Dustin Nettles
Red Oak
Summary
Dynamic Client Manager with a proven track record at Allied Universal Security, excelling in client relationship management and operational efficiency. Successfully recovered over $1 million in past-due invoices while enhancing budget management and compliance adherence. Adept at analyzing performance metrics to drive client satisfaction and loyalty.
Overview
20
20
years of professional experience
Work History
Client Manager
Allied Universal Security
Fort Worth
03.2023 - Current
- Build and maintain strong, long-term relationships with clients by understanding their needs, providing high-quality service, and acting as a liaison between the client and the company.
- Oversee client operations, including managing staff, optimizing schedules, and ensuring operational efficiency, and profitability for their portfolio of clients.
- Monitor key client performance metrics, such as budget management, accounts receivable, and overall account health, to ensure alignment with profitability targets.
- Hire, develop, and retain front-line staff (e.g., Security Officers, Field Supervisors) within their designated portfolio, providing guidance, and fostering a positive work environment.
- Develop and implement strategies focused on revenue growth, client retention, and improving client satisfaction.
- Ensure the delivery of world-class services that meet industry standards, company policies, and regulatory requirements, driving client loyalty and satisfaction.
- Identify and analyze problems within client operations, developing and implementing corrective action plans to address client needs and risks.
- Utilize reporting tools and business intelligence platforms to monitor, analyze, and report on financial and operational metrics.
- Enforce company policies and procedures to ensure consistent service quality and client satisfaction.
AT&T Account Manager
Allied Universal Security
Dallas
09.2019 - 03.2023
- Replenished the relationship with the client.
- Recovered over 1 million in past-due invoices.
- Fieldglass Administrator for the entire U.S.
- Managed and ensured that all site-level equipment was refurbished annually, per client compliance.
- Conducted random after-hour site inspections to keep security professionals alert, and minimize potential complacency.
- Arranged mandatory security meetings with the client in attendance to acknowledge top performances, and conduct refresher training.
- Urgent response to COVID-19 by being flexible and adjusting access control procedures in as close to real-time as possible.
- Interview, recruit, and separate employees in a timely manner ensuring contractual hours were met, and no dark post.
- Maintained a firm level of communication with each client by meeting virtually or in person once a month.
- Reviewed and revised post orders for accuracy.
- Develop staff in both technical and professional skills through performance management (coaching, counseling, disciplining, MSO training, annual formal performance evaluations, recognition, etc.).
- A proactive approach when communicating with clients and meeting their needs; meet with them regularly, listen to their issues, and provide security, technical expertise, and solutions. Ensure complete customer satisfaction.
Operations Manager
Allied Universal Security
Dallas
09.2017 - 09.2019
- Ensure all required reporting and contract compliance requirements are met.
- Assure regular communication of issues or programs with the client.
- Handle any escalated security issues, or emergency situations, appropriately.
- Other management responsibilities, as determined by the Client or District Manager.
- Develop staff in both technical and professional skills through performance management (coaching, counseling, disciplining, MSO training, annual formal performance evaluations, recognition, etc.)
- Assure that employee grievances are heard and resolved (with help from appropriate support employees, as required), and that personnel records are updated and accurate (Change of Status forms, rosters, etc.).
- Ensure communication of client expectations, policies, company announcements, and job openings through a consistently updated READ file at each site.
- Meet all contractual scheduled hours.
- Coordinate and/or conduct site-specific OJT, client-specific training, and annual refresher training for security personnel, as well as meet Allied Universal’s corporate training standards.
- Develop and maintain operational procedures so that a valid, site-specific OPM, and post orders are always available for emergency reference by the security staff.
- Manage uniforms, equipment, supplies, and vehicles utilized at the account(s), maintaining appropriate inventories and maintenance checklists.
- Take a proactive role in communicating with the clients and meeting their needs; meet with them regularly, listen to their issues, provide security, and offer technical expertise and solutions. Ensure complete customer satisfaction.
- Enforce Allied Universal policies as outlined in the handbooks, executive memos, and on the portal.
Security Officer/Supervisor
AlliedBarton Security
Dallas
05.2012 - 09.2017
- Followed and created post-orders and alarm procedures to ensure all of the clients' and security's expectations were met or exceeded.
- Made on-the-spot decisions on all out-of-the-ordinary incidents and monitored the activities of security officers, providing technical guidance and assistance for instruction as required.
- Supervised, directed, screened, and evaluated the work performed by security personnel to ensure compliance with policies, programs, priorities, and gave approval for minimal deviation from established standards to fit situational needs.
- Responded to calls for service, including emergency situations, which were handled with professionalism, while also ensuring timely and accurate notifications were made to the appropriate personnel.
- Reviewed and approved security daily activity paperwork and incident complaint reports.
- I took the required action to resolve various incidents and requested additional support if necessary.
- Ensured continuity of operations and compliance with policies, procedures, and post orders.
- Assigned lead officers to shifts and areas of responsibility based on consideration of security requirements, and the availability of resources.
- Managed, supervised, and led daily operations for more than eight full-time and part-time employees.
- Managed scheduling, overtime, and approved vacation to ensure compliance with orders and internal control measures.
- Conducted, coordinated, directed, and reviewed complex security investigations.
- Maintained an effective counseling program.
- Recommend and implement appropriate actions to address or prevent employee misconduct.
- Provided guidance and training to employees on security techniques, as well as investigative measures.
- Reviewed written reports, and implemented corrective action on failed processes and procedures.
- Participated as a member of the 2014 Safety Committee.
Lead Operations Technician
Pepsi
Mesquite
06.2009 - 09.2011
- Operated, monitored, and performed changeovers and maintenance of automated and manual equipment throughout the production facility through computer terminals, control panels, and/or by manual means.
- Developed and maintained production schedules to ensure production systems were managed in an effective, reliable, and efficient manner.
- Accountable for full compliance with safety, environmental, and occupational health and safety requirements.
- Accountable for following all Quality, GMP, AIB, and Micro standards, and guidelines.
- Worked with other employees and management on continuous improvement projects and process designs, such as Propel Water, Crush Cherry, Diet Lipton Half & Half Tea, Mountain Dew Whiteout, and Mountain Dew Voltage.
- Oversaw the production of the operating department for a specific shift, deploying and aligning resources as necessary.
- Interacted and led in a manner that consistently provided highly effective team leaders for every assembly line and shift, which resulted in a 73.9% line efficiency record for Bottle Line 3.
- Managed and supervised the production of the operating department of six employees for a specific shift, deploying and aligning resources as necessary.
Lead Operations Technician
Colgate Oral Pharmaceuticals
08.2005 - 05.2009
- Interacted with the production planner to ensure an efficient and safe production strategy was explained and properly trained to employees.
- Developed team skills to be an effective trainee for operational teams, administered policies, and procedures.
- Conducted presentations and formal training programs.
- Ensured timely and effective team communication.
- Identified and recommended changes to existing assembly lines or processes, which resulted in a 15,000-bottle increase in performance on a shift.
- Assisted in the start-up of new products, such as 360 toothbrushes and Phos Flur mouth rinses.
- Developed knowledge of basic equipment and machinery operations to serve as a resource for team members and salaried support groups.
Education
Community College -
Cedar Valley Community College
01.2005
High School -
Wilmer Hutchins High School
05.2004
Skills
- Client relationship management
- Budget management
- Operational efficiency
- Performance metrics analysis
- Compliance adherence
- Contract negotiation
- Microsoft efficient
- Excel efficient
Hobbies and Interests
- Interact with at least thirty preschool kids four to five times a week for track & football practice.
- Song Writer, Video Producer, & Role Model to teenage kids.
Awards Recognition
Received 3 letters from Senior Vice President via mail acknowledging we were able to move the account(s) to a saved status.
Timeline
Client Manager
Allied Universal Security
03.2023 - Current
AT&T Account Manager
Allied Universal Security
09.2019 - 03.2023
Operations Manager
Allied Universal Security
09.2017 - 09.2019
Security Officer/Supervisor
AlliedBarton Security
05.2012 - 09.2017
Lead Operations Technician
Pepsi
06.2009 - 09.2011
Lead Operations Technician
Colgate Oral Pharmaceuticals
08.2005 - 05.2009
Community College -
Cedar Valley Community College
High School -
Wilmer Hutchins High School