Account Management / Facility Services

Ensuring strong client relationships, superior service and

outstanding customer satisfaction

Recognized by customers and awarded by supervisors for excellent client service and satisfaction in a variety of environments, from Facility Services, home construction to bulk transportation, and from accounts receivable to IT technical support. Capable coach and mentor with a history of loyalty among team members.

Skilled in assessing needs; building consensus; training and mentoring; obtaining buy-in; troubleshooting and finding win-win solutions. Bilingual English/Spanish.

“Besides being a joy to work with, Maribel is a take-charge person who is able to present creative ideas and communicate the benefits. She was an asset to our Customer Service Department and was extraordinarily helpful in other areas of the company.”

~ Joshua Jimenez,

General Manager, Star Distribution Systems, Inc.

Professional Experience

Red Coats Inc Facility Services/ Janitorial Tampa, Florida

Regional Manager May 2019- Present

Responsible for all operations in assigned region consisting of two well-known clients: Tampa Electric and Spectrum managing quality control, staffing, training, work assignments and timecards entry. Responsible for implementing Scope of Works on contracts, communicating roles, responsibilities and expectations to Site Supervisor and staff.

Regular Quality Control inspections conducted with Site Supervisors and/or customers. Partner with customers to keep facilities safe and clean, share with clients other services need an negotiate added value services.2020 and 2021 upsold approximately 65K net revenue in my region for additional services including COVID related with potential for more.

Oversee & Managing profit center budgets, working with Branch Managers to determine staffing levels needed to satisfy Scope of Work while remaining within budget parameters. Manage inventory and facilitate supplies orders for 32 locations.

Onboard all new staffing, including but not limited to recruitment, interviewing, hiring, onboarding, and training. Experienced in E-Verifying I9 and working with corporate human resources to ensure all requirements are met with proper documentation. Document and mitigate unsatisfactory work performance by putting in place corrective actions and/or implementing discharge strategies. Review, process and approve all staff hours worked for proper payroll accuracy and processing. Oversight and management involve 60 employees currently. Also fill in for absent Site Supervisor on as needed and on short notice.

Train on all cleaning processes, floor care and equipment operation, chemical knowledge and MSDS and workplace safety to ensure efficiency of time and use of products while maintaining a safe working environment and positive job satisfaction.

Make a Difference Cleaning, LLC Residential and commercial cleaning business Tampa, Florida

Owner / Managing Director (10/15- May 2019)

Established and have successfully run a small business for 3 years. Developed a business plan; hired staff; managed a team of 4; handled payroll, scheduling, marketing, and staff training. The clientele includes more than 25 homes and businesses in the greater Tampa area.

First Service Networks Multi-state, multi-site facilities maintenance and repair partner Tampa, Florida

Customer Service Representative / Regional Team Lead (2/14-6/15)

Coordinated facility maintenance for Bloomin’ Brands restaurants (Outback, Carrabba’s and Bonefish) at 77 locations in Florida and Alabama. Reviewed scope of work submitted proposals and negotiated rates/costs, according to service level agreements (SLAs). Analyzed key metrics, reports, and performance indicators to satisfy SLAs. As liaison, built rapport with clients and vendors to maintain properties, minimize costs and ensure satisfaction.

Managed all escalated calls, providing critical follow-up to keep businesses running cost-effectively. Conducted research and negotiated settlements for client/vendor disputes. Coach and trained team members in all areas of customer service and automation.

Negotiated with manufacturer for new freezer door after client’s equipment failed “just out of warranty.” Manufacturer honored spirit of warranty and replaced door; negotiation saved our client $4,000.

After-hours flooding endangered facility and threatened shutdown. Worked with CS team to locate after-hours service provider and make necessary repairs. Mitigated damage and avoided facility closure, which would have cost our client $10,000-12,000 per day.

During client/service-provider dispute over unexpected repairs, conducted extensive research to verify chain of events and cause of discrepancy. Negotiated fair settlement, saving client $1,000 in repairs.

Star Distribution Systems Florida’s premier third-party logistics (3PL) provider Plant City, Florida

Account Manager / Customer Service Representative (5/12-7/13)

Rapidly promoted (8/12) from temp to full-time and entrusted with management of Philips Hadco, one of company’s largest accounts. Processed up to 80 orders per day through warehouse and dispatch, shipping to 20-30 locations (until company’s account-management process was restructured).

US Home Systems Exclusive home-improvement contractor for Home Depot nationwide Lakeland, Florida

Administrative Support to Sales (2/07-3/12)

Supported central Florida sales team of up to 19. Reviewed/administered all phases of customer contract files. Managed customer contact, from point of sale through follow-up service, using AS400 and web-based CRM. Interfaced with other departments to facilitate job flow through the system. Served as satellite-office Human Resources administrator concerning compensation and benefits.

Conducted monthly training classes to teach sales staff how to document sales contracts, ensure regulatory compliance and manage credit/finance documentation.

Quality Distribution Inc. Leader of North America's bulk transportation services Tampa, Florida

Senior Account Analyst, Corporate Collections (5/03-2/06)

Challenged to rein in outstanding Accounts Receivable (A/R). Managed collections of top company accounts ($5 million+ revenue). Maintained professional relationships and goodwill with customers as business expanded.

Researched and resolved disputes and past-due invoices. Minimized or eliminated recurring disputes; audited invoices for correct billing at contracted rates. Updated customer data. Reconciled A/R statements.

One of top five account managers in company.

Instrumental in justifying buy-in for hiring four new staff members simultaneously to reduce A/R.

Negotiated settlements for many accounts as high as $250,000+; successfully maintained positive and ongoing customer relationships.

GEAC Business Solutions Provider of customized B2B job-cost accounting software Tampa, Florida

Client Services Coordinator, Customer Care/First-Tier Technical Support Department (05/99-5/03)

Accepted role as primary customer contact in newly created department. Managed up to six staff. Received client queries and assessed needs; escalated to next level as necessary. Worked with sales and programming departments to resolve customer issues. Reported progress weekly.

Also served as Account Manager for Business Partner accounts: Managed customer contracts, invoices and pricing. Processed credit card payments on annual renewals. Negotiated collection of past-due contracts to ensure customer retention and satisfaction. Produced weekly/monthly management reports. Implemented team-building program within Customer Service Department. Promoted from original Help Desk Technical Support position (5/99-4/02).

Achieved 80%+ closure rate of Level One technical issues; regularly exceeded expectations.

Sole Customer Service Representative entrusted to process renewals.

Earned “Raving Fan” quarterly award, based on customer compliments/kudos.

Created, and obtained buy-in for, novel manager-in-training program, introducing each CSR to management for a month and providing performance metrics for future promotions.

As Help-Desk technician, trained new employees on ACD phone line, call-queue management, troubleshooting customer issues for quick resolution, and processing credit-card payments.

Early professional experience in Accounts Payable/Receivable in the transportation industry.

Computer Skills

Software and hardware environments including AS400; SQL, Microsoft Access, Tracker, Clientele (call-tracking), MS Office; various accounting software products including Starbuilder and TCM (construction job-cost accounting) and QuickBooks.

Continuing Education

Tampa School of Real Estate, Tampa, Florida

Real Estate licensing course

LaSalle Computer Learning Center, Tampa, Florida (2003)

Completed CompTIA A+ and CompTIA Network+ courses

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