Customer Service Management

Patrick R. Green

***** ******, *** *********, ** 48047

586-***-**** **************@*****.***

SENIOR OPERATIONS & MARKETING EXECUTIVE

Highly accomplished, dynamic Senior Executive equipped with a toolbox of ideas and successful track record of leading companies to business expansion, sales growth, operational efficiency, and significantly increased profitability. Offers a broad base of executive management expertise gained within rapid growth and turn around environments. Profit-oriented manager with a passion for challenge and commitment to enhancing cost effectiveness while exceeding company objectives. Ability to relocate anywhere in Unites States.

KEY QUALIFICATIONS

Multi-site Management

Full P & L Accountability

Organizational Development

Strategic Business Planning

Business Development

Start-up Leadership

Finance & Budgeting

Human Resource Direction

Traffic Flow Management

Union Negotiations

Contract Negotiations

Employee Relations

Client Relations/Retention

Staff & Policy Development

Recruitment and Training

PROFESSIONAL EXPERIENCE

LAUTER CONSULTING, LLC, Detroit, MI 2010-present

Consulting firm based in Detroit, Michigan, providing Fortune 1000 companies solutions to operational, client retention, customer service, and training challenges.

Consultant-Parking and Transportation

Provided Healthcare, Municipal, and Corporate clients with solutions on a vast array of parking and facilities management challenges. Expertise in employee and customer shuttles, valet operations, garage and surface lot operations. Oversee complete facilities maintenance, including vendor management, waste management, snow removal, and janitorial services.

Created and executed operating systems, client retention, policy manuals and employee training programs geared to each specific client.

Assisted in operational procedures, cash audits, and personnel evaluation.

Made recommendations to increase operational efficiency, profitability, and increase client and employee retention.

SODEXO PARKING SERVICES, Simsbury, CT 2006-2010

Contract Management Company that is the leading provider of integrated facilities management services in the U.S., Canada, and Mexico.

Vice President, Brand Management & Operations, First Impressions and Parking Services

Supported a multi site management staff, overseeing a new product line, including a multi state area across the Midwest, East Coast, and Southern states.

Served as Subject Matter Expert for internal and external customers as well as high-level support of industry associations.

Created marketing materials, unit operating systems, and training materials to establish the Sodexo brand.

Sold and opened multiple new sites each year.

Successfully reduced start up costs and length of time required for a new unit opening.

Maintained a strict adherence to budgetary and growth goals.

Supported area support and district managers to achieve desired client outcomes.

Worked closely with existing and new clients to grow all business lines.

Built and maintained solid relationships with client liaisons and C suite level management.

Met annually with key stakeholders internally and externally to insure program success.

Managed multiple surface, garage, and valet locations.

Patrick R. Green

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HEALTHCARE PARKING SYSTEMS OF AMERICA, Tampa, FL 2004-2006

Customer Service Company that provides specialized management services exclusively to hospitals nationwide. Main focus is hospital valet parking, hospital parking management, hospital greeter, traffic control services, and hospital shuttle services.

Regional Vice President, Operations

Managed a 4 member regional management staff, overseeing a 350-member hourly staff, 6 state region, driving the region to $8 million in revenues. Implemented training and management solutions to handle accounting, operations, and customer service. Hired staff, developed manager qualifications, and integrated qualified suppliers into the enterprise. Negotiated contracts and reduced expenses, while acquiring new clients with complementary operations, which were dovetailed into the organization.

Reduced corporate travel costs by $385,000 over prior year.

Realized 75% improvement in claims frequency reducing costs from $200,000 to $50,000.

Successfully reduced employee turnover from 450% to 125%.

Negotiated business partnerships with much larger organizations and integrated their policies and procedures with JCAHO and HIPAA requirements, allowing reduced customer wait times, and increased guest satisfaction.

Implemented guest satisfaction tracking devices, including comment cards, mystery shops, and client/guest feedback.

Used training and positive staff feedback to give a 5 star hotel perception to all patients and guests.

CENTRAL PARKING SYSTEMS, Detroit, MI 2003-2004

The world's largest parking services provider. The company owns, operates and manages parking and related services including: surface and multi-level parking facilities; design consultation; customer and employee shuttle services; valet and special event parking; parking meter enforcement; toll-road collections; and parking notice and collection services.

Senior Operations Manager

Directed multi city, 500 member union and non-union staff. Implemented all facets of operations for division of Central Parking, resulting in increased sales. Developed policies and procedures for project management teams to streamline receipt of revenues. Assimilated and integrated newly acquired companies into existing operations.

Established new pricing format, which reflected updated procedures, reducing costs to company by 30%, while improving average gross margins by 25%.

Directed company in development of prototype products through to production, on time and within budget, via third-party networking.

Participated in nationwide audit team with top senior executives. Tools included revenue handling and tracking, ticketing procedures, theft control, labor laws, standard operating procedure.

Key clients included City of Detroit, City of Pontiac, City of Toledo, City of Birmingham, and several other private and public operations.

Directly accountable for parking operations at events such as North American International Auto Show, Detroit Lions and Detroit Tigers.

WASHINGTON INVENTORY SERVICE, San Diego, CA 2000-2003

Leading international supplier of high quality inventory and diversified business service solutions.

Regional Director

Coordinated six-member staff overseeing 500 associates, with P&L responsibility in excess of $10 million. Supervised multiple managers to insure quality of inventories and client satisfaction remained at 100%.

Seamlessly assimilated more than 3000 inventories, ranging in size from $1 million to $300 million, into corporate headquarters over a 3-year period.

Grew revenues at an average of 125% for each year, while continuously finding methods to cut costs, and add to the bottom line.

Patrick R. Green

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FEDEX GROUND, Detroit, MI 1996-2000

Provides access to a growing global marketplace through a network of supply chain, transportation, business and related information services.

Senior Manager

Opened 28 terminals of the newly formed subsidiary, FedEx Home Delivery. Start up operations included demographics, location search, construction build outs, and terminal staff hiring. Significantly increased revenues to $22 million by providing one-stop solution with an array of services.

Grew sales with existing clients by 20% during initial stages and then added key new accounts.

Retrained and mentored terminal managers to streamline procedures resulting in 25% increase in package load and 20% reduction in delivery time.

CHILI’S GRILL AND BAR, Mishawaka, IN 1991-1996

Casual themed family dining, with full service kitchen and bar.

Regional Director

Recognized leader, promoted from within company, after 1 year of successful single unit operation.

Directly managed 10 General Managers and 1200 hourly employees to increase revenue, while cutting labor and food costs, without sacrificing location hospitality or service.

Coordinated inside sales campaign to increase per guest check average for each team member.

Average annual managed sales of 35 million.

EDUCATIONAL BACKGROUND

Bachelor of Science in Marketing and Management, Western Michigan University, Kalamazoo, MI

Professional Development:

Strategic Selling, Miller Heiman

Effective Executive Summaries, Shipley Assoc.

Key Results Indicator tracking

OSHA Compliance Control

Audit/Cash Controls

Management Performance Seminar

Worker’s Compensation Claim Reduction Training

HIPAA & JCAHO Regulations

Employee/Management Relations

Certified Administrator Public Parking

Six Sigma

Certified Marine Officer

Affiliations:

Macomb County Who’s Who, Former Board Member-Michigan Parking Association, Member-International Association for Healthcare Security & Safety, Member- Oakland County Chamber of Commerce, Member-Anchor Bay Chamber of Commerce, Treasurer-New Baltimore Civic Club, Marine Officer, New Baltimore Police Department

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