Customer Service Manager

JASON E. MCWILLIAMS

*** *. ***** ***** **** drive, apt 1220, lewisville, tx 75067

314-***-**** *********@*****.***

EDUCATION

Indiana University, Bloomington, IN 1998-2000

Western Illinois University, Macomb, IL – BA, Mass Communication, 2000-2003

AREAS OF EXPERIENCE

Client Relationship Policy and Procedure Operations Manager

Management Development Records Management

Contracts Liaison Process Improvement Vendor Relationship

Management

Cross-Functional Team Project Management

Leader Vindicator Badging Access

Certified Medical First

Control Systems

Certified Joint Personnel Responder

Adjudication Systems Onsite Trainer

(JPAS) Security Manager

LEADERSHIP & MANAGEMENT EXPERIENCE

Doyon Universal Services (Security Texas Division) 07/01/14 –

11/20/14

Position: Captain

Effectively manages, motivates and trains team members across multiple municipalities in lower southern Texas. Conducts

applicant interviews, scheduling, payroll and records management.

3/28/09 –

MVM Incorporated

07/2014

Protective Security Officer

Provide security to all St. Louis Metro government facilities, government secret clearance required, 40hrs fire arms

training required, FPS (Federal Protective Services) fire arms certified, trained on homeland security antiterrorism

measures. Certified in pressure point control tactics certified, C.P.R. & A.E.D. certified

Integrity International Security Services (I.I.S.S.) 12/30/10 –

9/30/13

Position: Project Manager

United States Transportation Command at Scott Air Force Base. Requires precise and detailed coordination and

communication with staff members across a national footprint as well as managing onsite Access Control Officers to

ensure service level agreements are met and exceeded according to client standards

Recruit, interview, hire, train and develop staff for 24 hour access control and emergency security response.

Oversaw annual $.5 million dollar budget implementing “Lean Six Sigma” methodology to improve customer satisfaction

and reduce process variation through application of LSS tools and tactics

Generated a 30 day New Hire onboarding toolkit & process to aide in satisfactory experience and lower turnover

Positively cultivated company by creating a high performance work team and breakthrough levels of customer

satisfaction, resulting in contract expansion into additional buildings at Scott Air Force

Wrote and developed all Standard Operating Procedures (SOP) created “policy harmonization” to ensure increased

uniformity and security detail expectation of excellence across the base

Maintained a .5 percent overtime quota for three consecutive years resulting in 2.5% in annual cost saved

Excellent audit, record keeping, scheduling and payroll skills, ability to leverage scheduling and task resulting in

consistent attendance and increase productivity

Implemented continuous learning program for team members consisting of 30 hourly staff members

Incorporated a no-cost, company health and wellness program which achieve dual purpose for staff and client by

providing staff with a free gym membership and time saved and providing client with the most physically fit and sound

personnel Received consecutive “Far Exceeds” ratings from onsite Client Operations Manager regarding service, image

and overall operational quality and performance

Positively partners with civilian and military leadership to ensure continual open lines of communications and

improvement strategies identified by conducting monthly project reviews to assure accomplishment of key results

Complete Professional Service Corporation 6/28/10 –

12/30/10

Senior Site Supervisor/Operations Manager

Military Surface Deployment and Distribution Command, Scott Air Force Base. Job Duties – Writing of security

procedures and coordinating with Building Managers, Account Managers and Officers. Provide staff with scheduling and

hands on training. Assist in new employee interviewing, standing for long periods of at a time, assisting visitors and staff

by being knowledgeable about personnel and facilities, helping to maintain integrity of classified information by checking

staff, insuring classified material is properly secured at all times, performing random inspection of staff, Doing interior

and exterior patrols of facility’s to identify security and safety threats and report maintenance issues

Secret Clearance Required.

Pinkerton Government Services at Boeing (Department of Defense Contractor) 8/1/08 –

5/1/09

Security Officer(2008) Job Duties- access control to Boeing Facilities (secret clearance required). Handles and protects

US and foreign classified information. Provides mobile and foot patrols of Boeing facilities. Responds, to various alarm

calls and document incidents.

Friendship Village of West County 9/1/04 –

8/3/11

Job Title Security Officer –15201 Olive Boulevard, Chesterfield, MO 63017 636-***-**** fax 636-***-****

Working Independently (communicates with supervisor daily in person or via e-mail and cell phone in emergency

situations) Patrols Campus, conducts resident health & welfare checks, responds to all, mechanical/medical emergencies

and assist’s Nursing Staff, Monarch Ambulance & Fire department and Chesterfield Police Department. New employee

photo scanning (Adobe Photo Shop, converting and saving M.S. Word documents so that they are compatible), filing of

security and employee documents and item tracking using Excel, reviewing training manuals in Power point, report

writing via templates sent as attachments in e-mail to executive staff for daily review. Providing friendly customer service,

answering phone lines and transferring calls, logging medications and reserving dates and equipment for residents

Barnes- Jewish Hospital 9/1/05 –

9/1/07

Job Title Security Officer – (2005-9/2007) One Barnes Jewish Plaza, Saint Louis, MO 63110 Phone: 314-***-**** Job

Duties- Campus Patrol, report writing, thefts, auto accidents, trespassing, psychiatric patients, patient restraint, handling of

evidence documents used in court cases, receptionist duties, typing, call transfers assisting medical staff and other law

enforcement officers. Maintaining outstanding customer service

McCluer North High School 9/1/04 –

5/15/05

Permanent Substitute Teacher/Athletic Coach

Taught daily lesson plans in subjects of math, science, English and social studies.

Advanced Experience with Microsoft Word, Power point and Excel

Starting 2004 NFL Europe Linebacker Frankfurt Galaxy, 2003-2004 St. Louis Ram’s training camp practice squad

member

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