Leadership, Finance, Customer Service, Southern Cuisine Preparation

R OB I N E. WALLACE

Washington DC/Northern Virginia/Maryland Area

703-***-**** Mobile / **************@*****.***

Security Management Professional with an exceptional depth and breadth of experience in physical security

a nd safety. Developed and directed security operations, practices and strategies for major

corporations. Led compliance efforts and passed all audits 100%. E xtensive leadership focus which

i ncreased employee satisfaction and engagement into the 90 th percentile. Directed customer

satisfaction efforts and increased customer satisfaction into 90%+ percentile. Cost control,

i nvestigation outcomes and key performance indicators (KP Is) all met and exceeded.

P ROFESSIONAL EXPER IENCE

AlliedBarton Security Services, Silver Spring, M D

Client Value Manager

2014

• Accountable for day-to-day service and operation of a portfolio of assigned client sites, including client satisfaction,

oversight of employee experience, coordination of needed support services to resolve problems and effectively

managed the accounts.

• Set the direction, tone by creating client specific plans for achieving agreed-upon service levels and met all

actionable expectations for delivering measurable results.

• Hired, developed and retained the appropriately selected Field Operations Managers, as well as communicating

h igh service level expectations to the greater team.

• Engaged regularly with clients to share my expertise to enhance the value of AlliedBarton’s offerings.

• Exceeded P&L and operational goals through providing high quality, professional, competent, committed service

and an outstanding client and employee experience.

AlliedBarton Security Services, Silver Spring, M D

2013 – 2014

District Area Manager for the State of Ma ryland

• Led, developed security programs and processes for 80 companies, 200 site locations and over 1,200 individual

contributors.

• Responsible for the commercial physical security infrastructure, program development, implementation and

security officer performance across the state.

• Led service delivery through subordinate managers and other assigned personnel to ensure services are delivered

i n a quality and cost effective manner.

• Accountable for P&L in excess of $38MM

• Ensure compliance, budgetary, P&L, training and institutional metrics all exceeding requirements.

• Manage client relationships state-wide with direct responsibility over several large national clients.

• Increased AlliedBarton’s business portfolio, reputation and profitability through excellent customer service to our

clients.

• Ensure all security personnel becomes an ambassador of both the customer and AlliedBarton.

• Oversight of administrative and operational functions including payroll, billing, accounts receivable, scheduling,

recruiting, training, etc. for the State of Maryland.

• Generate new business through partnership with assigned Business Development Managers.

A lliedBarton Security Services, Silver Spring M D 2012

2012 – 2013

District Manager

• Accountable for district annual P&L in excess of $11MM, approximately 50 site locations with nearly 400

employees while complying with budgetary, training and institutional goals.

• Responsible for the physical infrastructure, program implementation and security officer performance across the

d istrict.

• Managed the delivery of services to ensure services are delivered in a quality and cost effective manner, saving

11% annually.

• Managed client relationships district-wide with direct responsibility over several large national commercial

clients.

• Increased AlliedBarton’s business, reputation and profitabili ty through excellent

customer service to our clients.

• Oversaw administrative and operational functions including payroll, billing,

accounts receivable, scheduling, recruiting, t raining, etc. for the district.

AlliedBarton Security Services, Arlington, VA

2010 - 2012

District Area Manager

• Oversaw and directed all operational, financial and administrative functions for over 200 site locations with nearly

980 employees.

• Led the day-to-day team effort of Account Managers and other personnel to ensure that services were delivered in

a quality and cost effective manner.

• Worked with assigned personnel to ensure that all contractually scheduled hours are met with a minimum of

u nbilled overtime.

• Worked with all levels in the organization to identify, analyze and solve problems

and create opportunities for continuous improvement. Efficiency increased 17%

based upon 2008 through 2009 metrics. Gain in 2010 was 8% and 9% th rough 2012.

• L iaise between AlliedBarton and customers developing a “t rusted advisor”

relationship.

AlliedBarton Security Services, Arlington, VA 22206

2007 - 2010

Operations Manager

• Led Operations, Standards Enforcement, Administrative and Financial Management for major contracts.

• Determined staffing; assist recruiters in identifying, interviewing and hiring quality candidates.

• Developed staff technically and professionally through mentoring, coaching and performance management

• Communication of policies, announcements and company information through appropriate means at each site.

• Coordinate and/or conduct site-specific OJT, client-specific training, and annual refresher training for security

personnel, as well as meet AlliedBarton’s corporate training standards.

• Reconciled accounts, purchasing, security logs and training and compliance audits for customer meetings.

• Led participatory client meetings monthly and as needed.

• Negotiated realistic deadlines for required services.

• Administer site safety program, workers’ compensation and r isk management programs as appropriate to the site

and Corporate procedures.

• Participate in unemployment hearings.

• Analyze, Develop and Manage annual budget and meet account financial goals. Ensured Client understanding of

charges.

DRS Technologies, Alexandria, VA

2006 - 2007

United States Capitol Police – Headquarters Communications Division

Security Control Team Leader

• Oversaw Security Control Operators to ensure immediate response to all alarms received.

• Prepared critical reports, daily alarm logs, and completed other compliance activities.

• Leadership for monitoring alarms for all buildings on Capitol Hill and off site locations via several applications

i ncluding the C*Cure 800, Aegis mapping, Duress, Closed Circuit Television (CCTV), Stentofon, Loronix, Phillips

Cam and Computer Aided Dispatch (CAD)

• Managed staff that monitored over 1400 camera locations and 5,000 alarm points.

Cushman and Wakefield

2002 – 2006

Discovery Communications – World Headquarters, S ilver Spring, M D

Security, Emergency and Safety Supervisor

• Developed and maintained emergency response procedures. Exercised plans through tabletop exercises and drills.

• Incident Commander and liaison between City/County Administration, Fire Officials, and Discovery executives.

• Led development of budgets, drills and audits for US locations. Completed and audited with 100% participation at

a ll US locations.

• Instituted “Grab-N-Go” bag for safety and security incidents allowing employees and customers the necessary

essentials to evacuate the building and leave the area. Site specific emergency materials developed and

p romulgated for all US locations.

• Developed and implemented emergency standards and supplies for all US locations to include Emergency Supply

C losets developed in each location.

• Enhanced safety program by developing requirements and recommending providers to enhance the safety

p rogram.

• Manage the AED on-line maintenance program, which includes the replacement of supplies for all 14 US locations.

• Responsible for Discovery Communications, Inc. (DCI) Safety Committee meetings.

P revious Employment

Di rector of Security – ACSS/ABM Security Services, Los Angeles, CA

1992-2000

EDUCAT ION

Bachelor of Science - Cheyney State College, Cheyney, Pennsylvania

M I L I TARY SERV ICE

UNITED STATES ARMY/Military Police Officer

ASSOCIAT IONS/CERT IF ICAT IONS/AWARDS

ASIS Vice Chairman of the Southern Maryland Chapter 2013

Commonwealth of Virginia Private Security Training General Instructor Certificate

Account Manager of the Year Mid-Atlantic Region 2009

United States Army Mili tary Police Officer - Achievement Medal, Good Conduct Medal

and Commendation Medal

WASMA -Washington Area Security Manager’s Association, BOMA - Building Office

M gmt. Assoc., AOBA - American Office Bldg. Assoc.

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