Customer Service Management Specialist

Jerry Passalacqua *** Flamingo Street, Philadelphia, PA 19128

Cell: 215-***-**** *********@***.***

Highlighted Expertise

Environmental, Health & Safety Management: Authoring of Safety & Training Policies and SOPs, Specialist in Hazard/Risk Management & Analysis, Root Cause Analysis, Senior Training Specialist, Hiring Process/On-boarding, Regulatory Compliance( OSHA, FEMA, NIOSH, NFPA, FMCSA, DOT)

• Training Specialist: Trained thousands in Law Enforcement, Security, Safety, OSHA Safety & HACCP Regulations, Driving (Smith System, Defensive Driving, PASS), HIPPA Records Compliance

• Manufacturing/Shipping/Warehouse: Quality Assurance Management, Compliance, Safety, Operations

• Conflict Resolution Specialist: Specialist in Emergency Management/ Major Incident Response, Employee Relations, Strong Customer Service Skills, Team/Department Building

• Law Enforcement/Security, Special Investigator: Expert in Patrol, Surveillance, Court Testimony, Workman's Comp Claims, Loss Prevention, Internal Investigations Experience

Philly’s Best Steak Company June 2021 to Present

EHS Manager Yeadon, PA

Responsibilities

• Ensure compliance with OSHA, NFPA, ANSI and HACCP standards, Risk Management standards for OSHA/NIOSH/ANSI/NFPA- reporting compliance with all accidents, injuries, Workman’s Compensation claims, collision reports; Administration of all training and education for 200 employees in the food manufacturing industry, maintaining all mandated training and certifications. Administration and maintenance of training program which consists of annual re- certifications, weekly safety meetings, monthly safety committee meetings, direct safety and security reports, hands on safety debriefings, CCTV, location and shop safety and security. Accomplishments

• Authored sixteen new SOP policies, including employee handbook.

• New policies led to renewal of business operating insurance coverage

• Instituted a formalized training, security program (bilingual); digital record keeping

• Organized and trained personnel to start the PBS Safety Committee

• Instituted infrastructure to pass official inspections (Fire Dept, OSHA, Costco)

• Assisted in on-boarding and hiring of new personnel-increased employee retention

• Developed and organized a Fleet Preventative Maintenance & Safety Policy

• Reduced workman’s comp claims, overall injuries and OSHA reportable injuries

• Management Team Building- Hired and promoted current employees from within

• Instituted weekly safety meetings and safety toolbox talks

• Instituted a remedial training program for all employees

• Obtained state funded grants valued at 100K for manufacturing and production industries Experience

Easton Coach Company August 2019 to June 2021

EHS Manager Cherry Hill, NJ

Responsibilities

• Ensure compliance with OSHA, FMCSA, NTSB, State DOT standards, Risk Management standards for OSHA/NIOSH/ANSI/NFPA- reporting compliance with all accidents, injuries, Workman’s Compensation claims, collision reports; Administration of all training and education for 300 employees (Smith System, PASS Instructor) in the transportation industry, maintaining all mandated training and certifications. Administration and maintenance of training program which consists of annual re-certifications, monthly safety meetings, direct safety and security reports, hands on safety debriefings, CCTV, location and shop safety and security. Accomplishments

• Reduced workman’s comp claims, overall injuries and OSHA reportable injuries

• Management Team Building- Hired and promoted current employees from within

• Received the highest performance evaluations-received performance-based bonus and raise

• Certifications in Smith System and PASS; Earned Instructor Certification

• Instituted a remedial training program for all drivers LSG Sky Chefs-Lufthansa Group August 2019 to March 2020 Safety & Security Manager Philadelphia, PA

Responsibilities

• Ensure compliance with OSHA & HACCP standards, Risk Management standards for Lufthansa Group, OSHA/NIOSH/ANSI- reporting compliance with all accidents, injuries, Workman’s Compensation claims, collision reports; Administration of all training and education for 500 plus employees in the transportation and catering industry, maintaining all mandated training and certifications. Administration and maintenance of training program which consists of annual re- certifications, monthly safety meetings, direct safety and security reports, hands-on safety debriefings, CCTV, random searches of employees, employee lockers and vehicles, Airport, site, mechanics shop safety and security.

Accomplishments

• Developed and organized a Fleet Preventative Maintenance & Safety Policy

• Reduced workman’s comp claims, overall injuries and OSHA reportable injuries

• Received Aviation Security Clearances and Training

• Received performance-based raise and bonus

• Organized and trained new managers in Airline, Airport and Aviation safety and security

• Received several exceptional audit awards (Internal and External Auditing) First Group America, First Student June 2017 to August 2019 EHS Manager, Hiring Manager Philadelphia, PA

Responsibilities

• Ensure compliance with OSHA standards, Risk Management standards for First Group America, OSHA/NIOSH/ANSI- reporting compliance with all accidents, injuries, Workman’s Compensation claims, collision reports; Administration of all training and education for 300 plus employees in the transportation industry, maintaining state mandated training and certifications, Administration of all hiring for school bus drivers, monitors, maintenance staff and recruiters; conducting background checks, interviews; maintenance of training program which consists of annual re-certifications, monthly safety meetings, direct safety reports, hands on safety debriefings, location and shop safety. Accomplishments

• Reduced workman’s comp claims, overall injuries and OSHA reportable injuries

• Management Team Building- Hired and promoted 16 employees from within

• Received the highest performance evaluations-received performance-based bonus and raise

• Certifications in Smith System and PASS; Earned Instructor Certification

• Instituted a remedial training program for all drivers

• Received performance-based raise and bonus

• Assisted in on-boarding and hiring of new personnel-increased employee retention and had a surplus of drivers to send to other locations in need of drivers

• Started the first centralized training program for the company City of Philadelphia, First Judicial District of Pennsylvania January 2015 to June 2017 Domestic Relations Officer-Legal Clerk Philadelphia, PA Responsibilities

• Investigating financials for defendants, creating wage attachment orders for the court, Preparing support modifications, docketing of court orders, scheduling of court conference cases, pre-screening clientele, editing/scanning of documents, updating and maintaining all records and confidentiality pertaining to both complainants and defendants for the court, customer service, phone center.

Accomplishments

• Received the highest performance evaluations

• Received performance-based raises

• Promoted to special projects

• Trained and certified Floor Captain in Fire Safety

• Trained and certified in child support enforcement Experience

IKEA Group-North America January 2015 to March 2016 Safety & Security/Risk Management Specialist Conshohocken, PA Responsibilities

• Ensure compliance with OSHA standards, IKEA Risk Management standards (Group Risk Manual, Safety/Security Operations Manual, US Safety Manual, Crisis Manual) via a regular series of comprehensive safety and security audits, follow-up investigations and reports; conduct education & training program for 225 Co-workers. Respond to accidents and provide basic first aid and CPR, OSHA/NIOSH/ANSI- reporting compliance with all accidents, injuries and lock-out/tag-out functions, securing facility/setting alarms, security call-centre. Accomplishments

• Received the highest performance evaluations

• Received performance-based raises and bonuses

• Promoted to Risk Management Specialist

• Reduced workman’s comp claims, overall injuries and OSHA reportable injuries

• Instituted infrastructure to pass official inspections (Fire Dept, OSHA, IKEA) City of Philadelphia, Police Department August 1993 to October 2013 Police Officer Philadelphia, PA

Responsibilities

• Extensive experience in all aspects of patrol, special investigations, surveillance techniques, search warrant preparation and execution, search techniques, police and security related report writing and expert court testimony. Certified in highway interdiction practices, illicit narcotics testing and identification, crime scene management, hazardous materials management, major incident response/management, SWAT entry techniques, emergency and non-emergency call center operations.

Accomplishments

Commendations and Awards: Valor, Bravery (2), Heroism, Merit (3), Letters of Commendation (3) Commendatory Letters (12), Top Cops Award, Officer of the Year, Community Human Relations and Rights Award, F.O.P. Award (4), Police Officer of the Month (5), First Caucasian recipient of the Philadelphia Black Police Clergy Award and the first co-recipient of the Federal Operation Cease Fire Award.

• Received the highest performance evaluations

• Over 11 thousand documented arrests

• 20 Year Veteran

• Qualified and certified as an expert in narcotics and court testimony

• Field Training Officer (FTO)

• Act 120 Certification: Commonwealth of PA- M.P.O.T.E.C. Education

Philadelphia Police Academy Philadelphia, Pennsylvania, USA Act 120 Certification, 1994

• Graduated 12

th

out of 121 police cadets

• Distinguished Shooting Badge

Community College of Philadelphia, 1992 Philadelphia, Pennsylvania, USA Associates Degree of Science: Criminal Justice

Associates Degree of Arts: Liberal Arts

• Degrees earned with academic honors; Deans List, National Deans List, overall GPA of 3.48.

• Accepted as a member of Phi Theta Kappa International Scholastic Honor Society. Tau Kappa Epsilon

• Selected to Beaver College Summer Honors Program (1992) due to superior academic performance. Roxborough High School, 1987 Philadelphia, Pennsylvania, USA

• Graduated with Honors; Honor Roll; Distinguished and Meritorious Honors Second Highest Athletic Honors (2)

Training/Certifications

OSHA: General Industry (30) & Construction Industry Safety (10) Earned Certificates/Certifications

NFPA/American Safety Council

Earned Certificate in NFPA 70E

PA Department of Labor & Industry

Earned Certificate for Workplace Safety Committee Training Earned Certificate-Drug Free Workplace/Employee Drug & Alcohol Awareness Earned Certificate-Electrical Safety

Forklift Train the Trainer

Earned Certification

Transportation Worker Identification Credential (TWIC) U.S. Government

American Red Cross-CPR/AED/First Aid

Earned Certification

Pennsylvania Department of Transportation Certified Safety Instructor Earned Certification

FEMA: Emergency Management Institute

Earned Certificate in National Incident Management System Office of Domestic Preparedness:

Earned Certificate: WMD Radiological/Nuclear Awareness New Mexico Tech

Earned Certificate: Incident Response to Terrorist Bombings Louisiana State University:

Earned Certificate: Prevention and Deterrence of Terrorist Acts Awareness CSX Transportation: Emergency Response to Railroad Incidents Earned Certificate in ERRI

Philadelphia Police: Major Incident Response Team (M.I.R.T) Earned Certificate in Containment and Decontamination Procedures U.S. Army: Fort Indian Town Gap: Top Gun Course

Earned Certificate

MAGLOCLEN/Tredyffrin Township Police Department

Earned Certificate in Highway Interdiction/Hidden Compartments U.S. Small Business Administration: Criminal Investigations Division Earned Certificate in Investigative Monitoring, Video and Tape-Recording Procedures

(UNITEL, NAGRA, CME)

Pennsylvania Child Support Enforcement Training Institute Earned Certificate

Department of the Treasury: IRS

Earned Certificate in Federal Secured Information Awareness Aviation Security Awareness Training

Earned Certificate

Data Protection-European Union

Earned Certificate

Food Safety Awareness for Leaders (HACCP)

Earned Certificate

Smith System and Passenger Assistance Safety and Sensitivity (CTAA) Certified Trainer in Smith System and PASS -CDL-B Holder Cybersecurity Training (CrafTech)

Earned Certificate

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