Customer Service Manager

Craig A Mills

***** ****** ****, ********** **** 45895

Cell: 419-***-****

E-Mail: *****.****@*****.***

Objective:

To enter a career field with an organization that can utilize my experience and education in environmental health and safety to improve the company as well as challenge myself and build my abilities

To continue my education, enhance my profession and the company in the Environmental Science realm

Qualifications:

Twelve years management experience providing customer services to individuals, both management and consumers, in diversified areas of Industrial and health care systems.

Training in the customer relationship areas of Aramark/ServiceMaster Facilities Management systems, Sodexho programs and Crothall organizational programs. Understanding of the healthcare aspect of customer service based on HCFA, HIPPA, AOA and JCAHO in the health care environment.

Diversified experience in retail business environment and providing customer service in entertainment.

Experience:

Alloway Labs, Lima, Ohio 7/2011 – Present

Field Technician and Lab Analyst, responsibilities included field sampling of ground and water samples for testing at the lab, also performing analysis of NH3 (ammonia) levels of wastewater, also Total Suspended Solid(TSS) testing of samples in the lab.

Crothall Management Services, Lima, Ohio, 3/2008 – 8/ 2010

St. Rita’s Medical Center, Assistant Director of Environmental Services Department. Provide quality representation of Crothall management Services to all customers, both management and patient consumers. Increased patient satisfaction scores by 40% within the hospital the first year. Provided DJ entertainment for hospital functions and assisted with planning of various functions. Responsible for all day to day operations, also the operational budget and implementation of all Crothall procedural programs within the Medical Center. Lead and train 3 supervisors and monitor quality of 123 service team members. Assist Director with membership of committees in hospital, Infection Control Committee, Employee Retention Committee, Quality Assurance Committee. Assist other team members with training and skill development to move into management positions within Crothall environment.

Accomplishments: Part of the Crothall team to implement the start up & reestablish an Environmental Services Program. Implementation of HCAHP ‘s program in December 2008 resulting in a 20% increase in customer satisfaction in Press Ganey and 23% in national ranking . Increased HCAHP scores of 2009 -2010 up 50% from 2008, Press Ganey scores are currently in the 90% ranking.

Sodexho Health Care Services, Columbus, Ohio, 2/2007 – 3/2008

Assignments:

Select Specialty Hospital, General Manager Environmental Services. Responsible for scheduling, Inventory, material management, payroll, hiring, training, quality assurance, providing customer service, monitoring and revamping work patterns for efficiency.

Accomplishments: Reorganization of work patterns to establish efficiency and cost savings of 10% of staffing, consistency in human resources at this account for two outsourced departments, reorganized physical layout of the department to assure JACHO compliance.

Centaur Building Services, St. Louis, Missouri, 12/2005- 2/2007

National Start-Up Manager: Established and maintained relationships with community organizations and businesses to develop and maintain business for the company. Responsible for survey and inventory within all new accounts in preparation of new services. Hire staff, Management staff , in preparation of start up of service to customer including training supervisor for customer expectation. Service included office buildings, medical facilities, and manufacturing plants.

Accomplishments: Development of SOP manuals, MSDS standards manuals, and trained new Service partners on cleaning specs and all job related responsibilities.

Craig A Mills

12968 Hardin Pike, Wapakoneta Ohio 45895

Cell: 419-***-**** E-Mail: *****.**@*****.***

Robinson Services Inc., Flint, Michigan 7/2005-12/2005

Daimler Chrysler Indiana 1 and 2 Plant, Kokomo, Indiana 2005

Site Manager GSO department. Responsible for all operations of General Services of Transmission plants, all records and management of staff, training and union issues.

Aramark ServiceMaster Company, Downers Grove, Illinois, 2000-2005

Assignments:

Parkland Hospital, Farmington MO 2004 – 2005

Mt. Clemens General Hospital, Mt. Clemens, MI 2002 – 2004

SouthPointe Hospital, St. Louis, MO 2001 – 2002

Memorial Medical Center, Springfield, IL 2000 – 2001

Director of EVS and Linen Distribution. Responsible for 50 employees in areas of training, record maintenance and implementation of the Aramark ServiceMaster policy and procedures within the facility including human resource responsibly. Accomplished: Participated in Journey to Excellence program developing vision statement and values for hospital followed by implementation of the program. Hospital received a perfect score in AOA Certification Inspection. Reorganized shifts and personnel schedules to provide optimum use of staff and provide cost savings.

Operations Manager of Environmental Services. Responsible for 50 employees and all training, record maintenance and implementation of Aramark ServiceMaster procedures including all departmental issues in the Hospital involving the department. Accomplished: implementation of marble maintenance program, increased moral and productivity in first six months established by productivity reports, increased patient satisfaction scores for environmental services 1.2 points on 4 point scale, recertified in HAZ-MAT decontamination, union grievance processing and contract implementation.

Zone Coordinator, Established priorities and responsible for housekeeping staff in quality and work load distribution. Provided training of each service partners within my area of responsibility. Supervised 28 employees. Accomplished: 100% compliance in JCAHO survey, team development and training.

Education:

Rhodes State University Phoenix University

Working toward AAS in Environmental Health & Safety Online Program work in Business Administration

Degree Completion: May 2012

Rhodes State College Certification Programs

Safety Specialist Certification 6 Credit/ hour Program 2011

OSHA 40-Hour Safety Training Certificate 6 Credit/hour Program 2011

Emergency Responder Certification 6 Credit/hour Program 2011

Environmental Management Certification 6 Credit/hour program 2012

Certificates

Watershed Management Training, EPA 2012

Risen leadership training ST Rita’s Hospital 2009

OMI effective Leadership Training 2009

Crothall Finance & Quality Leadership 2008

Counter Balance Forklift Trainer 2006

VHA Nursing Leadership Training Series 2005

VHA Healthcare Management Symposium 2005

Aramark JCAHO Accreditation Process 2005

Aramark Safety Training for Trainers 2004

Aramark Human Resources Training 2004

Aramark 50-Minute Manager Series 2004

Aramark Management Academy 2000

First Responder Operations Training 2000

Interview Skills 2000

Speed Lube Management Training 2000

USAF Noncommissioned Officer Training 1986

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