Customer Service Agent

BRENT OLDS

**** ***** **., *** * Honolulu HI ****6

850-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Tactical Training & Leadership ~ Government Operations & Security ~ Customer Service & Client Relations A highly decorated individual with superior knowledge of security strategies accompanied by an outstanding ability to lead, train, and develop skilled personnel. A skilled leader with a vast amount of experience in Military, Police, and high threat environments worldwide. Recognized as an individual that navigates challenging and dangerous situations while maintaining focus and discipline. Highly skilled in de-escalation and risk mitigation with focus on customer relations. Additional skills include:

Military Police Training Customer Service Public Safety

Risk Assessment Tactics Instruction Communications

Diplomatic Security Small Team Leadership Training & Development PROFESSIONAL EXPERIENCE

Island Club and Spa Hospitality & Leisure Ala Moana, HI Assistant General Manager 2023 – Present

• Devised monthly schedules for over 30 employees over 3 departments.

• Conducted Payroll for staff as well as hiring and onboarding new employees.

• Monthly sales of appx $20k in new revenue.

Kaimana Beach Hotel Hospitality & Leisure Waikiki, HI Guests Service Agent – Night Audit 2022 – 2023

• Worked with guest services as Beach attendant, Bell Service, and assisted with Concierge regularly to ensure guest’s bikes and boards were accessible.

• Was promoted to Guest Service Agent after 3 months and transitioned into front desk operations where I conducted chekin and out procedures for appx 30 reservations on average daily.

• Worked Night Audit for extended period of time allowing me to learn and understand more of the hotel operations reports and financial as well as being in charge of security and valet during overnight hours Department of State Diplomatic Security Los Angeles, CA Los Angeles Passport Agency 2013 – 2021

• Worked in conjunction with Federal Protective Services (FPS) to ensure building and personnel security during everyday operations, emphasizing good customer interaction and service.

• Ensure the agency and applicants adhere to a strict schedule and appointment system with more than 300 daily applicants..

Worldwide Protective Services High Threat Diplomatic Protection Baghdad, Iraq 2012 – 2013

Provider of professional security and protective services to a wide range of clientele globally.

• Played an integral role in escorting key Department of State Personnel and Principles throughout dangerous and highly volatile areas.

• Collaborated with Iraqi Police, Military, and 3rd party Contractors, ensuring the safety of assigned Principles while utilizing a variety of close protection, motorcade ops, overwatch, threat assessment, route planning, and walking formation strategies.

UNITED STATES MARINE CORP Hawaii MCBH – E5

Military Police Department 2001 – 2011

• Responded to a high volume of calls relating to felonies, misdemeanors, and public safety.

• Provided installation security housing for more than 15,000 personnel. 3rd Battalion 3rd Marines Lima Company – E5 (Afghanistan & Iraq)

• Trained 4th Toai Afghan National Army Soldiers on military doctrine and procedures through 150 hours of classroom instruction.

• Performed mounted patrols over 600 miles through Al-Anbar Province while serving as Convoy Commander; transported UN personnel in support of over 2,000 displaced Palestinians.

• Led squad on 2 TRAP missions and recovered Navy search & rescue and Cobra helicopters. 3rd Battalion 8th Marines Kilo Company – E3 (Iraq, Haiti, & Bahrain)

• Ensured security and stabilized regions through mounted and dismounted patrols, including 2005 polling sites for Iraqi Government Elections.

• Briefed squad and executed all missions and patrols under personal leadership.

• Provided static and personnel security for the residence of Prime Minister of Haiti; deterred local rebels and provided means for United Nations humanitarian aid.

• Conducted maritime anti-piracy force protection for US Naval and Merchant Marine vessels; secured over ten vessels, including oil tankers, cargo ships, and oceanographers.

• Achieved 100% mission success rate while in Bahrain with zero incidents of security breaches. MILITARY HONORS & AWARDS

USMC – Good Conduct Medal 3d Award

Presidential Unit Citation

Armed Forced Expeditionary Award

Global War on Terrorism Expeditionary Medal

Global War on Terrorism Service Medal

Humanitarian Aid Service Medal

Afghanistan Campaign Medal

Iraq Campaign Medal 2d Award

Combat Action Ribbon 3d Award

Certificate of Commendation

NATO Medal – ISAF Afghanistan

Navy Meritorious Unit Commendation

PROFESSIONAL DEVELOPMENT

Worldwide Protective Services (WPS) Department of State (DOS)Certified DOS Weapons Qualifications: Glock 19, M4, M203, AK47, M240B, M249, & Remington 870 DOS Technical Driving Certified, DOS Secret Clearance Military Police Pre-Service Academy

Infantry Squad Leaders Course

USMC Nuclear Biological Chemical Decontamination Course Military Operations in Urban Terrain (MOUT) Instructors Course Martial Arts Brown Belt Instructors Course

CPR/AED/BBP & First Aid Certification Course

Emergency Vehicle Operators Course (EVOC)

EDUCATION

Southern New Hampshire University 2018-2021

Bachelor of Business Administration – BBA Business Administration & Management Cum Laude

Contact this candidate