Training Customer Service

**** ********** ***.. **********, ** . *****

Phone 205-***-**** . E-mail **********@*****.***

MICHAEL PARRISH

Objective

To obtain a position where I can utilize my years of experience

working as a buisness owner, a top tier security supervisor in

a level 4 federal installation (Birmingham Social Security

Building) and what I have learned from real world use of

supervision principles and resource management in the infantry

(2002-2008) in Baquba/Baghdad/Fallujah/Najaaf, Iraq and

knowledge gained as a business consultant/life coach/personal

trainer to the mutual benefit of myself and my employer.

KEY STRENGTHS

High level of computer skill including Excel, Word and

Powerpoint.

Self motivated and able to motivate others.

Able to work with people of diverse cultures and backgrounds

Proven ability to work effectively and efficiently under

pressure

Performs well with quickly changing situations

Extensive leadership experience including training, evaluating

and disciplining employees

Strong communication skills

Problem solving

Organization

Conflict resolution

Knowledge of common security & risk management principles.

Education

[ 1991 - 1995 ] Pinson Valley High School

Graduated with diploma

[ 2002 - 2002 ] U.S. Army Basic Training (Infantry)

Graduated

[ 2006 - 2006 ] U.S. Army Non-Commissioned Officer

Professional Development

Graduated

[ 2008 - 2009 ] Allied Schools-Small Business Management

Graduated with Certification

SPECIALIZED TRAINING

Small Business Management Certification

Non-Commissioned Officer Professional Development Course

U.S. Army trained in leadership and management principles

Advanced experience on various office productivity programs

Red Cross CPR/AED/First Aid certification, expandable baton

certificaiton, Glock 9mm certification

Real world application of security principles both domestically

and in combat zones.

Professional experience

[ 2014 - Present ] Two Star Services

Founder/Owner/Trainer

Envisioned and formed a company where customers could be

offered a more private and personalized training

environment/program that could help them reach their goals,

fulfill their needs and give them a feeling of a "safe zone"

away from the scrutiny of others while at the same time

allowing trainers to get out from under the usual constraints

that come along with working for an established gym such as

being told what kind of programs that they have to offer and

the financial losses to the parent gym. Built a marketing

strategy that focused heavily on identifying rich lead

environments and exploiting them for maximum customer

generation. Formulated second tier marketing strategy for

small gyms to contract outside trainers to limit their own

liability while still offering their clients training services

and obtain extra revenue. Developed training and orientation

for trainers to instill the goals and values that are in

keeping with the company mission. Personally reviewed and

approved all session sales to new clients. Produced all

trainer review, disciplinary and reward standards. Executed

conflict resolution strategies and customer satisfaction

responses for all disputes. Developed highly personalized

training plans for all clients under my direct tutelage.

Implemented, monitored, reviewed and adjusted training plans

based on customer needs and progress. Directly fulfilled duties

associated with all cash flows (expenses, accounts payable,

etc.). Created systems to track and organize all information

that requires record keeping for important information.

Carried out all acquisitions duties to include locating needed

items, cost comparison and final acquisition. Designed,

remodeled and maintained studio area. Maintained equipment and

tracked inventory.

[ 2013 - 2013 ]

BHR (Baker Home Renovations) LLC. Business Consultant/Partner

Analyzes business processes for deficiencies with an eye for

correction and improvement. Revamped all financial processes

for the company. Designed records keeping systems and files

for tracking all aspects of money flows (estimates, accounts

receivables, expenditures, inventory, etc.). Advises

techniques for improving the company's image. Creates and

presents options for staffing, training and employee retention.

Formatted a strategy for company expansion. Produced templates

for organization of various aspects of the company. Emplaced

procedures for tracking important information regarding

individual customers (work done, amounts charged, time frame of

work completed, customer disposition, etc.). Provides

information on technology which can improve the company's

processes. Presents leadership advice and training to

employees. Negotiated work and pricing with clients.

Initiated measures to boost efficiency to ensure minimal waste/

maximum profit. Produced, implemented and assessed advertising

and sales strategies. Spearheaded customer relations and

satisfaction assurance. Inspected equipment and performed

necessary maintenance when required. Ensured safety in the

work environment. Oversaw personnel in carrying out daily

duties. Operated heavy and small machinery to positive effect.

Carried out supply/equipment purchases with an emphasis on

fiscal benefit. Set and monitored work hours to mutually

benefit company and employees. Examined work for flaws and

developed corrective action to ensure quality.

[ 2010 - 2013 ]

The Whitestone Group

Lieutenant-Assistant Site Manager

Developed, coordinated, and implemented security policy with

regards to the day-to-day operations at the Birmingham Social

Security Center. Applied physical, personal, information, and

investigative security measures designed to safeguard

personnel, to prevent unauthorized access to equipment,

facilities, materials, and information against espionage,

sabotage, damage, loss or theft. Resolved major conflicts in

policy/program objectives. Created reports that meet specific

guidelines to document security infractions, health and safety

issues and program evaluation. Effectively managed schedule to

meet requirements and minimize overtime usage. Resource

acquisition with an eye for cost effectiveness. Assisted in

preparation of post orders. Articulated and aligned projects

to security and risk management goals and standards. Analyzed

various functions and made suggestions, recommendations, and/or

changes when appropriate to increase effectiveness and

productivity. Served as an interface between the security

office and outside law enforcement agencies, labor unions,

contractors, private industry, and federal officials in matters

relating to protective services. Worked closely with COTR

(Contacting Officer's Technical Representative) for conflict

resolution and customer satisfaction. Oversaw daily readiness

for all aspects of our emergency first responders on site.

Ensured that all training met needs and guidelines of

prescribed training standards. Designed and implemented

security awareness educational programs and workshops.

Coordinated and evaluated end of training knowledge and skills

testing. Ensured quality of service and contract compliance

by regularly inspecting security personnel assigned to site.

Formed and enacted quality assurance procedures which covered

various aspects of the contract and our employees. Assessed

the company's equipment and services for serviceability and

contract compliance. Implemented risk management policies that

ensured successful completion of all contract requirements.

Performed risk assessments and follow-up analysis. Performance

proofing and auditing the services provided under the contract.

Tracked and evaluated all related communication (reports,

messages, responses, etc.) for content and accuracy. Carried

out resolution of corrective actions. Produced records keeping

systems that encompassed various areas of information including

payroll, post manning, attendance and operations activities.

Oversaw day-to-day activities of up to 30 employees. Assisted

in HR functions (hiring, firing and discipline of employees).

Made recommendations for positive and negative personnel

actions for officers under my direct supervision. Promoted to

the top tier of supervision within 1 year of hire.

[ 2009-2010 ] Pinson Valley Self Storage

Facility Administrator

Successfully transitioned from part-time help to facility

administrator with minimal training. Managed multi-million

dollar facility to include one employee. Evaluating fees based

on effectiveness and needs of the company. Trained new

employees. Personally responsible for control and accuracy of

the flows of money into and out of the facility. Produced and

applied marketing strategies used at the facility. Developed,

implemented and assessed validity of quality assurance

programs. Key intermediary for home office serving as advisor

for facility quality management. Gathered all pertinent

information to create reports for presentation on department

objectives to management. Managed receipts and adjustments to

physical inventory. Interpreted company policies, analyzed and

corrected them as necessary. Determined maintenance needs and

facilitated contract negotiation and oversight of repairs.

Solely responsible for all budget matters regarding the

facility. Received raise for performance in a year when no one

else did.

[ 2008-2009 ] B&P Construction

Business Co-Owner

Negotiated work and pricing with clients. Managed cash

flow/expenditures. Initiated measures to boost efficiency to

ensure minimal waste/ maximum profit. Produced, implemented

and assessed advertising and sales strategies. Spearheaded

customer relations and satisfaction assurance. Inspected

equipment and performed necessary maintenance when required.

Assured quality control in all manufactured structures.

Ensured safety in the work environment. Oversaw personnel in

carrying out daily duties. Operated heavy and small machinery

to positive effect. Carried out supply/equipment purchases

with an emphasis on fiscal benefit. Set and monitored work

hours to mutually benefit company and employees.

[ 2002-2008 ] U.S. Army

Infantry Team Leader/Section Leader

Familiarized with Operations and Support SAPs (Special Access

Programs). Planned, coordinated, and implemented programs and

operations concerned with physical, personal, information, and

investigative security measures designed to safeguard

personnel, to prevent unauthorized access to equipment,

facilities, materials, sabotage, damage, loss or theft.

Extensively trained and experienced in all areas of hard

security to include site security, crowd/riot control and loss

prevention of physical assets. Headed coordinating security

efforts for missions requiring the planning, development, and

evaluation of matters which could have directly or indirectly

impacted the safety of all personnel involved. Served as

technical adviser and subject matter expert on matters

concerning physical security. Participated in inter/intra-unit

task forces and special project groups that evaluated and/or

implemented program objectives. Oversaw certification classes

for various skills, procedures, techniques and processes.

Implemented and directed training programs in keeping with

established federal guidelines ensuring that all students were

trained to standard while maintaining a focus on quality

assurance. Technical representative for training on Bradley

Fighting Vehicle and associated weapons systems. Produced,

scheduled and implemented training for battlefield emergency

responders (combat life savers). Oversaw all work performed by

soldiers under my direct command to guarantee quality and

efficiency of jobs performed. Delivered detailed reports to

superiors regarding supply, readiness and status of all

soldiers under my command.

[ 1999-2002 ] Ervin Cable Construction

Cable Engineer

Responsible for quality and accuracy of detailed maps/documents

that encompassed vast areas. Coordinated with other engineers

on projects which required teamwork to define work assignments

and responsibilities. Participated in faculty meetings with a

focus on company standards, productivity and quality control.

Transferred raw data (maps, figures, etc.) to an AUTOCAD

database with a focus on obtaining 100% accuracy. Managed

projects which covered entire cable systems. Carried out field

duties to include mapping of cable/phone/power systems in

various locations. Performed pre-maintenance checks on

vehicles and equipment before all field work and Post project

inspections afterwards to identify and correct any present

deficiencies before they became a problem. Oversaw readiness

for all daily projects.

[ 1999-1999 ] Books-A-Million

Assistant Manager (Hard Lines)

Monitoring stock, sales and re-supply needs in assigned area.

Maintained assigned area of the store (hard lines) to include

stocking, inventory control and customer service. Resolved

customer disputes and guaranteed 100% customer satisfaction.

Ensured visual aspect of displays were of a caliber to attract

customers and showcase items. Directly handled customer

relations in respects to purchase assistance, product knowledge

and experience satisfaction. Oversaw between 7-15 individuals

at any given time. Guaranteed 100% accuracy of all monies

collected from registers at close of business day.

[ 1998-1999 ] Smooth Transition

Truck Lead

Formed and enacted quality assurance procedures which covered

various aspects of the work processes. Designed and

implemented the majority of training classes used for incoming

new hires. Readied the truck in the morning to assure that all

tasks were complete in order to maximize success. Reviewed all

jobs with owner at the beginning of the business day in order

to assess needs of the day. Central figure for face-to-face

interactions with customers and customer satisfaction and

problem resolution. Guided employees to maintain company

standards and make sure that all guidelines/procedures were

followed. Conducted all billing procedures including payment

collection and collected money accuracy. Delivered monies to

the home office at the end of the day and ensured all records

matched and were correct. Checked the truck and all equipment

at the end of the day for deficiencies, needed repairs and

readiness for the next business day.

skills

Microsoft Office

Advanced Experience

Microsoft Excel

Advanced Experience

Microsoft Powerpoint

Experienced

Mobile Productivity

Advanced Experience

Report Writing

Experienced

Training/Assessment

Advanced Experience

AWARDS

Whitestone Leadership Recognition Award Combat Infantryman's Badge

(x2) Global War On Terrorism Expeditionary

Whitestone Company Appreciation Letter Medal

Whitestone Letter of recommendation Humanitarian Service Medal

Purple Heart Non-Commissioned Officer Professional

Iraqi Campaign Medal Development Medal

Army Commendation Medal (Fourth Award) Army Service Ribbon (Second Award)

United States Army Presidential Unit Overseas Service Ribbon (Second Award)

Citation Armed Forces Expeditionary Medal w/

Naval Unit Citation Arrowhead Device

Good Conduct Medal

National Defense Service Medal

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