Manager Customer Service

Profile

Over * years hands-on experience within a demanding and disciplined HS&E and multi-product batch chemical process & nonwoven manufacturing. Provide leadership and management of Treatment Services, continuous improvement initiatives including: leading root cause analysis investigations, developing training and certification process and content, leading structured on-the-job training and developing, maintaining, and writing Standard Operating Procedures (SOPs). Leads and manages performance improvement teams.

Reputable work experience of 20+ years in an industrial & domestic wastewater treatment industry with specific emphasis on oils/water & physical/chemical separation and enhanced nutrient removal processes. Technical works experience in hazardous waste treatment.

Education

Certified Landfill Operator TN Division of solid waste management April 2015

Train the trainer for GI OSHA, U.S. Department of Labor Oct 2013

Cerificate of Lead(Pb) awareness for General industry Labor Cabinet, KY Sept 2013

Diploma in Project & Planning Management (MS Poject/Primavera P6) Feb 2013

CADD Center, (PMI Certified R.E.P.)

Soil Erosion Prevention and Sediment Control (Level-II) Sept 2012

Tennessee Department of Environment & Conservation http://www.tnepsc.org/Level2Listing.asp

South Carolina Class A/B UST Operator certificate Aug 2012

South Carolina Department of Health & Environment Control

Certificate of ISO 14000 Nov 2011

Certificate of DOT Hazmat Nov 2011

BS in Biochemistry May 2000

Tennessee State University – Nashville, TN

Class IV Wastewater treatment plant operator license Nov 1994

Tennessee Department of Environment & Conservation

Hospitality Manager Certificate Dec 1991

Choice Groups of Hotels, Washington, DCAbility

Skills Summary

Report Preparation

Cost reduction/Avoidance

Resource optimization

Safety training programs

Self-motivated

Interpersonal

Primevera P6

Customer Service

Planning/Scheduling

Marketing & Sales

Project Management

NPDES compliance

Ind. Wastewater permitting

Multiple task

Staff training & Mentoring

Inventory control

Front-Office Operations

Professional Presentation

work both independently and on cross-functional project team

health & Safety

Professional Experience

Production/Acoount/EHS Manager May 2013 - Present

Avanti Corporation, Clarksville, TN

Purchasing materials for PP/PE nonwoven spun bond production needs,

Preparing purchase order for supply & critical, receive & reconcile invoices in SBM,

Prepare & support production line, laboratory testing, samples, COA, COC. Mud walk the floor to make sure & required supply. Technical support & trouble shooting, recognized tools, techniques and processes for problem solving and assessment.

Recently completion of OTI 501 trainer course in OSHA standards for General industries gains confidence for training.

Develop, implement and coordinate all safety programs that include: Hazard Communication, Ergonomic, Lockout/ Tag out, Hearing Conservation, Confined Space, PPE, First Responder/CPR/Blood borne Pathogens, Forklift and Crane Safety, Electrical Arc Flash, Process Safety, Accident Investigation and Plant Emergency Organization by using lecture, power point, or practical methods.

Ability to follow all Sanitation and Quality Policies. and Procedures. and report and follow through on any deficiencies.

Primavera P6 Experience in program/project scheduling & resource management. Serve as point of contact for all federal, state and local regulatory organizations. Serve as point of contact for all federal, state and local regulatory organizations. Conduct audits/ inspections of company facilities and projects to identify unsafe conditions and work practices. Ability to select, coach, develops, engage, and retain a team of employees.

Ability to follow Continuous Improvement Processes in the Management Operating Structure. Ability to handle multiple tasks simultaneously.

Ability to review of monthly data and corporate reporting to include completing and maintaining health and safety documentation and records.

Coordinate with staff regarding Workers Compensation claims relating to accident review, investigations and correction actions.

Develop and organize specialized training as needed. Assist in the review of new(GHS) and ongoing programs and program effeectiveness.

Ensure compliance with all EHS regulations; make changes as required by changes to laws and regulations. Excellent Tactical communication skills. Experience leading and following Safety/Security Policies and Procedures.

Familiarity with Good Manufacturing Practices. Maintain and Manage OSHA-300 logs / reports . Maintain and update environmental policy and procedure manuals. Occupational Safety and Health Administration (OSHA) inspections.

Possesses working knowledge of regulatory requirements for federal and state programs, processes, and program implementation strategies.

Skill in organization, prioritization, and attention to detail. Strong analytical skills to evaluate performance metrics and outcomes.

Strong team player and leader with the ability to work across multiple functions and disciplines.

Training of employees on safety policies, procedures, regulations and best practice principles.

General Manager Dec 2006- Apr 2013

Subway of Nashville, Nashville, TN

Maintained a clean and efficient restaurant. Ensure all associates working in the restaurant understand the importance of cleanliness in the food preparation department.

Make eye contact, smile and greet & treat all customers that enter the store.

Builder good customer relationships by engaging in friendly conversation with all customers.

Assisted in handling and resolving customer issues and complaints.

Always knowledgeable of and meet / exceed the daily and hourly sales goals established for the Restaurant.

Always visible and available to my customers and team members and take the time to answer all questions.

Trained, supervised, and empowered Restaurant associates. Ensure that the Restaurant associates are completing all required tasks on a continual basis. Participated in the interview process for potential / Restaurant associates.

Be familiar with the available training materials and stay up to date with new procedures. Used SUBWAY 4Rs Program to train associates: Recruiting, Recognizing, Rewarding and Retention. Responsible for providing food service according to industry food standards.

Recognize coaching opportunities to praise or correct performance of associates. Ensure that our team associates are improving every day.

Conduct annual appraisals. Provide direct and actionable positive and corrective feedback to associates. Address performance issues consistently and effectively. Be knowledgeable of all areas of the store including specific locations of merchandise.

Demonstrated strong product and service knowledge. Demonstrate proper procedures in the handling of food.

Turned on all machines and ensure that they are functioning properly before the store opens.

Maintained daily maintenance and cleaning schedule of equipment. Complete the required tasks in a timely manner.

Fulfilled requirements regarding OSHA/ Right-to-know training and demonstrated the proper procedures in the handling of food safety.

Collaborated with the People Coach to ensure the training of all food department associates on all areas of the food preparations, equipment troubleshooting and services. Promote the use of our credit card, Smart Plans, and add-on sales.

Maintained supplies on a regular basis, ordering as needed. Trained all associates in the ordering process to ensure the best customer service. Worked with vendors and supplies (both service and product)

Knowledgeable of the financial goals regarding sales, margin and shrink and take steps to improve the Restaurant in these areas.

Have a strong understanding of all register functions including how to process all transactions and forms of tender.

Managed the human resource function in the restaurant ensuring recruitment, selection, orientation, training, scheduling and performance management functions meet or exceed company specified criteria.

Complies with company policies, practices and procedures and communicates all changes to team members.

Involved in local store marketing efforts. Understands the Profit and Loss Statement and helps create action plans for opportunity areas.

Ensures overall food quality and handling, safety, security, service and cleanliness standards.

Monitored daily labor/matrix and other payroll reports related to the time clock, hours worked and overtime.

Exhibit efficiency in completing job requirements through working with a sense of urgency, consolidating tasks, delegating and empowering others while managing daily responsibilities.

General Manager Aug 2005 – Nov 2006

Ramada Limited Hotels, Nashville, TN

Manage and maintain all year or seasonal lodging facilities.

Observe and monitor workers' performance to make sure that company rules and procedures are being followed.

Confer and cooperate with other department managers to coordinate hotel activities, such as weddings.

Answer questions about hotel policies and services and resolve customers complaints.

Arrange telephone answering service, mail delivery, and answer customers' questions about area.

Use computers to order food and beverages, and prepare reports.

Purchase supplies or services from outside vendors, such as laundry, repair, and trash.

Inspect hotel for cleanliness and appearance. Coordinate front-office duties and resolve problems.

Greet and register guests. Show, rent, and assign rooms or suites. Make decisions and develop plans for how to manage hotel.

Analyze financial information on computer and create reports for owners. Handle money and record payments onto computer.

Monitor the number of open rooms when renting to non-event customers.

Answer customers' questions, make them feel at home, and build on-going relationships.

Inspected guests' rooms, public access areas, and outside grounds for cleanliness and appearance.

Processed reservations and adjusted guests' complaints.

Supervised the housekeeping staff; providing open communication, training, coaching and counseling and provide performance feedback to ensure maximum efficiency. Supervised and inspected the cleaning of the guest rooms, turndown service, and public areas and back of the house.

Ensured compliance with accident/loss prevention programs, SOPs and health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction.

Issued assignments to staff reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation.

Issued supplies/goods to staff at beginning of shift in order to control inventory and ensure proper supplies were available while controlling expenses. Responded to guest requests, concerns and problems to ensure guest satisfaction.

Logged items into the Lost and Found and answer inquiries to maintain controls and ensure guest satisfaction.

Implemented emergency training and procedures to ensure appropriate protection of the hotel, guest, staff and company assets.

Wastewater Treatment Plant Operator IV Oct 1993- Jul 2005

City of Gallatin, Gallatin, TN 37066

Operates and monitors pumps, valves, and other equipment by hand or mechanical means to regulate the flow of wastewater through various primary, secondary, and final treatment processes; maintains an even flow to assure maximum efficiency of plant equipment.

Takes samples of influent, final effluent wastewater, sludge, and other materials at established times; makes standardized control tests.

Responsible for accurate record keeping of water quality data such as water turbidity, percent solids, pH, temperature, chemical usage, etc.

Performs record keeping functions such as logging plant operations, test results, maintenance work performed, and unusual operating conditions encountered; prepares special reports as required. Operates, monitors, and adjusts chemical feeder (chlorinator).

Inspects plant equipment and reports any failures or operating difficulties; initiates work orders and requests for equipment repairs; stop, start, lock out, and tags equipment as required for repairs.

Cleans, lubricates, and performs routine preventive maintenance of plant equipment and facilities; assists and directs routine maintenance painting of plant machinery, equipment, piping and structures; assists and directs the care of grounds adjacent to the work location.

Picks up or receives supplies delivered and ensures that they are properly stored.

Reads meters, gauges, charts, and instruments; changes recording charts and monitors continuous operation.

Uses common hand and power tools; drives motor vehicle in the performance of the work; operates a forklift incidentally in the performance of the work. Directs and instructs lower level operators during an assigned shift.

Deals courteously and effectively with other plant personnel, including engineers and operations and maintenance employees, and with representatives of other agencies, private organizations, and the public.

Performs all operation duties required to operate the wastewater treatment system/plant.

Monitored developments in the field of wastewater treatment; recommends and initiates improved work methods and procedures.

Performed and directed preventive maintenance, operations painting, and facility and grounds maintenance.

Plans, coordinates, schedules, reviews, and evaluates both the operation and the routine preventive maintenance and cleaning of wastewater treatment equipment and facilities during an assigned shift. Maintained shift logs and record meter and gauge reading.

Periodically inspects plant equipment; reviews operating procedures to ensure adherence to maintenance, operation, and safety procedures.

Reviews and evaluates a variety of operational data from computer reports, daily logs, meters and gauges; develops and implements operational changes to ensure compliance with established standards and regulations and effective and efficient operation.

Supervised the compilation and maintenance of operations records; prepared periodic and special reports of work performed.

Assisted in training, reviewing, and evaluating the work of operations personnel.

Prepared reports required for servicing or repair of equipment; adjusts operating schedules as required to meet changing conditions and emergencies. Performed physical, chemical, and other laboratory analysis of samples of domestic wastewater and final effluent.

Meter and gauge readings and test results to determine process adjustment requirements.

Start and stop pumps, engines, blowers and generators to control and adjust flow and treatment processes.

Hotel Manager June 1991 to Sept. 1992

Econo Lodge, Chilhowie, VA

Led a team of 12 direct reports in a Choice Groups of Hotels with over 55 rooms.

Achieved increase of 14% in the guest services indicator (GSI). Managed operations of Front Desk & Bell Services.

Improved employee engagement scores by 8% during my appointment.

Developed new training procedures for new and existing associates. Ensured each associate adheres to hotel standard.

Scheduled staff for coverage and processed payroll for the Front Office departments.

Motivated guest services agents though constant feedback and incentives. Hands on in delivering exceptional Guest Service.

General Manager Dec 1990 – May 1991

Comfort Inn & Suites, Los Angeles, CA

Led a team of 22 direct reports in a Choice Groups of Hotels with over 175 rooms

Inspect hotels to gather information and monitor surroundings and decide what needs to be done.

Communicate with other managers to plan large events. May negotiate with managers about whose staff will help with projects.

Make decisions and develop plans for how to manage special events.

Analyze financial information on computer and create reports for owners.

Handle money and record payments onto computer. Computers allow managers to know how much money is earned daily or monthly.

Identify staffs' actions and evaluate whether it meets hotels' standards.

Estimate the number of rooms needed for special events. Managers may monitor the number of open rooms when renting to non-event customers.

Answer customers' questions, make them feel at home, and build on-going relationships.

Update what they know about community and help customers understand what they can do in the area.

Schedule work activities and communicate duties and hours to staff. Coach staff on how to do the job and motivate them to finish projects.

Coordinate front desk staffs' work, and build a team environment.

Interview applicants and judge the quality of their skills to staff various positions in hotels.

Perform general physical activities and administrative tasks when delivering mail or answering phones.

Indian Petrochemical Corporation Limited (IPCL) May 1983 – Dec 1990

Vadodara, Gujarat, India

About the IPCL is India’s largest petrochemicals company. Indian Petrochemicals Corporation Limited engages in the production and sale of petrochemicals and derivatives. It offers polymers, synthetic fibers, fiber intermediates, solvents, surfactants, industrial chemicals, catalysts, and adsorbents. The company’s commodity chemicals include acetonitrile, ammonium sulphate, benzene, butadiene, butyl acrylate, caustic soda flakes, caustic soda lye, carbon black feedstock, ethylene, ethyl acrylate, 2-ethylhexyl acrylate, methyl acrylate, orthoxylene, propylene (chemical grade), and propylene (polymer grade). Its solvents comprise cixon, hepton, and solvent CIX. Indian Petrochemicals Corporation’s surfactants consist of ethylene oxide and linear alkyl benzene. Its commodity plastics include indothene LDPE, indothene LL, indanthrene HD, koylene HP, koylene CP, koylene RCP, and indovin. The company’s rubber and hydrocarbon resin products comprise cisamer 01, cisamer 1220, and petrez. Its products portfolio also includes catalysts and absorbents comprising catalo, catsiv, and specialty catalyst; and fibers and intermediates, such as acrylonitrile, ethylene glycol, sup acryl, dimethyl terephthalate, and indacryl. The company owns and operates three petrochemical complexes, including a naphtha based complex at Vadodara; gas based complexes at Nagothane near Mumbai; and at Dahej on Narmada estuary in bay of Khambhat. It has joint ventures with Gujarat Chemical Port Terminal Company Limited to construct and operate liquid chemical handling port at Dahej; General Electric Plastics (GEP), BV to manufacture advanced engineering plastics in India; and Indian Vaccines Corporation Ltd. Indian Petrochemicals Corporation was founded in 1969 and is based in Vadodara, India.

As an Environment, Health & Safety Officer Aug 1988 – Dec 1990

IPCL, Vadodara, Gujarat, India.

Provided proactive safety support to internal and external customers for office and testing lab facilities. Monitored and prevented potential workplace safety hazards through routine inspections and training; accurate and up-to-date documentation of policies, procedures, and data; and investigations into accidents, injuries, and unsafe conditions. Interfaced with facilities management and made recommendations on safety related issues.

Developed, maintained, updated, and enforced policies and procedures including the following: Injury and Illness Prevention Program (IIPP), Emergency Action Plan, blood borne pathogen procedures, personal protective equipment procedures, and Safety Contingency Plans. Revised policies and procedures to minimize potential hazards.

Initiated and conducted employee interviews for annual audits of Environmental Health and Safety (EH&S) protocols, policies, and programs.

Identified problems with the online safety program and coordinated with IT technician to correct the system and ensure proper functionality.

Performed daily walk-throughs for safety inspections of the facilities including fire systems. Documented and photographed findings and compiled and presented statistical data on safety activities to EH&S Director. Coordinated the installation of fire extinguishers where necessary.

Review analytical data to confirm compliance with landfill acceptance criteria.

Inspect facilities and operations for regulatory compliance. Report deviations of potential compliance problems to supervisor.

Assist with creating and implementing written environmental programs and procedures.

Train employees in hazardous waste identification and safe handling methods.

Ensured compliance with Federal, State, and Local regulations through comprehensive inspections and communication. Informed employees of changes in regulations. Maintained prominent display of the State & OSHA required safety bulletin.

Investigated accidents and injuries. Documented the injuries; detailed the events leading to, during, and after the accident; and made recommendations to fix hazards.

Identified, recommended, and implemented ergonomic changes to reduce health and safety hazards. Worked with ergonomist to redesign employee work areas.

Conducted scheduled employee MFA CPR/First Aid and safety training classes covering evacuations, fire extinguishers, etc. Provided and presented disaster relief and emergency preparedness training and materials. Trained 45 employees over one and a half years with up to ten employees per course. Maintained Safety Data Sheets (SDSs) on chemicals used in the workplace.

Designated as the first responder for emergencies based on EMT training and charged with overseeing all medical response.

Initiated maintenance and repair orders for company and rental equipment. Ordered first aid supplies, ergonomic equipment, and other safety related items for employees. Managed budget of equipment and supplies.

Responded to employee injuries and administered first aid as needed for propane leaks (evacuations), cuts and bleeding, and back injuries from improper lifting techniques.

Collected wastewater, clean water, and drinking water samples.

Collected hazardous waste samples for characterizations and responded to emergency issues in full level A suits and required equipment.

Preformed Asbestos and lead based paint inspections and sampling.

Collect soil and bulk samples for analysis and compliance issues.

Performed fish kill surveys and vegetation sampling to determine incident causes and sources.

As an Environment Quality Operator/Laboratory Tech. Apr 1985 – Aug 1988

IPCL, Vadodara, Gujarat, India.

Conducted field and laboratory experiments to determine effects and suitability of physical, biological, and chemical treatment processes applied to wastewater.

Set up and conduct chemical and other experiments, tests and analyses using techniques such as chromatography, spectroscopy, physical and chemical separation techniques and microscopy

Operate and maintain laboratory equipment and apparatus, as well as preparing solutions of gas or liquid, reagents, and sample formulations

Compile records and interpret experimental or analytical results.

Develop and conduct programs of sampling and analysis to maintain quality standards of raw materials, chemical intermediates and products.

Treating chemical waste solution to keep it from going into the environment, City and County wastes streams. Supplying chemical bath and having them analyzed by lab and making additions.

Performed a variety of wastewater/chemical treatment procedures to prepare process wastes for disposal.

Coordinated the removal of chemicals from production processes and ensured they were received in the correct treatment tanks.

Monitored treatment operations to ensure compliance with federal, state and local regulations.

Specialist in total cyanides, total phenolic analyses, PCBs and suspended solids

Advanced operation, calibration, maintenance, and troubleshooting of spectrophotometer (total cyanides, total phenolic, total phosphorous, chlorine residual, ammonia, nitrite, nitrate, COD)

Prepared and analyzed the following tests: Hexavalent Chromium, OrthoPhosphate, Organic Acids, and Biochemical Oxygen Demand. Prepare the following test for further analysis: Cyanide Dist., Phenol Dist., Total Kjeldahl Nitrogen, Phosphorus-Total and Poly, and Ammonia-Nitrogen.

Performed treatability studies to determine appropriate treatment methods.

Pressed out sludge from two systems using two filter presses.

Ensuring discharge requirements were met before discharging to local sewer systems.

Operated a four and eight inch reverse osmosis system.

Used an atomic absorption spectrometer to analyze hourly samples from all systems checking for copper concentrate.

Ensured that discharge requirements were met for discharging treated water to the sewer system.

supervised construction of waste water projects

Planed & directed periodic field sampling and monitoring programs.

Conducted periodic field monitoring and sample collection of air pollution and receiving waters.

Responsible for the preparing and testing of various types of soil and water samples in a production laboratory environment.

As a Production Plant Operator (Chemical/process operator) May 1983 – Apr 1985

IPCL, Vadodara, Gujarat, India.

Start-up/Shutdown of plant equipment.

Prepared and measured raw materials.

Feeded raw material and processing agents into plant machinery and set controls and operate machinery.

Checked instruments and equipment to make sure of correct operation, or be alerted to any abnormal operating conditions.

Take samples for testing, test products and record process data

Position equipment and connect it to wellheads

Operated pumping equipment to transfer oil and gas from wellheads to refineries, within refineries or to storage facilities

Controlled equipment to process, manufacture or blend oil, gas and additives into petroleum and gas products, such as fuels, oils and asphalt

Set controls and observe gauges and instruments on equipment

Analyzed samples and recorded data.

Checked equipment for malfunctions and tested well pipes for leaks and fractures and arrange maintenance

Controlled the flow of oil and gas through pipelines.

Operated computerized control panel plants and instruments.

Visually inspected equipment and controls at periodic intervals to detect malfunctions or need for repair, adjustment, or lubrication.

Monitored Plant and Pipeline Operations and respond appropriately to emergency or upset conditions.

Implemented safe work practices and participated in proactive safety culture while ensuring safety for other employee, the public, and the environment at all times.

Monitored Plant and Pipeline Operations and respond appropriately to emergency or upset conditions.

Ensured regulatory compliance and record keeping requirements are met and continually monitored.

Monitored and recorded various operating conditions such as pressures, temperatures, hours of operation, fuel consumed, water levels, etc.

Performed minor maintenance on equipment and system including reciprocating natural gas compressors, dehydrators, fluid separation equipment, valves, etc.

Monitored removed and replaced filters, oil, chemicals, and other lubricating fluids as needed.

Also helped in loading and unloading of liquid & under pressure liquid gas (propane, butane, n-heptane, MEG, PEG, leaner alkyl benzene etc.)

Administered shipping and receiving activities including ordering solvents and chemicals.

Reads and interprets plant piping and distribution plans; assists in locating and troubleshooting plant malfunctions.

Requisitions materials, supplies, and equipment; initiates purchase requests and work orders for needed materials and for plant repairs and improvements.

o obtain Certification in RCRA & CERCLA within 3 months of hire.

Knowledge

Hazard Communication Standard (Important Date: Dec 1, 2013): https://www.osha.gov/dsg/hazcom/

MPCA News: http://www.wdio.com/article/stories/S3169475.shtml?cat=10335

Osha Laboratories Updates: https://www.osha.gov/SLTC/laboratories/

Animation of Fire at Chevron's Richmond Refinery, August 6,2012

http://www.youtube.com/watch?v=QiILbGbk8Qk&list=UUXIkr0SRTnZO4_QpZozvCCA

NIOSH HAZARDOUS DRUG EXPOSURES IN HEALTH CARE(2014 update) http://www.cdc.gov/niosh/topics/hazdrug/

Miox technologies to optimize biofilm control & Vapex technologies to control odour.

Knowledge of, the National Environmental Policy Act (NEPA), General Conformity, Transportation Conformity, and other federal and state laws and regulations, particularly as they relate to air quality compliance for transportation, civil infrastructure, electrical utility, and industrial projects.

Knowledge of environmental policies such as RCRA(Resource Conservation and Recovery Act), SARA I & II, CERCLA(Comprehensive Environmental Response,Compensation, and Liability Act commonly called Superfund), CWA, CAA, and other environmental regulations.

Awards

Member of Project Management Institute, Inc. March 2013

Member of Nashville PMI Chapter March 2013

Volunteer at nonprofit Organization Apr 1991- Present

http://www.bapscharities.org

Admistrator for Religious Activity Jul 2005 – Aug 2009

BAPS Nashville, TN

Keywords

Wastewater plant operator, Chief operator, Wastewater Manager, Wastewater Treatment, Lead Wastewater Operator, Environment Specialist, EHS Manager, HSE Manager, Watershed Manager, Chief Wastewater Plant Operator, Superintendent Water/ Waste Water, Wastewater Treatment Chemist, Wastewater Treatment Facilities, Wastewater Treatment Supervisor.

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