CUSTOMER SERVICES - GREAT CANADIAN RESORT
(2025-01 - 2026-01)
- identifying customer needs
- designing and delivering service to meet those needs
- seeking to meet and exceed customer expectations
- seeking feedback from customers
- acting on feedback to continually improve service
- communicating with customers
- having plans in place to deal with service problems
Security Control Centre Operator - CONDOR SECURITY
(2023-01 - 2024-12)
- Provides first-line direction to in-house security staff, as well as reinforces expectations to contracted security staff on a shift basis, including deployment, scheduling and participation in first-line discipline
- Monitors the site operated facilities through various remote systems to ensure emergency alarms (access control systems, camera alarms, duress, intercom, elevator, wellness and intrusion burglary
- Ensures fire alarms are acknowledged and responded to promptly with follow up
- Prioritizes and dispatches the appropriate response personnel security guard
- Dispatches, monitors and provides real time information and guidance to Monitors multiple computer screens, phone lines, intercoms, alarms, cameras, etc. simultaneously
- Verifies authority and programs access cards and security systems as required, including but not limited to the removal/addition of access, running reports and completing data backups for various systems in accordance with policy and procedures. References access control systems to ensure identification
- Assists in developing Control Centre work plans, policies and procedures and ensures their maintenance, adherence
- Ensures well versed in and adheres to the Security Control Centre policy and procedures, as well as general Corporate Security and site-specific policies and procedures
- Makes appropriate emergency and routine notifications according to Corporate Security and site policy and procedures
- Completes daily logs, incident reports and dispatch logs, etc., inputting information into relevant systems for statistical and future reference and following up as required
- Monitors, maintains, tests and troubleshoots security systems and alarms and maintains testing logs and calendars
- Initiates, maintains and follows up on various service requests for security systems and liaise with the security system technicians and contractors when required
Security Control Room Operator - ISMAX SECURITY LTD
(2018 - 2020)
- Communication and Coordination: Effective communication and coordination are essential components of a security control room's operations. Operators liaise with security personnel on the ground, law enforcement agencies, and other relevant stakeholders, ensuring seamless information flow and collaborative efforts during critical situations
- Record Keeping and Reporting: Maintaining accurate records and generating comprehensive reports are vital responsibilities of security control room operators. They document incidents
- Access Control Management: Many security control rooms oversee access control systems, granting or denying entry to authorized individuals based on established protocols. Operators ensure the proper functioning of these systems and monitor access logs to detect and address any unauthorized access attempts
- Monitoring and Surveillance: Security control room operators are tasked with continuously monitoring various security systems
- Incident Management and Response: In the event of an incident or emergency, security control room operators play a crucial role in coordinating and executing appropriate response measures. They assess the situation, dispatch security personnel or emergency services, and provide real-time guidance to ensure the safety of individuals and the protection of assets
- Ensuring employees have identity verification and that unauthorized people cannot enter the workspace without guest passes or other credentials
- Monitoring video surveillance for any unusual activity in locations around the office
- Performing security procedures such as metal detectors or bag checks
- Educating staff on proper security procedures and requirements
- Performing routine inspections of specific areas
- Communicating with local enforcement about any incidents and ensuring local and federal security compliance
- Preventing criminal activity or detaining suspects who they find stealing, damaging property, or performing other crimes
