Brenton P. Johnson
McRoberts Protective Agency Inc. (Maritime Security)
Miramar
1
Language
1
Certification
20
years of professional experience
Support Services professional with expertise in optimizing workflows and enhancing service standards. Skilled in fostering collaboration and adapting to evolving needs, with strong problem-solving abilities and effective communication. Known for punctuality and maintaining an exemplary attendance record.
Work History
Seminole Hard Rock Support Services Supervisor
10 Years 5 Months- Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated.
- Complying with all departmental and company policies including Seminole Gaming business ethics guidelines.
- Maintain confidentiality of all Seminole Gaming trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
- Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
- Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
- Ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
- Selected, trained, coached, and appraised direct reports to reinforce Company’s mission and values.
- Job duties include:
- Trained representatives on call handling, complaint resolution, and customer communication standards.
- Supervised customer care team performance, ensuring consistent service quality and policy adherence.
- Coached staff on de-escalation techniques and effective issue ownership.
- Reviewed customer interactions to identify gaps and improve service consistency.
- Coordinated with cross-functional teams to resolve complex account and billing concerns.
- Implemented workflow adjustments that improved response efficiency and team productivity.
- Prepared performance reports and used feedback to support continuous service improvement.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
- Created customer support strategies to increase agent productivity
Screener
10 Years 11 Months- Provided a warm welcome to passengers during boarding
- Alcohol screening
- Property or Physical bag checks
- Operating an X-Ray machine and walk-through metal detector
- Performed various security duties to ensure safety within the facility
- Monitored for suspicious activity and ensured passenger safety through vigilant observation
- Maintained logs of daily activities to ensure accountability and compliance with security protocols
- (For Royal Caribbean International and Celebrity Cruise Line)
Security Supervisor
1 Year 7 Months- Ensured safety and security of guests and staff in designated areas.
- Fostered positive work relations with PPS employees and Fontainebleau Resort security staff to enhance collaboration
- Responding quickly to emergencies, disturbances, and undesired conduct
- Welcomed patrons, providing assistance with inquiries and directions.
- Maintained a standing position for extended durations to monitor activities.
- Maintaining good work relations with PPS employees and Fontainebleau Resort security staff
- Problem solving and efficient decision making
- Maintained detailed logs of daily incidents and reports to support operational accountability
Security Assistant Supervisor
5 Months- Supervising VIP section and escorting VIPS
- Implemented and upheld facility rules to maintain order
- Enforcing rules
- Observed and monitored incidents, reporting findings promptly.
- Responding to complaints
- Supervised security team and reported incidents to management
- Assisting with removable of disorderly conduct guests
- Addressed guest complaints promptly to enhance satisfaction
- Ensured safety and comfort of guests through proactive engagement
- Assisting with removal of disorderly conduct guests
Sales Associate/ Specialist for David Bitton Clothing Line
1 Year 6 Months- Achieved commission sales in men's shoe department by engaging customers and providing tailored recommendations
- Commissioned Sales in Men's Impulse Department
- Provided customer service by assisting shoppers with inquiries and product selection.
- Communicating product knowledge, promotional events, sales and benefits to
- Reporting suspicious behavior and theft, etc. as it arises
- Executed merchandising strategies to display products attractively in the store.
- Handled cashiering duties by processing transactions accurately and efficiently.
- Sized, organized, and stocked brands to ensure optimal product presentation and availability
- Reporting suspicious behavior and theft, etc as it arises
Event Staff/ Security (seasonal)
2 Years 2 Months- Monitored entry by taking tickets, screening patrons, conducting wanding, and overseeing door operations
- Escorted guests to their designated areas
- Enforced club policies to ensure safety and compliance
- Provided customer service by addressing guest needs
- Performed security duties to protect premises and patrons
Desk Clerk
3 Years 11 Months- Delivered exemplary customer service, enhancing satisfaction for diverse clientele
- Assisted students, University Police, parents, and University staff/faculty with inquiries and needs, fostering a supportive environment
- Secretarial duties (Answering phones, transferring calls, taking messages, etc.).
- Facilitated communication between departments to ensure smooth operations.
Warehouse Worker
1 Year 1 Month- Provided customer support in a retail environment
- Executed packing, stocking, shelving, lifting, moving, pickups, and deliveries to ensure efficient warehouse operations.
- Running a forklift
- Promoted and sold products to customers
Server Assistant
3 Months- Served food and beverages to guests
- Cleared tables and cleaned dining area
- Prepared food and set up for parties to ensure smooth event execution
- Stocking and backroom duties
Education
Bachelors of Arts - Psychology
In process of attaining
HS Diploma
Skills
Advanced computer skills
Property management systems
Windows and MS Office
Experienced in handling reservations or in the casino / hospitality industry
High-volume customer handling
Hospitality reservation management
Team development
Emergency response
Safety compliance
Crisis management
Regulatory compliance
Interpersonal communication
Effective in demonstrating computer skills (beyond basic keyboarding) and understanding of telephone etiquette with high clientele.
High energy
Microsoft Office literate
CPR/AED certified
Security D license holder
Gun license holder
Situational assessment
Ability to multitask and work well as part of a team
Physical dexterity
Takes initiative
Instruction execution
Customer satisfaction
Team leadership
Vigilant and keen observer
Customer service skills
Staff coaching
Performance evaluation
Client support
Certification
CPR/AED certified
Languages
English
Native or Bilingual
Timeline
Seminole Hard Rock Support Services Supervisor
Seminole Gaming (Hard Rock Support Services)
06.2016 - CurrentRead More
Screener
McRoberts Protective Agency Inc. (Maritime Security)
12.2015 - CurrentRead More
Security Assistant Supervisor
Off The Hookah Nightclub and Lounge(VUE)
11.2014 - 04.2015Read More
Security Supervisor
Premier Protective Services
04.2014 - 11.2015Read More
Sales Associate/ Specialist for David Bitton Clothing Line
Macy’s
10.2012 - 04.2014Read More
Event Staff/ Security (seasonal)
Elite Show Services at Sun Life Stadium
01.2012 - 03.2014Read More
Warehouse Worker
Finlay’s Ship to the Caribbean
07.2009 - 08.2010Read More
Desk Clerk
University of South Florida Housing and Residential Education
09.2008 - 08.2012Read More
Server Assistant
Cantina Laredo Mexican Restaurant
05.2007 - 08.2007Read More
Miramar High School
HS Diploma
Read More
University of South Florida
Bachelors of Arts from Psychology
Read More