Manager Employee Relations
Resume:
VALERIE FORD
CHICAGO, IL. *****
***************@*****.***
SUMMARY:
Service/Operations Management in Building Operations/Customer service. Highly collaborative and adaptable, with an operations mindset, that would take on the opportunity to utilize/employ my 15 years’ experience in union and non-union environments. Demonstrating strong leadership and the competences to adopt new concepts with full responsibility. Develop and direct individuals and full staffs. Proficient in recruiting and training procedures for all personnel Extensive knowledge regarding customer retention within a Service operation. Able to integrate the essence of service with customer support.
Also experienced in housekeeping/environmental services, retail, merchandising programs and procedures.
WORK EXPERIENCE:
Onsite Production Manager for Recycling Operation
LeadPoint Business Service
September 2019 - Present
Supervise 70-line workers, 2 Assistant Managers and 2 Supervisors. As the Onsite Production Manager, I was assigned to Homewood Recycling location in East Hazel Crest, IL. In this Management position I implemented workforce management programs and had overall accountability for the performance of my team in the assigned facility. My responsibilities included program implementation, personnel management and facility operations. In this leadership role, I worked as a liaison between the facility and Leadpoint’s support personnel. I also perform additional functions like customer service and communication across the facility. Hiring and recruiting of production employees; HR administrative tasks; troubleshooting and resolution of performance issues; data tracking and reporting of individual KPIs; and safety program management. Being competent in leadership, communication, and problem solving. Were key in this Management role for Light manufacturing. Onsite Manager Supervision of Production and Line Workers Customer Service and Communications Hiring and Recruiting Administrative and Payroll functions Manages Data tracking and reporting Planning and Training Safety Program Manager - Microsoft Office, speak with employees, and other department managers and senior management. As Onsite manager I motivated employees to keep operations running smoothly. Using Problem-Solving Skills, I was able to quickly ascertain a situation and be decisive in solving it, such as identifying defects in the production line /Time Management: Met production deadlines, shipping dates and managed time accordingly. As Onsite manager I used my skill-sets that relate to a high stress production environment. Holds mechanical and process capabilities associated with large scale production equipment. Learning Orientation, demonstrated ability to adapt to a learning-based organization. Focused on Adoption,
Driver Business Manager (Contract)
Schneider Trucking Company
July 2017 - Present
Provide frontline leadership to a group of 35 drivers and 15 associates in a fast paced environment.
Link the business, drivers and customers with creative solutions that exceed customer expectations
Accountable for fielding calls from drivers and working one-on-one to solve problems
Make safety –conscious decisions
Provide on-going direction and leadership to driver and internal associates to ensure great customer service
Establish solid business relationships and maintain two-way communications with drivers and internal associates
Facilitate driver and internal non-exempt associates’ individual development, education and training through daily coaching and business partnerships
Performance appraisals and promotions to next level through the use of Performance Management Model
Lead, inspired, and guided a team to success in the improvement of the customer experience Informed Dispatch Analyst of assignments that need further review. (i.e., driver availability, equipment availability, or load availability)
Resolved tracking issues including incomplete shipments
Escalated driver conversations directly to the Fleet Manager or appropriate leader
Identified and communicates issues with other Schneider departments such as: Customer Service, Truck rail, Emergency Maintenance, or Remote viewing
Tracked down missing paperwork that delays load delivery and other basic load related situations in a timely manner (i.e., bill of lading)
Queries and runs daily reports
Established and maintains positive and professional working relationships with drivers and office associates
Operation Manager
Lakeshore Sports and Fitness Center
June 2015 – July 2017
Lead, inspire, and guide a team to success in the improvement of the customer experience. Also responsible to co-create, communicate and manage goals and operating expectations for the entire staff and facility in accordance with the company’s operating standards. Understand and identify business needs dynamically and work to meet them. Project business needs, budgets, and opportunities as needed.
Ensure smooth operations and a vibrant culture. Proactively seek community feedback and adapt offerings and service accordingly.
Make sure morale and policy compliance are met during hiring and interview process.
Build, develop and mentor my team to success, disciplinary action as needed. Ensure employees and teams embody company’s Core Values and Mission Statement.
Prioritize & manage the workflow of your teams to maximize output of business value including profit margin, staff engagement and community engagement and minimize effort.
Identify business needs, set staff expectations in coordination with Culture and Operations teams.
Ensure smooth and effective levels of transparency and communication upstream, downstream, laterally, across departments.
Lead meetings, set agendas as needed, and drive processes and communication channels.
Maintain operational excellence within or exceeding industry standards.
Ensure facility is clean, “safe”, and compliant with all local and state laws and regulations.
Proactively manage, develop, and implement budgets and spending controls in collaboration with senior management.
Maintain a close eye on scheduling, staffing needs, and payroll.
Interview, hire, train, schedule, motivate, direct, coach, and evaluate hourly facility staff, cultivating a community experience focused team that is committed to exceeding facility and company goals.
Manage the day-to-day operations of the facility.
Keep Executive Team abreast of all developments and milestones as well as weekly P&L
Collaborate with Lakeshore Senior Management on identifying and addressing needs. Develop and execute solutions and make specific recommendations to constantly improve.
Ensure facility is operating within the framework of business goals, Core Values and Mission Statement.
Set new standards and empowered my team to do the same.
Multi-task strategize a plan for the future..
SENIOR EVENT MANAGER
Club Demonstration Services Chicago, IL.
May 2004 – December 2015
Supervise daily operations of Costco Store Demo Department (Midwest Busiest Store)
Manage 58 Food Demonstrators 12 Product Demonstrators and 2 Assist Managers 4 Supervisors and a maintenance team of 6
Oversee Food Prep and maintain foods safely. Making sure Staff adheres to Policy and procedures.
Quality Control
Monitor and coach Staff
Provide daily, weekly and monthly reports to maintain budget
Extensive Cash reconciliation
Liaison between General Manager and corporate office
Handle all customer service issues
Inventory Management
Perform audits
Loss Prevention internal/external
A/R-A/P
Calculate and maintain payroll
Daily and monthly finance reports
Control P/L
Computer skills MS Office, Quick Book, ADP, Paychex, Variance, AS400
Scheduling and training of staff
Recruiting /hiring of staff
Terminations and unemployment investigations and hearings
Performance evaluations
Benefits
Documentation of all procedures and investigations
Employee relations
Safety training initiative
HR programs and projects.
HOSPITALITY MANAGER
Hospitality at Weiss Hospital Chicago, IL
January 1999 - January 2004 Avascend
Supervise, manage, daily operations for hospitality services
Oversee valet, wheelchair escorts, patient shuttle, information desk and concierge and maintenance.
1200 Car self-park and two 150 car flat lots
Created and implemented comprehensive needs assessment
Customer service issues and their resolution
Quality Control
Hiring and recruiting
Payroll and scheduling
Performance evaluations
Promoting from within
Event planning
Coordinate weekly meetings with executive officers
Responsible for providing and adhering to annual budgets and its reports
Utilize various PC programs
Daily, weekly and monthly financial reports
Manage parking garage operations
Supervise maintenance and cashiers
EDUCATIONAL EXPERIENCE:
National Louis University Chicago, IL
Kennedy King College Chicago, IL
Trainco Business School
Certified Parking Manager
Certified Records Manager
Certified Food Safety
References available upon request
Contact this candidate