Customer Service Supervisor

March ****

Following this cover letter is my resume. It can in no way completely explain my work ethic

and history. I would like an opportunity to have an interview, concerning the current position

that you have open at your company. Please call or e-mail me to set up an appointment.

Thank You,

Mark S. Lauyans

Home phone 727-***-****

Cell phone 727-***-****

E-mail *******@***.***

Mark S. Lauyans

4722 14th Ave N.

St. Petersburg, Florida

33713-5120

Home 727-***-****

Cell 727-***-****

2010-Current Faneuil Inc. I am currently a Supervisor at the Sunshine Skyway North Toll

Plaza. We are contracted by the FDOT, (Florida Dept. of Transportation). I oversee the toll

collectors on my shift, to maintain a safe and efficient flow of traffic through the plaza. I was

given the Supervisor of the Year Award for our plaza, 2011/2012. I work Fridays and

Saturdays first shift and Sunday through Tuesday on second shift. I also worked third shift

for over a year. So as you can see, I have no aversion to different hours or shifts.

I was initially offered a Part-Time Floater position as a toll collector on July 12th, 2010. I

started the following day with a training class, and then on the job training from there. After

less than 60 days on the job I was entered into the Supervisor In Training program. I have

worked as a “SIT” at all three area plazas. After a supervisor at the North Plaza went out on

medical leave, I jumped right into his position and pretty much filled that 3rd shift for over 5

months. When he returned, we had another Supervisor, at the North Plaza, go out on medical

leave, I also filled that position. It was a split 1st and 2nd shift. I am currently working as a

Supervisor of the 3rd shift at the Skyway North Plaza. I have gained the respect and trust of

my Faneuil HR department and service center, as well as plaza managers, my peers and the

toll collectors who work my shifts. I am very proud of my customer service skills with both

the internal and external customers. I have received numerous “Big Leap” awards for Safety,

Courtesy and Efficiency, 18 total in just over a year and a quarter. On March 31st I was

awarded the “Employee of the Quarter” award for the North Plaza. I was again awarded

“Employee of the Quarter” for the following quarter, as well as “Employee of the Quarter”

for the region! This last quarter I was awarded supervisor of the quarter for the North Plaza.

That was my first full quarter as a supervisor. When I first spoke to Barbara Everitt, prior to

being hired, I explained that I had been off of work for 2 1/2 years due to medical reasons. I

simply told her that all I needed was a chance to prove myself! Thankfully she gave me that

chance.

2010 U.S. Census Dept. I was a census enumerator from March until July. My job was to

go into neighborhoods and locate addresses and confirm their residence for April 1st. I was

given a list of addresses and left on my own to register the desired information. After each

area was completed, we were released and told we could get a call back to work other

neighborhoods to try and collect the information other enumerators had failed to acquire. I

was called back 3 more times and was working there when I received the call from Faneuil.

2007-2010 Unemployed due to medical issues. In 2007 I had spinal cord surgery for a

condition called Spinal Stenosis. My spinal column was pressing down on my spinal cord.

The neurosurgeon trimmed a piece off of the spinal column and put in two pins and eight

screws in my lower neck for support. In 2010 I had a complete right hip replacement due to

severe arthritis.

(I put this information here only to show that I have overcome those disabilities to return to

the work force with positive results)

2006-2007 Alliance Data Inc., I worked as a field service technician. I did repairs and

installations of meters and electronics for commercial properties and residential units. I was

sighted for and received an award for making a suggestion that made our jobs extremely

more productive.

2001-2006 NES..National Excemption Services, Inc., I was hired as the Service Manager. I

was responsible for overseeing the meter readers and field technicians.I also coordinated the

contractors installations of submetering systems. I traveled throughout the country inspecting

properties to determine if they could be submetered. I also decided which system type would

be best for that properties particular application. In 2004 I was awarded the Employee of the

Year Award.

2000-2001 Capital One Bank..Customer Relations Associate, Responsible for assisting

customers with problems and concerns regarding their credit card accounts. I trained in the

M.O.D.E.L. program for management opportunities. I was then selected to train in the VBS,

Values Based program for a new approach to customer service commitment.

1998-2000 Rampart Properties..I was hired to supervise the maintenance of a high-end

condominium in St. Petersburg. I was also certified to service the pools. I was allowed to do

handyman jobs for the interior of the residents units on my free time.

1996-1998 Club Ambassador Apartments..I was hired as a maintenance technician. After

several months I was promoted to the Maintenance Supervisor.

1996 Moved to Reno, Nevada

1994-1996 TAN, Tampa Aids Network..I was the housing supervisor for Tan. I over

saw the two housing complexes, and made sure that the residents had whatever household

materials they needed. I also was responsible for the selection and distribution of food to

those residents every other week.

1991-1994 Pinellas County Sewer Dept...I worked for the county as a lift station service

technician. I was also the Safety coordinator for our division. I addressed safety concerns and

held classes every other week to promote safety awareness.

1989-1991 Moved to Florida. I was partners in buying several properties and refurbishing

them for rentals or resale.

1981-1989 Shell Oil Co... I was hired as a pipeline route inspector. I drove throughout

Southern California inspecting contractors work or other oil company jobs that involved

digging near or around our pipelines. I also did inspection jobs that involved our pipelines

from the offshore platforms. I was promoted to operate the LAX jetfuel tank farm that

supplied fuel to the airlines. I was then promoted to the Oil movements department as a

pipeline controller. I worked in the main office, regulating the crude oil being delivered into

our three main refineries, and the refined gasoline products going out to the different tank

farms for delivery to our service stations. I also filled in for the vacation relief for the oil

movement schedulers.

1979-1981 Don Adams Oilfield Services,..I started in the oilfields as a roustabout. After a

few months I was promoted to a field/truck supervisor. I was responsible for a lift truck and

two or three roustabouts, depending on the job. I also coordinated work with contractors for

oilfield pumping equipment and pipelines.

1976-1979 Republic Supply Co., So. California..I stared as a delivery driver. I delivered

pipe and oilfield supplies in the Anaheim area. I worked my way into the inside sales

department. I was transferred to the Bakersfield area to work the sales desk.

1972-1975 U.S. Army,..Completed three years of service, received Honorable Discharge.

1972..June Graduated J.M. Atherton High School, Louisville, Kentucky. General

Education Diploma

Mark S. Lauyans

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