Customer Service Regulatory Compliance

Peter Koechling

**** *** ********, ***********, ** H9H 2W1

514-***-**** ️ **********@*****.***

Professional Summary

Experienced Screening Manager with a strong background in transportation security, team leadership, conflict resolution, and regulatory compliance. Adept at managing high-performing teams, enforcing safety protocols, and maintaining operational excellence in high-pressure environments. Recognized for diplomatic communication, outstanding customer service, and attention to detail.

Core Competencies

Conflict Resolution & Team Leadership

Regulatory Compliance (Transport Canada & CATSA)

Staff Training & Development

Customer Service Excellence

Emergency & Security Response

Fluent in English and German; Intermediate French & Spanish; Beginner Tagalog

Proficient in Microsoft Word, Excel, Outlook

Professional Experience

GardaWorld Aviation Services – Montréal, QC

Pre-Board Screening Manager

May 2023 – Present

Supervise screening personnel across multiple checkpoints at PET Airport.

Ensure compliance with Transport Canada regulations and company SOPs.

Handle conflict resolution among staff and with travelers.

Collaborate with government officials during inspections and audits.

G4S Security Solutions – Victoria, BC

Pre-Board Screening Manager

June 2015 – July 2022

Developed training materials and operational protocols for new and existing staff.

Coordinated checkpoint operations, morning briefings, and incident reports.

Evaluated staff performance and aligned personnel deployment to operational needs.

Managed customer concerns and ensured timely, peaceful resolutions.

Private Horse Ranch Owner & Manager – Victoria, BC

2004 – 2015

Oversaw care and training of horses and staff.

Designed and implemented training schedules for riders of all skill levels.

Maintained equipment safety protocols and managed vendor relationships with veterinarians and farriers.

Ensured high customer satisfaction and smooth daily ranch operations.

Psychology Clinic – Victoria, BC

Administrative Assistant

Sep 2010 – Mar 2014

Provided planning and logistical support for meetings and events.

Managed executive calendars, travel arrangements, and meeting notes.

Streamlined administrative workflows to enhance clinic efficiency.

Royal Caribbean Cruise Lines – Miami, FL

Translator & Tour Assistant

Feb 2006 – Sep 2009

Translated key safety and service information for European guests.

Assisted in excursion sales and guided multilingual tours.

Supported onboard hospitality and guest service operations.

Celebrity Cruise Lines – Miami, FL

Head Waiter

May 2003 – Jan 2005

Led a diverse service team in delivering five-star dining experiences.

Conducted training sessions, paired wines with meals, and ensured guest satisfaction.

Coordinated service operations and communicated culinary information to staff and guests.

Education

Bachelor of Arts in Business Administration

University of Victoria – Victoria, BC

Graduated: October 2013

Hotel & Restaurant Management Apprenticeship Program

Brenner’s Park Hotel and Spa – Baden-Baden, Germany

Jun 1988 – Oct 1991

Comprehensive training in fine dining, banquet service, front desk, logistics, and hotel advertising.

Certified in food safety and beverage management.

German Language Diploma

Alexander von Humboldt German International School – Pointe-Claire, QC

June 1988

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