Operations Manager Quality Control
Resume:
SMART KWABENA ESSIEN
Ellenwood, Georgia 30294
678-***-**** Cell
***********@*****.***
SUMMARY OF QUALIFICATIONS
For over 15years, I have utilized my background in Facilities services including Janitorial and Quality control to provide excellent Management, Supervisory and Consultancy services to organizations, corporate entities and institutions from diverse operational standards.
EMPLOYMENT
03/2023-10/2023, Assistant Director, North Fulton Hospital, Roswell, Georgia
Responsible for day to day financial management as against operational budget.
Customer satisfaction and business retention
Staff training and development
Client engagement and continuous service improvement planning.
Managing and monitoring safety trajectories through staff engament
03/2021-02/2023 Sr. Custodial Operations Manager, Clark Atlanta University, Atlanta, Georgia
Managed and negotiated all custodial and facilities related services provided by third party vendors on campus.
Acted as a liaison between CAU facilities Management and third-party service providers.
Responsible for project management including the CAU work ord.er management system to ensure that service requests were completed timely and work quality conformed to the institution’s quality standards.
Routinely conducted quality inspections and submitted findings to service providers for appropriate corrective & preventive actions to be taken.
Monitored the activities of service providers to ensure that they consistently operated within CAU’s environmental standards and safety guidelines.
Worked with my executive leadership on facilities annual fiscal budgets.
Acted as a consultant for CAU on all critical custodial issues that needed the attention of a custodial mind.
06/2015-02/05/2021, Custodial Operations Manager, C&W Services at Clark Atlanta University, Atlanta, Georgia.
Responsible for hiring, developing and maintaining adequate skilled and experienced staff levels to meet or exceed contractual obligations in Janitorial services..
Managed the department’s operational budget for profitability within each fiscal year.
Regularly attended scheduled and unscheduled meetings with customers and upper management to discuss service updates and contract reviews where necessary.
Conducted weekly building inspection tours with the customer to look for opportunities for continuous quality improvement in general cleaning, floor care and grounds maintenance campus wide.
Responsible for evaluating staff performance to recognize high performers and developed performance improvement plans to bring under-performing up to speed.
Responsible for reviewing and developing new cleaning procedures to improve efficiency and cost saving in service delivery.
Responsible for recommending equipment purchases and management of capital equipment needed for operational purposes
Coached, counseled and disciplined staff including recommending termination when it’s appropriate.
12/2012-06/2015, Project Manager-ARAMARK Healthcare at Grady Health System and Northside Hospital all in Atlanta, Georgia.
Attended weekly HCAHPS meetings to develop plans for continuous improvement in patient satisfaction in the area of cleanliness of the facility and customer care generally.
Hiring and training of Floor Technicians and General Cleaners to master skills in the restoration and maintenance of floor surfaces and patient room cleaning to meet customer expectations.
Prepared performance reviews to ensure that deserving employees received salary increases as allowed.
Responsible for planning, scheduling and coordinating all floor care and general housekeeping projects and employees work schedules to address the facilities everyday operational needs.
Completed monthly customer satisfaction surveys through patient and nurse interviews to identify opportunities for improvement in customer satisfaction.
Inspected floor work and patient room cleaning assignments to ensure that they meet or exceed Aramark’s quality standards and customer expectations.
10/2006-12/2012, Operations/Quality Assurance Manager
Goodwill Industries of North Georgia-Facilities Services Dept. Responsible for multiple location assignments including The Centers for Disease Control(CDC), Emory Hospital-Mid Town, and Yerkes National Research Primate, all in the Atlanta Metropolitan area.
Tasked with the responsibility of hiring and training new employees to fulfill Goodwill's contractual obligations in Custodial and Grounds Maintenance Operations.
Prepared employees work schedules and allocated assignments to ensure complete coverage of all areas needing cleaning and Grounds Maintenance services.
Responsible for ensuring that all safety guidelines regarding the use of chemicals, P.P.E's, and potential hazards are addressed with Goodwill employees on daily basis.
Responsible for employee discipline and terminations using guidelines and polices provided in employees hand book
Conducted quality inspections and initiated continuous improvement plans to be implemented by site managers and supervisors.
COMPUTER SKILLS
Working Knowledge in Microsoft Office suite including MS 360 Facility and MS Projects.
Highly skilled in the use of software equipped PDA’s for facility inspections and Quality Assurance Programs.
LANGUAGES
English
Afrikaans
Conversational French
Conversational German
EDUCATION
1990 G.S.T.S High School, G.C.E Ordinary & Advance Level Ghana-West Africa
1993 Accra Polytechnic Institute-Ghana (Institute of Chartered Accountants)
Financial Accounting Major
PROFESSIONAL ASSOCIATIONS AND SPECIAL RECOGNITIONS
A member in good standing with I.E.H.A(International Executive Housekeepers Association)
A Certified Executive Housekeeper
A Certified Carpet Cleaning Technician by the I.I.C.R.C(Institute of Inspection, Cleaning and Restoration Certification)
A Certified Internal Auditor for ISO 9001:2008 & 14001:2004, Quality and Environmental standards.
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