Customer Service Energy Specialist

Location:

Huntley, IL

Salary:

negotiable

Posted:

November 21, 2022

Contact this candidate

Resume:

Organizational Administrator who is dedicated to team building, out of the box thinking, and structure building through Design Thinking and Customer Journey Mapping. Departmental strategic planning in building maintenance, custodial responsibilities, and facility management has been my focus. I enjoy building interdepartmental relationships to achieve organizational goals. I enjoy building teams that connect with the community in a heart-felt manner. That said, understanding the larger picture is a must and a driver of mine to avoid the reactive nature of business.

Noted for:

●Customer Service: Each organization has a customer base, whether internal or external, the creating of an understanding between each client is the foundation stone of success. Utilizing reaction surveys is crucial to gaining a real time response factor in obtaining satisfactory results for my clients. As well as a beginning understanding to desired outcomes. Creating the structure to accomplish the end goal is the most challenging part. The contract is the binding piece to start the relationship, whether that relationship is personal and pre-existing, or client engaged.

●Talent Management: Training staff and leading staff are imperative to a building effective operational team. Becoming comfortable with generational technological needs I believe in having options for all in need of training and wanting training to include online options, hands-on, one-on-ones, and giving presentations to upwards of 150 staff members. In the past I’ve explored Lunch-n-Learns and creating a library for custodial learning.

●Value Creation: Through interdepartmental teamwork, following the customer journey experience has led to better performance, and importantly it has allowed the organizations redirect energy from financial metrics to include performance metrics. This has led to improved moral as the customer journey allows for employee fulfillment beyond a paycheck.

●Safety Control: My team worked to create an environment that fostered open communication and honest feedback about safety concerns. Using OSHA’s safety triangle, the principles of Experience Modification, and ROE (Regional Office of Education) recommendations we focused on eliminating hazards in the workplace and in schools. Focusing on various experiential based communication methods to push the compliance results are gained do to increased ownership and community care.

Core Competencies

●Design Thinking

●Customer Service

●Facilities Management

●Contract Administration

●Sustainable Development

●Custodial & Maintenance Training

●Forecasting & Analytical Decision Making

●Infection Prevention Organizational Transformation

●Strategic Business Planning/Execution & Budget/Resource Optimization

Administrational Advancement

Completed Harper College Leadership Gold 26-week Program with John Maxwell’s Leadership Gold course work and dedicated coach.

Completed Dale Carnegie 16-week course, 8-week step one and a year later 8-week step two in leadership communication.

Contributing member with the Institute of Inspection, Cleaning, and Restoration. We are working on the S400 standard for Commercially Built Environment Cleaning Standard.

Previously held a position of Co-Chair of NCIFP (North Central Illinois Facility Professionals), a subset of the Association of School Business Officials. A group of facility professionals dedicated to the advancement of facility management in the education sector.

Published articles pertaining to management in both the ASBO Update magazine and The Journal of School Business Officials.

Also, I have been quoted in Cleaning Management Magazine.

Career Achievement through Growth

HandPrint Content Inc. Writing service partner 2021 to Present

Owner

Ghost Writing, Training Manual Creation, Social Media Posts, Manuscript Auditing/Reviewing, Proposal Writing and Reviewing, and Content Creation.

Really if you have a business and need some publicity and credibility, HandPrint Content can be of service. We believe in a servant partnership approach and enjoy challenging marketing ideas. Being a part of the solution is a tremendous feeling.

Areas where we excel:

- LinkedIn posts to develop a following and credibility

- Magazine articles to establish a professional unsolicited presence in YOUR field.

- Proposal Reviewing to ensure readability is easy to understand.

- Script writing for all industries is available.

- Ghost writing to increase professional stature

- Ads and Flyers for events

- Content strategies development

- Business Coaching and 1-on-1 business coaching.

YOUR message means something, but it means nothing if people don't get it.

Areas where HandPrint excels:

-LinkedIn posts to develop a following and credibility

-Manuscript writing and reviewing

-Corporate manual creation

-Magazine articles to establish a professional unsolicited presence in YOUR field.

-Proposal Reviewing to ensure readability is easy to understand. - Script writing for all industries is available.

-Ghost writing to increase professional stature

-Ads and Flyers for events

-Content strategies development

-Business Coaching and 1-on-1 business coaching.

YOUR message means something, but it means nothing if people don't get it. Working with HandPrint Content gets YOUR message to YOUR following. HandPrint Content builds YOUR business with YOU.

GSF-USA, Commercial Contract Cleaning Company 2021-2022

Area Manager, Des Plaines, Illinois

Company Area Manager and team member for commercial cleaning contracts. Currently the Area Manager for the Mundelein Area, totaling 45 staff members. Prior to that I was the contract lead for the startup for the Rockford School District RPS#205 custodial contract, totaling 200 staff members.

Consistently in my approach I use the 3P’s (People, Planet, Profit) in efficiency/sustainability projects and contract development. I find organizational excellence opportunities to support Client goals, some strengths include:

●Created a route plan system that was easily readable and allowed for conversations of improvements because it was performance based not square foot based. It also allowed for changes and site additions and client concerns to be documented to reduce incidences of turnover problems.

●Learned and implemented a more focused customer experience approach aiding in faster in-field decisions by team members. This approach uses the current company core values as the guiding thought before you decide to complete a request, or task.

●Actively involved in recruiting strategies that included job fairs, incentives, referrals, paid referrals, Indeed scouting, and partnering with local colleges with placing ads on job boards.

●Designed operational manual for leadership level candidates to assist in elevating entry level leaders to higher positions. Manual reviewed scouting business, P/L awareness, HR concerns, common conflict resolution tactics.

●Active account management making difficult decisions on adding staff or working with the team to accomplish current tasks under difficult time constraints to maintain service levels within a tight budget.

●Performed larger group trainings and solo trainings as needed on multiple situations and equipment. Be knowledgeable on all aspects of the job from frontline to management was an important aspect to be able to pass along to all employees. Sometimes these trainings consisted of formal presentations to leaders, to large setting of 50 or more employees, to one-on-ones.

●Worked on integrating several robotic cleaning machines, from The Whiz to Tennant AMR. This was a team effort to also work with team members to understand the ease of use and programming.

Previous Work Experience

School District U-46, 2nd largest school district in Illinois 2014-2021

Custodial Coordinator, Elgin Illinois

Within this role I oversaw 1/3 of the Districts buildings and focused on the custodial management and partnering with the maintenance teams and contractors to ensure our buildings were presentable and safe for students to use every day. This position allowed me the privilege of managing 30 in-house custodians and managed the our-sourced contracting cleaning of the entire district, 60 buildings.

Included was working with capital projects teams to secure parallel work get accomplished on schedule and does not hinder the next project step. This was accomplished through tight communication of the 10%, 25%, 50%, 75%, and substantial completion to occupancy.

Developed an infection control follow through procedure that augmented the district policy to reduce building closings to zero and maintained that recorded for 3 years prior to COVID. This took several departments to work together and coordinate efforts. In doing so we all parties became more trusting that the other was completing their work in regard to student safety.

Was the leader for the district facilities recycling program and managed the refuse contract from RFP to implementation into the district. This worked in tandem with the school’s individual programs at the buildings.

Was the leading member of Plant Operation in designing the current RFP for the custodial outsourced contract. Within this contract we managed to increase cleaning technology and efficiencies with our in-house teams and the outsourced company. Part of this contract was a built in quality inspection program.

Rockford RPS-205 School District, 3rd largest district in Illinois 2009-2014

District Lead Plumber, Rockford, Illinois

Licensed plumber in a crew of four who planned and maintained 48 buildings. Daily duties include drain maintenance, softeners upkeep, water heater installation, as well as maintaining all bathrooms and kitchens mechanically.

Kroeschell Engineering Inc. 2007-2009

Plumbing Foreman, Chicago, Illinois.

Led a maintenance and retrofitting crew of 20, including upgrading/retrofitting commercial facilities. I also monitored the budget and maintain customer relations and assisted by quoting material costs, creating prints and as-built drawings, estimating hours, & negotiating pricing.

Advanced Mechanical Systems Inc. 2000-2007 Journeyman Plumber, Schaumburg, Illinois

From Apprentice to Journeyman plumber for a plumbing & pipefitting shop that was involved in piping in all commercial style buildings. Hands-on with the tools and turning wrenches I consistently dealt with print reading, estimating, and large building designs and layouts for installation crews.

Stolt Comex Seaway (previously American Oilfield Divers) 1998-2000

Tender/Diver, New Iberia, Louisiana

Tender/Diver for an offshore diving & pipe-laying company. Completed daily surface diver and tender duties during saturation operations and sun-up to sun-down one atmosphere suit operations, as well as maintaining decompression chambers and hydraulic tools.

27th Engineer Battalion, U.S. Army 1995-1998

Combat Engineer, Fort Bragg, North Carolina

Maintained a jump ready situation in a Rough Terrain Combat Airborne Unit. Performed Daily preventative maintenance on weapon systems & military vehicles. Instructed others on correct handling of weapon systems and maintained multiple certifications on various weapons.

Education

M.B.A in Business Management, in Entrepreneurship, University of Arizona

B.A. in Business Management, Ashford University

A.A.S., Construction Supervision, Washtenaw Community College

Certified Building Operator, MEEA

Certified Plant Maintenance Manager (CPMM), IFMA

Facilities Management Designation, IASBO

Interest Based Bargaining Techniques, CAC

Illinois State Plumbing License, Local 501 Apprenticeship Program, IDPH

Divers Institute of Technology, studied offshore operations

Willing to Relocate or Travel

References