Akhmed Ilyas

A reliable and professional individual with a strong understanding of safety procedures, risk management, and maintaining secure environments. Experienced in working within commercial settings, with a clear focus on protecting people, property, and assets. Skilled in monitoring premises, engaging with the public, and responding effectively to incidents while maintaining a calm and authoritative presence.

Demonstrates excellent communication skills when liaising with colleagues, stakeholders, and management, ensuring a safe and customer-focused environment at all times. Committed to upholding high standards of service, and now seeking a rewarding and challenging opportunity within a professional and customer-focused team.

Security Officer at Ministry of Defence (2025-09 – Present)

• Ensure site safety and security – Protect Defence personnel, visitors, and property.
• Conduct patrols – Monitor designated areas on foot or by vehicle, ensuring compliance with security protocols.
• Control access – Check credentials, issue passes, and escort visitors as required.
• Perform searches – Conduct thorough security checks on vehicles, baggage, and personnel.
• Respond to incidents – Identify risks, manage security breaches, and escalate as needed.
• Assist employees and visitors – Provide professional and courteous support on-site.
• Monitor security systems – Operate CCTV, alarms, and communication devices.
• Manage traffic and parking – Control vehicle movement and ensure safe site access.
• Report and document – Maintain security logs and complete detailed incident reports.
• Excellent communication and organisational skills, as well as to work independently and as part of a team.

Resource Allocator at Heathrow Airport Limited (2017-01 – 2025-08)

• Allocating roles to 500 Security Officers during the shift across the Airport.
• Motivating and leading the team to deliver great customer service in a difficult and challenging environment.
• Ensuring the right amount of staff are available to meet peak demand.
• Ensuring the Business Health and Safety requirements are met, and the CAA guidelines are always followed.
• Resolving Customer Service issues.
• Assisting in incidents with contingency situations, evacuations and flow processes.
• Follow the daily plan and how challenges of the shift will have an impact on this and to react in a timely and positive manner to any given circumstance.
• Ensuring all the training and any meetings are carried out in accordance to the business needs.
• Making sure Security Officers are continuously patrolling to ensure buildings are secure and potential risks identified.
• Assist on any emergency such as evacuations and fire alarms.
• Helping passengers with questions such directions and airport facilities.
• Logging lost property in accordance to the procedure. Ensuring each item is logged accurately and items stored securely.
• Demonstrated a flexible and helpful attitude, assisting in the smooth running of the operation.
• Always maintained a high professional standard.
• Recorded any incidents in a clear and concise manner.
• Fully trained in accordance with DFT and HAL guidelines.
• Allocating, monitoring and recording the Jetty Patrol, by using the live systems to Security Officers.

Security Officer at Heathrow Airport Limited (2011-01 – 2017-01)

• Proactively screened all people, and items that enter our restricted areas using x-ray machines, other screening technology and hand searches.
• Check ID and/or travel documents for all passengers and staff entering restricted areas.
• Understanding the passengers' needs - especially those with small children - and keep queuing times to a minimum.
• Patrolling the terminal and surrounding areas to ensure buildings are secure and potential risks identified.
• Assisted in emergency situations such as evacuating the terminal building.
• Help people with questions about directions and airport facilities.
• Demonstrated a flexible and helpful attitude, assisting in the smooth running of the airport.
• Always maintained a high professional standard.
• Recorded any incidents in a clear and concise manner.
• Fully trained in accordance with DFT and HAL guidelines.
• Allocating, monitoring and recording the Jetty Patrol, by using the live systems to Security Officers.

Customer Support Analyst at Lebara (2010-10 – 2011-01)

• As an experienced customer service expert, represented the Lebara brand to deliver exceptional customer service with clarity, passion and enthusiasm.
• Clear and concise communication skills (both written and verbal).
• Patient, confident and articulate customer service skills.
• Showed drive and motivation to achieve best results.
• Analysing the Contact Centre activities, recommending, developing and implementing improvements for process and systems where the key focus is to enhance the customer experience.

Support Analyst at NHS Professionals (2009-03 – 2010-10)

• Responsible for the collection and analysis of information into the Service Centre.
• Monitored the performance of the Contact Centre to report / recommend actions to management to ensure that the Centre is running successfully.
• Analysing the Contact Centre activities, recommending, developing and implementing improvements for process and systems where the key focus is to enhance the customer experience.
• Developed procedural /training documentation in accordance with requirements, KPIs and SLAs in the introduction of the Contact Centre.

Service Improvement & Business Analyst at Openreach BT (2006-12 – 2008-12)

• Managed analysts within the PMO, and Service Operations department.
• Responsible for the collection and analysis of information in the Service Project Manager's office. Interface with senior management and key stakeholder management in order to present information to facilitate policy decisions and developed a standard set of reports.
• Proactively conducting research and analysis for business planning and forecasting analysis on the current performance and highlighting any issues which may influence and/or impact upon both short term and long-term performance and project objectives.
• Developed policy, process and procedural documentation in accordance with requirements, KPIs and SLAs in order to bring improvements within Service and Operations. Mapping current processes and resolving any issues that impact on these.
• Developed in depth functional requirements by the process of conducting workshops with stakeholders to assist with the development of key user and technical documents.
• Analysing the Contact Centre activities, proposing, developing and implementing improvements for process and systems where the key focus is to enhance the customer experience.
• Monitored the performance of the CRM application to report / recommend actions to management to ensure that the systems can support the Contact Centre processes and functionality, prepared the process and work arounds for Service to aid in the introduction of the CRM.
• Developed and reviewed the integration, user acceptance and implementation plans and ensured successful implementation of the CRM, carried out post implementation reviews, documenting objectives and success factors.
• Analysing complex data sets from wide and varied sources, both internal and external, using Business Objects, statistical software programmes and techniques. Carried out detailed high-level analysis and carrying out in depth deep root cause analysis.

Business Analyst at Cable and Wireless Access (2004-12 – 2006-12)

• Delivering process and service change in order to bring effective and proven business improvements within Customer Operations I have also worked on various project management assignments.
• Working with project members to ensure the effective implementation of new initiatives, services, systems, products and other changes.
• Analysing the current contact centre activities, propose, develop and implement improvements for process and systems where the key focus is to enhance the customer experience.

– University of Portsmouth (2001-10 – 2004-06)

A-Levels – St Joan of Arc RC School (1998-09 – 2001-06)

GCSE – St Joan of Arc RC School (1993-09 – 1998-06)