Sarina Tomruk
Melbourne,VIC
Summary
Experienced Security Guard with a strong Customer Service background. Actively monitor surroundings and guards physical, monetary and personnel assets. Establishes policies and action plans to guarantee success and optimal team performance. Solid history of training team members on standard protocol and procedures. 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
8
8
years of professional experience
Work History
Customer Service Representative
Boral Cement Works
2023.03 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Security Guard Supervisor
Secure Group
2021.11 - 2023.03
- Delivered high-quality customer service when interacting with clients, visitors, or employees requiring assistance from the security department.
- Maintained accurate records of all incidents, daily logs, and personnel files in compliance with industry standards.
- Reduced incidents of theft and vandalism by maintaining a visible presence during patrols and monitoring CCTV systems.
- Enhanced security measures by implementing effective patrol strategies and surveillance techniques.
- Managed scheduling for security guard shifts, optimizing coverage while minimizing overtime costs.
- Conducted thorough investigations into security breaches or incidents, identifying root causes and implementing corrective actions.
- Streamlined communication with team members for improved incident response times and overall efficiency.
- Implemented emergency evacuation drills periodically to familiarize staff with procedures and improve overall preparedness for critical situations.
- Developed crisis management plans to minimize risk during emergencies and ensured the safety of all personnel.
Security Guard Officer
ISEC
2020.04 - 2021.11
- Monitored employee activities, confirming compliance with security regulations.
- Secured personal and company goods against robbery, vandalism and illegal entry.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Permitted entry with escort for approved persons into secure locations.
- Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic doors.
- Contacted law enforcement in case of unauthorized persons, documents and materials.
- Participated in staff meetings, special events and professional development activities.
- Moved throughout facility and among customers to remain aware of developing security situations.
- Reported suspicious activities and persons to law enforcement.
- Drafted reports for government about incidents, accidents and unusual occurrences to document daily activities and irregularities.
Security Guard
Halo
2019.08 - 2020.04
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
- Checked and verified photo identification prior to granting facility access.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Participated in staff meetings, special events and professional development activities.
- Interacted assertively but non-confrontationally with personnel and general public.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Permitted entry with escort for approved persons into secure locations.
- Analyzed and produced course-of-action reports and escalated issues outside scope of expertise to management.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Sales Representative
Red Energy
2019.01 - 2019.07
- Developed and delivered engaging sales presentations to convey product benefits.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Increased sales by offering advice on purchases and promoting additional products.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Enhanced marketing and sales strategies to increase profitability and develop organizational pipeline.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Implemented brand marketing and sales campaigns.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
Quality Control Inspector
La Manna
2017.01 - 2019.01
- Monitored performance and generated reports detailing quality of product and defect rates.
- Streamlined QA processes by working closely with development teams and staying abreast of changing product demands.
- Noted trends in product quality and functionality to determine problem areas and plan for improvements to processes.
- Performed visual inspections and non-destructive tests where appropriate.
- Used tools to inspect quality of products, taking note of functionality, appearance and other specifications.
- Evaluated components and final products against quality standards and manufacturing specifications.
- Completed precise measurements using special tools.
- Monitored production processes to gain understanding of problematic steps and rectify issues.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Communicated with production team members about quality issues.
Education
Bachelor of Arts - Secondary Education
Western Sydney University
Sydney, NSW12.2018
Skills
- Team Leadership
- Security Trained
- Passionate
- First Aid Training
- Detail-Oriented
- CPR Certified
- Customer Service
- De-escalation Techniques
- Cooperative Attitude
- Strong Team Player
Timeline
Customer Service Representative
Boral Cement Works
2023.03 - Current
Security Guard Supervisor
Secure Group
2021.11 - 2023.03
Security Guard Officer
ISEC
2020.04 - 2021.11
Security Guard
Halo
2019.08 - 2020.04
Sales Representative
Red Energy
2019.01 - 2019.07
Quality Control Inspector
La Manna
2017.01 - 2019.01
Bachelor of Arts - Secondary Education
Western Sydney University