Customer Service Manager

Meghan L. Miller

***** ** ******** ***** **, Jacksonville, FL 32225 / 206-***-**** / ******@************.**

SUMMARY

- Management of a commercial real estate portfolio as large as 800,000 sq.ft., comprised of retail, office and data center

space

- Oversight of up to 4 maintenance technicians, third party vendors, and general contractors

- Responsible for a Repair and Maintenance budget of $1.8M

- Team player and self motivated worker accomplished in property management, project coordination, environmental

health and safety, financial management, and customer service

AREAS OF EXPERTISE

Customer Service and Vendor Management

- Consistently demonstrate outstanding customer service while constantly looking for ways to improve building

operations and maintenance procedures and develop cost saving measures by collaborating with my team and

colleagues in other departments to provide the client with exceptional service and portfolio management

- Coordinate walk-thrus with the client, landlords, building engineers and janitorial supervisors; regularly inspect

properties for environmental concerns, fire and life safety, and maintenance issues

- Partner with Transaction Management to successfully transition subtenants to leasable spaces in downtown Seattle

office buildings

- Collaborated with janitorial and waste management vendors, as well as landlords, to meet the challenge of creating a

campus-wide recycling and composting program at a relatively low cost to the client

Building Operations and Financials

- Manage and oversee preventative and reactive maintenance for the mechanical, electrical, plumbing, equipment

monitoring and fire protection systems for three buildings that house critical environments, including a building with

15,000 sq.ft. of data center and mainframe monitoring space, with no unplanned events or outages occurring

- Directed engineering team in the implementation of an energy savings initiative to cut back on HVAC and utility

demands resulting in higher than expected cost savings for the client

- Worked with the Office of Continuity Assurance to design and coordinate earthquake and fire drill procedures for

downtown campus buildings

- Management of up to a $1.2M project budget and responsible for maintaining an operations budget of $600K within a

10% variance; Analyze monthly financials reporting on all variances and preparing monthly operations report for an

account-wide quarterly presentation reviewed by the client

Project Management

- Member of the project management team tasked with migrating 2,000 employees from WaMu leased space to the

headquarters building, which was completed ahead of schedule in less than 90 days

- Supported Technology’s Mainframe Migration Project by coordinating the work of building engineers, security officers,

electrical and general contractors in order to assist with a large scale server move from the downtown Seattle data

center to a separate data center facility

- Oversee tenant improvement work for non-bank tenants, ensure all renovations are completed per scope and adhere

to bank standards

- Work with contractors to determine an accurate scope and price for budgeted Facilities projects, create project

submittals for the client’s final approval, and execute projects on time and within budget; Also, responsible for creating

project budgets for all maintenance and asset preservation projects as part of life cycle planning

EDUCATION

- LEED, Completed LEED Associate Exam Prep Course; Exam completion planned for Summer 2015

- FMA, Facilities Management Administrator, BOMA International Designation Program, February 2008

Bachelor of Arts ( mma Cum Laude nternational Relations & Spanish, University of North Florida, 2002

),

Su I

- Foreign Language: Fluent in Spanish

WORK HISTORY

CBRE / JP Morgan Chase (formerly Washington Mutual) Account, Seattle, WA, April 2005 – May 2014

Facilities Manager, WaMu Account 2007 – 2009; then JPMC Account 2009 - 2014

o Manage an 836,260 sq.ft. portfolio comprised of retail, office and data center properties

o Oversee engineering staff and work with third-party vendors to ensure all safety, preventative maintenance

and reactive maintenance issues are properly addressed

o Oversee tenant improvement work on subleased floors

o Work with the Lease Administration department on tenant billing and chargebacks

o Coordinate property maintenance and repair projects in alignment with yearly budget

Assistant Facilities Manager, WaMu Account, CBRE, Seattle, November 2006 – February 2007

o Perform routine physical property inspections focusing on workplace safety and janitorial standards

o Supported Downtown Facilities Manager by coordinating small repair and maintenance projects

o Developed positive relationships with clients by working with maintenance staff and vendors to ensure timely

service delivery and overall quality of service

Regional Business Manager, WaMu Account, CBRE, Seattle, April 2005 – November 2006

o Coordinated national and regional roll-out projects, team meetings, events and communications

o Prepared variance reports and helped develop standards, benchmarks, and then tracked results

o Planned, procured and kept required records pertaining to office equipment, communication devices, space

and furniture required by facilities personnel; Managed relationships with telecommunications, utilities,

shipping and office supplies vendors

Customer Service Manager/Production Coordinator, Cranium, Inc., Seattle, WA, December 2004 – April 2005

- Assisted the Direct Marketing Team plan online promotions and marketing strategy

- Developed and maintained new system for requesting replacement parts and tracking orders from our manufacturers

in China resulting in more effective inventory management

Logistics Coordinator, Cranium, Inc., Seattle, WA, July 2004 – December 2004

- Responsible for all shipping documentation and receiving of both domestic and international purchase orders; Worked

closely with manufacturers in China as well as Accounting, Customer Service, and Production teams at Cranium to

resolve documentation discrepancies and receiving issues

Executive Assistant, Limon Center for Economic Development, Limon, Costa Rica, January 2004 – May 2004

- Contracted by former Secretary General of Costa Rica to help restructure the Center’s operations, policies and

procedures; Edited and translated publications in English/Spanish on behalf of the Director; Coordinated the

production, printing, and distribution of the Center’s educational materials

United States Senate Intern, Office of Senator Bill Nelson, Washington D.C., August 2003 – December 2003

- Conducted in-depth research on a variety of pertinent legislative and policy issues; including foreign affairs, economy,

and trade. Attended Senate briefings and hearings for staff. Drafted constituent letters for Legislative Correspondents.

Composed briefing materials for Senator and staff. Performed administrative and front office duties

International Development Intern, Jacksonville Economic Development Commission, May 2003 – August 2003

- Administrative assistant to both the Mayor’s International Liaison and the President of International Development at

JEDC; Responsible for the International Visitors Report and translation between President and Hispanic visitors

LEADERSHIP

- Toastmasters International, Member, 2015

- LEED, Completed LEED Associate Exam Prep Course; Exam completion planned for Summer 2015

- Chase Recycling Program, Lead for Seattle Pilot, 2010

- High Performance Team Member, Headed by CBRE Alliance Director John Gallagher, 2008

Excellence Award for superior customer service, cost leadership and teamwork, CBRE, 2007

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