Customer Service Support Center

Professional Summary

** ***** ** **********, *******-driven with a substantial track record of achievements in client services, budgeting, strategic planning, health and safety, team building, business acumen, innovation, coaching and development process improvement. Ability to earn trust, confidence, and respect to build positive relationships with senior management, colleagues, and clients. 7 years OCONUS experience supporting Department of Defense (DoD) and Department of State (DoS).

Professional Skills & Education

SKILLS

Microsoft Office Suite, MAXIMO-Data Base, GMMS-Data Base, Internet Explorer, Adobe Acrobat 8 Professional, Nitro, SAP Business Management software, SharePoint, Labor Scheduling software, PeopleSoft, Project Management Software (Gannt Chart), Blueforce (Payroll System), Amazon software, Amazon Chime, Slack, Carrigo, Insight, Mpower, Oracle, Nitro Pro, ILMS (integrated Logistics Management System)

EDUCATION

Bachelor of Business Administration in Management – August 2005-Texas Southern University, Houston, Texas

OSHA 30 Hour Outreach Training for General Industry- November 2013-University of South Florida, Tampa, Florida

U.S Government Top Secret Clearance- 2022

International Facility Management Association (IFMA) – Facility Management Professional – In progress

Facility Manager – Espire Services, LLC (Contract)

Yaoundé, Cameroon / Colombo, Sri Lanka (US Embassy – Department of State) November 2022 - Current

Accomplishments:

Provide management and technical guidance to approximately 75 to 100 post trades staff and contracted staff to accomplish post-managed construction projects and recurring preventive and emergency maintenance and repairs.

Coordinate all post-executed alteration, repair, and replacement projects and may be required to prepare technical specifications and assist with developing design drawings for new projects.

Provide direction and technical guidance in the planning, funding, management, and direction of facilities engineering studies and reports.

Perform technical review of designs and proposals developed either at post, by OBO (Overseas Building Operations), or by other agencies, and conducts feasibility studies to determine the maintainability of the proposed design.

Ensure that all required project actions are understood and carried out in accordance with the decisions and directions of senior leadership, including following up on decisions and ensuring the completion of required actions in a timely manner.

Work closely with the key stakeholders in planning complex, high priority special projects involving Post Management and OBO (Overseas Building Operations)/FAC (Facilities) at average of 250,000 square feet.

Coordinate the involvement of architectural, civil/structural, mechanical, electrical, and specialty disciplines.

Provide support in project planning, review, and construction phases.

Enlist the support of other staff as necessary to accomplish project objectives within the established timeframes.

Ensure all project objectives are met and that resulting recommendations for action are sound and practical and include implantation plans. Follows up to ensure that approved recommendations are successfully implemented.

District Manager – ABM -Houston, Texas April 2020 – November 2022

Accomplishments:

•Achieved operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service

•standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change for various businesses (Chemical Plants, Office Buildings, Warehouses, Banks.

Ensured human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, and counseling approximately 8 employees managed staff performance, new hire, and exiting employee processes. (e.g., worker’s compensation claims).

Serviced approximately 40 customers to ensure services were met through service contract requirements.

Evaluated and service 15 daily inspections and 3 (SWOPS) Safe Work Observations effectively of approximately 40 buildings at approximately 500,000 square feet of facility work force.

Monitored department expenses/budgets at approximately $10 million to ensure operational goals meet business objectives.

Directed, coordinated, and oversaw site plans, job requirements, managed supply, chemical and equipment usage through 150 staff.

Prepared routine reports on a daily, weekly, monthly basis, request for proposals, conduct site assessments, assist with managing the profit and Loss statement for senior management to present to the Vice President of Operations

Accurately inputted chargeable rates and determines accurate calculations for department accountability.

Partnered with HR on recruiting, selections, training, communicating expectations, performance, and conducted terminations, and counseling for approximately 150 employees.

Assistant Site Service Manager – Pacific Architects and Engineers Incorporated (Contract)

(Baghdad Diplomatic Support Center) Baghdad, Iraq August 2018- November 2019

Accomplishments:

Developed approximately 8 project packages/schedules quarterly for work order submittals and site approval request for internal projects as well as Department of State (DOS) Projects as applicable.

Coached and develop approximately 10 senior supervisors and approximately 110 employees to continuously improve individual, team performance and capability within the Cabling, Custodial, Groundskeeping, Residential operations to include Housing and Housekeeping, IT and Vector departments.

Ensured HR objectives by recruiting, selecting, orienting, training, assigning, scheduling, and counseled approximately 110 employees; communicated job expectations, planning, monitoring, appraising/staff performance, and reviewing job contributions; ensuring policies and procedures are followed.

Evaluated/inspected effectiveness of approximately 1,500+ facilities work force including chargeable rates and determines accurate calculations for department accountability. Monitor seven department expenses/budgets at approximately 1.3 million to ensure operational goals meet business objectives.

Directed, coordinated, and oversaw work plans through 10 senior supervisors.

Prepared cost estimates and justification for procurement of materials for renovations and alterations of existing Baghdad Diplomatic Support Center (BDSC) facilities.

Prepared requests and justifications for submission of projects to Department of State.

Prepared and provided construction/ building inspection services for all Department of State Projects as well as technical support for internal projects, cost estimates and justification for procurement of materials for renovations and alterations of existing Baghdad Diplomatic Support Center (BDSC) facilities.

Acting-Assistant O&M Manager – Pacific Architects and Engineers Incorporated (Contract)

(U.S. Embassy) Baghdad, Iraq March 2018- August 2018

Accomplishments:

Assisted with overseeing general and specialized maintenance and repairs, as well small construction projects; manage a team of maintenance supervisors approximately 110 technicians and assistants, provided supervision, training, and development for assigned associates.

Ensured that Appliance, BAS, Carpentry, Electrical, Elevator, Facilities, Fire Systems, Gates & Barriers, HVAC, and Plumbing departments completed approximately 6,500 preventative maintenance inspections and 16,500 unscheduled work orders at 100%.

Ensured that 10 shop supervisors conducted inventory stock levels; ordered materials and supplies for equipment are available in adequate amounts; Vetted and approved material request.

Resolved performance and personnel problems with approximately 110 team members; Conducted weekly meetings with approximately 10 trade supervisors to discuss project schedules, issues, concerns and updates, Department of State Facility Managers concerns and each trade shop’s workflow.

Enhanced approximately 50 facility services, safety, and quality, while preventing cost overruns by evaluating building risks, through our Facility condition assessment program.

Facility Supervisor – Pacific Architects and Engineers Incorporated (Contract)

(U.S. Embassy) Baghdad, Iraq April 2017- August 2018

Accomplishments:

Inspected daily work performed by tradesmen to ensure statement of work and quality standards are up kept on various jobs; Ensured that operations and maintenance specifications and codes meet established industry standards.

Inspected and evaluated the physical condition of approximately 50 facilities annually and grounds to determine the type of work required to meet contract requirements.

Directed and oversaw the daily performance of the organization, planning, scheduling, and training processes to meet the requirements of the contract for approximately 5 maintenance personnel.

Assigned tasks, establish, and enforce standards of conduct and performance in the work environment.

Planned, organized, prioritized, and performed multiple tasks under austere conditions to perform job functions in an orderly manner.

Improved operations maintenance (O&M) over 500 unscheduled work orders per month, on time completion percentage from 35% to 100% in five months.

Improved operations maintenance (O&M) over 1,000 preventative maintenance work orders per month, on time completion percentage from 30% to 100% in five months.

Project / Operations Manager - G4S Secure Solutions

Houston, Texas March 2014--March 2016

Accomplishments:

Managed security procedures, goals, and objectives from information and directives received from approximately 37 clients and approximately 11,000 hours with a 100 % satisfaction rate.

Conducted approximately 10 hiring interviews weekly for placement recommendation for all promotions and all new and current employees to the site.

Evaluated employee performance indicators to ensure compliance to post orders, site coverage, security clearance and budgets valued 1.3 million at approximately annually.

Coordinated and maintained scheduling and payroll for approximately 350 security officers and 25 shift supervisors.

Audited approximately 37 weekly job production reports through labor scheduling to verify actual hours worked by officers.

Reduced over time from a portfolio averaging 15% of overtime to an average of 2% May 2014 to January 2015.

Developed and managed security procedures, goals, and objectives from information and directives received from approximately 30 clients and 6,100 hours of business.

Responsible for training and supervision all new employees within their assignment, implemented policies and procedures received from approximately 30 clients.

Coordinated; maintained scheduling and payroll for approximately 250 staff, 25 site supervisors and audit job production reports through labor scheduling to verify actual hours worked by officers.

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