Manager Customer Service

Sr. Project/Operations Management

Qualifications Profile

Concept-to-execution, results-driven, and performance-focused manager, with comprehensive experience in overseeing diverse facility operations; encompassing core business process, staff training and development, and project and administrative management. Armed with well-honed technical, communication, analytical, and problem-solving aptitudes. Equipped with proven capability to create and implement policies and procedures to drive efficient and productive operations.

Core Competencies

Strategic Master Planning and Scheduling

Microsoft Office Suite Proficient

Supply Chain Management

High-level Recruiting & Retention

Quality/Safety and Security Administration

Cross-functional Leadership and Collaboration

Strong Interpersonal Skills

Cost and Budget Procedures P&L

Professional Experience

EMCOR Facilities Services

PMO Project Manager (Remote) (Facilities Maintenance) 2019

Working Remote, traveling 30-40%, Overseeing facility services for the Midwest for large banking institutions, Church’s and Data Centers, Retail on over 25,000 locations.

Ensure high level of customer service and operational excellence by conceptualizing and evaluating all services and installations. Overseeing Safety, PPE and equipment with 0% recordable over my last 7 years.

Building key relationships with the client, vendors and contractors.

Working individually on projects while overseeing and collaborating onboarding, training and education for PMO team success

Developing RFP, scope, presentations, research, pricing, alternative options, supply chain & complete file & presentation closeout on construction projects up to 5 million and 20 million in total projects a year.

Construction services from HVAC, Electrical, IT, Plumbing, Remodel, roofing, parking lots and more

Providing leadership and training to Regional, Field, Tech and Site managers, along with training and mentoring to project coordinators for them to oversee their own projects in the near future.

Advanced Mobility/Kentucky Trailer- University Park, IL

Global Operations Manager (Service & Project Management) 2017–2018

Promoted a high level customer centric mindset, building confidence with our clients with prompt professional service, better education and listening to our clientele’s needs

Rebuilt the department through new procedures, IT, High level Recruiting, updating the service software to Salesforce lightning & bringing in new organizational concepts. On sales side, used Salesforce and HR used ADP & Kronos. Built a new Salesforce Lightning platform for Operations Service.

Regional and global fleet maintenance of MRI, CatScan mobile units (2000 units), Master planner/scheduler, manufacturing, order structure and coordination for over 250 sites per quarter.

Handled PIR (Product initiation review), Lean Six sigma and Safety practices and reducing TAC time from 10 day to 7 days. Realigned SOP’s and reduced injury, resulting in a 0% injury rate in my 14 months.

Transportation, ERP systems, Logistics, pricing & Supply chain management, for more than 500 clients

Contract improvements, by increasing PM & full service contracts from $140,000 to $455,000 with by a 98% retention in 2017.

IBEW Local #134 – Chicago, IL

Project Manager/Operations/Foreman 1998-2017

Expedited work and simultaneously managed several tasks within a fast-paced environment, which included supervising personnel, scheduling workflows,, addressing staffing demands, and assigning daily tasks to a team of up to 25 foreman electricians.

Handled all HR responsibilities for my department, that included, recruiting, Interviewing, hiring, subcontractors, onboarding, vacation, managing payroll for up to 75 employees, insurance, complaints, training, state/federal guidelines and exit reviews.

Handled a vast array of different Projects & Preventative Maintenance for Facilities maintenance, / IT, Food and Manufacturing plants quarterly Big Box stores, hospitals, industrial and more.

Handled Maintenance on several different Data centers, overseeing Parking access and anti terrorism, Electrical and facilities maintenance.

Dealt with all Project management in areas of PMO, Agile and Scrum for preventative maintenance, construction, IT, supply chain, pricing and service contracts. Worked with a team on a new (SAP) ERP system to change over from the current excels system. Increasing contracts by 40% in year one and an additional 12% in year two. Also handled payroll, recruiting and onboarding.

Formulate planning, schedule, and purchasing for more than 3000 service appointments annually.

Drove company improvement by increasing the preventative maintenance contract sales by 100% and profit margins by 28% in 2015 with 97% retention

Provided leadership to a cross-functional team, including resolving workplace and employee concerns.

Education

Master of Business Administration Master of Project Management, (In Progress: Expected Completion Date: 2022)

Keller School of Management – Addison, IL

Bachelor of Business Management, with Concentration in Business and Technical Management: 2012

DeVry University – Addison, IL

Professional Development

IBEW Local #134 NECA Technical School – Alsip, IL

Residential/Commercial Real Estate

50 hours of different safety training/OSHA 30-Hour Training

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