Customer Service Management

DWYNN EDDIE DANIELS

*** ****** ***** ***** * Durham, North Carolina 27705 * Telephone: 919-***-**** * Email: ********@*****.***

SUMMARY OF QUALIFICATIONS

** ***** ** ********** *** management experience

Equipped with proficient supervisory and professional skills needed to meet new challenges with innovative solutions

Customer service focused with superb people skills to meet customer and client needs

Detail oriented with proven analytical skills necessary to manage day-to-day operations and tasks

Skilled in hiring, training, and motivating staff effectively to ensure quality job performance

SKILLS

Managerial Skills: Employee Supervision, Project Management, Budgeting, Salary/Performance Evaluations, Employee Hiring, Training, Counseling, Hospitality Services, Customer Service, Logistics, Supply Chain Management, Inventory Management, HIPPA, Point of Sales, Order Entry, Shipping/Receiving, Purchasing/Ordering and Supplies/Equipment, and Criminal/Background Checks

Technical Skills: Windows XP, 7, MS Office Applications, Lotus Notes, Internet Explorer, VPN, SAP, and social media

WORK EXPERIENCE

Urban Ministries Shelter, Durham, NC March 2006 – Present

Shelter Monitor – Part-Time

Adheres to the agency’s policies and effectively communicate with clients, coworkers, and the community in various situations and manages and maintains order in crisis situations and during adverse weather conditions.

Proactively promotes and facilitates a healthy team atmosphere while managing clients in a group setting as well as observe and document the clients’ behaviors and access problems.

Manages the care and support for 150 clients through counseling and referring them to appropriate self-help agencies as well as work collaboratively with various public agencies, law enforcement, probation officers, EMS, Durham Housing Authority, Alcoholic Anonymous, and other human service and governmental agencies to assist in the care for clients.

Maintains records to ensure clients are current on their TB shots and administer correct dosages of prescribed medications to clients when requested.

Manages office operations by taking the required homeless intake assessment forms from clients along with acceptable forms of ID for identification, answers multiple phone lines, record messages, collect rent money, and provide general information about the shelter.

The Forest at Duke, Durham, NC March 2014 – June 2016

Housekeeping & Laundry Supervisor

Responsible for managing 26 employees, create and schedule work assignments, and manage the overall quality and efficiency of all housekeeping and laundry personnel in compliance with established standards, policies, routines, and NC State regulations for healthcare facilities.

Interview, hire, train, and conduct job performance evaluations.

In charge of the preparation and management of housekeeping and laundry budgets which includes purchasing and maintaining all equipment as well as purchasing and inventory control of all supplies.

Responsible for coordinating housekeeping services with other services of the facility.

Adheres to The Forest at Duke’s employment and confidentiality agreements, remains up-to-date on HIPAA training requirements, understands the importance of proper handling and disposal of ePHI, and agrees to follow HIPAA regulations.

Maintains knowledge and proficiency of assignments during the implementation of facility disaster and emergency preparedness plans.

Retains a positive and professional attitude at all times with residents and staff.

Maintains resident confidentiality and treats each resident with kindness, dignity, and respect.

Continues education in the area of housekeeping and laundry services as well as HIPPA and other job related services.

Food Lion, Durham, NC May 2013 – March 2014

DSD Receiver

Responsible for the following backdoor receiving functions: maintained proper key and alarm control, maintained a clean and safe environment throughout the grocery backroom, observed and corrected any unsafe conditions that could cause associate or customer accidents, and found more efficient ways to do the job and reduce costs.

Responsible for cigarette ordering, stocking, and inventory and ordering and rotation of the front end merchandiser’s candy.

Responsible for checking dates in grocery and frozen/dairy departments using the Cleaning and Date Check.

Church’s Chicken, Durham, NC October 2012 – April 2013

General Manager

Responsible for the hands-on day to day activities and operations of the restaurant, ensuring the successful implementation of Church’s Chicken initiatives and programs, achieving and exceeding all established financial sales and profitability plans, and managed all banking and administrative responsibilities.

DWYNN EDDIE DANIELS

915 Spruce Pines Trail * Durham, North Carolina 27705 * Telephone: 919-***-**** * Email: ********@*****.*** Page 2

Recruited, interviewed, and hired hourly staff, maintained appropriate staffing, and administered all hiring paperwork on time and prepared weekly schedules for 12 employees and notified EIS of vacation, sick leave, LOA, payroll, etc.

Managed, trained, and developed staff and conducted performance reviews and recorded disciplinary actions.

Operated POS, computer, and other technical equipment used in the restaurant.

Analyzed profit and loss statements and maintained and recorded inventory accurately.

UNC Hospital, Chapel Hill, NC January 2012 – August 2012

Laundry Supervisor

Assisted management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees.

Managed and trained 15 employees on all laundry procedures, including safety procedures and equipment operation.

Ensured adherence to standard operating procedures, safety and security policies, and quality assurance as well as identified, recommended, developed, and implemented new methods to increase organizational efficiency, productivity, quality, safety, and cost-savings, and maintained confidentiality of proprietary information.

Developed and maintained positive working relationships with others, provided support to team to reach common goals, and listened and responded appropriately to the concerns of employees.

Reported faulty equipment and maintenance problems, safety hazards, accidents, or injuries and completed safety training and obtained certification.

Ensured uniform and personal appearances were clean and professional and completed inventory of uniforms/linens.

Conducted monthly inventory of laundry supplies and ensured laundry requests were completed per department request.

Operated and monitored washing, dry cleaning, and drying machinery and inspected linens.

General Electric (Southern Industrial Contract), Raleigh, NC October 2010 – January 2012

Order Picker

Followed pick list to pull parts for orders to build jet motors.

Packaged orders for shipment.

Utilized SAP and other technology to perform daily job activities.

Maintained a safe, clean, and efficient work environment at all times.

Worked collaboratively with team members to fill orders.

Duke University Health Systems, Durham, NC August 1986 – August 2008

Linen/Scrubs Supervisor/Dock Master/Safety Officer

Managed all activities in the Linen Department, Scrubs Department, and on the Loading Dock, ensured 24/7 departmental operations, maintained a clean, orderly, and safe work environment at all times, and supervised and participated in all phases of laundering operations.

Scheduled assignments for employees to ensure constant activity on the production floor and reviewed their work, maintained inventory of all supplies and materials, and ordered replacements when necessary.

Supervised and coordinated dock operations including load planning, line haul deliveries, dock space, customer service, and scheduling of dock start times, managed traffic control and maintained communication with law enforcement and other emergency staff.

Managed 9 employees and conducted the hiring, training, and termination of employees, performance appraisals, promotions, salary reviews, transfers, vacation schedules, and first step grievance hearings.

Assisted with the development of the new phase of the hospital construction.

Prepared departmental budgets, worked with Independent Contractors of various personnel levels, and assisted with terminal and employee safety issues in compliance with Duke Regulations.

Ensured load quality, accurate computer entry, and documentation procedures were followed for terminal and freight security and proper freight routing, operated forklift when necessary, and conducted staff and departmental meetings.

EDUCATION

Managing For Results Certificate Program CAI, Durham, NC

Management & Compliance Training Duke University, Durham, NC

Electronic Manufacturing Program Certificate Private Industrial Council Training Center, Durham, NC

High School Diploma E. A. Laney High School, Wilmington, NC

REFERENCES AVAILABLE UPON REQUEST

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