Emauri Cosby
Atlanta,GA
Summary
Dynamic Account Manager with a proven track record at Allied Universal Security Services, enhancing client satisfaction through exceptional customer service and strategic relationship building. Skilled in crisis response and team leadership, I successfully reduced security incidents by 23% while fostering a collaborative environment that prioritized client needs and operational excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Account Manager
Allied Universal Security Services
09.2022 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Improved overall team productivity by implementing best practices in organization and time management.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Enhanced team performance with regular training sessions on product knowledge and customer service excellence.
- Managed a team of 10 security officers across multiple shifts to ensure 24/7 coverage and response.
- Developed and enforced security protocols and emergency procedures.
- Conducted regular training, performance evaluations, and incident debriefs.
- Coordinated with law enforcement and emergency services as needed.
- Reduced security incidents by 23% through proactive strategies and team development.
Security Supervisor
Allied Universal Security Services
07.2020 - 09.2022
- Supervise and coordinate the activities of a team of security officers to ensure the safety of passengers, employees, and property at the bus terminal.
- Monitor surveillance systems (CCTV) and physical patrols to identify and respond to suspicious behavior or potential threats.
- Enforce station policies, safety regulations, and local laws within the premises, including fare enforcement and loitering prevention.
- Act as the primary point of contact for emergency situations, coordinating with law enforcement, fire departments, and medical services when necessary.
- Conduct daily briefings with staff to communicate updates, assignments, and review incidents from prior shifts.
- Respond promptly to incidents involving theft, vandalism, disputes, or suspicious packages, ensuring proper documentation and reporting.
- Oversee access control points to restricted areas and ensure only authorized personnel are admitted.
- Assist in the investigation of accidents or incidents, gathering statements and compiling detailed reports for internal records and legal compliance.
- Train and mentor new security officers in station-specific procedures, de-escalation tactics, and customer service standards.
- Ensure security staff maintain a visible, professional presence while assisting passengers with directions and safety information.
- Regularly inspect station infrastructure and report maintenance issues or hazards to appropriate departments.
- Maintain up-to-date knowledge of local threats, emergency protocols, and transportation policies to adapt security measures accordingly.
- Prepare shift schedules, evaluate performance, and recommend disciplinary actions or commendations as needed.
Security Supervisor
Champion Security
09.2017 - 07.2020
- Patrolled facilities to ensure safety of personnel and property.
- Monitored CCTV systems, access controls, and alarm systems.
- Responded to incidents, documented reports, and provided testimony when needed.
- Trained new hires and assisted in scheduling and shift supervision as Lead Officer.
- Recognized for [reliability, crisis management, or other achievement].
Education
High School Diploma -
South Atlanta High School
Atlanta, GA05.2017
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Customer satisfaction
- Crowd Control
- Team Leadership & Scheduling
- Supervising Multi-Shift Security Staff
- Staff Training in Transit-Specific Protocols
- Incident Command & Delegation
- Conflict Resolution & De-escalation
- Performance Monitoring & Evaluation
- Threat Detection & Behavioral Analysis
- Emergency Evacuation Planning
- Handling Suspicious Packages or Bomb Threats
- Crisis Response (fire, medical, violent incidents)
- Coordinating Drills and Emergency Training
Certification
CPR Training
Armed Guard License
Timeline
Account Manager
Allied Universal Security Services
09.2022 - Current
Security Supervisor
Allied Universal Security Services
07.2020 - 09.2022
Security Supervisor
Champion Security
09.2017 - 07.2020
High School Diploma -
South Atlanta High School
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