Customer Care Manager

Carmen C Marsi

*** ********* ***, *********, ** *1756 C: 917-***-**** ******.*****@*****.***

Summary

Developed a unique skill set over the last 16 years in and around the construction trades. My projects throughout my career include, JFK Terminal#8 totaling 57,006 square feet, JFK Terminal#5 51,402 square feet, JFK Terminal#2 17,856 square. LGA Terminal C, 20,971 square feet. Newark Airport Terminals A&B was a total of 79,697 square feet and lastly Terminal C 125,019. All of these projects were either refurbished or gut rehabs including F&B, Retail and Duty Free as well as services for the flying public.

Skills

• Service planning and scheduling

• Employee supervision and task delegation

• Equipment installations and maintenance

• Supplier contracts management

• Operational efficiency and safety

• HVAC

• PCUs

• Commercial Kitchen Equipment

• Roofs

• Exhaust Fans

• Team building and leadership

• Vendor relationships

• Negotiation

• Scheduling and Time-Lines

• Report writing

Experience

09/2019 to 04/2020

Facility Manager Shake Shack Inc. (Worked from Home office) Clifton, NJ

• Inspected equipment, facility grounds, external building structure, and systems for my area,

(Washington DC, Philadelphia Market, All of Brooklyn, Northern NJ, Connecticut and Rhode Island. basis.

• Held oversight of equipment maintenance, repairs, and installations scheduling and work performed.

• Assessed all aspects of facility operations and employee activities to enforce and ensure adherence to workplace safety regulations.

• Scheduled maintenance for all equipment: HVAC, PCUs, Water Systems, Waste Oil, and Commercial cooking equipment to keep machines operating efficiently.

• Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.

• Mitigated project downtime by effectively managing, scheduling and dispatching technicians for on-site repairs.

07/2019 to 09/2019

Tennant Coordination- Above Ceiling Tie-ins KOLO Consultants "American Dream Mall" East Rutherford, NJ

• Performed site evaluations, customer surveys and team audits.

• Collaborated in development of domestic water and test procedures. Tie -in procedure with local utility (gas) Water column needed per installed equipment. Sprinkler pressure tests.

• Provided Time line for completion of 24 retail and 7 Food and Beverage locations. 03/2012 to 07/2019

Facility Director OTG Management Newark, NJ Facility Director at LaGuardia Airport (Terminal C Delta), JFK Airport (Termina# 2, 5 and 8). Newark Liberty Airport (Terminal C)

• Directed from 3 to 10-person team of maintenance professionals maintaining building systems and grounds.

• Oversaw inventory and equipment to address performance needs and cost controls.

• Set appropriate maintenance schedules to maintain smooth building operations.

• Recruited, trained and developed dynamic administrative team, supporting all corporate growth and productivity objectives.

• Scheduled preventive maintenance agreements for hood cleaning, commercial equipment, baking equipment, grills and fryers to keep equipment operating efficiently.

• Mitigated project downtime by effectively managing, scheduling and dispatching technicians for on-site repairs.

• Ordered commercial kitchen equipment and supplies after researching vendors and obtaining quotes.

• Worked with management team to improve workflows and eliminate unnecessary tasks.

• Prepared departmental budgets, analyzing of historical data, projected spending and actualized costs.

• Organized and maintained documents, files and records.

• Handled supply purchases and inventory management for office operations and equipment maintenance.

• Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.

• Mitigated regulatory risks by ensuring program requirements adhered to for EPA, Board of Health, Building Inspectors, Fire Marshal compliance standards. 09/2007 to 03/2012

General Manager Westfield Concession Management Newark, NJ

• Streamlined operational efficiencies by coordinating staff development and succession planning.

• Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategy.

• Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.

• Designed sales and service strategies to improve revenue and retention.

• Encouraged, trained and disciplined employees to maximize performance.

• Established clear performance goals and metrics for revenue, P&L, customer service and customer retention for each retail unit.

• Strategized long-term business needs while generating guest relations feedback for process improvements.

• Decreased costs by negotiating with vendors and suppliers for better prices.

• Consistently complied with company policies and government regulations.

• Maximized time and manpower by consolidating material planning, data collecting, payroll and accounting programs into one centralized system.

• Delivered exceptional client experiences with hands-on leadership of front line associates and area managers.

• Tracked weekly sales to develop senior leadership reports for business development planning.

• Diminished financial discrepancies, monitored quotes, production and material planning and bank reconciliations.

• Maintained Gross sales of over 90 million during construction.

• Redeveloped and converted 79,697 sq. ft. of "stale space" into revenue producing concession space.

09/2004 to 09/2007

Development Director/General Manager Westfield Concessions Management Jamaica, NY Managed on-site tenant construction for compliance to approved plans and contractor's timely completion of Retail and Food and Beverage spaces within a two million square feet American Airlines Terminal.

Reviewed and approved tenant’s design and construction documents per design criteria. Worked with, NYNJ Port Authority Permit department from proposal to pre-con meeting. Reviewed; timelines daily with contractors. Delivered this project on time and under budget to American Airlines. Education and Training

College courses taken at Rutgers, the State University of New Jersey Newark, NJ Hudson Catholic for Boys Jersey City, NJ

High School Diploma

Licensed Realtor State of New Jersey

Certificates issued for; OSHA, Fire Safety, Chemical Warnings,Air Bourne Contaminates,Food and Beverage, Safety Council Port Authority of NYNJ Customer Care Council Accomplishments

OSHA.

Fire Safety. Slip and fall.

Food and Beverage Safety. Chemical Warnings signs. Air Bourne Containments. Port Authority of NY/NJ Customer Care Council.

Certifications

Creative Problem Solving

NJ Real Estate Code of Ethics Approval # C20200061 Radon and Lead Paint Certificate Approval # C20161503 Fair Housing Approval # C20160469

Contact this candidate