Customer Service Management

Candido Rosario

Middletown, NY *****

718-***-**** • **********@***.***

Service Management

Account Management ~ Staff Supervision ~ Facilities Operations Oversight

Dynamic leader with 25+ years’ progressive experience driving unionized teams & vendors developing strategies to optimize operations, boost productivity and efficiency, deliver exemplary customer service. Instrumental in retraining, developing, mentoring, forecasting, strategic planning & development, motivating staff to build high-performance teams. Create policies & procedures, RFP.

Areas of expertise include:

Facilities/Account Management Stadium Operations Experience P&L Management Strategic Planning Facilities Operations / Vendors Oversight Procedural Development Training & Mentoring Payroll / HR Administration A/R & A/P Customer Service Sales • Budgets • SchoolDude

Professional Experience

FAIRFIELD UNIVERSITY, Fairfield, CT

Director of Custodial Services / Events & Conference Set up Manager 2010 – Present

Provide leadership, supervision & encouragement to facilities, operations staff & several contracted vendors on a daily basis in multiple buildings & grounds throughout the two million square feet of campus. Closely working with the V.P. of Facilities to create annual operations budgets.

Forecast capitol improvements projects as well as manage allocated funds. Manage event and conference set-ups campus wide. Oversee Rafferty Stadium operations implementing strategies and procedures I utilized at Yankee Stadium.

Key Achievements:

Minimize operations costs & maintain superior service through proper training.

Seek and procure competitive pricing for equipment, materials & all related supplies.

Provide a safe, clean & healthy campus for our students, staff, faculty and guests.

Administer, track and maintain budgets.

Manage several contracted outsourced services; Pest Control, window treatments & washing…

Raritan Building Services Corporation, Edison, NJ

Regional Director of Operations 2007-2012

Direct team of 127 managers, supervisors, and organized subordinates in delivering janitorial services to Whole Foods Market & other accounts across New York, New Jersey, Connecticut & Pennsylvania. Charged with P&L accountability; administer $5M budget. Drive efforts to generate new client account contracts and retain existing clientele. Liaise with clients, administrators, and CEOs. Ensure adequate training in modern facilities techniques and product usage. Meet with clients to ensure satisfaction. Attend ongoing staff development courses and corporate meetings.

Key Achievements:

Retrained and mentored existing staff to deliver higher level of customer service.

Developed 9 personnel into supervisory, managerial, and assistant director positions.

Formally recognized by key client for delivering on-time, below budget services.

Implemented a new, more effective spreadsheet for payroll and new forms for accountabilities.

Manhattan College, Bronx, NY

Custodial Operations Manager 1998-2006

Led building operations and maintenance activities to deliver high-quality, consistent, and cost-effective services. Provided strategic planning, financial management, and resource allocation. Spearheaded general maintenance programs to maximize building asset life and ensure community safety. Resolved building related issues in University-owned and -leased academic facilities, residential, and commercial properties. Coordinated employee schedules, time records, vacations, and performance evaluations. Administered payroll. Negotiated vendor and contractor agreements; supervised residential property renovations.

Key Achievements:

Developed long-range capital improvement and major renovation plans.

Initiated service upgrades to meet or exceed departmental goals.

Provided leadership in areas of strategic planning, financial mgmt. & resource allocation

Volunteer Experience

Christian Faith Fellowship Church

Operate controls for audio/video and lighting systems in church.

Suicide Prevention Hotline

Answer phonelines; establish rapport while offering assistance to aid in return of mental stability.

Salvation Army Soup Kitchen

Prepare and distribute food to homeless participants. Clean up after meals are served.

Education & Certifications

Alpha Sigma Lambda (Fairfield University) 2014

FMP Certification (Facilities Maintenance Proffesional) 2015

B.A. (2015) Fairfield University

Certificate of Attendance Intergrated Pest Mgmt Bed Bugs & Lice in the Educational Environment, 2012

Certificate in Project Management, 2006

Certificate of Attendance how to handle Mold & Mildew problems, 2004

Certificate on How to Deal With Difficult Employees, 2003

Certificate in Word Processing, 1199 Training & Upgrading, 1998

Certificate in Basic Computers, 1199 Training & Upgrading, 1998

Certificate in Recording Engineering, Center College for the Media Arts, 1990

activities

Vice President Staff Association @ Fairfield University

Scholarship appointment Comitte @ Fairfield University

Classroom Management Comitte @ Fairfield University

Published writer in the U.S. & U.K.

Bi-Lingual Spanish/English Read, write, speak and translate.

Stand-up comedian

Computer literate, Internet, World Wide Web, Microsoft Office

Audio / Video / Lighting Operator @ Christian Faith Fellowship Church

Recording Engineer

Contact this candidate