Security Operations & Delivery Management Professional

Rosendo Diaz

Humble, TX ***** 281-***-**** *******.*****@*****.***

Professional Summary

l am a dedicated mana ement professional with expertise in sales, customer service, security, operations planning,

performance improvement and project management. Able to work in a fast paced work environment while learning new

skills that will benefit both my employer and my own growth and success.

Work Experience

Independent Contractor/Driver

Self employed Houston, TX

May 2024 to Present

·Independent Contractor/ Courier/Delivery Driver

· Deliver goods, packages and people.

·Provide excellent customer service.

·Maintain a high level of integjrity and professionalism.

·Respect clients/customers time by being punctual.

·Operates vehicle in a safe manner and obeys all traffic laws.

District Manager

Securitas Security Services USA,Inc. Houston,TX

January 2020 to January 2024

·Managing a book of business with 20 accounts,approximately 4,000 weekly man hours.

·Managing the day-to-day operations,hiring,staffing,onboarding,scheduling,and payroll.

·Train and develop officers to perform their duties to the best of their abilities.

·Conduct investigations of officer misconduct,adninister discipline and terminations.

·Develop good working relationships with current and new potential clients

·Meet with clients and officers monthly to ensure client satisfaction and officer performance.

·Perform security threat assessments and provide proven security measures that meet the client's needs.

·Create timely and accurate invoices,assist in collections and issuing credits when necessary

·Assist our Business Development Manager with new client presentations and proposals.

Notable Achievements

o Successfully negotiated rate increases in 2021,2022,and 2023

o Successfully negotiated multiple contract renewals

o Increased our security plan and services for several clients.

o Maintained acceptable unbilled overtime hours of under 2%.

o Consistently received annual bonuses for performance and year-over-year growth.

Quality Assurance/Sales and Retention Manager

Houston Harris Division Patrol Houston, TX

2019 to 2019

·Management of Account Managers, Schedulers and office personnel.

·Generating and presenting proposals for new security contracts

·Meeting with clients to ensure satisfactory execution of security contracts

·Investigating complaints of officer misconduct and other incidents.

·Scheduling of officers and proc essing payroll for assigned accounts.

·Updating of the Employee Handbook and disciplinary procedures.

Field Operations Manager /Account Manager

AlliedBarton/Allied Universal Houston, TX

2016 to 2019

·Recruiting,staffing and training of qualified candidates

·Complete advanced scheduling and reconcile hours worked weekly.

·Conduct random site visits and officer inspections.

·Investigate vehicle accidents, conduct officer investigations and administer discipline.

· Create subcontractor invoices,complete expense reports and process payroll weekly.

·Meet with clients to review officer performance and expectations.

· Develop and review Post Orders and Job Safety Analysis

Notable Achievements

· Recognized for consistently keeping overtime levels below the company goal of 2%.

· Planning and coordinating of security operations for special events.

· Successful contract renewal with the Houston Metro Transit Authority Account.

· Assisted with the Emergency Response Operations during Hurricane Harvey.

· Awarded Project Manager of the newly acquired Austin Capital Metro Transit Account.

Retail Store Manager

Sprint Authorized Retailer Houston,TX

2014 to 2016

·Oversaw client relations,new account development,and customer services

·Supervised administrative functions,inventory,cash flow,merchandising,and operations.

· Conducted ongoing staff development and personal growth planning for employees.

·Developed innovative and effective marketing.

·Consistently exceeded store sales quotas.

Notable Achievements

Built an award winning team

Increased the store's gross profit by more than 50 %.

Raised the V.O.C.(Voice of the Customer) score above the company standard of 90%.

Frequently recognized for exceeding all company metrics.

Received multiple World ClaSs Achievement awards.

Retail Sales Representative

T-Mobile Houston, TX

2008 to 2014

·Performed opening and closing duties, inventory control,cash counts, preparing deposits and store readiness

·Obtained significant business by delivering presale presentations and offering complete solutions

·Processed customer payments, returns and exchanges

·Delivered outstanding customer service and great store experience

·Exceeded key performance objectives that included sales and customer satisfaction goals

Jailer/Deputy/Investigator

Harris County Sheriff's Office Houston, TX

1997 to 2007

·Maintained care, custody and control of inmates and facilities.

·Answered calls for service while enforcing State and traffic laws

·Served the community through proactive policing.

·Conducted initial and fobllow-up investigations.

·Make arrest,file charges and provide courtroom testimony

· Generated reports and monthly activity longs.

·Field Training Officer-Trained newly assigned patrol officers.

·T.E.C.L.O.S.E.Certified Instructor

· Conducted undercover investigations.

·Prepared monthly expense reports

Sergeant

Texas Department of Criminal Justice Houston,TX

1994 to 199

·Maintained care,custody and control of inmates

· Supervised inmates during work,recreation,education and public visitation.

·Provided interior and exterior facility security.

·Conducted offender and officer investigations

·Supervised officers and maintained adequate staffing levels.

Education

General Lines Agent- Life, Accident,Health & HMO (License)

Xcel Solutions Remote

August 2024 to September 2024

License

Security Academy of Texas

2016

Certification in Law Enforcement Technology

Rio Salado Community College

2000 to 2001

Criminal Justice

San Jacinto Community College

1994 to 1997

High School Diploma

Channelview High School

1986 to 1990

Skills

Leadership Experience Outlook Field Service Tine management Team building Insurance

Sales Management Oral Communication Mobile devices Professionalism Law Enforcement

Operations Customer service Excellent written Recruiting Instructor Scheduling GPS

Quality Assurance Microsoft outlook Sales Experience Windows xp Attention to detail

Certifications and Licenses

Texas driver's license

May 2018 to May 2023

Class C driver's license

Texas Department of Insurance General Lines Agent

October 2018 to May 2020

Life,accident,health and HMO sales license.

Level IIl and IV Texas Private Security License

March 2016 to April 2020

Level Ill (commissioned/armed)security license.

Level IV (personal protection officer) security license

Additional Information

Authbrized to work in the US for any employer

SKILLS, ABILITIES, AND KNOWLEDGE

Computer knowledge: MSWord,Windows XP,Microsoft Outlook & other internet applications

Proficient in WinTeam and iCIMS operating systems

Able to operate most fax machines,dijital scanners,and copiers

Operations,time management and effective leadership

Excellent written and oral communication skills

Recruiting,team building and scheduling

Works well under pressure while meeting statutory deadlines of assigned projects

Vast knowledge of Law Enforcement and investigations

Former certified T.C.L.O.S.E.Instructor

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