Robert Kennedy
Sydney,NSW
Summary
I’m looking to gain full time employment with an organisation where I can build a rewarding career, utilising my interpersonal and communication skills as well as my extensive customer service experience. I hope to secure a challenging position where I can contribute to the growth of both myself and the organisation.
Security-focused and diligent Guard skilled at protecting personnel and premises. Responds and acts appropriately to situational assessments, including criminal acts and fire and medical emergencies remaining alert, attentive and vigilant at all times. Anticipates trouble and takes steps to intervene and diffuse using keen eye for detail.
Overview
25
25
years of professional experience
Work History
Security Guard/ Rover
Glad Security PTY LTD
08.2024 - Current
- Conduct security patrols throughout the public domain and the Parramatta Square retail areas
- Writing detailed incident reports, maintain daily activity reports
- Responding to emergency situations requiring security assistance
- Screening visitors and contractors in an efficient manner to ensure security whilst having a minimal impact to the client
- Giving information and directions to the general public when roaming around the public domain
- Supporting the loading dock operations
- Check for unsafe conditions, OH&S hazards, unlocked doors, and security violations and reporting any issues to the security controller
- Report suspicious activities and persons and remaining vigilant when it comes to a potential breach of premises/ security in relation to terrorism
- Working effectively in a team-based environment whilst also being confident to work autonomously
- Liaising with building management and tenants on a daily basis
Security Guard/ Rover
E Group Security PTY LTD
02.2017 - 08.2024
- Conduct security patrols throughout various high-rise office towers including external areas
- Writing detailed incident reports, maintain daily activity reports
- Responding to emergency situations requiring security assistance
- Screening visitors and contractors in an efficient manner to ensure security whilst having a minimal impact to the client
- Giving information and directions to the general public when roaming around the public domain
- Check for unsafe conditions, OH&S hazards, unlocked doors, and security violations and reporting any issues to the security controller
- Report suspicious activities and persons and remaining vigilant when it comes to a potential breach of premises/ security in relation to terrorism
- Working effectively in a team-based environment whilst also being confident to work autonomously
- Liaising with building management and tenants on a daily basis
Customer Service Officer
Credit Corp Financial Services Pty Limited trading as Wallet Wizard
07.2015 - 07.2016
- Making outbound calls to customers and third party contacts
- Handling of documents and document management
- Logging all phone calls in Call Management System that tracks and trends different call types
- Supporting customer verification checks for Loan Verification Officers
- Assisting with customer satisfaction surveying
- Assisting with other customer experience initiatives
- Displaying honesty and an ethical approach to all work in everything I do
Security Personnel
E Group Security PTY LTD
03.2009 - 02.2015
- Crowd control at Street Events/Parades, NRL/Soccer games, Dance Parties & Concerts
- Customer Service/Concierge work at RSL & Leagues Clubs and Corporate buildings
- Management of staff at events
- Experience in the monitoring room at Parramatta Leagues Club – working with CCTV camera’s using the PELCO System and the monitoring of Fire Doors using the Force field system
- Writing of daily reports and incident reports where required
- Providing a high level of customer service face to face to the general public
Account Coordinator
Optus Pty Ltd
08.2007 - 09.2013
- Act as the Tier 2 point of contact for all Optus Service Providers regarding their operational and technical issues across all of the Optus mobile products and systems as well as providing administrative support
- Provide phone and email/administrative support to Optus Service Providers for Wholesale products, services and systems
- Log all phone calls in the Customer Management System that tracks and trends different call types
- Identify and log all network/system problems with the Optus IT support department as appropriate as well as identifying trends for issues/call drivers for service provider coaching
- Liaise and build a high level of rapport with all the Optus service provider’s personnel on a daily basis
- Act as support for the other Account Coordinators during periods of annual leave and as such keeping abreast of all major issues for each service provider including the monitoring of the relevant drop boxes
- Liaise with Industry Services Sales, Marketing, Billing, Mobile Operations, Incident Coordinators, IT Service Desk and other relevant internal work groups to ensure all service providers receive a high quality customer service
- Continual streamlining of internal processes and creation of adequate documentation
- Work as a team member to create value and take ownership for the customer experience end-to-end
Customer Service Representative
Optus Pty Ltd
10.1999 - 08.2007
- Spoke to Optus Mobile customers on a daily basis, helping with billing enquiries, rate plan information, coverage enquiries, hardware issues and sales enquiries
- Participated in quality assurance to further develop Customer Service standards within the Optus Mobile Division
- Offered quality feedback to Representatives and Team Leaders to help identify coaching trends and areas of improvement
- Assessed and followed up on customer’s accounts, organising payment arrangements and following through with overdue accounts
- Assisted in the training of new employees at the initial time of employment and the ongoing coaching to further enhance their skills
- Assisted other colleagues with coaching, training, and taking escalations from customers
- Acted as a point of contact for my team at various times when needed
- Developed and nurtured strong, profitable relationships with customers
- Ensuring a win/ win outcome is achieved on each and every customer interaction that benefited Optus as well as the customer
- Managed a database of approx 1000 customers, maintaining constant communication via telephone, fax and email
Skills
- Superior communication skills
- Strong negotiating skills
- Lateral thinking
- Problem solving
- Strong interpersonal skills
- Customer focused
- Business focused
- Patrolling
- Workplace Safety
Hobbies and Interests
- Meeting new people and working in a collaborative, team environment.
- Leading a healthy lifestyle.
- Keeping up to date with social issues.
- International traveling and immersing myself in different cultures and traditions.
References
Sami Khan, Supervisor, 0415 103 919, Nayyar Rasheed, Security Manager, 0430 989 007, Lewis Tuma, 0488 853 947
Volunteer Experience
Peer Mentor/Counsellor, Friends of Friends Project – Our Lady Of Lebanon Catholic Church, Harris Park, NSW, 11/01/07, 05/01/12, Responsible for keeping myself, and other senior colleagues up to date with new techniques and methods used in counselling across a mixture of disciplines., Scheduling meetings and catch-ups with mentees and reporting on the outcomes of those meetings to my supervisor., Support mentees outside the program with related mental health issues, and provide advice on strategies for self-improvement., Personally involved by assisting and supporting mentees to improve general mental health for rehabilitation, across a variety of issues.
Timeline
Security Guard/ Rover
Glad Security PTY LTD
08.2024 - Current
Security Guard/ Rover
E Group Security PTY LTD
02.2017 - 08.2024
Customer Service Officer
Credit Corp Financial Services Pty Limited trading as Wallet Wizard
07.2015 - 07.2016
Security Personnel
E Group Security PTY LTD
03.2009 - 02.2015
Account Coordinator
Optus Pty Ltd
08.2007 - 09.2013
Customer Service Representative
Optus Pty Ltd
10.1999 - 08.2007
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