Customer Service Manager
Resume:
DOUGLAS W. METZGER
N. Las Vegas, Nevada 89031
QUALIFICATIONS:
I am a business oriented professional with over 20 years of experience in
supervisory positions. I possess extensive customer service skills in both
delivery and instruction on all levels. I have been trained and
responsible for automated security surveillance, inventory control, the
automation of various inventory tracking systems, purchasing and receiving,
quality control, data entry and have provided support for e-mail systems.
I am known to be a person of integrity and appreciate it in others. I
enjoy the challenges of the security industry with my ability to adapt to
an instantly changing environment and take pride in my professional
performance. I take my responsibilities seriously and am known to have a
calming effect on individuals during medical emergencies.
LICENSES AND CERTIFICATIONS:
. Nevada State License as an Emergency Medical Technician (EMT) - #55067
since 1997
. American Heart Association Health Care Provider Certification
. CPR for the Professional Rescuer
. "Controlled F.O.R.C.E.", the use of OC spray and defensive tactics
with the (ASP) retractable baton
. Las Vegas Metropolitan Police Department Gaming Card ID #1550860
. Nevada State (TAM) card, Techniques of Alcohol Management #97994.1
. 40 Hours Security Officer Academy at the MGM Grand Hotel and Casino
. Mobile Five Star and AAA Five Diamond Training in superior guest
satisfaction standards
EXPERIENCE:
7/12/10 - Present SOS Security Inc.
3288 E. Russell Rd.
Las Vegas, NV. 89120
Security Officer
My responsibilities are to observe and report to the Retail Manager any
potential breaks in security, any activities of shoppers that may result in
theft of merchandise. I conduct occasional inventory as requested by
management. Report any infractions to my Supervisor.
1/25/10 - 7/19/10 Encore/Wynn Resorts
3131 Las Vegas Blvd. S.
Las Vegas, NV. 89109
Security Officer
My responsibilities were to ensure the safety and security of hotel and its
assets, to include the hotels employees and guests. Monitor all activities
of guests and employees for any breaks in security and report any
infractions to dispatch as necessary. Have the flexibility to adjust to an
ever changing environment. Respond to medical emergencies and assess the
situation to determine the level of EMS needed. I transferred money and
casino gaming chips as needed or requested to do. I assisted with escorts
of guests, employees or outside professional personnel as needed or
requested.
I also worked as a crowd control agent at the Night Club "XS". I was
responsible for monitoring the movement of thousands of guests each night
through hours of operation. Responding to emergency situations both
physical altercations and medical situations. I also assisted guests with
lost property, damaged property and complaints against other guests or
employees.
4/20/99 - 10/16/09 Venetian Resort Hotel and Casino
3355 Las Vegas Blvd. S.
Las Vegas, NV. 89109
Security Officer / Senior EMT
My primary responsibilities were to ensure the safety and security of all
guests of the Venetian, its employees and its assets, to include the
enforcement of Nevada Revised Statutes (NRS) codes applicable to the gaming
industry. Included in my regular duties was the rendering of medical
attention to injured and/or ill guests and employees, as well as being
directly responsible for reporting liabilities to Risk Management and the
Legal Department. I was the Senior EMT and Primary Response Officer. I
guided other officers in observation techniques in assessing a problematic
situation that included criminal activity. I assisted the District
Attorney's Office in the successful prosecution of those charged with
crimes committed at the Venetian Resort Hotel and Casino. I often worked
with the Las Vegas Metropolitan Police Department, Clark County Coroner's
Office, Nevada Highway Patrol and the United States Secret Service. I was
often called upon to provide executive protection for high profile
celebrities and well known sports figures, many times at their request, and
government officials, including former presidents.
PREVIOUS EXPERIENCE:
Prior to my 13 years of experience in the gaming industry, I spent 9 years
in the Warehousing industry. I was a Sales Manager/Customer Service
Representative for Home Base in California and Nevada, which included
supervising the stocking crew. I also had some experience in the wholesale
lumber industry where I worked as a yard foreman. I was responsible for
the inventory and unloaded trains and loaded diesels for shipping the
lumber.
ADDITIONAL TRAINING:
. Attended a class on Counter Terrorism focusing on the ability to
identify terrorists in the planning stages of aggression.
. Received training in evacuation process and preparedness of property
in the event of a Mass Casualty Incident (MCI).
. Fork Lift Qualified Operator; electronic, propane and diesel.
AWARDS / PRESENTATIONS:
. Received the highest level of non-managerial award, "Bravo Magnifico,"
for saving the life of a guest at the Venetian (January 2001 and May
2007).
. Received the Venetian's "Shield of Honor" award for unyielding
professionalism and bravery in the line of duty (November 2000).
. Nominated for "Officer of the Month" four times.
. Received two nominations for "Employee of the Year."
. Received the "Code Saver" award by American Medical Response, the
highest award given in the private sector, for saving another's life
by using the Automatic External Defibrillator (AED).
. Received several complementary letters from guests for services
rendered.
Contact this candidate