Manager Customer Service

GEORGE G. BOYD Cell

Phone: 808-***-****

**** ******** ***** *****

Email: ********@*****.***

Venice, FL 34285

CAREER SUMMARY

Accomplished, results driven executive operations manager with extensive

experience and expertise in developing client relationships and account

operations management, with emphasis on client support services. Proven

ability to build and establish a well-organized, productive business unit,

via outstanding organizational leadership skills. Strong, disciplined

manager, with process and profitability improvement background. Ability to

build teams, train, develop and motivate direct reports and staff members.

Achievement Highlights

PLANNING

. Developed and presented bid packages for city, county, state and federal

government custodial contracts (including the winning "best-value" bid

for the University of Hawaii - Hilo campus for twice-a-year dormitory

cleaning).

. Developed the cleaning plan for the Hyatt Regency Kauai Resort & Spa

interior and exterior and Poipu Bay Golf Course to insure the most

positive participant, attendee, guest, and press comments on the

appearance of both facilities for the 1999 Grand Slam of Golf.

. Designed and implemented personal and group communications programs which

virtually eliminated critical guest comments at Sheraton Waikiki Hotel.

MANAGEMENT

. Successfully implemented JCAHO surveys for seven managed campuses and one

consulting in 2004, 2005 and 2006.

. Na Hale Holoi has experienced no account cancellations since November

1999 and has increased profits at a rate of 13% per month.

. Coordinated and directed start-up cleaning operations for 53 Huntington

Bank accounts over one weekend, and 29 food store locations at a rate of

5-6 per month.

. Reduced employee turnover from 3 per month to 1 per quarter, and sick

leave requests by 200 hours per year.

. Within three months of hire, the department received the first "5.0"

Guest Satisfaction Index rating, the highest ever received in the

Sheraton Hotels North American Division.

. Reduced guest complaints from 12 per week to 1 per month; reduced union

grievances from 1 per month to 2 per year.

BUDGETING / FINANCIAL CONTROL

. Surpassed Sodexho's financial objectives for entire district (seven

healthcare campuses) in 2004

. Reorganized work process reducing payroll by 400+ hours within one month,

and enhancing general level of appearance at both Pacific Air forces

Headquarters and Headquarters, US Army - Pacific.

. Increased collateral recovery profits from -$19,000 per month (53

assignments) to +$50,000 per month (180 assignments) within 8 months.

OPERATIONS

( Implemented succession planning and leadership development within the

Hawaii district for Sodexho resulting in the selection of two General

Managers for positions on the mainland that encompassed increased

responsibilities. Internal district candidates were prepared and were

competitively selected to replace departing managers with no operational

or

transition impact.

( January 2002 HUD Performance Review inspection indicated PEMCO's

decrease in inventory by 16%, List Price increases up by over $13,000

(13%) and the Sales Price up by 21%, in large part, by the consistently

above average maintenance conditions provided by the Field Crew during my

tenure. The Special Property Inspection Contractor (SPI) inspected 8

PEMCO properties during the month of January 2002 resulting in a score of

29 out of a possible 30.

. Received the Jani-King Operations Department of the Year for Category II

for 1997 and 1998 for consistently maintaining the lowest cancellation

rates for franchise operations up to $5M yearly billing.

. Resolved 26 custodial contract deficiencies and rescued a government

contract by improving custodial maintenance, general appearance and

response time within a 15-day deadline period.

CURRENT EMPLOYMENT

Diary Editor, The Nielsen Company, LLC, Venice, FL

February 2014 - November 2014

This position involves analyzing, and the accurate data entry of TV

Diaries sent in from across the U.S. Excellent

interpretation, accuracy, and decision making skills are paramount

in this job. This work must be completed in a timely

manner to ensure timely release of the data.

MANAGEMENT EXPERIENCE

Branch Manager, Securitas Security Services USA, Honolulu, HI

June 2012 - July 2013

Provided strategic direction and progressive leadership for Remote

Monitoring Center, Mobile Patrol and traditional security services;

responsible for new business development, client retention and service

expansion, delivery of quality services, and effective and efficient

operational and administrative management. Ensured the delivery of high

quality mobile patrol and remote surveillance camera monitoring service;

reorganized mobile patrol routes/times to provide more efficient security

at reduced fuel costs. Increased branch revenue by more than $11K within

the first three months of assignment. Planned and implemented electronic

(paperless) patrol reports to over 130 customers saving $10K the first

year and at least $13K annually thereafter. Assisted in business plan and

budget development; monitored progress against short- and long-term

business objectives.

Branch Manager, Orkin Pest Control, Aiea, HI

October 2006 - September 2010

Directed the activities two branches, one on Oahu and one on the Big

Island that included commercial and residential pest control, termite and

heat treatments and canine bed bug detection inspections. Managed the

sales, service and administrative staff to achieve assigned goals.

Recruit, select and train the sales, service and administrative staff,

including pest and termite technicians, office manager, pest control and

termite administrative service schedulers and telephone sales specialist.

Maintain proper inventory of pest control, termite chemicals and related

products and issue supplies to technicians as appropriate. Travel to

customer locations to inspect and evaluate customer concerns and

communicate with customers to reach satisfactory resolutions. Total

annual recurring revenues in excess of $2M.

Director of Environmental Services, Sodexho, Honolulu, HI January

2003 to July 2006

Managed custodial/housekeeping or environmental services operations for

seven Oahu hospitals with accounts with greater than $25M managed volume

or revenues. Developed and attained the accounts financial objectives and

successfully completed seven JCAHO surveys in 2005 and one JCAHO survey

in 2006.

Project Supervisor, Honeywell DMC, Inc., Honolulu, HI January 2002 to

December 2003

Conducted facility surveys, including data collection, flow-rate testing,

customer interface and survey quality resulting in the Water Fixture

Retrofit Prioritization Report for the Honolulu Board of Water Supply.

Prepared billing and request for proposals (RFP), selected private

construction contractors and conducted quality control visits with

subcontractors during the installation of the 1.5 million dollar contract

for retrofitting water conserving fixtures in Honolulu City & County

facilities.

EDUCATION, MILITARY SERVICE, ACCOLADES

BACHELOR OF GENERAL STUDIES, Chaminade University of Honolulu - Honolulu,

HI 1977

MASTER OF ARTS - National Security Affairs / Southeast Asian Studies, Naval

Postgraduate School - Monterey, California

1984

UNITED STATES ARMY, Private to Major, US military representative at

numerous high-level multinational conferences

1968 - 1988

REGISTERED EXECUTIVE HOUSEKEEPER, the highest designation of the

International Executive Housekeepers Association, Inc.

CERTIFIED HEALTHCARE ENVIRONMENTAL SERVICES PROFESSIONAL (CHESP) by the

American Society for Healthcare Environmental Services (ASHES)

Sheraton Waikiki Hotel's "MANAGER OF THE QUARTER" award recipient

Rollins INC., "President's Club" 2008, 2009

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