Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Caven C. Cocroft

Chicago,USA

Summary

Professional with experience in customer service and safety protocols, prepared for this role. Strong focus on teamwork and adaptability, ensuring smooth operations and exceptional passenger experiences. Skilled in conflict resolution, emergency response, and communication, with calm and approachable demeanor that fosters trust and cooperation among colleagues and passengers.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Global Flight Attendant

United Airlines
07.2022 - Current
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
  • Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
  • Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
  • Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
  • Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
  • Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
  • Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
  • Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
  • Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Ensured safety and comfort of customers onboard aircraft.
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
  • Educated passengers about emergency equipment usage during safety demonstrations, ensuring comprehension of critical procedures.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
  • Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
  • Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
  • Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
  • Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
  • Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.
  • Boosted passenger loyalty through personalized service and attention to detail.
  • Solved in-flight emergencies calmly and effectively, minimizing passenger distress and ensuring safety.
  • Facilitated smooth communication between cockpit crew and passengers, ensuring all instructions were clearly conveyed and understood.
  • Conducted safety demonstrations before each flight, enhancing passengers' understanding of emergency procedures.
  • Trained new flight attendants, equipping them with skills needed to maintain high service standards.
  • Offered personalized assistance to children, elderly and passengers with special needs.

Campus Security Manager

School of the Art Institute of Chicago
01.2018 - 07.2022
  • Providing superior customer service to the SAIC community
  • Protecting clients, visitors, students, and facility at SAIC
  • Conducting routine patrols of residence halls, and academic buildings
  • Acting as a first responder to incidents occurring in and around residence halls, and academic buildings.
  • Signing in visitors, and guests at SAIC buildings.
  • Protecting personnel and physical assets.
  • Utilizes security cameras, communication equipment, alarms, and computer systems.
  • Monitoring activity on campus via CCTV at security stations.
  • Observing and reporting activity on the campus, and creating incident reports.
  • Conducting investigations, and generating statements
  • Training Assistant Managers in the SAIC Campus Security Command Center.
  • Assisted the security management team with projects that will improve and strengthen the Campus Security department.
  • Gave insight and ideas on implementing new safety programs for the department & the community.
  • Modified security camera views using Milestone for every security desk on campus, and created new locations for security cameras.
  • Worked as a liaison for SAIC, while cooperating with investigations with local law authorities.
  • Responding to policy violations, alarms, and incidents of illegal activity on campus, while working hand in hand with Campus Life, Professional Staff Members, and Resident Advisors (RA's).
  • Reporting situations and incidents to the SAIC Executive Director of Campus Security, Director of Campus Security, and Dean on Call, Professional Staff Members, and Resident Advisors (RA's).
  • Submitting facilities requests when needed.
  • Assisting with challenging situations with guests, visitors, students, staff, and faculty
  • Assisted with generating an updated protocol for Catastrophic Events on campus
  • Led proactive initiatives such as educational seminars geared towards self-defense techniques for members of the campus community interested in personal safety measures.
  • Developed strong relationships with students, faculty, and staff to foster trust and cooperation in maintaining a safe campus community.
  • Provided ongoing support and guidance for new hires within the Security department, facilitating smooth integration into their roles as Campus Security Officers.
  • Managed daily operations of a team of campus security officers, ensuring consistent performance and adherence to guidelines.
  • Evaluated existing security systems and recommended upgrades or improvements as needed to maintain optimal protection levels.
  • Implemented access control measures to maintain secure entry points across the campus facility.
  • Reviewed current policies related to crowd management during large-scale events held at the institution''s facilities.
  • Reduced incidents of theft and vandalism by conducting regular patrols and monitoring campus activity.
  • Played an active role in crisis management planning efforts, helping to establish clear action plans for various emergency scenarios.
  • Continuously evaluated team performance through regular assessments and feedback sessions, leading to improvements in overall efficiency and effectiveness.
  • Promoted an environment of open communication between students and security personnel by hosting informational sessions about safety practices oncampus.
  • Improved overall campus security through the development and implementation of effective training programs for security officers.
  • Collaborated with local law enforcement agencies for improved response times during emergencies.
  • Notified police, fire department and emergency services of on-campus incidents.
  • Documented safety and security incidents using preset guidelines and methods.
  • Assisted with fire, hazardous material and active-shooter on-campus drills.
  • Supervised other campus security personnel and provided procedural and situational guidance.
  • Trained security workers on site-specified procedures.
  • Completed shift handover reports and debriefed next shift upon arrival.
  • Performed security investigations and reported findings to client management.
  • Conducted fire drills and other simulated emergencies to determine overall site safety.
  • Assessed electronic security systems and reported malfunctions.

Assistant Manager, Campus Security

School of the Art Institute of Chicago
01.2014 - 01.2018
  • Providing superior customer service to the SAIC community
  • Protecting clients, visitors, students, and facility at SAIC
  • Conducting routine patrols of residence halls, and academic buildings
  • Acting as a first responder to incidents occurring in and around residence halls, and academic buildings.
  • Signing in visitors, and guests at SAIC buildings.
  • Protecting personnel and physical assets.
  • Utilizes security cameras, communication equipment, alarms, and computer systems.
  • Monitoring activity on campus via CCTV at security stations.
  • Acting as the Shift Manager in the absence of the Security Manager.
  • Observing and reporting activity on the campus, and creating incident reports.
  • Assisting with the initiation of investigations, and generating statements.
  • Working in the SAIC Command Center during interim sessions, and assisting the Security Systems Integrator with projects.
  • Responding to policy violations, alarms, and incidents of illegal activity on campus, while working hand in hand with Campus Life, Professional Staff Members, and Resident Advisors (RA's).
  • Reporting situations and incidents to the SAIC Executive Director of Campus Security, Director of Campus Security, and Dean on Call, Professional Staff Members, and Resident Advisors (RA's).
  • Submitting facilities requests when needed.
  • Assisting with challenging situations with guests, visitors, students, staff, and faculty.
  • Assisted with generating an updated protocol for Catastrophic Events on campus.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.

Security Officer/Supervisor

Securitas Security Services
01.2007 - 01.2014
  • Protecting clients, visitors, students, and facility at SAIC
  • Using excellent public relations and diplomatic skills, & providing superior customer service to the entire SAIC Community
  • Patrolling the SAIC Campus, and making sure that the campus environment is safe
  • Observing and reporting activity on the SAIC Campus
  • Checking in visitors and guests, while providing superior customer service
  • Generating incident reports for daily activity
  • Monitoring activity on campus via CCTV at security stations, and at the SAIC Command Center
  • Responding appropriately to emergencies on campus
  • Aid and assisting during building evacuations
  • Responding to policy violations, alarms, and incidents of illegal activity on campus, while working hand in hand with Campus Life, Professional Staff Members, and RA's
  • Reporting situations and incidents to the SAIC Executive Director of Campus Security, SAIC Director of Campus Security, SAIC Dean on Call, SAIC Campus Life Professional Staff Members, and SAIC RA's
  • Providing first aid assistance during medical emergencies
  • Supervising and giving insight to a team of officers on the SAIC Campus
  • Generating statements, and participating in investigations on campus
  • First Aid, CPR, & AED Certified
  • Supervised a team of security officers, ensuring adherence to company policies and maintaining high morale among staff members.
  • Developed detailed incident reports, providing comprehensive information for management review and decision making.
  • Collaborated with local law enforcement agencies to provide a secure environment for company employees and visitors.
  • Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
  • Patrolled and monitored premises by foot.
  • Effectively resolved conflicts between staff members or visitors, employing strong communication skills and level-headed problem-solving techniques.
  • Provided exceptional customer service to clients, addressing concerns promptly and professionally while maintaining a focus on safety and security.
  • Assisted in the development of security plans for special events, coordinating with multiple departments to ensure seamless execution.
  • Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
  • Handled sensitive information discreetly while adhering to strict confidentiality guidelines set forth by the organization.
  • Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
  • Completed full building and grounds patrols to spot and investigate concerns.
  • Completed shift handover reports and debriefed next shift upon arrival.
  • Recorded daily security occurrences in site assignment log.
  • Performed security investigations and reported findings to client management.
  • Provided first-line support to shift workers during incidents and escalated situations as appropriate.
  • Assessed electronic security systems and reported malfunctions.
  • Conducted fire drills and other simulated emergencies to determine overall site safety.
  • Monitored and evaluated performance of security personnel and provided feedback to improve performance.

Education

Diploma - Secondary Education

Austin Community Academy
Chicago, IL
06.2001

Skills

  • Conflict Management
  • Microsoft Office
  • DOPS Com
  • CCTV
  • Security
  • Public Relation
  • Interviewing
  • Office Management
  • Computer Networking
  • Surveillance
  • Supervising
  • Training
  • Schedule Management
  • Management
  • Writing Skills
  • Leadership
  • Organizational Skills
  • Milestone
  • Customer service
  • Strong work ethic
  • Attention to detail
  • First aid
  • Team collaboration
  • Reliability and punctuality
  • Hospitality service expertise
  • Safety procedures
  • Emergency procedures
  • Leadership qualities
  • Problem-solving
  • Conflict resolution
  • Conflict mediation
  • Calm under pressure
  • Emergency care
  • Relationship management
  • Schedule management
  • Adult AED and CPR
  • Public interaction
  • Teamwork and collaboration
  • Decision-making
  • Multitasking
  • Team leadership
  • Training and development
  • Crew resource management
  • Organizational skills

Certification

  • First Aid/CPR/AED Certified Trainer – American Red Cross
  • Naloxone Training - College of Dupage
  • International Association of Campus Law Enforcement Administrators – Member (IACLEA)

Timeline

Global Flight Attendant

United Airlines
07.2022 - Current

Campus Security Manager

School of the Art Institute of Chicago
01.2018 - 07.2022

Assistant Manager, Campus Security

School of the Art Institute of Chicago
01.2014 - 01.2018

Security Officer/Supervisor

Securitas Security Services
01.2007 - 01.2014

Diploma - Secondary Education

Austin Community Academy

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Caven C. Cocroft