducted preseparation interviews to determine career intent and influence retention.

Superintendent Support Flight, USAF June 97 to Aug 2000

Communications Squadron

Los Angeles Air Force Base Ca.

• Led and mentored 55 military and civilian personnel in a multifaceted Support Flight with 5 diverse work

centers. Directly supervised 8 personnel.

• Oversaw all program initiatives involving administrative, logistical, financial, security, written and oral

communication, scheduling, training and staff development.

• Maintained primary responsibility for the quality control, editing and on time processing of over 350 written

correspondences exiting the Flight to include but not limited to Enlisted, Officer Performance Reports,

Awards and recognition packages, and Civilian Performance Appraisals, Security documentation.

• Ensured 3 million dollars in assets were 100% mission ready. Planned, assessed and formulated strategies for

future equipment acquisitions

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