Customer Service Manager
Resume:
** **** **** **** ************, CT *****
**********@****.***
David A. Parker
Profile
A proactive leader with over 20 years experience in business operations and management of janitorial and housekeeping services including: compliance with OSHA regulations; development of safety programs, practices and procedures; managing budgets; ensuring superior customer service and managing unionized employees. Fluent in Spanish.
Professional experience
2008 - present St. Francis Hospital & Medical Center
Mt Sinai Rehab Hospital Campus Hartford, CT
Manager of Environmental Services
Manage 85 union employees; (6 supervisors)
Accountable for all daily operations.
Establish work priorities and schedules.
Provide administrative leadership in evaluating performance, staffing needs and training, payroll and employee relations. Coordinate the hiring of staff and maintain appropriate records.
Develop procedures and processes to ensure superior customer service to all constituents.
Prepare reports for senior management.
Oversee the budget for the assigned areas, including income and expense reconciliation.
Develop Capital budget annually
Capital Planning for remodeling and new construction projects.
2006 - 2008 SODEXHO Niantic & Mystic, CT
General Manager of Environmental Services
Assumed responsibility for 2 facilities totaling 240 beds, 33 employees.
Accomplishments: Scored 98.5 on National Safety Foundation audit. Efficiently managed both payroll and supply budgets incurring no overtime; developed and implemented a program for efficient processing of residents’ personal clothing.
2002 - 2005 UNICCO SERVICE COMPANY Hartford, CT
Area Manager
Liaison between cleaning companies and Bank of America – ($14 million annual sales) Duties include: performing branch inspections to ensure quality control; manage customer service, resolve branch issues.
Project Manager
Management of custodial services for six facilities, (70 floors). Included directing 90 employees and 6 supervisors. Duties included: interviewing, hiring, training, evaluating, supervising, preparing payroll and motivating employees.
Ensured smooth work flow; identified and resolved problems.
Complied with OSHA and I-9’s; implemented safety practices; conducted biweekly staff meetings.
Coordinated the purchase of materials and supplies.
Administered and managed budgets.
Accomplishments: Began employment as a night manager for 3 high rise buildings and within 6 months, replaced a senior area manager and reported directly to the operations manager; Implemented 3 day orientation and training program for new hires; demonstrated the ability to take charge and ensure a smooth work flow.
1989-2002 COASTAL CLEANING COMPANY Providence, RI
President/Owner/Operator
Directed the daily operations of a small janitorial service.
Supervised 12 employees. Duties the same as above under Project Manager. Additional duties included: generating customers through cold calling, referrals, networking and advertising; identifying new business opportunities; bidding on cleaning projects; negotiating and closing business; performing and overseeing commercial/residential cleaning and carpet cleaning; interacting with accountant and payroll service; ordering and purchasing equipment. Grew business from zero to $250,000 in annual sales.
Computer Skills
Training/Certification
Excel, Word, Outlook, and SODEXHO Systems:, Marrpay Labor Management, Kronos and Peoplesoft.
Completed the following courses at SODEXHO: Attitude and Action, BYC, Spirit of Diversity, Ethics in the Workplace, Preventing Workplace Harassment – CT, Labor Management and Manager Self Service.
Certified in Commercial Carpet Cleaning with IICRC
Active membership in IEHA of New England
DOT/HAZMAT Cetification
Education
Military
Bristol Community College, Fall River, MA
Associate of Science/Business, Minor - Spanish
United States Marine Corps
Active member of the Marine Corps League
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