Customer Care Fire Safety
Resume:
Paola M Bulloch
New York, NY 10016
Fire Safety Director/Security Officer/ Client Services - Customer Service / Central Station Monitor
“Never Give Safety A Day Off”
OBJECTIVE: Seeking a challenging opportunity in a progressive, cutting-edge company that values collaboration, recognizes and leverages the talent and contribution of each team member and is dedicated to achieving legendary customer care by adding value, seizing opportunities, remaining accessible and deploying the “best practices” in all areas of customer care.
QUALIFICATIONS: Professional and Licensed Security Services Delivery
Licensed Fire Safety Director, Fire Guard For Impairment F01, NY State Security Guard License, 8 /16 hr. course, Central Station Monitor F40, Emergency Action Plan Director course completion F59,FSD Course Completion F-58 and Fire-stop, OSHA 30/10 HR, First Aid/CPR / AED, HHA/DSP certified.
EXPERIENCE:
2013 – Present Mulligan Security New York, NY
Fire Safety Director [P/T]
Monitors the status and condition of fire safety and related systems in the building/facility, advises appropriate personnel/ vendors of any problems and ensures that the systems are functioning correctly.
Responds to fire alarms, plans and executes fire safety and emergency evacuations; as well as monitors CCTV and emergency equipment.
Assists with the implementation/deployment and tracking of work orders/plans to achieve fire prevention and suppression objectives.
2007- Present AHRC
Recreational Case Manager/Direct Support Professional [Part-time] New York, NY
Performs assigned patient care responsibilities under the direct supervision of a registered nurse and in accordance with NYS Healthcare Policies, Procedures and Guidelines, OSHA, HCFA, AAMI, federal, state and local regulations.
Responsibilities includes: the set-up, operation, cleansing and disinfecting of equipment in accordance with policy and procedures.
Prepares, administers, and records medications in accordance with policy.
Develops and delivers Recreational Activity
2002 – 2013 Universal Protection Service f/k/a T & M Protection Resources New York, NY
FSD/Fire Guard/Security [P/T]
Responded to fire alarms, plans and executed fire safety and emergency evacuation drills, conducted fire prevention and suppression programs and training, and monitored CCTV and emergency equipment
Patrolled and responded to calls for service and assistance.
Preserved peace, resolved disputes, investigated and documented incidents.
Identified and reported potential safety hazards, limiting corporate liability and proactively protecting the public.
2003- 2006 United Protective Alarm New York, NY
Central Alarm Station Console Monitor/Dispatcher [P/T]
1984-2011 First Corporate Sedans New York, NY
Call Center Client Services Manager/ Corporate Trainer
Managed the day-to-day quality and productivity of a 24 x 7, 365 days multi-function blended (inbound/outbound) call center operations unit, including achievement of all assigned service level metrics, training and staffing objectives.
Responsible for the hiring, training, up-training, performance monitoring of 9-11 customer care associates who respond to customer inquiries of varying levels of complexity (process and confirm new reservations, modify existing reservations; cancel reservations; provide pricing and travel information) and for the implementation of quality assurance indicators to ensure excellent service delivery.
Routinely managed and processed inbound and outbound call volumes of approximately 1100 -1300 reservations or service calls per day.
Served as the primary resource for identifying and resolving Customer Service issues. Handled all customer escalations, service complaints and employee issues.
Designed and conducted new employee orientation classes.
Developed, coordinated and conducted new product, service and soft and technical skills training classes. Conducts employee weekly One-On-One coaching and counseling sessions to ensure staff compliance with corporate guidelines.
Prepared and published individual performance reports to team members, Management and cross-functional partners, which includes employee performance appraisals, goal-setting exercises and development plans.
Developed and maintained Customer Care Process and Procedure handbook, and phone scripts/mail programs.
Monitored monthly response times to client satisfaction RFQ’s by capturing, storing and reporting on historical statistics (ACD, CTI, IVR and Call Tracking Software programs), manages client risk and modifies staffing and employee training requirements, accordingly.
Served as a liaison with internal departments to maximize operational and marketing opportunities.
1982-1991Sonitrol / ProComm Inc. Of Yonkers
Central Alarm Station Console Monitor/ Dispatcher [weekends-overnight shift]
Routinely managed and maintained end-users’ security systems; provided continual monitoring of audio-based intrusion, access control and fire systems, within a 24 hour central station facility.
Used VDT to monitor security systems in homes and businesses.
Notified customer and the appropriate agency of any failures or alarms.
Scheduled service calls which included performing standard troubleshooting and isolation tests.
Manually processed alarms and notified the manager of equipment errors or stoppage.
Worked closely with law enforcement agencies and customers to detect and prevent potential security problems.
Bernard Fineson Developmental Center Howard Beach, NY
NYS- Therapy Aide – Grade 9
Performed assigned patient care responsibilities, assisting with daily living skills, under the direct supervision of a registered nurse and in accordance with NYS Healthcare Policies, Procedures and Guidelines, OSHA, HCFA, AAMI, federal, state and local regulations.
Responsibilities included: the set-up, operation, cleansing and disinfecting of equipment in accordance with policy and procedures.
Prepared, administered, and recorded medications in accordance with policy.
Monitored equipment and patient status during shift; documented and communicated the status to the nurse.
Immediately reports any significant changes in patient condition to the nurse.
Maintained confidentiality of patient and clinic information.
Participated in emergency care as directed.
Maintained standards of cleanliness in assigned area.
Participated in team nursing and promoted team concept throughout all facility activities; assisted other staff in the performance of their duties in accordance with policies and as allowed by state regulations.
EDUCATION: Queens College Flushing, NY
Hagana Security School New York, NY
REMS Training @ Pace University New York, NY
Excel HHA School New York, NY
SKILLS: Proficient in all Windows applications: Excel, Access, Powerpoint, Aleph,IVR Medisked
LICENSES: FSD 58 License, NY State Security Guard License, 8 /16 hr course, Fire Guard - F01, F 91, F94 and FireGuard Monitor F40 Licenses, Fire Safety Directory Course Completion F-58/Z50, Emergency Action Plan Director course completion F-59, OSHA 30/ OSHA 10, First Aid/ CPR /AED/HHA certified.
REFERENCES: Personal, Business and Professional references will be furnished upon request.
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