Customer Service Project Management

I'm highly motivated and customer service focused with 14 years of experience managing, and scheduling, various teams in multiple industries while maintaining focus throughout project oversight. I am comfortable with ambiguity and I readily adapt as conditions change. I have experience managing projects with multiple stakeholders involved and am not afraid to ask the hard questions, do the hard work or present sales pitches to challenging customers.

Counting only my 3 years as department head, I have overseen 6,806 projects worth $6.3 million revenue.

Experience

Tailor, 2023 - 2024 / Ex Umbria Designs, Ellensburg, Washington

●Use of industrial sewing and bartcking machines to produce and construct tactical gear.

●Reading and understanding design plans and prototyping.

Gun Vault Specialist/Gun Counter, 2023 - 2024 / Cabela's/Bass Pro, Union Gap, Washington

●Ultimate responsibility for all firearms in store.

●Acquiring, tracking, disposition of firearms through state and federal databases.

●Appraising and purchasing used firearms.

●Advising new shooters and experienced firearms owners on purchases and completing sales.

●Holster and military firearms expert.

●Stocking and merchandising.

Security Specialist, Current / Securitas, Redmond, Washington

●Asset protection duties for an undisclosed client. NDA signed.

Fishmonger/Food Truck Operator, 2022 - 2022 / Gemini Fish Market, Cle Elum, Washington

●Stock/cut/prepare common, rare and exotic fish and shellfish for customers.

●Follow recipes and utilize commercial kitchen equipment to prepare on house dishes, salsa and spreads.

●Part of a team of 2 that served over 1000 customers in less than 3 hours on multiple occasions at Suncadia and Washington Horse Park events, with a maximum wait time of 11 minutes.

Department Manager (Exclusion), 2018 - 2021 / Eastside Exterminators, Woodinville, Washington

●Directed and overseen 6,806 projects by managing a team of 14 highly skilled and specialized technicians over a period of 3 years for a total worth of $6.3million in revenue.

●Coordinate planning, material resources and staff scheduling while mitigating workflow down time and accurately schedule additional or unforeseen services to ensure project completion.

●Coordinate all phases of project from inception to completion by overseeing workforce schedules and allocating resources.

●Monitor and evaluate daily project progress, contract compliance and safety.

●Resolve issues during planning and action phases to maintain tight schedules and remain on budget.

●Responsible for making changes to project scope, cost and implementation and management of processes to keep project up to date and on schedule.

●Collaborate with 5 separate, yet vitally important departments to achieve project completion of 95%.

●Regularly liaise with company safety representatives to promote awareness, understanding and training and implementation of safety protocols.

●Point of contact for all escalated customers, via in person meetings, phone, email or text.

●Constructed customer contact log documenting all correspondence with customers, discrepancies, outcome/resolutions and documents supporting closing out of claim.

●Ghostwrite entries and other marketing material for company blog and website.

●Authored comprehensive OJT training program.

Quality Control/Wildlife Inspector, 2016 – 2018 / Eastside Exterminators, Woodinville, Washington

●Devise strategic plans for residential and commercial pest control projects, focusing on rodent and wildlife exclusion and present and sell to customers.

●Delivered experience-based plans to prevent entry/re-entry to residential and commercial structures.

●Educate homeowners about rodent and wildlife issues and develop control plans to facilitate proper control of pests and nuisance wildlife.

●Responsible for training highly specialized technicians on animal-specific requirements, techniques, and procedures for control.

●Trained newly hired employees by explaining and performing by example company procedures, job duties and performance expectations.

●Worked with management to facilitate research and development testing, correct technical failures, and generate field research for quality improvement.

●Responsible for performing audits and root cause analysis via organized inspections, quality testing and training for new and senior exclusion technicians by writing and submitted reports outlining performance, quality, and defect rates; via inspection of quality of completed repairs, making minor repairs to meet project expectations.

●Evaluate new construction and existing homes against active and potential rodent and wildlife entry and developed and implemented best practices for defect prevention and continuous improvement.

●Regularly consulted with individual technicians to resolve quality, production, and efficiency problems and jf necessary, escalated continuous nonconformity issues to management for remediation assistance.

●Completed and signed off on trapping logs and documentation for submission to Washington Department of Fish and Wildlife.

●Ghostwrite entries and other marketing material for company blog and website.

Exclusion Technician, 2015 – 2016 / Eastside Exterminators, Woodinville, WA

●Installed cement, flashing, construction cloth and/or lumber to prevent rodent entry into residential and commercial buildings.

●Successful completion of 275 individual projects, worth $295,212.91 in revenue.

●Worked effectively on ladders to check attics, roofs, and other high spaces.

●Worked effectively in crawlspaces and attics as tight as 24 inches with no accidents or customer property damage.

●Utilized project schematics, drawings, and specifications to complete detailed and highly complex rodent/wildlife proof repairs to residential and commercial structures.

●Demonstrated excellent mechanical knowledge of machines and tools, including use, repair and maintenance of hand and battery-operated tools.

●Executed routine maintenance on all assigned tools, gear, safety equipment and work van.

●Interpreted equipment manuals and manufacturer instructions to install and troubleshoot premade rodent and wildlife control measures.

●Installed and maintained rodent and wildlife control systems and other technical components to complete effective exclusion.

●Collected and removed debris from work sites to maintain team productivity and minimize safety hazards.

●Operated equipment such as jackhammers, power tools and power lifts to support worksite needs and enhance team efficiency.

●Read and understood specifications, drawings and blueprints to complete accurate, high-quality work.

●Collaborated with other departments to complete large-scale multi day projects, promoting team-oriented atmosphere.

●Maintained clean, safe working environment by removing waste from job site prior to shift completion.

●Met company and OSHA safety guidelines for work site operations to minimize worker risk.

●Adhered to all safety protocols to minimize equipment damage and avoid injuries.

●Ghostwrite entries and other marketing material for company blog and website.

Automotive Disassembler, 2014 – 2015 / Al’s Lynwood Truck Parts, Lynnwood, WA

●Used hand and power tools to remove parts, operated forklift, hand truck engine hoists and cranes.

●Loaded outgoing shipping vehicles, carefully arranging ordered parts to avoid damage during shipment.

●Pulled components, inspected and delivered parts and supported field delivery processes.

●Learned and understood warehouse and salvage yard contents and component functions to facilitate quick parts identification, resulting in informed customer service.

●Inspected pulled parts for defects, damage or deterioration caused by long-term outside storage.

●Located, identified, pulled and delivered parts, components and assemblies in automotive salvage yard.

●Pulled customer-requested parts in warehouse and retail store and packaged for customers.

●Labeled each pulled part with proper part number, customer order number and destination.

Census Taker, 2014-2014 / Calm River LLC, Bothell, WA

●Take census related information and record it on associated documents.

●Conduct business in a timely and efficient manner and keep record of confidential and sensitive information.

●Operate within newly incorporated areas of King County WA and field questions regarding new boundary lines.

Master at Arms, 2006 – 2013 / United States Navy

●Investigated traffic accidents, complaints, and suspicious activity, and secured crime scenes, interrogated suspects and witnesses, and collected evidence to support allegations; provided expert testimony in court.

●Liaised between public and police department, strengthening relationships, communications, and trust between neighbors and police.

●Coordinated with local, federal, and interstate law enforcement agencies to apprehend suspects; Mirandized suspects upon apprehension.

●Institute processes to streamline training schedules and ensure officers attain qualifications in timely manner.

●Contributed to criminal court cases and hearings by providing testimony under oath.

●Delivered specialized training to enhance officer safety, public safety and community relations.

●Conducted routine patrols of assigned areas to prevent, reduce, and detect criminal activity, and responded to emergency situations requiring law enforcement intervention; monitored and enforced traffic laws and ordinances, and issued warnings and citations for traffic violations.

●Performed surveillance using a broad range of methodologies and technologies, including basic, static, mobile foot and vehicle, advanced surveillance, and personal security techniques.

●Processed incoming inmates and arrestees and compiled arrest packages, including arrest and booking documentation, fingerprints, mug shots and medical history.

●Served active warrants and subpoenas.

●Searched vehicles, buildings, homes and property for evidence and stolen property.

Yard Hand, 2004 – 2006 / Wirth Dump Trucks for Hire, Troutdale, OR

●Operated and maintained hydraulic dump lifts according to manufacturer specifications and safety rules.

●Inspected and tested machinery, equipment and component parts to identify defects, diagnose malfunctions and facilitate repairs.

●Diagnosed mechanical problems and determined solutions to correct concerns.

●Installed, fit, cleaned and repaired external and internal equipment on tanks, including valves, caps, hoses, pumps and gaskets and lubricant.

●Handled all delegated tasks, including yard movements and truck detailing/engine cleaning.

Skills

Project management Microsoft Suite Sales Techniques Staff development Marketing Issue and conflict resolution Workforce management Team management Training & Development Problem resolution Process implementation Team liaison Report writing Public speaking •Knife skills •Kitchen operations • Safe food handling • High volume catering

Education

2020 - Present

Everett Community College

English

2010-2012

University Of Maryland - University College

Journalism

2002 – 2006

Gresham Union High School

High School Diploma

Hobbies & Interests

Hunting Fishing Antique Axe Refurbishment Gardening Amateur Blacksmith Growing Roses Knife Making Photography Writing Rock Climbing

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