Etungano Ilundu

Responsible for supervising the following activities/capabilities on a global basis: security system monitoring and response, intelligence gathering and analysis, risk assessments, communications, reporting, emergency response and dispatching, all in a center that operates 24/7.

• Interviewed prospective employees and provided input to HR on hiring decisions.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Mediated conflicts between employees and facilitated effective resolutions to disputes.
• Recruited and trained new employees to meet job requirements.

• Investigated incidents and wrote reports.
• Kept team compliant with security protocols and appearance standards.
• Submitted documentation for weekly payroll, managed schedules, and enforced policies.
• Oversaw team of security officers and managed scheduling and performance evaluations.
• Coordinated protective service operations with other emergency response agencies.
• Conducted drills to keep security staff on alert and proficient with established plans.
• Optimized security programs, administrative functions, business management and inventory control by enhancing planning and allocation of resources.
• Developed improved training methods with focus on public safety and officer awareness.
• Delivered regular security awareness programs to educate personnel on security measures and protocols.
• Overall responsible for the security operations of a small portfolio of Class A office buildings with security staffing levels of approximately 50 personnel.
• Perform security audits and assessments to identify and correct deficiencies and improve resiliency.
• Manage and prioritize complex situations involving a diverse team of employees and client requirements on an ongoing basis.
• Evaluate service quality and initiate corrective action as necessary.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Developed and offered unique discount options to drive interest in new product lines.
• Collaborated with marketing department to launch and manage promotional activities and campaigns.
• Addressed potential cancellations and offered catered solutions to retain accounts.
• Controlled resources and utilized assets to achieve qualitative and quantitative targets.
• Created and reviewed invoices to confirm accuracy.
• Generated customer satisfaction surveys to analyze results into action plans.
• Negotiated contracts with outside carriers to minimize costs to company and customers.
• Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.