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Customer Service Operations Manager

Location:
New Albany, OH, 43054
Posted:
August 16, 2023

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Resume:

SUMMARY OF QUALIFICATIONS

Self motivated & dependable professional with 27 years in the Corporate, Private and Public security industries including twenty years as a supervisor or manager.

Previously OPOTA certified through OPPTI Training Institute – Zanesville Ohio – Instructor: Mike Murray

Received and passed SAFELAND Training in April of 2014.

Expertise includes:

- Operations Management - Administrative Management - Access and Perimeter Control

- Loss Prevention Programs - Vehicle and Foot Patrols - Fire Safety Programs

- Employee Safety - Documentation and Reports - Security Team Supervision

- Staff Scheduling - Security and Safety Training - Emergency Management Plans

- Payroll Administration - Fleet Vehicle Maintenance - Employee Performance Evaluations

- ID Badge Creation - Progressive Discipline Plans - Security Officer Training

Previous member of ASIS and the Security Managers Information Network of Ohio.

Excellent communication, leadership, and decision-making skills; relates well with individuals at all levels; able to quickly identify, analyze, and resolve security and safety issues efficiently; adapts promptly and effectively to new situations and technologies.

Previously American Heart Association certified in First Aid, CPR and AED.

PROFESSIONAL EXPERIENCE

ALLIED UNIVERSAL SECURITY SERVICES, Columbus, Ohio

Account Manager of Home Depot Warehouse in West Jefferson Ohio - 1.2 Million square feet -

$55,000,000 of Product - 250 Human Lives

(Promoted from Site Supervisor at a Groveport Ohio FedEx facility). Responsibilities include Training all new Officers assigned to the post to ensure that each individual is fully aware of their duties. Training consist of “On The Job Checklist” of all tasks an Officer will be completing at the site. Personally walking each new hire around the property to explain the Fire Hazards, Security Risks & Safety Issues that may be present and that must to be documented while they are on their patrols. Periodically challenging Officers in unique ways to guarantee that they are always conscious of the primary obligations of a well balanced Security Officer. (Deter, Detect, Observe & Report). Striving for continuous improvement in Officer performance by seeking new training and educational opportunities that will enhance their ability to perform. Other daily tasks include Scheduling, NBOT Control, Recruiting & Hiring, Ordering of Uniforms, Creation of Pass On information, Payroll, Daily interaction with Facility Management & Supervision Staff to maintain all current policies are being followed and that all new policies are disseminated to the Security Staff effectively & efficiently, Investigation of Yard Audit Fails, Security Professional Utilization (Proper scheduling of Officers), Supplies, Uniform Inspections, Attendance Reports, Site Champion of the AI driven mobile application unit that records Incident Reports and more.

Continued on next page

OHIO SUPPORT SERVICES, Columbus, Ohio

Assigned to Antero Oil Well Sites as Field Operations Manager of Eastern Ohio - 3 Counties - $300,000,000 of property and equipment

I managed 75+/- contract security officers posted at 15 different Antero Resources oil well sites across Eastern Ohio. I also managed 2 Field Supervisors and a "Maintenance/On-Call" officer. The value of each well site was estimated at $20 million. My officers were charged with maintaining constant and accurate records of each person entering and departing site.

My responsibilities included Payroll, Scheduling, On-Going Training, Supplies, Interviewing of Applicants, Uniform/Site Inspections, Coordinating Maintenance per Site, Invoices, Company Vehicle Maintenance, Expense Reports and Maintaining Records of Safety Inspections, Uniform Inspections, Attendance, Incident Reports, Near Miss Reports, Site Visitations, Victim/Witness Statements, CPR/1st Aid Training, and more.

INTERNATIONAL SECURITY MANAGEMENT GROUP, Reynoldsburg, Ohio

Assigned to Capitol Square Office Building as Account Manager/Promoted to Operations Manager

Responsible for daily security department operations of a 28-story/500,000 sq. ft. High-Rise in downtown Columbus including scheduling of 10 officers to cover seven days a week and 365 days a year and enhanced monthly training of all officers. Accountable for maintaining all security department records including but not limited to all daily reports, incident reports, employee time sheets, reported maintenance issues, building patrol checklists, uniform inspections, and training records. Constant and close interaction with building management staff ensures the safety and security of an average of 1200 building occupants. Creating a monthly enhancement training program including topics such as “Active Shooter”, “Basic First Aid” and “Bomb Threat & Suspicious Packages” provided the officers with increased knowledge on how to be prepared for many possible incidents. “On-Paper Scenario Drills” offer crucial opportunities to determine the learning retention of each individual officer. Daily contact with a wide and various tenant & patron base offers many circumstances to utilize existing customer service skills along with the chance to learn new effective ways to relate to a variety of persons coming from different ethnic backgrounds.

Operations Manager – Second in command of entire Ohio based operation. Overseeing all Ohio accounts, 70 +/- officers, Employee Intake & Termination, Training, Uniform Supply, Staff Meetings, On Site Inspections, Regular meetings with Client Contacts, Business Development, Installation of Proxy Guard Equipment and more. (Company was acquired by a National Company).

SMITH’S DETECTIVE & SECURITY, INC., Reynoldsburg Ohio

Colonel / Director of Operations

Charged with overseeing all aspects of entire private security company operations. These responsibilities included employee intake, hiring & termination, scheduling, officer training, on site inspections, sales, maintenance of fleet vehicles, & weekly and monthly staff meetings. Position required an almost 24 / 7 on call status utilizing company phone and two-way radios. Also required actual time on a variety of many posts (Armed and Un-armed), and in the field work including vehicle patrols to secure a vast diversity of different client properties. Key in almost doubling company workload in a six-month period through aggressive sales and client contact campaigns. Company employed on average 50 plus officers and serviced seventy diverse clients in three different counties.

GENERAL GROWTH PROPERTIES, INC., (Colony Square Mall) Zanesville Ohio

Director of Public Safety

Directly responsible for safety and security of all employees, customers, & contractors on or in mall properties. Duties included vehicle and foot patrols around and in mall complex. Responsible to record and document all criminal or unauthorized activity taking place. In direct charge of training and scheduling all officers placed in security department. On hand to assist all stores and businesses in the mall with shoplifting issues, escorting of terminated employees off property, and recording of falls or accidents occurring in their establishments. Responsible to deliver customer service department bank deposits to near by financial institution. Member of upper mall management and reported and interacted in all weekly staff meetings. Administrator of online accident reporting system which tracked all injuries, property damage, and criminal incidents taking place on property. Responsible for assuring that all officers including myself maintained updated CPR, First Aid, AED, and Preventing Disease Transmission certifications.

TECHNICAL KNOWLEDGE

Approximately 19 years’ experience with WinTeam Software. Able to utilize all Windows Operating Systems, The Internet, Excel, Power Point, Word, and Outlook Email effectively and efficiently. Rated 93% efficiency on Windows, Excel, and Word on “Prove It” testing system. Approximately 25 years’ experience with CCTV systems & in-house PA systems, medical response, and dispatching. 5 years in retail loss prevention. Applicable knowledge of many fire panels, alarm systems, phone systems, access control systems and elevator management systems.

GENERAL ABILITIES

Eight years of sales experience; Twenty six years of filing and record keeping experience; Typing of 60 words per minute on average; Twenty six years plus in customer service; Other abilities include DVR Playback and Snapshot Operation, Drug Screening, News Letter Inserts, Weekly & Monthly reports, Conducting weekly/monthly staff meetings, Investigations, Use of many Patrol monitoring systems, and able to Multi-task well.

ACCOMPLISHMENTS

Experience in supervising and training of 75 plus officers, armed and unarmed, and supplying seventy diverse clients and businesses with service in three different counties.

MOAB - “Management of Aggressive Behavior”, PATH - “Practical and Tactical Handcuffing” & OCAT- “Oleoresin Capsicum Aerosol Training” Certified through Personal Protection Consultants – Kulpsville PA

Successfully completed the “High Rise/High Hazard Building Safety Training” offered by the Center for Workforce Development at Columbus State Community College, Columbus Ohio.

Logic, calmness, and persuasion were used to convince a disgruntled and armed ex-employee to allow my dismissal and evacuation of an entire floor of an office building during a hostage situation.

Handcuffing, O.C., and Tactical Baton Certified by Leading Edge Systems, Inc. Columbus Ohio. Tactical Trainer – Harry Caplinger.

Co-created the Incident Management Plan of Action for ArvinMeritor automotive manufacturing plant in Heath Ohio.

Shawn J. Davidson

1 Bow St.

Newark, Ohio 43055

740-***-****

adyzkd@r.postjobfree.com

LETTERS OF RECOMMENDATION INCLUDED WITH RESUME

Letter of Recommendation from Paul Montgomery -

Senior Vice President - International Security Management

Letter of Appreciation from Frank A. Abel -

Chief of Campus Security and Safety - Denison University

Letter of Recommendation from Rodney Lundberg -

Managing Partner- Kingsland Protection Group

Letter of Recommendation from Sonny King -

Manager Manufacturing Engineering - ArvinMeritor

Letter of Recommendation from Dan Renth -

Operations Manager - Ohio Support Services

Letter of Recommendation from Scott Tucker -

President - Ohio Support Services



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