Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Clark Kent Danner

Clark Kent Danner

Operations Manager
Ypsilanti,MI

Summary

Supportive Team Lead with 10+ years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency. Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

8
8
years of professional experience

Work History

Operations Manager

Percepta
Allen, SD
11.2022 - Current
  • Held weekly team meetings to inform team members on company news and updates.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Coached team members in techniques necessary to complete job tasks.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Senior Business Analyst

Percepta
Allen Park, MI
07.2022 - 11.2022
  • Create an inspiring team environment with an open communication culture
  • Set clear team goals
  • Delegate tasks and set deadlines
  • Oversee day-to-day operation
  • Monitor team performance and report on metrics
  • Motivate team members
  • Discover training needs and provide coaching
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • Encourage creativity and risk-taking
  • Suggest and organize team building activities.

Customer Service Representative

Percepta
Allen, NE
02.2021 - 07.2022
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid changed

Field Supervisor

Sterling Security
Southfield , MI
02.2020 - 07.2020
  • Perform day / night site visits to inspect & supervise SPS in field
  • Address escalation of after hours' & cold start calls to ensure sufficient coverage at customer sites
  • Work with Operations Managers to coach, counsel, discipline, train, and manage relationships with SPS
  • A Field Supervisor (FS) supports operations for remotely managed accounts by performing on-site supervision of Security Professionals (SPS) and ensuring site coverage at all times. FSS work closely with Operations Managers on a day-to-day basis to supervise remote service delivery.
  • Responsible for visiting assigned post locations on a regular basis (specific schedule varies) to monitor performance, address daily operations issues, communicate policy changes or company information, adjust staffing schedules as needed, and make post inspections to ensure professional image (including the hygiene and uniform appropriateness of officers) and quality standards are being maintained; Post inspections also include checking that Post Order manual and all other post and training information is being properly maintained and updated, and that the Post is being properly maintained, cleaned and organized;
  • Responsible for conducting on-the-job training, in coordination with Post Commander, of new employees assigned to post, or when changes to post orders are made – this may include orientation to the post, review of post orders, routine responsibilities, and how to respond to emergency situations or specific client needs;
  • Respond to call-offs that occur during the FS’s shift, which may include identifying other individuals to fill-in and/or standing post until such replacements arrive and also assist Scheduler with scheduling for call-offs or other changes that occur at the site;
  • Identify any personnel problems occurring at posts, such as payroll issues, employee relations complaints or other concerns, and forward any such issues to Operations Manager and/or Corporate HR Director; may also be responsible for writing a report of the situation or assisting with an investigation, as directed by Operations Manager or Corporate HR Director;
  • Responsible for administering counseling or disciplinary actions that have been initiated by Branch Manager and/or Corporate HR Director; Field Supervisor may not make or initiate such decisions on his/her own, but may execute such actions at the specific direction of Branch/Corporate HR management;
  • Distribute information to posts as directed by Branch or Corporate office, which may include communicating such information to Security Officers at posts and/or obtaining signed acknowledgements or other documents, and returning such documents to Branch or Corporate office;
  • Respond to client or site emergencies as they arise, including ensuring appropriate communication to Operations and/or Branch Manager;
  • In the event of an abandoned or open post, Field Supervisor is responsible for identifying available qualified personnel to fill the post as quickly as possible, however, Field Supervisor may be required to “stand post” on an as-needed basis for an undefined period of time, depending on business needs; this may include long-term assignments to specific posts or various posts as needed;
  • Responsible for maintaining all current BSIS (Bureau of Security and Investigation Services) licenses and ensuring a working knowledge of all posts within his or her regional area of responsibility

Account Manager

Sterling Security
Southfield , MI
07.2020 - 02.2021
  • Manage the day-to-day operations of the security staff at the client’s facility. Manage security staff and assist the Site Security Supervisor in managing day-to-day operations. Work closely with Facilities and EH&S department to maintain and improve security operations.
  • Initiate, coordinate and assume responsibility for benchmarking against best-in-class programs and other accounts; build and facilitate teamwork and partnerships and the implementation of progressive change
  • Coordinate and/or perform security threat assessments of client facilities using authorized assessment tools. Manage and submit work orders for security hardware and software
  • Support business requests for price adjustments
  • Conduct compliance audits to ensure operations are performing in accordance with all contract requirements. Provide weekly CCTV audits for the client’s local and global locations and notify appropriate locations of camera outages/malfunctions.
  • Implement monthly and quarterly contractually-agreed key performance indicators to measure and enhance security team effectiveness and performance; ensure that account administration and tactical effectiveness metrics are at optimum levels
  • Create and update protocols for security staff including, but not limited to, alarm management and response, CCTV operation, emergency response, theft, hardware/software malfunction, and day-to-day guard duties
  • Provide client with weekly updates including, but not limited to, guard staffing, guard trainings, position postings, security projects, and operational concerns and successes.
  • Conduct trainings for existing and new staff, and ensure trainings are documented and provided to the client. Ensure security staff is trained and regularly tested on handling medical emergencies
  • Provide quarterly access reports for the client’s local and global locations, and ensure appropriate access is assigned to employees.
  • Manage local and global physical badge access system and troubleshoot when needed
  • Perform monthly drills with security staff to prepare for emergencies including, but not limited to, evacuations, fire/smoke response, and active shooter situations.
  • Perform brief, weekly travel security scenario walk-through/table top exercises
  • Provide account management and oversight for the recruitment, selection, orientation, training, development and retention of high caliber staff; plans, assigns, and directs work; provide performance feedback, coach associates, and ensure disciplinary actions, as necessary; support staff as appropriate in carrying out their respective responsibilities
  • Perform brief, weekly travel security scenario walk-throughs/table top exercises
  • Assist in investigative work as assigned by the client
  • Respond to after-hours security related emergencies
  • Maintain a clean and professional environment at all times
  • Manage client safety programs
  • Position company for revenue growth with the customer; exploring new opportunities to service their requirements
  • Coordinate with client to support special events or emergency coverage
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.

Shift Supervisor

Allied Universal Security Services
Port Huron, Michigan
01.2016 - 02.2021
  • Responsible for overseeing the activities of the security shift which provides safety and protects all patrons, employees and company assets.


  • Provide security, Maintain law and order in area of jurisdiction, Monitor staff by patrolling with them, Assign work areas for officers to patrol, Protect the people and property, Conduct routine patrols with team,
  • Look out for suspicious persons, vandalism or hazards, Respond to alarms and distress calls, Ensure all security systems, like the burglar alarms and CCTV are working properly.
  • Good communication skills, Critical thinking skills, able to observe situations and make appropriate response and able to work with speed
  • Supervise programs and processes to reduce and control loss time injuries. Review staffing levels to maintain full coverage of posts. Write and submit security reports,

Education

Certificate - Human Resource Management

University of Minnesota
Minneapolis, MN
01.2021

Skills

  • Microsoft Office
  • Contact Management System
  • Calm and Professional Under Pressure
  • Complex Product Knowledge
  • Issue and Complaint Resolution
  • Strategic Decision-making

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Operations Manager

Percepta
11.2022 - Current

Senior Business Analyst

Percepta
07.2022 - 11.2022

Customer Service Representative

Percepta
02.2021 - 07.2022

Account Manager

Sterling Security
07.2020 - 02.2021

Field Supervisor

Sterling Security
02.2020 - 07.2020

Shift Supervisor

Allied Universal Security Services
01.2016 - 02.2021

Certificate - Human Resource Management

University of Minnesota

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Clark Kent DannerOperations Manager