Customer Service Management

Fiona M. Kennedy

Phone: 917-***-**** E-mail: **********@*****.***

Areas Of Expertise

Corporate Emergency Response Planning/Management

Guard Recruiting, Development and Management

Business Continuity Planning

RFP Management/Vendor Selection

Corporate Security Training

Process Re-Engineering

Profession Experience

Manager, Emergency Response/Global Watch Center

NBC Universal, New York 11/07-

12/12

. Develop and manage Global Watch Center to integrate chain of command

for 238 domestic and international sites. Implement uniform polices

and procedures for incident escalation, response time management,

incident reporting and resolution

. Manage team of 5 Global Watch Analysts to conduct research on global

media related events and disseminate impact analysis to the Global

Security Team.

. Develop and implement training programs:

- Customer Service/Courtesy, Media Relations, and Active Shooter

for Security Personnel

- CPR/AED/First Aid for Medical Personnel/Employees

- Safety/Access Control for Employees/Contractors

. Organize and train 35 new Fire Warden/EAP teams and schedule quarterly

evacuation drills in conjunction with Tishman Speyer

. Manage and negotiate $10M in security related contracts: E-Alert, Send

Word Now, MIR3, NC4 and international security vendors (project based)

. Implemented security awareness program that was rolled out to all

domestic and international sites in alliance with Corporate and IT

Security departments.

. Implement all of the core Visitor Center access and fast track

programs for effective access to the site for all staff and

visitors/contractors as well as managing a team of 6.

. Won Ovation Awards: Fire Life Safety Program in 2008, CPR/AED Program

2010, Global Training 2011

Director, Risk Management and Corporate Security

Oxygen Media, Inc. New York 6/03-11/07

. Lead team of 50+ security personnel to oversee - facility management,

executive and celebrity protection, events, premiers, shows, concerts

and off-site's.

. Manage day-to-day security operations of Access Control Systems, CCTV

and facility access throughout the US.

. Develop and implemented policies and procedures covering Post Orders,

Domestic/Workplace Violence and Drug/Alcohol abuse

. Manage key vendor relationships: Securitas, Harvard, The Fifth

Profession, Marsh, AES. Re-negotiated $150M in insurance contacts -

Key Man Life, K & R, and Workers Comp. Delivered $5M in savings.

. Lead build out of Chicago and LA facilities to ensure highest level of

protection. Manage RFP process, reference checking and selection of

vendors, delivering project on time and within budget.

VP, Operations

The Fifth Profession, Inc. New York 1/93-6/03

. Originated 35 contracts in Tri-State and LA with nightclubs, bars,

restaurants, events, corporations, high net worth individuals and

celebrities for security services.

. Recruit, train and deploy 250 guards weekly

. Managed performance and HR related functions

. Implement polices and procedures: Force continuum, Verbal Judo,

Tactical Training, Customer Relations

Education and Certifications

. M.S. in Protection Management (Minor in Emergency Management). John

Jay College, 2011

. B.S. in Security Management John Jay College, 2007

. VIP Protection Training Program, Security Management Institute, 2008

. Certified Security Guard Instructor for NYS Division of Criminal

Justice Services, 2010

. Certified BLS Instructor (CPR/AED/FIRST AID) American Heart

Association, 2009

. Guest Lecturer at John Jay College, 2008

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