Customer Service Manager

J.I. ROSA *

Jose I. Rosa

**** ** * *** ****., Orlando, Fl. 32825, Cell: 407-***-****, Email: **********@*****.***

SUMMARY:

Seasoned Facilities Manager with 6+ years of management experience and knowledge of Human Resources, Quality Control,

Security/Safety, and Budgets all obtained from ongoing education and certifications. Professional, flexible, creative, and service oriented.

Offering a unique combination of creativity and analytical skills with the ability to assess both vantage points to create cost effective

solutions for the company.

WORK EXPER I ENCE:

W YND HA M VACAT IO N OWNERSH I P, ORLANDO, FLORIDA (2007 – 2014)

Operations Manager /Security and Safety Facilitator:

Responsible to support the Regional Facilities Manager and oversee the daily operations and security

matters of a variety of customer service and building related issues to include:

● Managed daily, weekly, monthly operating expenses and month end P&L reconciliations. Interfaced with

vendors to solve issues related with project completion, contract negotiations, to include proposals and

p rocessing purchasing orders. Accounts payable coding and invoice processing for all Orlando locations.

● Conducted New H ire Orientation, to include but not limi ted to: Company policies and procedures, safety

and security and payroll process/time cards.

● Responsible for process mapping and individual development plan of all operation’s team members to

i nclude t raining and recommend specific certification as it relates to their daily responsibilities. .

● Distribute and assign all service and repair request generated for four buildings.

● Oversee all mail room functions to ensure shipping, receiving, delivery, UPS, mail sorting, mail metering,

and personal mail are processed in a timely manner.

● Maintain building space allocations and schedule all miscellaneous employees’ office/cubicle moves and/or

space reconfiguration and ensure projects are completed in a timely manner.

● Performed special projects which encompassed gathering, analyzing, summarizing, and presenting

recommendations of resolutions/actions that would be of cost savings.

● Responsible for monthly inventory of all operations added stock and supplies.

● Assist in creating and evaluating the security needs for each site and design a security plan in accordance

w ith the company’s security policies and procedures. Conducted safety inspections in order to eliminate or

control the r isk of loss to the company. Advised department heads of any safety matters and performed

quarterly classes on Natural disaster preparedness for the Orlando office. Prepared wri t ten safety

reports to the department heads to ensure compliance with Federal and state laws.

● Create, implement and maintain customized security and operations programs in order to tailor each

specific site’s needs.

● Liable for walkthroughs of all four buildings and scheduling repairs as needed.

EX I T REAL ESTATE PROFESSIONALS, ORLANDO, FLORIDA (2007 – 2007)

Real Estate Assistant:

F ront line support for the real estate company to ensure the following task were managed to include:

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● Receive and address all prospective inquiries as needed.

● Search for property and tax records and conduct light bookkeeping of all income and expenses.

● Mediator for communication between our company and bank’s loss mitigation department on short sales

opportunities.

● Marketing strategies for the company to include creation of signs, flyers and mail outs.

● Schedule and conduct open houses and attend real estate seminars for business improvement.

F LOR I DA STATE D EPT. OF CORRECT IO NS, ORLANDO, FLORIDA (2005 – 2007)

Corrections Officer:

Custody care and control of all the convicted inmates in the Brevard Correctional Institution to include:

● Enforce rules and keep order within jail.

● Aid in basic rehabili tation and counseling of offenders.

● Inspect conditions within facilities to ensure that they meet state establish standards

● Search inmates for contraband i tems and report to superiors and counselors on inmate conduct

M I D F LOR I DA EXTRAD I T IO NS I NC., ORLANDO, FLORIDA (2005 – 2005)

Special Investigator:

Responsible to extradite fugitives to and from assigned jurisdictions throughout the United States to

i nclude: Interact objectively with offices receiving inmates to ensure that a smooth undertaking of all

i nmates takes place. Also, responsible to secure all appropriate paper work related to each inmate.

ST. MOR I TZ SECUR I TY SERV ICES, ORLANDO, FLORIDA (2003 – 2005)

Armed Security Supervisor (part-time):

Supervised five officers to include: respond to unusual situations, control access client facility, observe

and report incidents, prepare logs and reports as required by company’s policies and procedures.

I D E N T IFAX I N V EST IGAT IONS, I nc. ORLANDO, FLORIDA (2003 – 2004)

Field Investigator:

Responsible for insurance fraud investigations to include: t raveling to site to conduct video surveillance;

analyze, create and submit reports to employer, administer background checks and assist in locating

w itnesses.

EXECUT I VE I N V EST IGAT IONS, I nc. ORLANDO, FLORIDA (2002 – 2005)

Operations Manager (part-time:

Private investigations to include: Loss prevention, background checks, surveillance reports, t rained field

agents, budget preparation, monthly reporting, licensing renewals, basic payroll functions, addressing

customer service related issues and providing security consultation.

I V ERSEN & B ION DO ASSOC IATES ORLANDO, FLORIDA (2000 – 2000)

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Undercover Investigator:

Responsibili ties include: To investigate various types of theft, drug sales and distribution t ransactions

between medical staff and residents. Also responsible for the investigations of mental and physical abuse

cases. Provide wri t ten reports for all case findings.

N EW YORK C I TY POL ICE D EPT. ORLANDO, FLORIDA (1993 – 1999)

● Organized Crime Control Bureau (NYPD)

Narcotics Investigator

● N EW YORK C I TY STREET CR I M E U N I T (NYPD)

Street Crime Officer

● BRONX TASK FORCE (NYPD)

Anti-Crime Unit

● T RANS I T BUREAU (NYPD)

Uniform Police Officer

ED UCAT IO N:

B achelor of Arts, C riminal Justice with a minor in Psychology - Columbia College, Orlando

F lorida

Degree awarded 2011

Facility Management P rofessional,

Completed courses: Operations & Maintenance, P roject Management, Leadership and

S trategy.

E nrolled course: Finance and Business

Completed the IFMA, FMP Certification date: 12 /2013

SOFTWARE SK I L LS :

M icrosoft Office tools: Basic - Excel, Outlook, PowerPoint and Word.

K ronos payroll systems

Office Max - MPS (Managed Print Solution).

Facilities Management software to include FMS and Angus TSS (Tenant Service System).

UPS Campus Ship and World Ship programs.

P ERSONAL SK I L LS :

Bilingual, team player, quick study, reliable and dependable, detail-oriented individual with over twenty

years of customer service experience, excellent time management, organizational, and communication

skills.

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