Angel Ortiz
Homeland Security Clearance Currently Badged With TSA,Ca
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Senior Ambassador
Clear Plus @ SJC
San Jose, CA
05.2024 - Current
- Assists in reducing security breaches by maintaining vigilance and identifying potential threats in a timely manner.
- Assists team with operational policies and procedures to drive services and enrollment sales
- Provides exceptional customer service, addressing passenger concerns promptly and professionally
- Streamlines checkpoint processes by implementing effective communication strategies among team members.
- Maintains up-to-date knowledge of TSA regulations, ensuring strict adherence to policies and procedures
- Assists in preventing unauthorized access to restricted areas through vigilant monitoring and swift response to violations
- Conducted routine audits of equipment and procedures, recommending improvements for increased efficiency and effectiveness.
- Evaluates new technologies in the field of airport security, recommending appropriate solutions for implementation in the terminals
- Assists in managing crowd control during peak times, ensuring smooth flow of passengers while maintaining high levels of security
- Collaborates with law enforcement agencies to ensure seamless coordination during high-risk situations
- Supports training initiatives for new hires, sharing expertise on best practices in airport security operations
- Participates in ongoing training programs to stay current on industry standards and enhance personal performance
- Discretely observes behavior and demeanor of travelers and staff to screen for suspicious actions
- Attends daily briefings with supervisors to discuss issues with security screening processes
- Develops and maintains positive rapport with passengers and other airport personnel
- Exhibited excellent problem-solving abilities when faced with complex issues related to airport security operations and breaches
Shift Manager
HMS Host International
San Jose, CA
07.2023 - 05.2024
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Exercised composure under pressure and in escalated customer service scenarios.
- Kept accurate and detailed records of personnel progress and productivity.
- Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Scheduled staff to establish adequate coverage during peak business hours.
- Supervised ongoing daily production phases.
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Excelled in every store position and regularly backed up front-line staff.
- Tracked receipts, employee hours, and inventory movements.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Coordinated project workflows for departments.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Coordinated merchandising, promoted new products and increased brand awareness.
Assistant General Manager
Susiecakes Bakery
San Jose, Ca / Menlo Park, Ca
05.2016 - 03.2020
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Mentored and motivated team members to achieve challenging business goals.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Front Office Coordinator
Silver Creek Fitness And Physical Therapy
San Jose, CA
10.2018 - 08.2019
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Collect patient and client documents and information upon referral.
- Created and updated records and files to maintain document compliance.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Entered and maintained departmental records in company database.
- Inventoried and ordered office supplies to maintain availability of products.
- Coordinated with human resources department to handle payroll and personnel databases.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Assistant Shelter Manager
Family Supportive Housing
San Jose, CA
06.2014 - 10.2016
- Supervised programming and administrative facets of temporary homeless shelter for women and children, many with dual diagnoses.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Diploma - General Ed
Andrew P. Hill High School
San Jose, CA05.2002
Skills
- Secured Document Verification
- Passenger Screening
- Threat Assessment/ Behavioral observations
- Sensitive Information Handling
- Time management proficiency
- Conflict resolution
- Attention to detail
- Data Entry
- Travel/ Event Coordination
- Food and Beverage Management
Timeline
Senior Ambassador
Clear Plus @ SJC
05.2024 - Current
Shift Manager
HMS Host International
07.2023 - 05.2024
Front Office Coordinator
Silver Creek Fitness And Physical Therapy
10.2018 - 08.2019
Assistant General Manager
Susiecakes Bakery
05.2016 - 03.2020
Assistant Shelter Manager
Family Supportive Housing
06.2014 - 10.2016
Diploma - General Ed
Andrew P. Hill High School