Marilyn Cintron

Leadership & Field Operations Responsibilities:

• Supervise superintendents and field employees by providing guidance, training, and enforcing company policies, procedures, and objectives.
• Administer and enforce the company’s safety program, including conducting weekly safety audits and promoting a strong culture of safety across all teams.
• Conduct job site visits to perform quality audits, ensure effective and compliant repairs, and engage directly with customers to address concerns or project updates.
• Monitor route management and callback trends, making strategic adjustments to improve efficiency and overall profitability.
• Collaborate with sales teams to provide technical input for repair bids, including calculating labor, materials, and scope of work.
• Partner with Branch Managers, Modernization Managers, and Repair Sales Managers to resolve customer issues and ensure consistent service delivery.
• Maintain daily communication with customers regarding service inquiries, ensuring high levels of customer satisfaction and responsiveness.

Key Responsibilities:

• Direct and supervise field labor forces and support personnel to drive initiatives to meet or exceed customer service delivery.
• Ensure compliance with safety standards as outlined by company policies.
• Plan, direct and coordinate employee assignments, through tangible and visual employee performance, to ensure compliance with contractual obligations and organizational expectations.
• Conduct regular 'Toolbox Talk' meetings and training sessions to enhance OSHA standard staff skills and knowledge to maximize safety protocol achievement and adherence.
• Collaborative relationships with property managers, designated managers and owners. Strive to exceed expectations through proactive communication and collaboration.
• Providing technical guidance, coordination support as needed. This includes both verbal and written communication, as well as the preparation of relevant documentation. Ensure quality standards are met through clear communication, consistent oversight and support.

Operations & Service Administration Responsibilities:

• Manage and maintain all customer accounts, ensuring timely updates, data accuracy, and seamless communication.
• Prepare and distribute monthly maintenance tickets and invoices for all service routes via email and physical mail.
• Oversee billing processes for callbacks, repairs, and violation-related work; generate and send invoices upon completion of services.
• Conduct and document monthly service escalations prior to invoicing to ensure accuracy and resolution of outstanding issues.
• Source, order, and track parts required for all repair and maintenance work; coordinate part deliveries, manage inventory, and distribute items to field technicians.
• Draft and submit maintenance and repair proposals based on project scopes and client requirements.
• Issue purchase orders, manage vendor communications, and dispute invoices as necessary to resolve discrepancies.
• Generate and analyze operational reports, including escalation summaries, job costing, raw data reviews, profit & loss statements, subcontractor evaluations, and per-route profitability metrics.
• Audit reports for accuracy, regulatory compliance, and internal performance benchmarks.
• Assist Human Resources in onboarding and maintaining employee records, ensuring documentation is complete and current.
• Monitor and enforce vendor compliance requirements per client contracts.
• Facilitate safety initiatives by coordinating safety classes, maintaining records, and procuring required safety equipment.

Operations & Administrative Leadership Responsibilities:

• Drive operational efficiency and effectiveness across both office and field functions, ensuring smooth coordination and productivity.
• Manage HR processes including onboarding new hires, handling terminations, and maintaining accurate records of accrued employee benefits.
• Process all repair proposals and coordinate scheduling for repairs, modernization projects, open orders, and on-site surveys.
• Act as the primary point of contact for customer complaints, service calls, and repair route issues; ensure timely and professional resolution.
• Oversee all purchasing activities and inventory management for both field operations and office needs.
• Order and track parts, including special-order items, ensuring timely delivery and communication with technicians and vendors.

Administrative & Operations Manager Responsibilities:

• Address customer complaints and inquiries with professionalism and urgency; handle all employee payroll processing, personnel file maintenance, and employment verifications.
• Administer HR-related claims and filings, including workers’ compensation, disability, unemployment, and medical insurance applications.
• Perform full-charge bookkeeping and payroll functions, including bank reconciliations, billing, invoicing, cash receipts/disbursements, payroll tax filings, and collections.
• Oversee purchasing and inventory management for all office and field supplies to ensure uninterrupted operations.
• Manage day-to-day office functions including document preparation, filing, responding to client inquiries, and dispatching service calls to field technicians.
• File and track Department of Buildings (DOB) violations, permits, sign-offs, and schedule acceptance tests in compliance with local regulations.
• Schedule and maintain records for all mandatory inspections and tests, including annual, 2-year, 3-year (hydrostatic), and 5-year testing.
• Coordinate all repair, modernization, and maintenance schedules across multiple client sites.
• Prepare all project bids, AIA payment applications, and manage city contracts in alignment with regulatory requirements.
• Prepare and submit documentation for J-51 applications in accordance with NYC housing incentive programs.
• Process service and maintenance contracts, proposals, monthly and supplemental billing, ensuring accuracy and timely delivery.
• Oversaw office operations, ensuring efficient workflow and resource allocation.
• Implemented streamlined administrative processes, enhancing productivity and team collaboration.
• Developed and maintained office budgets, ensuring adherence to financial guidelines and operational needs.
• Managed vendor relationships, negotiating contracts to optimize service delivery and cost-effectiveness.
• Coordinated employee training programs, fostering professional development and compliance with safety standards.
• Established office policies and procedures, promoting consistency in daily operations across departments.
• Led cross-functional teams in project management initiatives, improving project completion timelines and outcomes.
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Analyzed operational efficiencies, recommending improvements that enhanced overall organizational performance.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
• Streamlined office operations by implementing efficient filing systems and organizational strategies.
• Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
• Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
• Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
• Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
• Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
• Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
• Implemented comprehensive training program for new hires, improving their integration into team and productivity.
• Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.

Operations & Departmental Oversight Responsibilities:

• Manage and review all service, repair, and modernization contracts and proposals to ensure accuracy, compliance, and timely submission.
• Coordinate and execute collection efforts for outstanding client balances, maintaining clear communication and follow-up.
• Prepare and submit complete documentation packages for J-51 applications in compliance with city housing program requirements.
• Supervise daily activities across service, modernization, and repair departments, ensuring alignment with company goals and customer satisfaction.
• Generate and distribute performance and operational reports for each department to support management decision-making.
• Schedule and organize safety training classes in coordination with instructors; maintain attendance records and safety compliance logs.
• Oversee monthly billing cycles, ensuring accurate invoices; onboard and set up profiles for all new clients in internal systems.
• Directed operational strategies to enhance efficiency across elevator installation and maintenance processes.
• Implemented quality control measures, improving service delivery standards and customer satisfaction ratings.
• Established key performance indicators to monitor operational effectiveness and drive continuous improvement efforts.
• Supported project management team for optimal performance.

Administrative & Compliance Responsibilities:

• Process all contracts and service proposals with accuracy and attention to deadlines.
• Manage purchasing and inventory of all office supplies to ensure daily operational continuity.
• Perform general office duties including typing, filing, handling client telephone inquiries, and dispatching service calls to field mechanics when needed.
• Submit and manage Department of Buildings (DOB) paperwork including violation filings, permits, sign-offs, and scheduling of all mandated tests.
• Coordinate and file MI inspections, 2-year, 3-year (hydrostatic), and 5-year safety tests with the DOB.
• Prepare and process all project bids, AIA payment applications, and municipal contracts.
• Follow up on outstanding payments by coordinating collection calls for AIA contract accounts.
• Prepare and submit documentation for J-51 applications in compliance with city housing regulations.

Key Responsibilities:

• Handled employee payroll processing and addressed payroll-related inquiries; maintained personnel files and processed employment verifications.
• Administered employee benefits and filed workers’ compensation, disability, unemployment claims, and medical insurance applications.
• Performed full-charge bookkeeping functions including bank reconciliations, billing, invoicing, cash receipts/disbursements, collections, and payroll tax filings.
• Managed and maintained all customer accounts; processed and distributed monthly maintenance tickets, invoices, contracts, and proposals.
• Supervised departmental functions for service, modernization, and repair, ensuring efficient scheduling, job completion, and reporting.
• Coordinated all DOB filings, including violations, permits, sign-offs, and scheduling for MI, 2-year, 3-year (Hydro), and 5-year inspections and tests.
• Handled full-cycle contract administration: prepared bids, processed AIA payment applications, submitted J-51 documentation, and tracked progress of city contracts.
• Performed full-charge bookkeeping; processed payroll, bank reconciliations, billing, invoicing, collections, payroll tax filings, and cash flow reporting.
• Maintained employee personnel files; processed new hires, terminations, benefit tracking, and employment verifications.
• Filed and administered workers’ compensation, disability, unemployment claims, and health insurance applications.
• Coordinated purchasing and inventory management for all office and field supplies; managed vendor relations and special parts tracking.
• Dispatched service calls in coordination with or in absence of dedicated dispatcher; resolved customer service inquiries and complaints.
• Generated performance, cost, and financial reports across departments, including job costing, P&L, route profitability, and subcontractor evaluations.
• Scheduled and documented company safety training; assisted with compliance for customer-specific vendor requirements.
• Managed office communications, ensuring timely responses to client inquiries and service requests.
• Coordinated scheduling for service appointments, optimizing technician workloads and customer satisfaction.
• Implemented process improvements that streamlined administrative workflows, reducing operational delays.
• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Assisted in preparing reports for management reviews, contributing to data-driven decision-making processes.
• Ensured timely completion of projects by coordinating resources across multiple teams effectively.
• Supported executive staff with well-prepared reports, presentations, and meeting materials.
• Strengthened office organization by implementing new filing systems and digital record-keeping practices.
• Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
• Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.