BERNARD RICHARDS

• Work all reported case types such as Email Deliverability, Spam Email, Port Scanning, DoS etc
• Take action on abusive/non-responsive customers (applying throttles when applicable)
• Verify proper classification of incoming abuse reports and investigations requests
• Execute messaging to customers on best practices
• Facilitates escalations to other Abuse and SES stakeholders and escalates cases judiciously to either senior team members and/or to service teams, while continuing to monitor those escalations to resolution
• Monitor queues for trends
• Provides leadership and stakeholders with feedback on policies, procedures and tools that need improvement or creation
• Calls out incidents and trends to senior team members and/or Security/service stakeholders

• Manage and provide technical support for permits, licenses, and inspection consistent with the agency's policies and procedures; and local, state, and federal regulation.
• Oversee main office operations and approval of supply purchases, and assist with office organization.
• Ensure That CSS maximizes the use of bulk purchasing efficiencies, compares and selects competitive pricing for equipment and supplies, and negotiates with vendors on a regular basis.
• Oversees office and residence moves of equipment and supplies.
• Developed and implemented a system to assess needs in residences for equipment and supplies i.e.
• New furnishings, small kitchen utensils or appliances, lines, etc.
• Assist with purchasing, pricing, sales or other business operations of That's A wrap retail food market as needed.
• Coordinate and manage cleaning and logistical scheduling for over 50 residential properties.
• Manage residential purchases and expenditures in alignment with biweekly budgets; identifying efficiencies and streamline processes to ensure financial oversight of approximately $400K annually.

• Oversee all personal training staff, including recruitment, hiring, and performance evaluations.
• Collaborate with General Manager to create customer service standards and ensure customer-focused programs and services throughout all daily operations.
• Establish annual revenue goals for a staff of 20 trainers.
• Develop and implement work schedules for personal training staff and prioritize daily tasks.
• Generated more than $600K annually in personal training revenue by recommending and upgrading services for new and existing clients.
• Facilitated training meetings and educational seminars for staff on industry standards and programs.
• Developed individualized cardiovascular, weightlifting, and flexibility training programs.
• Designed monthly health promotion programs to educate members and generate new business.

• Planned and implemented cardiovascular, weightlifting, and flexibility training programs.
• Administered endurance, cholesterol screening, and a blood pressure test and interpret results for clients.
• Managed and evaluated the personal training team.
• Facilitated professional development training programs and workshops.
• Designed and implemented monthly health promotion and advocacy programs.
• Brought in new clients through communications with prospective members and facility tours.
• Conducted weekly staff performance inspections and provided immediate feedback based on data.

• Designed fitness programs for clients to utilize treadmills, stationary cycles, elliptical machines, and other equipment in the facility.
• Performed fitness testing for clients and developed training plans based on results.
• Ensured exceptional customer services for all members, guests, and staff.
• Designed and executed individual and small group exercise fitness programs and regimens.
• Bolstered customer satisfaction ratings by managing efficiently managing issues and providing dedicated service.

• Hired, trained, and managed aquatics staff, including conducting performance reviews and developing work schedules and task priorities.
• Designed aquatics programs calendar in collaboration with other program directors.
• Responsible for developing program goals, maintaining records, and establishing and managing budgets.
• Maintained pool facility in partnership with the maintenance team.
• Created and facilitated programs for special populations, including clients with diabetes, obesity, arthritis, cancer, and lung disease, as well as pregnant women.
• Served as Manager on Duty, overseeing daily operations of the fitness club and programs.

· Evaluated the performance of more than 100 full- and part-time staff, including seasonal employees.

· Managed departmental budget and planned activities to ensure reasonable spending limits.

· Planned and developed in-service training programs for personnel.

· Monitored swimming instructors to ensure compliance with safety standards.

· Facilitated daily staff meetings and review tasks and goals.

· Coordinated citywide special events with other city agencies and private sector organizations, serving more than 10K children and adults at more than 30 sites throughout New York City.