Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cassandra Friend

Litchfield,NH

Summary

Dynamic District Account Manager with a proven track record at Securitas Security Services USA, excelling in customer service and problem-solving. Enhanced district performance through strategic action plans and effective team mentorship, resulting in improved client satisfaction and operational efficiency. Skilled in fostering teamwork and maintaining meticulous attention to detail.

Overview

21
21
years of professional experience

Work History

District Account Manager/Operations Manager

Securitas Security Services USA
01.2025 - 06.2025
  • Mentored junior team members, fostering an environment of continuous learning and professional development within the department.
  • Boosted overall district performance by identifying growth opportunities and developing targeted action plans.
  • Presented regular updates at company meetings on district performance metrics, highlighting successes and areas in need of improvement.
  • Analyzed monthly results and communicated directly with customer organizations about results.
  • Developed comprehensive account reviews, identifying trends and areas for improvement or potential growth initiatives.
  • Maintained accurate records of all account activities, keeping stakeholders informed about progress toward goals and objectives.
  • Established clear communication channels between departments, ensuring seamless collaboration in meeting client expectations.
  • Collaborated with cross-functional teams to ensure cohesive support for clients and timely resolution of issues.
  • Enhanced customer satisfaction, addressing concerns promptly and providing tailored solutions to meet their needs.
  • Built relationships with customers and community to establish long-term business growth.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Assistant Account Manager

Allied Universal Security Services
08.2019 - 01.2025
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Oversaw payroll processing to ensure timely and accurate payments to employees.

Site Supervisor/Floater

Securitas Security Services USA
01.2015 - 08.2019
  • Trained new team members on site policies and procedures.
  • Maintained records and logs of work performed and materials and equipment used.
  • Worked with personnel and managers to meet strict timelines.
  • Oversaw personnel safety and efforts at work site.
  • Implemented best practices and safe operating procedures.
  • Conducted thorough quality assurance checks on completed work, ensuring compliance with industry standards and client requirements.
  • Enhanced site safety by implementing strict safety protocols and conducting regular inspections.
  • Provided clear communication to team members regarding goals, expectations, and individual responsibilities within the project scope.
  • Provided onsite training to help develop employee skills.
  • Maintained strong client relationships, providing regular updates on project progress and addressing any concerns promptly.
  • Investigated and reported on accidents, injuries and near-miss incidents.
  • Achieved high levels of client satisfaction through meticulous attention to detail and proactive communication.

Security Officer

Madison Security Group Inc
08.2012 - 01.2015
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Checked and verified photo identification prior to granting facility access.
  • Reported suspicious activities and persons to law enforcement.
  • Improved overall security by conducting regular patrols and monitoring surveillance systems.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Screened individuals and prevented passage of prohibited articles into restricted areas.
  • Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Managed access control systems efficiently, ensuring accurate records of employee badges for restricted areas were maintained at all times.
  • Created a culture of safety awareness among employees through regular presentations and communication on security issues.
  • Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
  • Monitored CCTV cameras and alarm systems for security breaches.
  • Examined doors, windows and gates to verify security.
  • Worked independently and collaboratively to resolve urgent issues to protect lives and property.
  • Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.

Cashier

Home Depot
02.2011 - 08.2012
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Processed refunds and exchanges in accordance with company policy.
  • Performed cash, card, and check transactions to complete customer purchases.

Cashier

Omaha Steaks
12.2009 - 04.2010
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Stocked, tagged and displayed merchandise as required.
  • Addressed customer needs and made product recommendations to increase sales.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Improved store atmosphere with thorough and prompt cleaning of checkout area.
  • Set up new sales displays each week with fresh merchandise.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Maintained current knowledge of store promotions and highlighted sales to customers.

Cashier

Macys Department Store
03.2009 - 04.2009
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
  • Operated cash register to record transactions accurately and efficiently.

Deli Shift Leader

Hannaford Supermarket
07.2004 - 02.2009
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Trained new team members on proper procedures, fostering a culture of teamwork and accountability.
  • Implemented cost-saving measures to reduce food waste and increase overall profitability.
  • Managed inventory levels, placing timely orders to avoid stock shortages or excesses.
  • Ensured accurate pricing on all items displayed within the deli section through careful monitoring of tagslabels.
  • Improved customer satisfaction by providing efficient and friendly service during busy shifts.
  • Maintained appropriate food temperatures throughout storage and display areas for optimal freshness and safety.
  • Skillfully operated deli equipment, resulting in consistent product quality and reduced waste.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Learned other teammates' work tasks to train as backup.

Education

High School Diploma -

Greater Lowell Technical
Lowell, MA
06-2004

Skills

  • Teamwork
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Reliability
  • Active listening

Timeline

District Account Manager/Operations Manager

Securitas Security Services USA
01.2025 - 06.2025

Assistant Account Manager

Allied Universal Security Services
08.2019 - 01.2025

Site Supervisor/Floater

Securitas Security Services USA
01.2015 - 08.2019

Security Officer

Madison Security Group Inc
08.2012 - 01.2015

Cashier

Home Depot
02.2011 - 08.2012

Cashier

Omaha Steaks
12.2009 - 04.2010

Cashier

Macys Department Store
03.2009 - 04.2009

Deli Shift Leader

Hannaford Supermarket
07.2004 - 02.2009

High School Diploma -

Greater Lowell Technical

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