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Facilities Supervisor Resume Example

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FACILITIES SUPERVISOR
Professional Summary

Experienced Facilties Supervisor who excels at streamlining operations to decrease costs and promote organizational efficiency.  Results-oriented professional specializing in increasing distribution efficiency and reducing costs seeking leadership position in Facilities Management.

Skills

Property Management

Customer Relationship Management

Vendor Relationship Management 

IT Procurement Experience
Work History
Facilities Supervisor, 04/2015 to Current
State Farm Insurance – Tempe, United States, Arizona
  • Managed a 2.08 -million square foot office space employing over 8000workers.
  • Supervised a team of 21 facility technical serviceand audio visual employees.
  • Reduced overtime by 13% by optimizing scheduled work plans, prioritizing department services andcontracting vended solutions for technical services.
  • Established and maintained 18 vendor partnerships including facility maintenance, IT solutions and audio visual expertise.
  • Led corporate initiatives such as Change Resource training and implementation focusing on managing company changes during current restructuring of the department.
  • Led Excellence in Operations Management efforts for current department optimizing work efficiencies by writing standard work processes and procedures which has led to 76 hours of reduced processing time.
  • Reduced average contract expenses by8% through aggressive negotiations with Audio Visual and ITvendors.
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
INITIAL LOSS REPORTING SUPERVISOR, 08/2013 to Current
State Farm Insurance – Tempe, United States, Arizona
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
BUSINESS ANALYST, 07/2013
State Farm Insurance – Bloomington, Illinois
  • Mapped current processes and offered recommendations for improvement.
  • Reviewed files, records and other documents to obtain information and respond to requests.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
PROCUREMENT SPECIALIST, 10/2010 to 05/2013
State Farm Insurance – Bloomington, Illinois
  • Renegotiated 9 IT service contracts saving over $3 million in avoided costs by streamlining services being requested and creating competitive environment for IT Install and Break/Fix maintenance vendors.
  • Streamlined business processes for data equipment services saving over $500 thousand by implementing standard operating practices.
  • Forecasted purchasing trends.
  • Oversaw daily operations of purchasing department.
  • Conferred with sales and purchasing to match customer preferences.
  • Generated weekly, monthly, quarterly and yearly reports on purchasing operations.
  • Performed monthly reconciliation of open purchasing orders.
States, 08/2008 to 10/2010
UNDERWRITER State Farm Insurance – Bloomington, Illinois
  • Reviewing new and renewal insurance applications for personal lines insurance agents.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
  • Negotiated new and renewal production goals with new and experienced agents.
  • Contributed ideas and offered constructive feedback at weekly sales and training meetings.
  • Calculated quotes and educated potential clients on insurance options.
CUSTOMER SERVICE SUPERVISOR, 04/2007 to 08/2008
State Farm Insurance – Bloomington, Illinois
  • Cross-trained and backed up other customer service supervisors.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Strong leader of customer support staff.
  • Managed work flow to exceed quality service goals by 15%.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
BANK COLLECTIONS SUPERVISOR, 06/2004 to 04/2007
State Farm Insurance – Bloomington, Illinois
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Collected, reviewed, processed, closed and administered customer loan accounts.
  • Initiated operations improvements to improve overall collections productivity.
  • Oversaw collections employees to ensure customer satisfaction goals were consistently met.
  • Managed collections call center from initial start-up to full operational status training and supervising managers and employees.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Analyzed call volume and average call time to monitor Collections Representative performance and productivity.
  • Managed high call volume with tact and professionalism.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Education
Master of Arts: Adult Education, 2008
University of Phoenix - Phoenix, AZ
Adult Education
Bachelor of Arts: Communications, 2003
Illinois State University - IL
Communications
Skills
Audio, business processes, business processes, call center, competitive, Contract Negotiations, contracts, Customer Relationship Management, CRM, resolving customer complaints, client, clients, customer satisfaction, customer service, customer service skills, customer support, customer support, facility maintenance, fast, instructor, instructing, insurance, managing, Math, meetings, office, negotiations, Operations Management, processes, Project management, Purchasing, quality, Reading, sales, sales and training, seminars, supervising
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Resume Overview

Companies Worked For:

  • State Farm Insurance
  • UNDERWRITER State Farm Insurance

School Attended

  • University of Phoenix
  • Illinois State University

Job Titles Held:

  • Facilities Supervisor
  • INITIAL LOSS REPORTING SUPERVISOR
  • BUSINESS ANALYST
  • PROCUREMENT SPECIALIST
  • States
  • CUSTOMER SERVICE SUPERVISOR
  • BANK COLLECTIONS SUPERVISOR

Degrees

  • Master of Arts : Adult Education , 2008
    Bachelor of Arts : Communications , 2003

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