Customer Service Security
Resume:
Robert Devane
Email: **********@********.***
Address: ** ******* * *******
City: Framingham
State: MA
Zip: 01702
Country: USA
Phone: 508-***-****
Skill Level: Director
Salary Range: $100,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Robert J. Devane
35 William J Heights Framingham, MA
01702
**********@********.***
WORK EXPERIENCE
VICE PRESIDENT CHIEF QUALITY OFFICER 2011 Present
Apollo Security International
Developed the Total Quality Management Plan TQMP for the organization
Developed and tracked all Key Performance Indicators (KPI) relating to quality performance standards
Developed and implemented quality programs and policy to ensure conformity of services across all Apollo client sites
Developed and implemented annual customer service satisfaction surveys
Conducted periodic audits of company hiring and training standards
Developed quality report that measures all security deliverables that is presented to clients monthly
Worked to retain at risk relationships by working with clients to address and resolve issues
VICE PRESIDENT OPERATIONS2002 2011
Apollo Security International
Managed 24/7 security operation for sixty-seven locations in New England 33,000 hours/week
Managed Investigations, Training, Human Resources and Inspectional Services
Responsible for restructuring security to improve all security operations
Managed a staff of 1,850 employees including a team of 15 salaried managers
Responsible for new business development of security operations at new facilities
Monitored cost of labor and employee utilization as well as budgetary issues
Directed and implemented employee training, recognition, and development plans
AREA DIRECTOR 1990 2002
Securitas Security Services, US
Managed 24/7 contract security operations in Massachusetts 17,000 hours/week
Managed a staff of approximately 950 employees including a team of 6 salaried managers
Responsible for creating and executing quarterly goals that were driven toward growing the portfolio on a national level
Conducted security risk assessments at locations throughout the U.S.
Developed security systems at new facilities
Monitored controllable expenses such as personnel and equipment to manage budget
Developed the Own The Lobby customer service training program
MANAGER OPERATIONS PLANNING1985 - 1990
Securitas Security Services, US
Developed client table top exercises on Workplace Harassment Prevention, Business Continuity and Emergency Response
Risk and Vulnerability Assessments Identified the threats to client organizations and developed protocols to protect their assets, personnel and intellectual properties.
Conducted systematic research and provided realistic threat level estimates, as well as cost effective recommendations, to help address client security concerns around the world.
POLICE OFFICER 1981 - 1985
Dover, New Hampshire
EDUCATION
Golden Gate University Master of Public Administration Administrative, Organization and Management
Saint Anselm CollegeBachelor of Science: Criminal Justice
ADDITIONAL TRAINING / PROFESSIONAL MEMBERSHIP
Membership Chairman Granite State Chapter of ASIS - American Society of Industrial Security
Criminal Justice Department Advisory Board - Worcester State University
Instructor Certified PATH Practical and Tactical Handcuffing
Instructor Certified OCAT Oleoresin Capsicum Aerosol Training
Instructor Certified MOAB Management of Aggressive Behavior
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