Manager Customer Service

Julie W. Waller, MBA, MESH., COHC.

**** ******* *****

Concord, North Carolina 28027

*********@*****.***

336-***-**** (cell)

EDUCATION:

**** *.*. ************ ****** & Health

Columbia Southern University

(Summa Cum Laude 4.0 GPA)

2012 MBA Public Administration

Columbia Southern University

(Summa Cum Laude 3.92 GPA)

MILITARY SERVICE:

1981 – 1985 United States Navy, (Iceland/Spain)

CERTIFICATIONS:

Associate Risk Management (ARM) Certification in progress.

Authorized OSHA 501General Industry Outreach Trainer (10 and 30 Hour Safety Training)

Manager of Environmental Safety and Health Programs (MESH)

CAOHC Certified Occupational Hearing Conservationist (COHC)

PROFESSIONAL AFFILIATIONS:

North Carolina Statewide Safety Conference - Speaker

Substance Abuse Program Administrators Association (SAPAA) - Member/Conference Speaker

NC Association of Local Governmental Employee Safety Officials (NCALGESO) - Member/Conference Speaker

Council for Accreditation in Occupational Hearing Conservation (CAOHC) - Certified Occupational Hearing Conservationist

NC Public Risk Management Association - Board Member

NC League of Municipalities - Member

Public Risk Management Association (National PRIMA) - Member

Triangle J Council of Governments - Member

Safety & Health Council of NC - Member

EXPERIENCE:

2010 – Present City of Concord, NC

Safety, Health & Risk Manager/ADA Coordinator

Responsible for Occupational Health and Safety Program for a municipality with 1000 employees.

Ensures compliance with federal, state, OSHA, DOT, FMCSA, FTA, safety standards and regulations.

City Risk Manager, identifying and analyzing safety issues (both workers’ compensation and property & liability) and make recommendations to reduce costs and workers compensation injuries.

ADA Coordinator overseeing the City’s ADA program to ensure compliance with the Americans with Disabilities (ADA) Act, and other federal laws and regulations pertaining to persons with disabilities.

Substance Abuse Administrator overseeing the drug testing program for City employees involving, pre-employment, post-accident, DOT physicals, and random testing. Coordinate substance abuse program with the Substance Abuse Professional (SAP), Medical Review Office (MRO), and the City’s Third Party Administrator (TPA).

Workers’ Compensation Administrator, overseeing all on-the-job injuries, monitoring medical treatment with the City physician, Third Party Administrator (TPA), and Nurse Case Manager to ensure proper medical treatment, work restrictions, specialist referrals, and follow up medical appointments. In addition, review all accident investigations.

Review contracts and agreements between the City and others to identify potential exposures and ensure adequate insurance coverage.

Conduct Motor Vehicle Records Checks on all candidates and employees.

Manage Safety & Risk Management Budget.

Responsible for policy development for the City to ensure best practices and regulatory compliance.

Monitor DOT, FMCSA, and FTA compliance for vehicles and CDL drivers.

OSHA 501 trainer, conducting OSHA required annual training classes to City employees.

Conduct facility safety inspections, enforcing OSHA compliance and City safety policies.

Maintain all safety records to include, OSHA recordkeeping, drug testing Chain of Custody Forms, drug testing results, workers’ compensation files, and training documentation.

Train department safety teams and conduct safety meetings city-wide.

2007 – 2010 Town of Morrisville, NC

Safety & Risk Manager

Responsible for Occupational Health and Safety Program for a municipality with 150 employees.

Ensures compliance with federal, state, OSHA, DOT, FMCSA, FTA, safety standards and regulations.

Town Risk Manager, identifying and analyzing safety issues (both WC and PC liability) and making recommendations to reduce costs and workers compensation injuries.

Substance Abuse Administrator overseeing the drug testing program for Town employees involving, pre-employment, post-accident, DOT physicals, and random testing. Coordinate substance abuse program with the Substance Abuse Professional (SAP), Medical Review Office (MRO), and the Town’s Third Party Administrator (TPA).

Workers’ Compensation Administrator, overseeing all on-the-job injuries, monitoring medical treatment with the Town physician, Third Party Administrator (TPA), and Nurse Case Manager to ensure proper medical treatment, work restrictions, specialist referrals, and follow up medical appointments. In addition, review all accident investigations.

Court-Appointed Community Service Program Administrator.

Conduct Motor Vehicle Records Checks on all candidates and employees.

Manage Safety & Risk Management Budget.

Responsible for policy development for the Town to ensure best practices and regulatory compliance.

Monitor DOT, FMCSA, and FTA compliance for vehicles and CDL drivers.

OSHA 501 trainer, conducting OSHA required annual training classes to Town employees.

Conduct facility safety inspections, enforcing OSHA compliance and Town safety policies.

Maintain all safety records to include, OSHA recordkeeping, drug testing Chain of Custody Forms, drug testing results, workers’ compensation files, and training documentation.

Train department safety teams and conduct safety meetings town-wide.

2005 – 2007 Town of Chapel, Chapel Hill, NC

Occupational Health & Safety Officer

Responsible for Occupational Health and Safety Program for a municipality with 1000 employees.

Ensures compliance with federal, state, OSHA, DOT, FMCSA, FTA, safety standards and regulations.

Town Risk Manager, identifying and analyzing safety issues (both WC and PC liability) and making recommendations to reduce costs and workers compensation injuries.

Substance Abuse Administrator overseeing the drug testing program for Town employees involving, pre-employment, post-accident, DOT physicals, and random testing. Coordinate substance abuse program with the Substance Abuse Professional (SAP), Medical Review Office (MRO), and the Town’s Third Party Administrator (TPA).

Workers’ Compensation Administrator, overseeing all on-the-job injuries, monitoring medical treatment with the Town physician, Third Party Administrator (TPA), and Nurse Case Manager to ensure proper medical treatment, work restrictions, specialist referrals, and follow up medical appointments. In addition, review all accident investigations.

Responsible for policy development for the Town to ensure best practices and regulatory compliance.

Monitor DOT, FMCSA, and FTA compliance for the 2nd largest Transit system in NC, with 85 buses.

OSHA 501 trainer, conducting OSHA required annual training classes to Town employees.

Conduct facility safety inspections, enforcing OSHA compliance and Town safety policies.

Maintain all safety records to include, OSHA recordkeeping, drug testing Chain of Custody Forms, drug testing results, workers’ compensation files, and training documentation.

Train department safety teams and conduct safety meetings town-wide.

2004 – 2004 Beacon Communications Group, Inc., Graham, NC (Company Closed)

Human Resources/Safety Director

Responsible for hiring needs for a cable construction company with 100 employees.

Conduct interviews, background checks, orientation, schedule physicals and pre-employment drug screens for new employees.

Plan administrator for group insurance plans including medical, prescription, dental, vision, life insurance, and 401k accounts.

Risk Manager, identifying and analyzing safety issues (both WC and PC liability) and making recommendations to reduce costs and workers compensation injuries.

Substance Abuse Administrator for the employee drug testing program involving, pre-employment, post-accident, DOT physicals, and random testing. Coordinate substance abuse program with the Substance Abuse Professional (SAP), Medical Review Office (MRO), and the Third Party Administrator (TPA).

Workers’ Compensation Administrator, overseeing all on-the-job injuries, monitoring medical treatment with the company physician, Third Party Administrator (TPA), and Nurse Case Manager to ensure proper medical treatment, work restrictions, specialist referrals, and follow up medical appointments. In addition, reviewed all accident investigations.

Managed safety program to include supervising safety teams, facilitating monthly safety meetings, conducted safety inspections, and maintained OSHA Log and AIIR report, conducted accident investigations, handle Workers’ Compensation claims. Ensured compliance with federal, state, OSHA, DOT, FMCSA, FTA, safety standards and regulations.

Analyzed, evaluated, and revised pay rates and pay ranges for both salary and hourly employees.

Established and updated job descriptions for both salary and hourly employees.

Filed STD, LTD, and FMLA forms and maintain eligibility records.

Processed payroll for all departments.

Maintained and prepared weekly labor force and absenteeism reports, processed corrective actions, performance reviews, and employee commendations.

Filed weekly lay-offs with the ESC for unemployment benefits.

2003 – 2004 Unifi, Inc., Altamahaw, NC (Plant Closed)

Human Resources / Safety Manager

Responsible for fulfilling all hiring needs for an air jet texturing plant, with 170 employees.

Conducted interviews, background checks, orientation, schedule physicals and pre-employment drug screens for new employees.

Plan administrator for group insurance plans including medical, prescription, dental, vision, life insurance, and 401k accounts.

Risk Manager, identifying and analyzing safety issues (both WC and PC liability) and making recommendations to reduce costs and workers compensation injuries.

Substance Abuse Administrator for the employee drug testing program involving, pre-employment, post-accident, DOT physicals, and random testing. Coordinate substance abuse program with the Substance Abuse Professional (SAP), Medical Review Office (MRO), and the Third Party Administrator (TPA).

Workers’ Compensation Administrator, overseeing all on-the-job injuries, monitoring medical treatment with the company physician, Third Party Administrator (TPA), and Nurse Case Manager to ensure proper medical treatment, work restrictions, specialist referrals, and follow up medical appointments. In addition, reviewed all accident investigations.

Managed safety program to include supervising safety teams, facilitating monthly safety meetings, conducted safety inspections, and maintained OSHA Log and AIIR report, conducted accident investigations, handle Workers’ Compensation claims, and monitored the facility on-site security system. Ensured compliance with federal, state, OSHA, DOT, FMCSA, FTA, safety standards and regulations.

Analyze, evaluate, and revise pay rates and pay ranges for both salary and hourly employees.

Establish and update job descriptions for both salary and hourly employees.

Filed STD, LTD, and FMLA forms and maintain eligibility records.

Processed payroll for all departments.

Maintained and prepared weekly labor force and absenteeism reports, process corrective actions, performance reviews, and employee commendations.

Filed weekly lay-offs with the ESC for unemployment benefits.

Served as the ISO Coordinator, auditing quality procedures plant wide to insure compliance with ISO 2002 standards and certifications.

1996 – 2002 Glen Raven Inc., Glen Raven, NC (Corporate Layoff)

Corporate Safety, Security, and Environmental Assistant

• Schedule and conduct plant inspections and assist in developing plant-wide safety and environmental policies

and procedures. Provide safety and environmental information and assistance regarding OSHA requirements and corporate guidelines to 16 facilities with a total of 3,210 employees.

Risk Manager, identifying and analyzing safety issues (both WC and PC liability) and making recommendations to reduce costs and workers compensation injuries.

Substance Abuse Administrator for the employee drug testing program involving, pre-employment, post-accident, DOT physicals, and random testing. Coordinate substance abuse program with the Substance Abuse Professional (SAP), Medical Review Office (MRO), and the Third Party Administrator (TPA).

Workers’ Compensation Administrator, overseeing all on-the-job injuries, monitoring medical treatment with the company physician, Third Party Administrator (TPA), and Nurse Case Manager to ensure proper medical treatment, work restrictions, specialist referrals, and follow up medical appointments. In addition, reviewed all accident investigations.

Managed safety program to include supervising safety teams, facilitating monthly safety meetings, conducted safety inspections, and maintained OSHA Log and AIIR report, conducted accident investigations, handle Workers’ Compensation claims, and monitored the facility on-site security system. Ensured compliance with federal, state, OSHA, DOT, FMCSA, FTA, safety standards and regulations.

• Coordinate and implement monthly Glen Raven Security Patrol with the Alamance County Sheriff’s

Department.

• Maintain Corporate Office electronic security system and distribute security passes to employees with

authorized clearances. Issue weekly activity reports, and work with ADT to identify and resolve system and maintenance problems.

• Compile and distribute quarterly safety information and statistics, develop special reports as needed, and

schedule corporate safety conferences and special training classes for safety and environmental personnel.

• Assist the Corporate Safety Director with safety and environmental emergencies as needed.

Divisional Safety Manager

• Divisional Safety Manager for Five Glen Raven Plants, with a total of 1,042 employees.

• Assisted plants with specific safety needs, and conducted plant safety training sessions as necessary.

• Conducted annual safety audits to insure all plants are complying with company policies, OSHA guidelines,

Environmental requirements, and all state, and federal regulations.

• Reported to, and assisted the Divisional Safety Director with any safety emergencies, priorities, and special

projects.

Assistant Plant Manager / Human Resources / Production Manager / Safety Director

• Assistant Plant Manager for an air jet texturing plant, with 240 employees.

• Manage all Human Resources functions including hiring, overtime, transfers, promotions, disciplinary action,

and terminations.

• Advise supervisors of company policies, and procedures.

• Analyze, evaluate, and revise pay rates and pay ranges for both salary and hourly employees.

• Establish and update job descriptions for both salary and hourly employees.

• Production Manager responsible for managing 8 supervisors, and overseeing the Texturing Department, Jet

Maintenance, Lab, Quality Control, Winding, Packing, Shipping, Receiving, and Maintenance.

• Safety Director responsible for conducting safety training such as Lockout/Tagout, Electrical Safety, Forklift

Safety, Hazardous Communication, CPR/First Aid/AED, Accident Investigation, Environmental, Confined

Space, Bloodborne Pathogens, Respiratory Protection, Ergonomics, and additional training as necessary to abide by Glen Raven Policies, and comply with OSHA requirements.

• Responsible for monitoring, updating, enforcing the Kronos Plant security system to insure a safe working

Environment.

• Coordinate production requirements between the Planning Department, Winding Department, and shift

supervisors, for the following types of machines: Scraggs (both fine and heavy denier), Guidicis, Muratas,

and the ICBT. Monitor quality standards, ISO 9000 requirements, cost controls, and waste controls to insure effective production.

Manufacturing Supervisor

• Supervised 35 employees in the Winding Department.

• Responsible for screening, hiring, and terminating employees. Maintained employees records, including

hours worked, attendance, vacation days, and continuing education hours earned.

• Trained all new employees, including Operators, Packers, Service, and Technicians.

• Designed and implemented a Preventive Maintenance Plan for the Winding Department.

• Maintained inventory, including ordering necessary parts and supplies for Winding and Packing.

• Conducted safety training to comply with OSHA standards.

• Maintained Production, Quality, Waste, Backwinding, and Retubing reports for all three shifts.

• Chairman of the Housekeeping Safety Committee. Chairman of the Accident Investigation Committee.

• Project Supervisor designated to design, write, and implement plant wide procedures to improve

communications and information flow through the various departments.

• Company CPR/First Aid Instructor – responsible for training all Department Heads, Supervisors, and

Technicians to meet annual certification guidelines.

Customer Service Representative

• Supervised 5 full time employees, delegating duties and responsibilities as necessary.

• Responsible for Screening, hiring, and terminating employees. Maintained employees records, including

hours worked attendance, vacation days, and continuing education hours earned.

• Conducted all training for new employees, including data entry, pricing, delivery quotes, maintaining customer

accounts, tracking yarn dyelots, and monitoring shipping requirements to include export shipments.

• Collaborated with Systems staff to update computer software programs in order to provide quality service to

customers.

• Submitted weekly/monthly customer service and sales reports to Department Heads. Participated in sales

meetings, and accompanied Sales Manager on business trips.

• Licensed Notary Public.

1994 – 1995 Integon Insurance Company, Burlington, NC

Administrative Assistant / Claims Licensing Supervisor

• Administrative Assistant to the Director of Training and the Director of the Special Investigation Unit.

• Coordinated and scheduled all travel arrangements. Planned and organized meetings and conferences.

• Compiled Claims Department manuals and publications. Designed and implemented PC based software

reports. Maintained all Special Investigation files.

• Claims Licensing Supervisor for over 400 employees, analyzing statues, and complying with state licensing

requirements.

• Scheduled continuing education classes, and submitted course credits.

• Consistently worked with senior staff members.

• Handled insured/claimant telephone inquiries. Licensed NC Property and Casualty Adjuster.

1992 – 1994 Alamance - Burlington School System, Burlington, NC

Substitute Teacher (Part Time)

• Substitute teacher for Kindergarten through Twelfth grades.

• Subjects taught: Language Arts, History, Spanish, Math, Reading, Science, and Physical Education.

1988 – 1990 The Vanguard Group, Wayne, PA

Client Service Representative

• Provide shareholders with account information concerning specific transactions.

• Advised investors of fund objectives, availability, restrictions, and performance history.

• Expedited transfers, exchanges, and provided stock quotes and industrial averages.

• Handled IRA accounts, complying with IRA and tax regulations.

1981 – 1985 United States Navy, (Iceland/Spain)

Aviation Operations Manager / Director of Training and Development

• Supervised 30 employees.

• Managed and supervised aviation operations including airport terminal facilities, customer service, ramp

operations, and the parking, towing, and fueling of aircraft.

• Managed Human Resources/Personnel responsibilities, conducted training classes and incentive programs,

handled continuing education requirements, promotion and transfer requirements.

• Developed and implemented a new training program which increased productivity, and improved customer

relations. Conducted all safety training classes.

• Supervised the movement, spotting and securing of aircraft and equipment.

• Responsible for the launching and recovering of aircraft including aircraft handling, firefighting, salvage and

rescue operations.

• Performed crash rescue, firefighting, crash removal and damage control duties related to launching and recovery

of aircraft.

• Inspected airport facilities to ensure the safety and security of passengers.

• Managed flight schedules and facilitated flight crew operations.

• U. S. Customs Official.

Skilled in the following:

Word Excel Power Point Word Perfect AS400 System

Oracle Filemaker Pro Pagemaker Org Plus Insource

Barco Quality System Infinium ADT Security System @Venture ISO 9002

Kronos Security System Kronos Payroll System ADP Payroll System MUNIS HTE

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