Customer Service Security Officer
Resume:
James M. Melvin
Philadelphia, PA 19119
ady5sz@r.postjobfree.com
267-***-**** – cell
215-***-**** – home
QUALIFICATIONS
• Strong interpersonal skills resulting in exceptional rapport with people. Proven success in initiating, promoting, and maintaining strong interpersonal relations. Able to deal courteously, professionally, and tactfully with the general public in a variety of circumstances.
• Strong lead manager with the ability to build and work collaboratively in a strong team concept environment, and independently.
• Well-developed skills in prioritizing, organization, decision-making, time management, and verbal/written communication skills.
• Experience in developing and managing partnerships with vendors.
• Experience in developing protocols and process
WORK EXPERIENCE
Account Manager, Valet Parking, TOWNE PARK, LLC, Philadelphia, PA, September 2022 to Present
• Manage Operational functions of valet and self-parking for specific site (Sheraton Hotel, Philadelphia).
• Manage revenue and ensure the expenditures and income are on budget,
• Supervise the parking attendants and Assistant Manager to ensure that all levels of customer service are consistently met.
• Create weekly schedules to ensure adequate coverage of parking attendants.
• Manage monthly accounts for residents and employees of the Sheraton.
• Manage training, development, evaluations, scheduling, and all operational details for direct reports.
• In conjunction with Assistant Manager, conduct monthly hazardous surveillance checks of parking facilities to enure the parking garage is safe and secured.
• Oversee cleanliness, maintenance, operational & staffing efficiencies, and traffic flow.
• Respond to all investigations, customer requests and feedback in a timely manner and update process improvement log.
• Manage parking spaces, including assurance of appropriate space allocation and use, assessment of current and future needs and compliance with regulatory guidelines.
• Additional duties as required and assigned by Regional Manager. Operations Manager, Parking and Transportation, CHILDREN’S HOSPITAL OF PHILADELPHIA, Philadelphia, PA, March 2006 to August 2022
• Manage Operational functions of CHOP parking and a budget of $7.5 million.
• Supervise the CHOP parking attendants and leads to ensure that all levels of customer service and iCare values are consistently met.
• Develop standard operating procedures for all parking operations including processes for internal and external customers.
• Ensures equipment and software are operating correctly.
• Manage training, development, evaluations, scheduling, and all operational details for direct reports.
• In conjunction with team, conduct monthly hazardous surveillance checks of parking facilities to assure the parking garages are safe and maintained.
• Oversee cleanliness, maintenance, operational & staffing efficiencies, and traffic flow.
• Respond to all customer requests and feedback in a timely manner and update process improvement log.
• Manage parking spaces, including assurance of appropriate space allocation and use, assessment of current and future needs and compliance with regulatory guidelines, in collaboration with the Facilities team.
• Meet with transportation contractors regularly to review operating results, and adherence to customer service standards.
• Oversee the auditing, revenue tracking and calculation of city parking taxes,
• Conduct quarterly price comparison surveys with area garages,
• Maintain accurate count of employee allocation and waitlists.
• Ensure smooth transition and training of employees on the new Designa system
• Draft letters, memos, and recommend changes in parking, as necessary.
• Created maps, directional information, and shuttle timetables.
• Recommend and create innovative Parking programs to accommodate a diverse group of parkers.
(Handicap, cyclist, public transportation commuters, etc.)
• Identifies and secures executive sponsorship, project champions, key stakeholders, and project team members, as needed
• Collects external benchmarking and internal data, performs process and workflow mapping, assess organizational, operations, IT and human systems to diagnose situations in support of data-based decision making
• Additional duties as required and assigned by supervisor Lieutenant, Security, CHILDREN’S HOSPITAL OF PHILADELPHIA, Philadelphia, PA, October 2000 to February 2006
• Oversee the daily operations of the Security Department.
• Maintains constant dialogue with shift supervisors.
• Evaluates scheduling and deployment of personnel.
• Directs hiring committee members with a structured interview process for all supervisors and officers.
• Directs time and attendance.
• Oversees bi-weekly payroll sheets for all full-time and part-time employees supervised.
• Documents attendance issues in writing and reports related problem to the department head.
• Maintains departmental personnel files.
• Recommends new policies and procedures to reflect organizational changes and departmental need.
• Completes and submits annual performance appraisals for subordinates in a timely manner.
• Develops improvement plans for subordinates whenever a performance problem exists.
• Develops rewards and recognition program for good performance. Sergeant, Security, CHILDREN’S HOSPITAL OF PHILADELPHIA, Philadelphia, PA, September 1997 to September 2000
• Ensures that Security Officers are “on post” and are meeting both job description and post requirements.
• Always acts as the “charge officer” at any location and reports problematic situations to the Lieutenant/Assistant Director.
• Has the principal responsibility to provide a formal method of communicating conduct problems to management consistent with established rules of conduct.
• Performs on-going coaching and counseling of officers to ensure officers are meeting expectations of the department and hospital.
• Projects in advance security assignments for assigned shift to provide optimum security coverage.
• Ensures that officers prepare a security incident report for all security complaints and incidents, and that the written record are submitted before the end of the shift.
• Reviews all incident reports prepared by officers on shift for completeness and accuracy.
• Monitors and schedules use of officers’ PPL time.
• Periodically checks patient care areas for security violations, unauthorized persons, and dangerous conditions.
• Reports any security concerns from respected shift in writing to the Lieutenant/Assistant Director. Security Officer, CHILDREN’S HOSPITAL OF PHILADELPHIA, Philadelphia, PA, May 1995 to August 1997
• Performs security duties either at a fixed post, or while making rounds of hospital buildings and grounds.
• Reports all problems and emergencies to immediate supervisor, and documents security incidents with a written report and daily activity logs.
• Confirms that all vendors and contractors are authorized to be on the property and have been signed in.
• Ensures that all visitors comply with the Enterprise’s rules and regulations.
• Escorts all unauthorized persons from the hospital campus.
• Provides escort with service and friendly demeanor to reinforce comfort level.
• Appropriately screens all persons entering any visitor designated parking lot.
• Assists employees, patients, and visitors with any parking related issue. Security Officer, PENN TOWER HOTEL, Philadelphia, PA, November 1990 to April 1995
• Performs security duties either at a fixed post, or while making rounds on the floors of the hotel
• Reports all problems and emergencies to immediate supervisor, and documents security incidents with a written report and daily activity logs.
• Confirms that all guests, vendors, and contractors are authorized to be on the property and have been signed in.
• Escorts all unauthorized persons from the hospital campus.
• Provides escort service to guests as needed in a friendly demeanor. Lance Corporal, UNITED STATES MARINE CORP, Camp Lejeune, NC September 1986 to October 1990
• Served as the primary deployment force of the United States.
• Trained to be prepared for immediate action on land, on sea, or in the air.
• Always presenting the qualities of honor, courage, and commitment at home and abroad.
• Secure the field of battle for approaching allies and move on to complete the next objective.
• Representing the United States around the world, while engaged in humanitarian aid or engaging in direct combat with a threatening oppositional force.
• Worked as a part of the team to accomplish all assigned tasks.
• Assumed leadership responsibilities when called upon to do so. EDUCATION
Temple University, Philadelphia, PA, Bachelor of Arts Degree in Criminal Justice, 1998 SPECIALIZATIONS
• Knowledgeable and skilled in McGann, ParkingSoft, and T2 Systems
• Knowledgeable and skilled in C-cure Access Control System PERSONAL AFFILIATONS
• Deacon for the Rock of Ages Evangelistic Church since 2001
• Executive Officer for the Germantown Unit of the Young Marines since 2010
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