Beatriz Davis
Sydney,Australia
Summary
Highly-motivated individual with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
National Service Delivery Manager
MSS Security
Sydney, Australia
03.2023 - Current
- Effectively managed staff, manning levels, roles & functions of the Operations Centre while ensuring exceptional service.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Oversaw daily operations of service delivery team, enhancing productivity and efficiency.
- Developed training programs for team members to enhance skills and service delivery capabilities.
Service Delivery Team Leader - NSW
MSS Security
Sydney, Australia
01.2017 - 02.2023
- Executed roster management by providing cost-effective and efficient shift coverage as per contract guidelines.
- Collaborated with clients, supervisors, business managers, and security officers to promptly resolve operational and staffing concerns.
- Provided technical guidance and training to team members on product knowledge and best practices.
- Monitored daily operations of the service delivery team to ensure compliance with company policies and procedures.
- Resolved escalated customer complaints by providing appropriate solutions within established timelines.
- Maintained positive working relationship with fellow staff and management.
Operations Coordinator
International Health and Medical Services
Sydney, Australia
11.2012 - 01.2017
- Maintained accurate record-keeping for all operational activities.
- Resolved customer service issues in a timely manner.
Security Officer
Vicat Pty Ltd.
Sydney, Australia
07.2007 - 07.2012
- Monitored security systems and access control to Data Centers across the APAC region.
Operations Communications Assistant
Ambulance Service of New South Wales
Eveleigh, Australia
11.2007 - 09.2011
- Received and processed incoming telephone calls, including emergency calls from the public seeking ambulance assistance
- Handled inbound calls from health care organizations regarding routine ambulance bookings and general inquiries about the Ambulance Service
- Maintained high quality service standards with 100% compliance in customer service.
Patient Transport Officer
Ambulance Service of New South Wales
Sydney, Australia
02.2006 - 11.2007
- Transported non-emergency patients among various health care facilities and private residences
- Liaised consistently with ambulance and healthcare professionals, patients, and the general public in a professional manner.
Education
First Aid Certificate -
St John Ambulance
Sydney, Australia01.2023
Australian Government Negative Vetting Level 1 Security Clearance -
Australian Government Security Vetting Agency
01-2017
Diploma of Business Administration -
St Patrick’s Institute of Education
Sydney, Australia01.2012
Certificates II and III - Security Operations
Australia Concert and Entertainment Security Pty Ltd
Sydney, Australia01.2008
Certified Emergency Medical Dispatcher -
International Academy of Emergency Medical Dispatch
01.2007
Certificate III - Non-Emergency Patient Transport
Ambulance Service of New South Wales
Sydney, Australia01.2006
Certificate III - Security Operations
Secta Training Academy
Sydney, Australia01.2006
Bachelor’s degree - Communication and Language
Pontifical Javeriana University
Bogotá, Colombia01.1998
Skills
- Cultural awareness
- Bilingual
- Ability to work under pressure
- Attention to detail
- Workload Management
- Relationship building
- Effective listening and communication
- Customer Satisfaction
- Client Relationship Management
- Performance Improvement
- Incident Investigation
- Solutions Development
- Case Documentation
- Mentoring and training
References
Available on request.
Timeline
National Service Delivery Manager
MSS Security
03.2023 - Current
Service Delivery Team Leader - NSW
MSS Security
01.2017 - 02.2023
Operations Coordinator
International Health and Medical Services
11.2012 - 01.2017
Operations Communications Assistant
Ambulance Service of New South Wales
11.2007 - 09.2011
Security Officer
Vicat Pty Ltd.
07.2007 - 07.2012
Patient Transport Officer
Ambulance Service of New South Wales
02.2006 - 11.2007
First Aid Certificate -
St John Ambulance
Australian Government Negative Vetting Level 1 Security Clearance -
Australian Government Security Vetting Agency
Diploma of Business Administration -
St Patrick’s Institute of Education
Certificates II and III - Security Operations
Australia Concert and Entertainment Security Pty Ltd
Certified Emergency Medical Dispatcher -
International Academy of Emergency Medical Dispatch
Certificate III - Non-Emergency Patient Transport
Ambulance Service of New South Wales
Certificate III - Security Operations
Secta Training Academy
Bachelor’s degree - Communication and Language
Pontifical Javeriana University
Similar Profiles
Habib ShoukatHabib Shoukat
Security Officer at MSS SecuritySecurity Officer at MSS Security
Tehmina Adil AwanTehmina Adil Awan
Customer Service and Security Officer at MSS SecurityCustomer Service and Security Officer at MSS Security
Azhar DanishAzhar Danish
Security Officer at MSS SecuritySecurity Officer at MSS Security
Jason BottomleyJason Bottomley
Security Guard at MSS SecuritySecurity Guard at MSS Security
Luke BilobrkLuke Bilobrk
Client Advisor at PradaClient Advisor at Prada