Cassandra Thomson
Hyatt Regency Hotel
BROOKLINE,Massachusetts
1
Certification
14
years of professional experience
Public Safety Officer with 15+ years of security and public-safety leadership across healthcare, hospitality, and national logistics. Leverages advanced surveillance, access control, incident analysis, and emergency-management coordination to reduce unauthorized access and improve response outcomes, including a 40% reduction in breaches and measurable improvements in response effectiveness. Skilled in crisis management, staff training, interagency collaboration, and Epic/LenelS2 systems; seeks expanded leadership responsibility in emergency management and operational resilience.
Work History
SECURITY MANAGER
1 Year 9 Months- Led overnight security and concierge operations in a high-volume luxury hotel, ensuring guest safety, regulatory compliance, and consistent service excellence
- Utilized SABRE systems to coordinate guest logistics, manage reservation inquiries, and support front desk operations, improving efficiency and guest satisfaction during overnight shifts
- Monitored CCTV, access control, and fire alarm systems, proactively identifying irregularities and responding to incidents, emergencies, and disturbances in real time
- Responded to medical emergencies, theft, alarms, and safety incidents, adhering to CPR and emergency response protocols while maintaining calm and control
- Conducted comprehensive patrols of guest floors, restricted areas, loading docks, and parking facilities to maintain continuous safety and operational integrity
- Performed risk assessments and security audits, identifying vulnerabilities and implementing improved protocols that reduced incidents and strengthened property security
- Prepared detailed incident reports, inspection logs, and nightly operational summaries, ensuring compliance, accuracy, and leadership visibility
- Collaborated with engineering, housekeeping, and management teams to maintain a secure, efficient, and guest-focused environment
- Oversaw bar and lounge compliance, enforcing ID verification, occupancy regulations, and safety standards
- Delivered exceptional guest service and conflict resolution, assisting with lockouts, late check-ins, and sensitive situations while maintaining professionalism and discretion
- Supported loss prevention efforts, including delivery monitoring, key control, and restricted access management to reduce unauthorized entry and asset loss
GROUNDSKEEPING & HOUSEKEEPING ASSOCIATE
1 Year 7 Months- Maintained exterior grounds with daily trash removal and routine upkeep to ensure a consistently safe, clean property for residents and visitors.
- Supported housekeeping operations by following established policies and safety protocols to meet supervisor standards and scheduling requirements.
- Demonstrated correct chemical handling and storage procedures and executed emergency response actions for chemical misuse.
- Followed strict biohazard and hazardous waste handling and disposal protocols to maintain compliance with health and safety regulations.
- Performed detailed bathroom cleaning and disinfection of toilets, sinks, tubs, mirrors, countertops, and floors to uphold sanitation standards.
- Sanitized kitchens and appliances, cleaned countertops and surfaces, and mopped floors to ensure food-safe residential environments.
- Vacuumed living areas including edges and corners to maintain thorough cleanliness and presentable units.
- Maintained cleanliness of common areas—elevators, hallways, stairwells, lobbies, and activity spaces—to provide a consistently welcoming environment.
- Organized and maintained a sanitary laundry facility with proper storage of cleaning supplies and chemicals to reduce contamination risk.
- Completed assigned tasks on schedule and to supervisor standards, demonstrating reliability, attention to detail, and measurable improvement in unit readiness.
PUBLIC SAFETY OFFICER/DISPATCHER
4 Years 3 Months- Applied MOAB (Management of Aggressive Behavior) and AVADE methodologies to effectively de-escalate behavioral crises involving psychiatric, emotionally distressed, and substance-affected patients within a clinical setting
- Executed and assisted with safe physical restraint procedures in collaboration with medical staff, ensuring adherence to hospital protocols, patient rights standards, and regulatory compliance
- Responded to high-acuity behavioral emergencies, including combative and impaired individuals, utilizing a continuum of care approach—prioritizing verbal de-escalation before implementing controlled physical interventions when necessary
- Partnered with nurses, physicians, and behavioral health teams during Code Grey and psychiatric emergency responses, ensuring coordinated, patient-centered crisis management
- Maintained strict adherence to use-of-force policies, Joint Commission standards, and internal compliance guidelines, ensuring all actions were legally sound and properly documented
- Documented patient interactions, incidents, and security activity in Epic Systems with a high level of accuracy, supporting audit readiness and continuity of care
- Coordinated emergency response operations and dispatch communications across multiple hospital units in a fast-paced clinical environment
- Monitored CCTV, access control, and alarm systems, proactively identifying risks and initiating appropriate response protocols
- Produced detailed incident reports and operational logs to support compliance, risk mitigation, and continuous improvement initiatives
- Trained and mentored new personnel on de-escalation strategies, restraint protocols, and emergency response procedures, strengthening team readiness and performance
- Designed and piloted zone-based safety checks to increase staff confidence and create a calmer patient atmosphere, yielding noticeable improvements in unit morale and presence.
SECURITY OFFICER SHIFT SUPERVISOR
4 Years 2 Months- Integrated advanced security technologies to safeguard postal and logistics operations across South Station, ensuring full compliance with Massport regulations and enhancing threat detection and response efficiency.
- Worked with LenelS2 | Access Control Systems.
- Led multi-site security modernization projects, strengthening operational continuity through surveillance upgrades, GMF tagging oversight, and adherence to CETC operational standards.
- Conducted comprehensive risk and vulnerability assessments, developing targeted, data-driven strategies that fortified critical infrastructure and improved national logistics security.
- Coordinated emergency response protocols and interagency drills with federal law enforcement and local authorities, improving joint response effectiveness and cross-sector readiness.
- Pioneered predictive security frameworks using analytics to anticipate threats, optimize staffing, and establish proactive prevention systems across high-traffic postal routes.
- Directed site and transit-route protection measures, integrating surveillance, access control, and real-time analytics to reduce incidents and strengthen compliance.
- Maintained detailed investigative and incident reporting systems to ensure federal compliance, transparency, and audit accuracy.
- Demonstrated operational leadership through budget oversight, performance tracking, and collaboration with ATDA and TCU labor representatives to ensure continuity and workforce safety.
- Reduced unauthorized access and safety incidents through modernization of surveillance and coordination protocols, resulting in a measurable boost to operational safety.
- Recognized for advancing interagency communication and fostering partnerships that improved community relations and crisis coordination.
- Fostered partnerships with law enforcement agencies, coordinating joint training exercises that elevated emergency response protocols across facilities.
- Developed predictive security frameworks utilizing data analytics, establishing proactive protection standards that addressed emerging threats.
- Coordinated with federal and local authorities during emergency drills, strengthening interagency communication and joint response effectiveness.
- Designed and implemented patrol scheduling adjustments that improved coverage during peak transit hours, yielding noticeable reductions in response gaps and improving shift efficiency.
APARTMENT RESIDENT CONCIERGE
7 Years 5 Months- Delivered high-touch concierge and front-desk services to a diverse resident and guest population in a high-profile residential building.
- Greeted and assisted visitors, residents, vendors, and contractors; provided clear information on building policies and procedures; and ensured a professional, welcoming environment that enhanced the building's reputation for hospitality and safety.
- Managed building security and access control systems: operated Building Link security software to monitor entry points and visitor flow; continuously monitored live and recorded CCTV camera feeds; coordinated with security personnel to enforce building policies, investigate incidents, and respond to emergencies.
- Leveraged Yardi property-management software and other apartment platforms to log service requests, update resident and vendor records, schedule amenities, and track visitor activity.
- Ensured data accuracy and confidentiality in all records.
- Created and administered key cards and access credentials for residents, vendors, and contractors.
- Used Microsoft Excel tracking logs to maintain real-time records of key issuance, returns, replacements, and lost credentials to improve accountability and minimize security risks.
- Oversaw package handling and delivery tracking: logged, labeled, and securely stored parcels; used apartment management software to notify residents of deliveries; coordinated courier pick-ups and returns, reducing lost packages and resident complaints.
- Served as the central liaison between residents, property management, maintenance staff, and external vendors.
- Relayed critical information, expedited work orders, and proactively resolved escalations to reduce wait times and improve resident satisfaction.
- Assisted with emergency procedures (fire alarms, medical incidents, evacuations), promptly communicating with management and first responders to safeguard residents and visitors.
SECURITY AMBASSADOR
4 Years 2 Months- Served as a high-visibility safety ambassador in a Level I trauma academic medical center, supporting patients, visitors, and clinical staff in a fast-paced environment
- Delivered concierge-level customer service, assisting with directions, mobility coordination, and patient flow to enhance overall experience and operational efficiency
- Monitored access control points, verified identification, and enforced hospital visitation and safety policies
- Responded to and documented security incidents, disturbances, and safety concerns in accordance with hospital protocols and compliance standards
- Assisted Security Officers during emergency activations, including Code Red (Fire), Code Gray (Security), and Code Blue (Medical Emergency)
- Applied verbal de-escalation techniques to manage emotionally distressed patients and visitors, maintaining a calm and professional presence
- Maintained strong situational awareness across high-traffic lobbies and patient care areas, proactively identifying and addressing safety risks
- Collaborated with nursing, facilities, and public safety teams to ensure smooth daily operations and coordinated response efforts
- Supported compliance with Joint Commission standards, HIPAA regulations, and hospital safety policies
- Maintained professionalism while handling sensitive patient interactions and confidential information
- Audited shift handoff notes and incident logs to identify trends, contributing to process improvements and operational efficiency
- Mentored new staff on hospital protocols, de-escalation techniques, and emergency response procedures, improving team readiness
- Implemented targeted patrol strategies in high-traffic clinical areas, contributing to reduced recurring disturbances and improved safety coverage
LOSS PREVENTION & INVESTIGATIONS ASSOCIATE
2 Years 1 Month- Delivered exceptional guest services by personally assisting a high volume of visitors, patients, and vendors daily; provided personalized guidance, proactive problem-solving, and clear policy information, fostering a welcoming atmosphere that elevated client satisfaction and reinforced the company's reputation.
- Coordinated loss prevention and security protocols across multiple entry points and sensitive areas; partnered with officers to conduct ID verification, enforce access control procedures, and perform routine safety checks, resulting in improved safety measures, reduced incidents, and full compliance with company policies and legal requirements.
- Conducted and supported investigations into incidents, suspicious activity, and policy violations; maintained detailed case files and collaborated with management to implement corrective actions, ensuring swift resolution of issues and prevention of future losses.
- Streamlined cross-departmental communication with nursing, facilities, and external vendors; acted as a central liaison to relay critical information, expedite service requests, and resolve escalations, which reduced wait times and improved operational efficiency.
- Implemented and optimized a new guest-management system (digital sign-in software and visitor badging protocols); trained staff and developed quick-reference guides that reduced response times, shortened check-in lines, and boosted service efficiency by measurable margins.
- Maintained meticulous security logs and investigative records using manual and electronic tracking systems; ensured accurate documentation of visitor activities, incident reports, and emergency contacts, supporting audits, legal inquiries, and internal investigations.
- Analyzed guest-service and security data trends with leadership; recommended improvements in staffing, procedures, and customer-service scripts to strengthen the overall safety, loss-prevention, and hospitality experience for all stakeholders.
- Executed loss prevention strategies, significantly reducing theft incidents and ensuring compliance with security protocols across all access points.
RESIDENCES CONCIERGE / ASSISTANT PROPERTY MANAGEMENT LIAISON
4 Years 1 Month- Delivered high-level concierge and guest services in a fast-paced residential and hospitality environment, ensuring a safe, welcoming experience
- Maintained accurate guest and resident records using BuildingLink and internal systems to support personalized service and operational efficiency
- Leveraged Yardi property-management software and other apartment platforms to log service requests, update resident and vendor records, schedule amenities, and track visitor activity.
- Ensured data accuracy and confidentiality in all records.
- Created and administered key cards and access credentials for residents, vendors, and contractors.
- Used Microsoft Excel tracking logs to maintain real-time records of key issuance, returns, replacements, and lost credentials to improve accountability and minimize security risks.
- Oversaw package handling and delivery tracking: logged, labeled, and securely stored parcels; used apartment management software to notify residents of deliveries; coordinated courier pick-ups and returns, reducing lost packages and resident complaints.
- Served as the central liaison between residents, property management, maintenance staff, and external vendors.
- Relayed critical information, expedited work orders, and proactively resolved escalations to reduce wait times and improve resident satisfaction.
- Implemented and supported a digital concierge system, improving communication, service efficiency, and overall guest satisfaction
- Streamlined check-in and service workflows, resulting in reduced wait times and improved customer experience
- Promoted local attractions and coordinated with nearby businesses to create exclusive service offerings, increasing bookings and enhancing guest engagement
- Built strong relationships with residents and guests, contributing to repeat visits, loyalty, and positive service outcomes
- Ensured guest safety by maintaining awareness of surroundings and supporting security protocols, improving incident response and overall safety standards
- Coordinated with internal teams and external partners to ensure seamless service delivery and issue resolution
- Analyzed guest feedback and service trends to optimize operations and improve satisfaction levels
- Maintained professionalism while managing multiple requests, balancing customer service, administrative tasks, and operational responsibilities
PUBLIC SAFETY OFFICER
5 Years 8 Months- Maintained a safe and secure environment across a large-scale, high-traffic convention facility, supporting thousands of visitors, vendors, and staff
- Coordinated and dispatched a fleet of vehicles to ensure timely delivery of goods and services.
- Worked with LenelS2 | Access Control Systems
- Managed daily schedules, assigning drivers to specific routes based on customer demands and driver availability.
- Monitored GPS tracking systems to track the location of vehicles in real-time and make necessary adjustments to optimize efficiency.
- Maintained constant communication with drivers via radio or phone to provide updates on traffic conditions, route changes, or customer requests.
- Conducted proactive patrols of event spaces, loading docks, and public areas to prevent safety hazards, unauthorized access, and security incidents
- Monitored access control systems, surveillance equipment, and entry points, ensuring compliance with facility security policies
- Verified credentials, managed restricted access zones, and enforced event and safety regulations
- Coordinated and dispatched security personnel and operational resources to respond to incidents, alarms, and service requests in real time
- Supported fleet coordination and logistics operations, assigning routes and tracking vehicle movement using GPS systems to ensure timely service delivery
- Maintained constant communication with team members via radio and dispatch systems, providing updates on incidents, traffic flow, and operational needs
- Responded to emergencies, disturbances, and crowd control situations with professionalism and situational awareness
- Implemented and supported security protocols for large-scale events, improving incident response efficiency and overall safety outcomes
- Conducted facility inspections and documented incidents, ensuring compliance with safety standards and operational procedures
- Collaborated with event coordinators, law enforcement, and internal teams to ensure seamless operations and coordinated emergency response
- Assisted with crowd management strategies, reducing risk and enhancing visitor safety during high-attendance events
SECURITY DISPATCHER
2 Years 10 Months- Patrolled and supervised multiple high-profile facilities on foot and by vehicle, identifying hazards, safety violations, and unauthorized activity to ensure compliance with organizational and regulatory standards.
- Operated advanced security and dispatch software, including Crisis24 / GardaWorld platforms, to monitor incidents, allocate personnel, and maintain operational continuity.
- Responded swiftly to alarms, medical emergencies, and critical incidents, coordinating cross-functional teams to mitigate risks and protect staff, clients, and property.
- Utilized LenelS2 and CCure 9000 access control systems to monitor entry points, investigate alerts, and prevent unauthorized access across sensitive areas.
- Secured and preserved evidence at accident and incident scenes, maintaining chain-of-custody integrity for investigations and compliance audits.
- Conducted comprehensive risk assessments and safety audits, identifying vulnerabilities and implementing corrective measures that improved site-wide safety performance.
- Executed structured inspection and patrol protocols, contributing to a 30% reduction in incident reports over three years through proactive monitoring and staff collaboration.
- Trained and mentored security personnel on crisis communication, emergency dispatch, and safety response, increasing team readiness and operational cohesion.
- Collaborated with law enforcement, fire, and emergency medical services to strengthen response coordination and streamline crisis communications.
- Maintained meticulous incident documentation, shift logs, and investigative records, ensuring accuracy and transparency for client and state compliance.
- Commended by leadership for exceptional vigilance, professionalism, and reliability during high-risk and emergency operations.
CUSTOMER SERVICE REPRESENTATIVE
2 Years 7 Months- Processed high-volume billing transactions and financial activities with strict adherence to accuracy, internal controls, and regulatory compliance standards
- Performed account reconciliation, payment verification, and discrepancy resolution, ensuring data integrity across financial records
- Conducted comprehensive data audits and variance analysis to identify inconsistencies, errors, and documentation gaps, strengthening reporting accuracy
- Maintained audit-ready documentation and financial records in alignment with banking regulations and internal compliance protocols
- Entered and validated large volumes of financial data with a high degree of precision, consistency, and attention to detail
- Improved operational efficiency by streamlining billing and data-entry workflows, reducing processing time and minimizing error rates
- Collaborated cross-functionally with internal teams to resolve billing discrepancies and enhance workflow efficiency
- Supported confidentiality and data security standards, ensuring proper handling of sensitive financial and customer information
- Strengthened financial reporting integrity by identifying discrepancies and implementing corrective actions through detailed audits
- Delivered strong client support by analyzing inquiries, communicating clearly, and providing accurate, solution-oriented responses
Education
HIGH SCHOOL DIPLOMA - Hotel Hospitality and Tourism
Skills
Microsoft Outlook
Interpersonal Communication
Problem-solving
Multitasking
Critical Thinking
Creativity
Teamwork
Self-motivation
Leadership
Organization
Public Speaking
Detail Oriented
Cashiering
Cash Handling
Medical Billing
Medical Coding
ICD-10
Documentation Review
ICD-9
Epic Systems
Google Ads
Customer Service
Security
Dispatch
Risk Assessment
Data Analysis
Networking
Conflict Resolution
Crisis Management
Emergency Preparedness
Time Management
Report writing
Incident reports
Safety and security procedures
Safety and security regulations
Physical security
Daily incident reporting
Certification
- Act 120
- Certified in Act 120
LANGUAGES
English (Highly proficient)
COURSES
- INTRODUCTION TO CRISIS MANAGEMENT AND CRISIS COMMUNICATIONUniversity of Colorado BoulderOct 2025 – Present
- WORD DESKTOP (OFFICE 365/MICROSOFT 365)Microsoft2023
- GOOGLE ADS ESSENTIAL TRAININGGoogle2023
- CUSTOMER SERVICE: MANAGING CUSTOMER EXPECTATIONSOnline Course2023
- OFFICE ONLINE ESSENTIAL TRAININGMicrosoft2023
ASSESSMENTS
- Call center customer serviceProficient in demonstrating customer service skills in a call center setting
- Work style: ReliabilityProficient in tendency to be reliable, dependable, and act with integrity at work
Timeline
SECURITY MANAGER
Hyatt Regency Hotel
10.2024 - CurrentRead More
GROUNDSKEEPING & HOUSEKEEPING ASSOCIATE
Blueground
09.2024 - 04.2026Read More
PUBLIC SAFETY OFFICER/DISPATCHER
Beth Israel Deaconess Medical Center
06.2020 - 09.2024Read More
SECURITY OFFICER SHIFT SUPERVISOR
Prosegur Security USA
05.2017 - 07.2021Read More
LOSS PREVENTION & INVESTIGATIONS ASSOCIATE
Longwood Security
08.2016 - 09.2018Read More
SECURITY AMBASSADOR
Brigham and Women's Hospital
04.2016 - 06.2020Read More
RESIDENCES CONCIERGE / ASSISTANT PROPERTY MANAGEMENT LIAISON
RSIG Services
02.2014 - 03.2018Read More
SECURITY DISPATCHER
Apollo International Security
09.2013 - 07.2016Read More
APARTMENT RESIDENT CONCIERGE
Christian Science Publishing Society
02.2013 - 07.2020Read More
PUBLIC SAFETY OFFICER
Massachusetts Convention Center
06.2012 - 02.2018Read More
CUSTOMER SERVICE REPRESENTATIVE
Citizens Bank
06.2012 - 01.2015Read More
Madison Park Technical Vocational High School
HIGH SCHOOL DIPLOMA from Hotel Hospitality and Tourism
Read More