Lorraine B Bettencourt
San Diego
Summary
Driven Office & Safety Manager offering in-depth experience in administration of vital business projects and processes. Excellent communicator and manager with strengths in daily operations management, workflow improvements and customer service. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in accounts payable, invoicing, and onboarding.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Regional Account Manager – SoCal
ABM Aviation, Inc
06.2023 - Current
- Company Overview: ABM Aviation, Inc provides aviation services across various locations including Orange County, Burbank, Ontario, and San Diego.
- Communicate effectively with employees and clients to ensure fulfillment of performance and quality requirements.
- Maintain positive relationship with client representatives.
- Responsible for recruiting, hiring and training of all employees in his/her area of responsibility.
- Ensure this is done in accordance with established procedures and in a cost effective manner.
- Ensure that each employee receives proper training commensurate with the job responsibilities assigned and that all training is properly documented and maintained according to Company/ Client / Homeland Security standards.
- Ensure that supervisors are properly trained and understand their assigned responsibilities.
- Monitor compliance with contractual and regulatory requirements in area of responsibility.
- Ensure that payroll is prepared and transmitted in an accurate and timely manner.
- Ensure that any injuries, incidents, accidents, etc are documented, reported and processed appropriately.
- Monitor safety program within area of responsibility and communicate with Safety Quality Managers on a frequent basis to ensure compliance with all Company safety standards.
- Ensure that communication with client is on a daily basis based on aircraft readiness, making sure that departures leave on a timely manner.
- Focus on profit & loss margins are aligned and profit is made quarterly.
- ABM Aviation, Inc provides aviation services across various locations including Orange County, Burbank, Ontario, and San Diego.
Executive Assistant and Safety Coordinator
Ozzy's Plumbing and Drain Services Inc
National City
03.2014 - 06.2023
- Company Overview: Ozzy's Plumbing and Drain Services Inc provides plumbing services in National City, CA.
- Executive Assistant to the CEO and President of the company.
- Invoicing for Residential and Commercial accounts and developing leads for future accounts.
- Assisted Manager with calls and dispatching new work orders for plumbers.
- Maintained Human Resources folders and forms for CEO and payroll in ADP.
- Maintained Calendar and meetings for CEO and President and put agendas together for all events and meetings.
- Conducted and created all safety guidelines and policies under OSHA, and maintained all policies in office and out in filed.
- Updated and maintained all Residential and Commercial accounts in Sales Force program.
- Maintained contact by mail, email, to all Commercial and Residential accounts for customer service review for training staff.
- Developed protocols for plumbers for customer service feedback for residential accounts.
- Ozzy's Plumbing and Drain Services Inc provides plumbing services in National City, CA.
Compliance Assistant Safety Manager
The Select Group for Sempra Energy
San Diego
05.2020 - 12.2022
- Company Overview: The Select Group provides staffing and consulting services, working with Sempra Energy in San Diego, CA.
- Monitored compliance with processes, policies, procedures and standards in regards to collection and management of annual contributions from shareholder companies.
- Counseled committees and department heads regarding compliance risks and standards.
- Scheduled and conducted evaluations of company policies, procedures and internal control structures.
- Managed quality programs to reduce overdue compliance activities.
- Created policies and programs to encourage managers and employees to report suspected fraud and other improprieties, without fear of retaliation.
- Gathered, organized and evaluated data to make accurate assessments of current operations.
- Prepared training programs to improve compliance at all levels.
- Onboarding Contractors and updating Contractor Tracker through Smartsheet and Acceleration; Agile 1.
- San Diego Project Heartbeat AED Inspections & Compliance. Created Inspection forms through Microsoft Forms.
- Created Contractor Manual & updated Field Contractor Manual for construction Management.
- Responsible for Construction Management meeting minutes and distributing to Construction Management Team.
- Updating of Construction Management Compliance Teams folders and files through SharePoint.
- The Select Group provides staffing and consulting services, working with Sempra Energy in San Diego, CA.
Project Office Manager
Flatiron Construction
Escondido
10.2018 - 04.2020
- Company Overview: Flatiron Construction is a leading infrastructure construction company based in Escondido, CA.
- Analyzes and organizes office operations and procedures such as flow of correspondence.
- Process approved new hires, orientation, union dispatches for onboarding.
- Administer pre-hire drug screens, and background checks for onboarding.
- Monitor EEO requirements per Union Contracts.
- Process field personnel payroll weekly through Enterprise 1 & Heavy Job programs.
- Key in equipment time entry, maintain Caltrans equipment rates and fringe rates through State.
- Prepare force account billings for sub-contractors and owners of projects through Nicetouch & Oracle.
- Record and transcribe meeting minutes as necessary per union contracts.
- Monitor contract requirements, for sub-contractors.
- Update; maintain schedules and calendars for Project Managers, Superintendents, Foremen.
- Organize special meetings and functions for Jobsites.
- Provide support to field personnel (project) and staff when necessary.
- Maintain safety records and reporting procedures throughout Unions and State.
- Sets up cost codes and cost types as necessary for Jobsites.
- Basic Accounts Payable.
- Record Retention as necessary.
- Maintains knowledge of Flatiron's company values and strategic plan, code of conduct & corporate policies.
- Perform additional assignments per request of Project Manager on Jobsites.
- Processing of layoffs and terminations for each jobsite and submit to Unions for processing.
- Flatiron Construction is a leading infrastructure construction company based in Escondido, CA.
Life Insurance Agent
WFG- Trans America
La Mesa
05.2014 - 08.2018
- Company Overview: WFG- Trans America is a financial services company based in La Mesa, CA.
- Provide financial planning support to clients.
- Provide the opportunity to other interested candidates through recruitment.
- Train, coach and mentor agents within your team.
- Network marketing to help build your client and agent base.
- Provides financial planning services by advising the customer on the advantages and disadvantages of different product decisions in alignment with their individual needs.
- Based on individualized financial needs analysis, prepares recommendations for customized financial solutions to current and potential customers.
- Meeting clients and discussing their finances and financial goals.
- Delivers a diversified set of investment, insurance and advice-based solutions with a financial planning mindset to meet the individualized investment needs of current and potential customers.
- Researching financial products for clients and explaining their key features and benefits.
- Negotiating better financial concepts with providers on a client's behalf.
- Supporting a team of professionals to cultivate client relationships.
- WFG- Trans America is a financial services company based in La Mesa, CA.
Healthcare Compliance Specialist
Stericycle Inc
Los Angeles
04.2013 - 03.2017
- Company Overview: Stericycle Inc provides waste management and compliance services for medical facilities.
- Oversee medical waste regulatory compliance for various medical facilities throughout Southern California, & Arizona.
- Educate hospital staff on regulated medical waste, pharmaceutical waste, hazardous waste and proper disposal.
- Conduct compliance audits to ensure hospitals are Joint Commission, CDC, and DOT compliant.
- Create waste grids with hospital safety and educators to ensure proper waste segregation.
- Develop reports from landfills findings for hospital with special waste accounts.
- Establish green teams and conduct audits on recycling container for proper waste segregation.
- Conduct presentations to hospital administration and educators on findings from audits.
- Respond to questions from hospitals on regulated waste, pharmaceutical waste, and hazardous waste.
- RX waste service to effectively manage pharmaceutical waste in compliance with federal regulations including OSHA, EPA, DOT and CDPH.
- Manage hazardous materials as identified by EPA regulations such as RCRA, chemotherapy waste, radiology waste, etc.
- Stericycle Inc provides waste management and compliance services for medical facilities.
Environmental Services and Linen Manager
UC San Diego Health Systems
San Diego
10.2008 - 04.2013
- Company Overview: UC San Diego Health Systems provides healthcare services in San Diego, CA.
- Managed unionized AFCME staff of 159; hired and trained new staff and evaluated direct reports.
- Consistently maintained Press Ganey scores of target goal for four years.
- Created daily sign in sheets, schedules and variance reports.
- Developed safety material for both sites and conducted safety meetings on assigned sites.
- System administrator for bed tracking & File Maintenance, Ecst, Linen Helper, PCIS, Lawson, Ishare.
- Oversaw quality of patient rooms and OR, with inspections and Glow Germ, for Infection Control.
- Created new Task assignments and re-developed old ones.
- Managed the linen department for both facilities; worked closely with Emerald textile to manage recharges; charged re-charges to units for linen.
- Coordinated the transition from Angelica Linen to Emerald Textiles for both hospitals and oversaw the lab coat orders, seal and logo for facilities, Doctors, Fellows, and Residents.
- Oversee all infectious waste streams, infection control practices, policies and procedures for both facilities.
- Analyzed all worker's compensation claims with Safety Department.
- Coordinated Environmental Services week with vendors for four years.
- Performed ordering and established par levels for supplies; maintained and ordered staff uniforms.
- Trained House Supervisors on Bed Tracking; created folder for inputting dirty beds and STAT calls.
- Created and updated employee files, competencies, background checks, evaluations, worker's compensation, FMLA, LOA, files; updated Orientation Manuals for Managers, Supervises, and staff.
- Created Power Point for Hospital Associated Infections.
- Hired and onboarded Environmental Staff with Human Resources.
- Conducting performance reviews and goals for staff.
- UC San Diego Health Systems provides healthcare services in San Diego, CA.
Environmental Services Manager
Sodexo / Sharp Hospital
La Mesa
01.2005 - 01.2008
- Company Overview: Sodexo provides food and facilities management services at Sharp Hospital in La Mesa, CA.
- Managed housekeeping department for Sharp Grossmont Hospital; hired, trained, supervised and evaluated employees.
- Oversaw the quality of cleaning of all patients' rooms and areas.
- Assisted in patient room cleaning as needed for urgent turnover of discharges and staffing shortages.
- Conducted morning informational and safety meetings.
- Maintained daily edits of payroll on Labor Management.
- Developed assignments and added staff for better coverage of hospital; promoted quality customer service for hospital and staff.
- Scheduled staff and assigned staff to areas on a three-week schedule, according to Union contract.
- Conducting performance reviews and goals with staff.
- Oversaw all infectious waste streams, infection control practices, policies and procedures.
- Participated in Rounds with Nurse Managers for performance reviews and Press Ganey goals.
- Hired & Onboarded staff with Human Resources.
- Sodexo provides food and facilities management services at Sharp Hospital in La Mesa, CA.
Assistant Director of Housekeeping
Estancia La Jolla Resort & Spa
La Jolla
01.2002 - 01.2005
- Company Overview: Estancia La Jolla Resort & Spa is a luxury resort located in La Jolla, CA.
- Oversaw and completed turnover of 211 rooms during construction, implementing amenities and linen requirements prior to opening.
- Managed the activities of the laundry operations and uniforms to ensure appearance and quality.
- Provided daily VIP and guest rooms inspection for quality assurance.
- Consistently monitored timely guest room conversion to ensure guests were expediently checked in.
- Hired, onboarded, and trained all staff before resort opening; conducted weekly training and safety meetings.
- Scheduled staff according to forecast of rooms and functions; established housekeeping work charts for daily and checkout cleaning.
- Conducting performance reviews and goals for staff.
- Oversaw public areas, for private functions such as weddings, conferences, private parties.
- Ordered supplies, uniforms, and linen, managed FTEs, and labor costs.
- Conducted safety meetings and announcements of VIP arrivals.
- Monitor all guest ratings and comments for hotels and evaluate same to improve all services.
- Run and approve payroll for employees.
- Estancia La Jolla Resort & Spa is a luxury resort located in La Jolla, CA.
PM Supervisor
Hotel Del Coronado & Spa
Coronado
05.1999 - 01.2002
- Company Overview: Hotel Del Coronado is a historic beachfront hotel located in Coronado, CA.
- Supervised public areas and housekeeping staff for evening shift and events.
- Prepared and maintained public areas with staff for events and guests visiting the resort.
- Conducted meetings for VIP arrivals and turndown staff to ensure arrival of VIP guests.
- Inspected VIP rooms and executive suites before guest arrivals.
- Communicated with in-room dining for proper delivery and placement of VIP amenities before guest arrival.
- Updated status of rooms in system for Front Desk for guest bookings and reservations.
- Assist Food & Beverage Department with preparation of events and public events.
- Perform routine inspections of all check out rooms and spot checks of all occupied rooms.
- Schedule and supervise deep cleaning and any other projects.
- Manage and train Room Attendants and other Team Members to ensure their performance is to the standards required.
- Ensure the adherence to hotel brand standards at all times.
- Report and follow up on any maintenance defects or other issues.
- Establish open lines of communication with group contacts to ensure overall hotel satisfaction.
- Delivering no-show reports and reinstating reservations as required.
- Reviewing current rooming lists with group contacts, attending to cancellations and additions as well as any special requirements for room assignments.
- Monitor all guest ratings and comments for hotels and evaluate same to improve all services.
- Run and approve payroll for PM staff.
- Hotel Del Coronado is a historic beachfront hotel located in Coronado, CA.
Front Desk Manager
Ramada Inn
Bonita
11.1998 - 01.2002
- Company Overview: Ramada Inn is a hotel chain with locations across the United States, including Bonita, CA.
- Responsible for the running of the front desk by hiring and training all front desk agents and leading by example.
- Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines.
- Assist in the development and monitoring of the budget to provide top quality customer service.
- Schedule the front office staff and supervise workload during shifts.
- Act as liaison between the General Manager and staff.
- Tending to guests' complaints and questions and providing exceptional customer service.
- Conducting performance reviews with the front desk staff.
- Generating reports and feedback for presentation to the general manager.
- Performing administrative duties such as filing and updating records, among others, as needed.
- Supervising staff and all front desk activities including bookings, appointments, phone calls, and emails.
- Managing budgets, records, and contracts, group books, daily rates, etc.
- Defining and implementing front desk objectives and procedures.
- Hiring and training staff and managing the shift schedules, covering shifts when needed.
- Maintain records of all data and forecasts arrival and departure of guests on an everyday basis and ensure an effective night team to ensure smooth operations.
- Monitor all guest ratings and comments for hotels and evaluate same to improve all services.
- Run payroll and approve employee hours.
- Ramada Inn is a hotel chain with locations across the United States, including Bonita, CA.
Education
Bachelors - Health Administration
University of Phoenix
San Diego, Ca01.2014
Associates - Criminal Justice
University of Phoenix
San Diego, Ca01.2008
Master of Arts - Humanitarian Laws in Human Trafficking
Regent University
Virginia Beach, VALife License - California 0K18901
Skills
- Needs Assessments
- Recruiting/Staffing
- Staff/Management Training
- Team Building/Motivation
- Waste Management
- Environmental Regulations
- Employee & Safety
- Handbook Builder
- Customer Service
- Non-Profit builder
- Microsoft
- Excel
- Ecst
- Tele-Tracking
- PCIS
- Lawson
- Power Point
- Microsoft Publisher
- Outlook
- CRM
- Salesforce
- ADP
- EPIC
- Meetings
- Quality
- Dispatching
- Payroll
- System administrator
- Human Resources
- Presentations
- Invoicing
- Team Building
Certification
Life License California, 0K18901
Timeline
Regional Account Manager – SoCal
ABM Aviation, Inc
06.2023 - Current
Compliance Assistant Safety Manager
The Select Group for Sempra Energy
05.2020 - 12.2022
Project Office Manager
Flatiron Construction
10.2018 - 04.2020
Life Insurance Agent
WFG- Trans America
05.2014 - 08.2018
Executive Assistant and Safety Coordinator
Ozzy's Plumbing and Drain Services Inc
03.2014 - 06.2023
Healthcare Compliance Specialist
Stericycle Inc
04.2013 - 03.2017
Environmental Services and Linen Manager
UC San Diego Health Systems
10.2008 - 04.2013
Environmental Services Manager
Sodexo / Sharp Hospital
01.2005 - 01.2008
Assistant Director of Housekeeping
Estancia La Jolla Resort & Spa
01.2002 - 01.2005
PM Supervisor
Hotel Del Coronado & Spa
05.1999 - 01.2002
Front Desk Manager
Ramada Inn
11.1998 - 01.2002
Bachelors - Health Administration
University of Phoenix
Associates - Criminal Justice
University of Phoenix
Master of Arts - Humanitarian Laws in Human Trafficking
Regent University