Himanshu Patel
Adelaide,SA
Summary
Accomplished Service Support Personnel with a proven track record at MSS Security, enhancing service delivery and customer satisfaction through effective incident management and staff development. Leveraged quality assurance and decisive decision-making to improve team performance and client retention, achieving significant service optimizations. Skilled in professional networking and teamwork, consistently exceeding operational goals.
Overview
5
5
years of professional experience
Work History
Security Supervisor
MSS Security
05.2022 - Current
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Recorded incident reports with detailed accounts of occurrences.
- Screened vendors and contractors before granting access to restricted areas within mall.
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
- Team Member to cover shifts in James Nash House.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Supervised team of 30-35 security personnel during shift.
- Kept team compliant with security protocols and appearance standards.
- Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies, and plans.
- Cultivated relationships with external security vendors to make additional security resources available if necessary.
- Conducted regular security audits and assessments to identify potential security risks and vulnerabilities.
- Responded swiftly to security incidents and effectively resolved security issues.
- Monitored and maintained CCTV and access control systems to protect personnel and assets.
- Collaborated with management to develop security policies and procedures.
Service Support Manager
MSS Security (Secondment)
06.2024 - 07.2024
- Monitored 125 -130 employees and customer interactions to assess quality of service.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Prepared employee schedules for maximum coverage during key hours.
- Coached employees through day-to-day work and complex problems.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
Service Delivery Coordinator
MSS Security
10.2023 - 05.2024
- Provided training on dashboard and package development to team members and management.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Created training materials for new employees to provide information about attendance guidelines.
- Produced and updated documents, reports, and tracking spreadsheets using Rollcall, Workforce Everyday, EMS and People's Planner.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
Security Officer
GMS Staffing Services Pty Ltd
05.2019 - 04.2022
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Monitored CCTV cameras and alarm systems for security breaches.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
Education
Certificate II - CPP20212 Security Operations - (Unarmed And Crowd Controller)
Security License
Adelaide, Australia02.2019
HLTAID003 -
First Aid Certificate With CPR
Adelaide02.2019
Postgraduate Diploma in Banking, Financial Service - Banking, Financial Service, Insurance
The ICFAI University
India06.2008
Bachelor of Commerce - Accounting And Financial Management
The Maharaja Sayajirao University of Baroda
India06.2007
Skills
- Incident Management
- Staff Development
- Service Delivery Optimization
- Quality Assurance
- Work Planning and Prioritization
- Teamwork and Collaboration
- Client Retention
- Problem-Solving
- Customer Service
- Records Management
- Retention Strategies
- Project Management
- Training and mentoring
- Cross-Functional Collaboration
- Decisive Decision-Making
- Documentation skills
- Team Development
- Customer service expertise
- Professional Networking
Timeline
Service Support Manager
MSS Security (Secondment)
06.2024 - 07.2024
Service Delivery Coordinator
MSS Security
10.2023 - 05.2024
Security Supervisor
MSS Security
05.2022 - Current
Security Officer
GMS Staffing Services Pty Ltd
05.2019 - 04.2022
Certificate II - CPP20212 Security Operations - (Unarmed And Crowd Controller)
Security License
HLTAID003 -
First Aid Certificate With CPR
Postgraduate Diploma in Banking, Financial Service - Banking, Financial Service, Insurance
The ICFAI University
Bachelor of Commerce - Accounting And Financial Management
The Maharaja Sayajirao University of Baroda
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