Ramisa Alam
Control Centre Operator
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About
Results-driven operations and customer service professional with 7+ years of experience across control centre operations, security dispatch, customer service, sales, banking and team support. Experienced in real-time incident coordination, alarm monitoring, guard/site communication, incident reporting, scheduling, SOP compliance and high-pressure problem solving. Known for calm, professional communication, accurate documentation and supporting teams in fast-paced environments.
Experience
Control Centre Operator - GardaWorld – Western Canada Control Centre (WCCC) - Calgary, AB
(2026-03)
- Monitor and coordinate security operations across Western Canada, serving as a central communication point for guards, sites and supervisors.
- Handle real-time calls, attendance verification, dispatching, alarm-related activity and incident response while following established SOPs.
- Coordinate short-notice coverage, schedule issues, site checks and relief requirements, communicating with guards, mobile personnel and field management.
- Prepare clear and accurate incident reports and operational notes, documenting events, actions taken and follow-up requirements.
- Prioritize multiple time-sensitive issues while maintaining calm, professional communication with agents, clients and internal teams.
- Escalate incidents appropriately and support operational continuity during overnight and high-pressure shifts.
Sales Representative - Rogers Communications - Calgary, AB
(2024-05 - 2026-01)
- Provided customer service and resolved customer inquiries and concerns promptly and professionally.
- Used consultative selling to explain products and services, generate interest and consistently work toward sales targets.
- Participated in mentorship activities and supported new employees with sales training and tablet/interface learning.
Banking Advisor - RBC Royal Bank - Toronto, ON
(2022-12 - 2023-10)
- Assessed client needs and recommended appropriate banking products and financial options.
- Processed customer transactions, account setup charges and client-initiated requests accurately.
- Educated customers on banking products, features and benefits while maintaining strong client relationships.
Customer Service Representative / Team Leader - CBV Collection Services
(2021-02 - 2022-02)
- Provided floor support to customer service representatives and communicated process updates to the team.
- Escalated customer feedback and operational concerns to leadership.
- Handled customer inquiries with professionalism, accuracy and empathy in a high-volume environment.
Payments & Rewards Sales Representative - President's Choice Financial
(2020-08 - 2021-01)
- Promoted daily banking and credit products while working toward performance targets.
- Explained financial products and statements and processed payments and account updates accurately.
- Trained and mentored new sales representatives.
Customer Care Advisor - Concentrix – Chrysler Automobile
(2019-08 - 2020-06)
- Handled calls regarding recalls, service campaigns, reimbursement requests, warranties and coverage inquiries.
- Troubleshot Uconnect system issues and used online resources to resolve customer concerns.
- Documented customer interactions and provided clear guidance on next steps.
Education
Associate of Applied Science - Mechanical Engineering Technology - St. Clair College (2021-01)
High School Diploma Coursework - Fordham Leadership Academy – New York (2018-06)
