Customer Service Security

S DAVID STANEK

Email: ********@******.***

Address:

City: Westford

State: MA

Zip: 01886

Country: USA

Phone: 978-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Customer Service Specialist Customer Satisfaction / Data Analysis / Program Management Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Extensive track record of increasing staff and process efficiencies, problem resolution, program management, investigations, working on cutting edge technology teams, and reducing risk. Experiences span call center operations, security and safety operations, corporate investigations, staff and employee training, emergency planning, incident command, and implementing new technologies. Skilled in tracking, reporting, and improving training programs, policies & procedures. Excel at building and maintaining relationships within company and public partners. Ten years experience in security program administration, life safety, emergency planning.

Educational Background:

High School Dipolma from Suffolk University, Boston MA 1/2001 to 1/2005 (Business Administration)

High School Dipolma from Northeastern University, Boston MA 1/2001 to 11/2012

Job History / Details:

Summary

Customer Service Specialist

Customer Satisfaction / Data Analysis / Program Management

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Extensive track record of increasing staff and process efficiencies, problem resolution, program management, investigations, working on cutting edge technology teams, and reducing risk. Experiences span call center operations, security and safety operations, corporate investigations, staff and employee training, emergency planning, incident command, and implementing new technologies. Skilled in tracking, reporting, and improving training programs, policies & procedures. Excel at building and maintaining relationships within company and public partners. Ten years experience in security program administration, life safety, emergency planning.

Highlights

High customer service standards

Employee relations specialist

Service solutions expert

Conflict resolution proficiency

Strong problem solving ability

Proficient with Microsoft Office Suite

Data analysis and reporting

Critical thinking and inductive reasoning

Field testing of staff to ensure proper training and adherence to P&P

Creating and testing emergency plans

Excellent communication with multi levels

Easily build cross-functional partnerships

Experience

2011 to Current

Walter's Pet Care

Independent pet care professional providing a wide range of contract services.

Daily companion exercise and therapy Medication administration Daily and overnight companion and house sitting Pet training, puppy program Home security assessments Pet waste management and disposal.

11/15/2012 12:00:00 AM

Business Security Representative

Provided focused security services for specific business units and properties, including incident investigations, information security, emergency and security awareness training, incident response, and risk assessments.

Reduced facility risk to multiple Class A office buildings Partnered with facility managers to conduct risk assessments on all facilities Evaluated and recommended target hardening strategies, as well as the development of interior access control and digital CCTV solutions Created "Force-Multiplier" for 1st responders By utilizing training programs such as Floor Wardens, Security Awareness, and Learn at Lunch, employees were continually educated on numerous security and safety topics Created and presented timely security awareness topics to audiences up to Senior Executive level Provided life-saving care to employee The team's ongoing medical training (including EMT), as well as the coordination of 1st Responders, dispatchers, and trained employees, allowed for the provision of time.

Current

Executive Support Services Representative

Provided focused security services for company executives, including close protection, advances, event planning/staffing, and nuisance mail tracking.

Relationship development with C-Suite staff and key stakeholders Provided on site protection and access control for senior executives within the facility, as well as during external events Developed Travel Security database in order to track, and analyze trends in employee travel to high risk areas, resulting in better risk mitigation strategies Partnered with corporate travel department to provide accurate and timely travel location information, including hotel and car service recommendations, to all levels of employees, thereby reducing personal and business risk.

1996 to 2011

FIDELITY INVESTMENTS Boston, MA

Manager

Corporate Security Managed, trained and developed team of 20 staff to deliver cost effective 24/7/365 security services and emergency response to 8,500 employees occupying 2.4 million square feet of office space.

Monetary recovery of approximately $1 million via property and fraud investigations Managed individually and as team member numerous internal, external, proactive, and in-service background cases Cases managed include high profile internal policy violations and property theft, T&E fraud, and background investigations on sensitive roles Tasks performed include data analysis, critical thinking, creating investigative theme, communication with interested parties, interviewing subjects and witnesses, and briefing senior management Achieved process efficiencies and data modeling through technology The team partnered with mailroom operations to utilize existing visitor management software to track vendor deliveries post security screening, creating a more reliable audit trail and metrics.

Education

Suffolk University Boston, MA

MBA

Northeastern University Boston, MA

BS Criminal Justice

Professional Affiliations

American Society of Industrial Security (ASIS), Merrimack Valley Medical Reserve Corps (MVMRC)

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