Customer Service Project Manager

OMAR HENRIQUEZ

P.O. Box *****• Lancaster, PA ****1 • 717-***-****

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

PROFILE

Conscientious, personable & energetic individual with 16 years of experience that encompasses Project & Document Management, Analysis, Marketing & Public Relations. Extensive knowledge and experience coordinating, planning, managing and supporting team members and management with daily operational and administrative functions.

PROFESSIONAL EXPERIENCE

MANAGEMENT (SEVEN YEARS)

CAMERA SYSTEM OPERATORS Lancaster Community Safety Coalition – Lancaster, PA

• Operate video equipment with proficiency, while surveillance multiple video monitors while responding to radio/scanner communications and relaying timely and accurate information via telephone to emergency personnel.

DOCK FORMAN / LINEHAUL DISPATCH SUPERVISOR Yellow Transportation – Lancaster, PA

• Directly supervised 20 to 30 dockworkers in addition to 10 to 20 drivers daily. Coordinated day to day operation of freight. Preformed planning of all activities with-in the dock and terminal to insure timely damage-free loading/unloading of freight. Provided dockworkers and drivers with training as well as performance feedback including disciplinary action whenever necessary. Preformed hiring, lay off, and recalling of employees.

SHIPPING LEAD / ASSISTANT OPERATOR / HOIST OPERATOR RR Donnelly – Lancaster, PA

• Directly managed a staff of 10 to 15 team members as well as operate production line to maximize productivity. Managed central warehouse operations, including traffic management and distribution of loading/unloading of freight. Assisted with machine operation and freight distribution, resulting in $175,000 to $850,000 annually revenue. Operated all company vehicles (i.e. spotting tractor, hoist trucks, fork lift, roll grabber and attachments).

PROJECT MANAGER /ASSISTANT OFFICE MANAGER Kinko’s Inc. – New York, NY

• Directly oversaw a team of 15 and managed corporate accounts, walk-in, and document creation raging from $500 to $55k daily. Planned monthly schedule in addition to prepared daily credit card/bank reconciliations reports.

SALES (NINE YEARS)

NOTARY / SIGNING AGENT Independent Contractor – Lancaster, PA

• Certified by the Common Wealth of Pennsylvania as a notary signing agent. Responsibilities include but no limited to partnering with mortgage companies to insure timely closings occur, making introductory calls to buyers, buyer's agent, listing agent, lenders, title companies and attorneys, screen, complete, and present deeds to seller for signature, coordinate all aspects of closing with various lenders, receive lender docs and prepare signing packages, prepare HUD packages and present to buyers and attorneys, ship final signing package and confirm closing took place, serve as point of contact for resolution of post-closing problems as needed.

MERCHANT Watch World International – New York, NY

• Directly administered work load to a team of 5 along with assisting the team in all aspects of the business segment in order to drive sales results that meet or exceed the planned financial and qualitative goals.

CUSTOMER SERVICE (FIVE YEARS)

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE ADT Security – Lancaster, PA

• Oversaw a wide variety of administrative functions, while supporting various departments. Designed, coordinated, and maintained vital competitive analysis process to facilitate implementation of aggressive company marketing strategy. Reduced company discontinuance by $47,000 in 2004 by negotiating contracts and identifying cost-effective ways for customer to keep security systems.

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE The Jay Group – Lancaster, PA

• Worked with 36 reps responding & troubleshooting to external telephone inquiries in addition to e-mail research in conjunction with billing and managing 15 accounts with net revenue of $3.5 million.

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE Fulton Financial Corporation – Lancaster, PA

• Respond & troubleshooted internal / external telephone research & inquiries for all FFC affiliates, customers and clients along with recruiting, interviewing & preparing quotes for installment loans, commercial loans and construction loans.

HUMAN SERVICES (NINE YEARS)

FAMILY FACILITATOR Crispus Attucks Association – Lancaster, PA

• Implement the support plan provide by the CA for child and family improvement, social and home conduct.

• Assist parents with following through the stipulated plan and report all finding.

CONSTRUCTION TRAINER Crispus Attucks Association – York, PA

• Manage 80 to 130 youth in the Youthbuild program along with training students the skills necessary to construct a house or apartment building while providing supportive guidance, encouragement and developing trainee’s leadership skills.

INTERPRETER It Takes a Village Inc. – Lancaster, PA

• Translate spoken passages from one language into another, provide consecutive or simultaneous translation between languages (Spanish and English), and translate documents and other material from Spanish to English and vice versa.

PROFESSIONAL YOUTH WORKER Boys and Girls Club – Lancaster, PA

• Counseled youth and families towards goal achievement formally and informally.

• Implemented family / parent educations and counseling sessions.

HOUSE MANAGER Nuestra Clinica Residencial – Lancaster, PA

• Perform a variety of key functions: Addressing security concerns, maintaining client information and collaborating with other organizations to insure the client receives every assistant possible to insure there recover, oversee 20 - 22 individual clients as well as observing any physical, emotional and behavior changes and administering the proper course of action along with conducting client intake in addition to discharges when ever needed.

INTERMEDIATE STAFF Manos House – Lancaster, PA

• Oversaw 34 clients observing any physical, emotional and behavior changes and administering the proper course of action along with conducting client intake in addition to discharges when ever needed. Addressed security concerns with Staff and Department Heads in addition to maintaining client charts to insure the clients received every assistant possible to maximize recovery.

SEXUAL ADVOCATE YWCA – Lancaster, PA

• Conduct one-on-one counseling sessions with victims of sexual abuse.

• Assists and advises residents and families of services which are available and which may be necessary to main a self-reliant lifestyle.

EDUCATION

Lincoln University

Master of Human Service – Degree in progress

Thaddeus Stevens College of Technology

Pre-Apprenticeship Construction & Construction Management Training - Certification

HILTI Qualified Operator – DX E37 / DX E72, DX 460, DX A40 / DX A41- Certification

OSHA Construction 10-hour Safety certified. - Certification

Lancaster County Career & Technology Center (Brownstown campus)

Architectural Technology – Certification

Lancaster Empowerment Project

Management- Certification

YWCA

Certified Sexual Advocate – Certification

ACTIVITIES

County of Lancaster Election Board / Registration Commission

Judge of Election

District Attorney’s Office of Lancaster City

Youth Aid Panel

Finerock & Stumpf Golden Gloves Center

Event Coordinator / Board Member

Puerto Rican Committee of Lancaster

Event Coordinator / Volunteer

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