Customer Service Management

Clifton Gray Little

*** ********* **** • Matthews, NC 28104 • 704-***-****(Home) • 336-***-****(Cell) • *******@*****.**.*** (email address)

Objective

To obtain a position where I can maximize my management skills, interpersonal effectiveness, process development and business acumen in a progressive environment.

Education

Pfeiffer University

Masters, Healthcare Administration, Enrolled January 2012

High Point University

Bachelors of Art, Political Science, May 2002

Bachelors of Art, Criminal Justice, May 2002

University’s Student Justices, 1997-2000

Phi Theta Kappa Alumni Association

Political Science honor society, Phi Sigma Alpha

Forsyth Technical Community College

Associate in Applied Science, Business Computer Programming, May 1993

Certificate of Completion, Business Computer Programming / COBOL Programming, May 1993

Junior Marshall at Forsyth Technical Community College, 1992

International Scholastic Organization, Phi Theta Kappa

Service Club, Data Processing Management Association

Experience

Novant Health- Presbyterian Hospital Matthews • 1500 Matthews Township Parkway • Matthews NC 28105

Public Safety Manager • May 2008 to May 2012

• Co-Lead Safety awareness program

• Emergency Management representative for the facility to the Democratic National Convention

• Reporting member of the Regulatory Oversight Committee and New Construction Committee

• Co-Lead Support Service rounding focusing on Regulatory standards and Safety

• Chair Interdisciplinary Emergency Management Committee and contact for pharmaceutical waste project

• Effectively work with Departmental Managers on Life Safety and Environment of Care standards

• Perform extensive investigations in criminal, civil, and policy violations

• Improve processes based on feedback from staff and customers

• Manage activities in compliance with organizational policies and procedures

• Provide support in Safety and Emergency Management to several offsite facilities

• Ensure policies and practices that allow positive fiscal accountability and cost effectiveness

• Manage the technical aspects of the department

• Ensure completion of all required corporate and departmental training programs

• Monitor and identify opportunities to enhance productivity and efficiency

• Designed security surveillance system for the 53 acre campus and 475,000 square foot building

Novant Health- Forsyth Medical Center • 3333 Silas Creek Parkway • Winston-Salem NC 27103

Public Safety Loss Prevention and Training Manager • August 2000 to May 2008

• Led extensive investigations in narcotic diversions, theft, and work place violence

• Conducted investigative interviews

• Created programs to reduce theft and increase customer service

• Law Enforcement liaison with the hospital and departments

• Ensured completion of all required corporate and departmental training programs

• Investigated and generated reports for larcenies, vehicle accidents, and employee’s misconduct

• Handled disturbances in the enforcement of hospital policy and criminal code

• Assisted medical staff in many functions that involved individuals in crisis situations

• Developed hiring process in evaluating candidates and orientation packet for new employees

C Gray Little, cont.

545 Butternut Lane • Matthews, NC 28104 • 704-***-****(Home) • 336-***-****(Cell)

Jacobs Group- Hanes Mall • 3320 Silas Creek Parkway • Suite 264 • Winston-Salem NC 27103

Assistant Director of Security • July 1993 to July 2000

• Managed associates in daily functions

• Developed training program for new employees on mall policy and regulations

• Interviewed and conducted extensive background checks on potential employees

• Approved payroll for associates.

• Managed daily affairs of the department

• Communicated regularly with management on performance and activities of the security department

Achievements

• Leadership Union 2012

• Most engaged staff recognition 2011

• Matthews Citizen Police Academy, May 2010

• FEMA Healthcare Leadership through the Center for Domestic Preparedness, 2009

• Southeastern Safety/Security Healthcare Council, 2009

• International Association for Healthcare Security and Safety supervisory certification, 2008

• Secretary to American Society for Industrial Security NC Piedmont Chapter, 2008

• Executive Protection Program and Secure Workplace: Managing Aggressive Behavior through Risk Management Associates, 2007

• Senior Advisor for Public Safety Explorer Post 780, 2007

• WMD: Incident Management / Unified Command through the Texas Engineering Extension Service, Texas A&M University, 2006

• OPSEC for Public Safety Awareness through Winston Salem/Forsyth County Emergency Management, 2006

• Incident Response to Terrorist Bombings: Performance Level Training Course through New Mexico Tech, 2006

• International Association for Healthcare Security and Safety Lindberg Bell Award, 2006

• Managers Roadmap courses, 2006

• Enhanced Threat and Risk Assessment through The National Emergency Response and Rescue Training Center, 2005

• National Association of Drug Diversion Investigators, 2005

• Research presentation at the North Carolina Political Science Association meeting, 2002

• High Point University Dean’s List Award, 1997-01

• Eagle Scout Rank, 1986

Certifications

• Nonviolent Crisis Intervention (CPI)

• BLS for Healthcare Providers (CPR and AED)

• NIMS IS100, IS200, and IS700

Contact this candidate