Led day-to-day operations and client strategy across security and risk.

• Managed operations for high-value client sites; ensured SLA and regulatory compliance.
• Key liaison for clients, vendors, and internal teams.
• Led a large frontline team with mentorship and performance feedback.
• Audits and risk assessments; proactive mitigation.
• Developed training, policies, and workflows to boost efficiency and quality.
• Partnered with HR, IT, Legal to resolve complex challenges and maintain compliance.
• Managed budgets and resource allocation to meet financial goals.
• Used KPIs to identify trends and present recommendations to leadership.

• Operations Management
• Risk Management
• Client Service
• Resource Planning
• KPI Analysis
• Team Leadership
• Process Improvement

Owned SLAs, staffing, training, and stakeholder relationships.

• Implemented training programs, SOPs, and workflow efficiencies.
• Maintained performance dashboards; drove corrective actions.

• SLA Management
• Training
• SOP Design

Scheduling, SOPs, and KPI tracking for multi-site operations.

• Optimized scheduling/dispatch for coverage and response.
• Maintained SOPs aligned with regulatory and industry standards.
• Monitored KPIs to guide improvements and consistency.
• Trained/coached frontline staff for performance and accountability.

• Scheduling
• SOPs
• KPI Monitoring
• Training
• Resource Optimization

Led frontline team, supported development, and resolved issues in real time.

• Helped design and launch a service training program that boosted retention by ~20%.
• Facilitated weekly team meetings and coached team members.
• Handled escalations with root-cause analysis and corrective actions.

• Team Leadership
• Coaching & Development
• Conflict Resolution
• Root Cause Analysis
• Employee Engagement

Customer communications, logging, and escalations as needed.

• Maintained calm, professional presence in high-pressure interactions.

• Customer Service
• Professionalism
• Team Collaboration

Assessments, monitoring, and incident coordination.

• Performed risk assessments and recommended mitigations.
• Investigated security incidents; coordinated with emergency services.
• Monitored access control, video surveillance, intrusion detection.

• Risk Assessment
• Incident Investigation
• Surveillance Monitoring
• Emergency Response
• Threat Mitigation

Prospecting, presentations, and tailored sales solutions across print & digital.

• Expanded customer base via research, outreach, and networking.
• Maintained accurate CRM records for forecasting and decision-making.

• Sales Outreach
• Client Engagement
• Presentation Skills
• Lead Generation
• Digital & Print Media