Develop and implement multiple projects simultaneously. Collect and interpret data for special programs, translate results into clear diagrams, present findings to team leaders, and document improvement opportunities to meet desired project goals. Build project processes and establish timeline deliverables, create organizational charts, and construct master program plans.Perform onsite walkthroughs and demonstrate program procedures for operations teams.Develop and implement in-depth Standardized Operational Procedures (SOP’s) and programs for numerous portfolio special projects and daily operations.Manage project hurdles and establish quick resolutions to avoid data discrepancies and project delays.Create Monthly Operating Reports (MOR’s), detailing Service Level Agreements (SLA) and an overview of account financials and projects, sharing with the client and upper management.Manage security access for hundreds of ABM employee’s working in client space. Generate quality inspection reports and presenting pivoted findings to team leaders.

Worked directly with the client, serving as the account's single point of contact and authority regarding contract expectations for twenty locations throughout the nation.Created and presented Quarterly Business Reviews (QBR), which included performance data, financial reporting, site successes, projections, and new industry innovations.Provided a quarterly Scorecard that measured SLAs like Invoice Accuracy, Inspections, Trend Tracking, Work Order Performance, Periodic Work, and Management Relations.Improved service quality portfolio wide by tracking positive and negative trends across the account and generating corresponding programs and SOPs to implement across each site.Ensured the client's priorities and initiatives were managed across the portfolio by monitoring and supporting each site on a National level.Responded to all escalated issues and inquiries promptly to ensure SLAs are met.

Created detailed Key Performance Indicator (KPI) reports for the Pacific Northwest region using Excel, and presented to the client on a monthly basis. These reports included data graphs/ charts, and pivot tables on Service Level Agreement (SLA) scores, inspection results, customer complaints, escalated performance opportunities, periodic work, and security audits.Created a Master Standard Operating Procedures (SOP) document, which included specific details over many different subjects on how ABM should operate to be successful. Managed daily work orders and logged Locations, Purchase Orders, Assignees, NTE’s, SLA Dates, Work Descriptions, and Completions. Regularly communicated between the client and the operating team regarding challenges and solutions. Improved SLA work order scores from 76% to a consistent 100%, month after month, through developed coordinating for the operating teams. Tracked and documented periodic schedules for over 200 site locations and presented to the client.Managed over 750 access cards as the client’s Security Card Administrator for the Pacific Northwest Region, following strict security requirements for submitting and auditing site access for over 200 sites.

Managed worker’s compensation, auto, and general liability claims for all ABM employees in the Pacific Northwest. Handled 75 – 100 claims a month discussing claims in detail with clinical physicians and a third party insurance company, providing crucial information to all involved parties. Provided briefings and instructions for employees regarding company and state requirements.Adhered to ABM and OSHA standards regarding claim documentation and protocols.Assisted Operation’s Managers with creating modified duty positions for employee’s based on a physician’s assessments.

Catered to guests’ needs and adhered to the standard corporate procedures and policies. Stocked supplies, organized inventory, and took detailed orders to ensure customer satisfaction. Managed time between multiple simultaneous guest arrivals and experiences. Served as a lead for large parties and delegated tasks to the serving team.Ensured orders were executed accurately and timely.

Maintained fine dining etiquette, appearance, and demeanor.Catered weddings, banquets, and business meetings. Treated each club member with respect, professionalism and with a sense of importance.Built great rapport with club members by being personable and using costumer service.