Douglas M. RoyPage 11/15/2015
Skills:Customer Service ~
Management
PagePlus Cellular – CSR (Customer
Service Representative):
· Consistently had perfect
attendance with only three sick days in four years
· Was able to maintain good
humor in the face of both physical threats, offensive speech and high volumes
of calls
· Could identify with people
from all parts of the country having lived in Ohio, Alabama, Massachusetts,
Illinois and Georgia
· Specialized in helping
older people disenfranchised from the technical world with allegorical
allusions that they understood, or, if needed I could speak simply
· If necessary I never
shirked the responsibility of telling them the truth instead of a platitude
and kicking the can to another CSR
Management:
· Created a bi-weekly
newsletter with tips and tricks for the CSR’s on my team that gave them best
practices of other team members
· Always did a face to face
walk around to visit each team member as they started their shift to try and
personalize a very impersonal organization
· Designed and produced
motivational posters and shortcut pages for the cubicles that helped lower
call time while increasing accuracy
General Consulting
· Produced complete employee
handbooks and corresponding training for employees
· Created drug free workplace
plans including all implementation of testing protocol and training in both
English and Spanish (I do not speak Spanish)
· Negotiated for union
contracts and deployment of drug and alcohol testing on a nationwide basis
· Supervised investigations
and resolution of same for workplace harassment and violence with
corresponding enforcement of workplace rule changes
·
Participated
in client side OSHA investigations and successfully negotiated up to a 85%
reduction in fines
· Creation and implementation
of office procedure including hazardous material disposal and cleaning
protocol for a dental office
· Responsible for review of
current procedure for process management conservation in efficiency and
production of multiple businesses
· Implemented environmental
concerns in hiring practices for a high-tech programming business
· Creation and deployment of
logotypes for area companies
· Produced corporate minutes
for approximately 30 different companies in Ohio and incorporated over 10
businesses including all start up materials, documentation and new hire
procedure manuals
Related Skills ~ Public
Speaking - www.smoothvoice.tv
Professional actor including
voice over and on camera talent. Primary talent in hundreds of various
TV and radio commercials, over 30 plays and multiple industrial/instructional
videos.
Job
History
PagePlus Cellular – CSR/SupervisorJune
2010 – Present
CCSI/Drug Check Plus, Inc.,
Toledo Plus, Inc. July 1998 – June 2006
Business consultation, Corporate Minutes, OSHA Mediation
DMRNet - On Camera Acting and
Voice OverMay 1989 – Present
PTC Net, Inc./Project Time & Cost – District ManagerSeptember 1995
– May 1998
Fire and Water Construction Oversight and Contract Training
Douglas M. Roy PhotographyJune
1984 – Present
Education
Bachelor of Arts in Communication
Bowling Green State University
Additional Training ~ Certifications
OSHA Outreach Trainer in General
Industry & Construction
Certified Breath Alcohol
Technician and Master Trainer for the AlcoMonitor CC and the RBT IV
Certified Master Trainer for
Collection
Judge for National Forensic
League for student competitive speaking