James "Kirby" Rogers
Houston,Texas
Summary
Skilled in developing customer service strategies aimed at delivering exceptional experiences, with a strong foundation in communications and compliance management. Achievements include implementing performance improvement initiatives that enhanced operational efficiency and employee engagement. A career goal is to leverage extensive experience in stakeholder engagement and conflict resolution to drive customer satisfaction as a Customer Experience Manager. Expertise in public safety and security further enhances capability to manage customer interactions effectively.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Communications and Compliance Manager
Andy Frain Services
Houston, USA
01.2024 - Current
- As the Communications and Compliance Manager for the Houston market, I am responsible for overseeing all internal staff communications to ensure clarity, consistency, and alignment with company policies.
- I manage the full spectrum of employee communication, from distributing operational updates to reinforcing organizational standards.
- In addition to communications, I lead compliance efforts by conducting and processing background checks, guiding new hires and current employees through the Level II Unarmed Security License process, and ensuring all licensing requirements are met.
- I maintain and regularly update employee records within our internal databases to ensure accuracy and adherence to regulatory standards.
Police Academy Cadet
Houston Police Department
Houston, USA
01.2024 - 12.2024
- During my tenure as a Police Cadet at the Houston Police Department, I dedicated myself to an in-depth understanding of Texas law enforcement procedures and regulations.
- My training encompassed rigorous physical exercises and realistic simulations designed to equip me with the essential skills required for real-life scenarios.
- This immersive experience not only enhanced my knowledge of law enforcement practices but also fostered a profound commitment to upholding public safety and contributing positively to the community.
Event Manager
Andy Frain Services
Houston, USA
01.2022 - 12.2024
- Plan, organize, and manage small- to large-scale events.
- Prepare scheduling and implement strategies to meet performance objectives along with time and budgetary constraints.
- Undertake outgoing responsibilities and manage routine-based staff communications for a team of 600–700 professionals through text and emails.
- Hire and recruit staff as required.
- Played a key role in organizing and delivering some of the largest events in Houston, with some of those including Houston Texans games, Houston Astros (including the World Series), College Football, International Gold Cup Soccer, Garth Brooks, Taylor Swift and Beyonce Concerts, Disney on Ice, the Houston Livestock Show and Rodeo, Monster Jam, and the Final Four.
Command Center Manager
Andy Frain Services
Houston, USA
01.2022 - 12.2024
- Serve as the Command Center Manager for all major events on property at NRG Park, managing multiple items during the event.
- Provide oversight for multi-faceted aspects, including client engagement, radio communications, and documentation & information delivery.
- Ensure that the Andy Frain command team has all relevant information pertaining to the event.
- Monitor multiple radio channels, hundreds of CCTV cameras, phone lines, dispatch systems, and weather systems.
- Liaise between the different entities to ensure smooth communications throughout the duration of the event.
- Built, trained, and led a brand new team on the NRG Park command operations during events such as the Texans, Garth Brooks, Taylor Swift, the Houston Rodeo, the Final Four, Taylor Swift, Monster Jam, etc.
Guest Services
Houston Toyota Center
Houston, USA
01.2019 - 12.2023
- Greeted guests and directed them to assigned seats.
- Assisted with crowd control during peak times at venues.
- Guided patrons on evacuation procedures during emergencies.
- Delivered exceptional customer service to enhance guest experience.
- Maintained strong relationships with staff and management.
- Resolved customer complaints efficiently and courteously.
- Verified ticket information and scanned tickets for validity.
Cabana Manager
Typhoon Texas Waterpark
, USA
01.2022 - 12.2022
- Managed entire Cabana Department and led staff of 35 individuals in ensuring best-in-class service for customers in each cabana (food, drink, and bar service), overseeing bookings, check-ins, and checkouts.
- Trained each staff member on each food or drink item, BBQ smoking, all POS functions, as well as cross-trained on food & beverage areas to assist throughout the park as needed.
- Played a key role in generating a total revenue of up to $20K on a daily basis.
- Supported the implementation of a new POS system (Accesso) park-wide one month before the park opened.
- Collaborated with the front gate, parking, retail, and park services departments as needed.
Cabana Rentals and Front Gate Senior Supervisor
Typhoon Texas Waterpark
, USA
01.2021 - 12.2022
- Maintained stocked amenities in cabanas, including towels, sunscreen, and lotion.
- Resolved customer complaints professionally to enhance satisfaction.
- Conducted regular inspections of cabanas for damage or needed repairs.
- Communicated issues related to customer service effectively with supervisors.
- Engaged patrons through conversation and addressed inquiries or complaints.
- Greeted guests at front gate while providing exceptional customer service.
- Performed searches of bags for prohibited items to ensure safety.
- Trained new staff on ticket verification and guest admission protocols.
NRG Park Area Director
CSC - Contemporary Services Corporation
Houston, USA
01.2019 - 12.2022
- Provided direct oversight to security and usher supervisors throughout the NRG Park property.
- Worked in the Command Post during major events, requiring critical decision-making.
- Responded to radio calls, answered the phone, logged incidents into the 24/7 software, and monitored hundreds of cameras on property.
- Hired and managed staff as per business needs.
- Contributed to the delivery of numerous events, including Houston Texans seasons, Houston Livestock Show and Rodeos, Monster Jams, Disney on Ice, Presidential Visits, Gold Cup Soccer, and the Offshore Technology Conference.
- Led up to seven supervisors and over 1,000 staff while managing the Texans Gamedays event.
Gate Security Supervisor
Houston Astros
Houston, USA
01.2019 - 12.2022
- Coordinated security operations and investigations with local law enforcement.
- Responded to security threats, breaches, and emergencies, adhering to established protocols.
- Collaborated with emergency responders during security incidents to ensure effective resolutions.
- Resolved safety-related customer complaints promptly to maintain a secure environment.
- Monitored event security personnel to guarantee adequate venue coverage.
- Managed crowd control issues while prioritizing patron comfort.
Front of House Supervisor
Smart Financial Centre
, USA
01.2016 - 12.2022
- Delivered services as the Front of House Security Supervisor for almost every show since the building opened in 2016.
- Led a group of 6–10 staff at each event, controlling access and providing security.
- Responded to the incidents/emergency situations and requested PD or EMS backup as needed.
- Ensured visitors have a great experience while enjoying concerts and live performances.
- Spearheaded a staff of 5-8 ushers, ensuring that each guest was greeted upon entry, tickets were checked for seat location, and questions were answered.
- Participated in the opening of the building in 2016 and Grand Opening in 2017 as the founding staff member.
Front Gate Team Member
Typhoon Texas Waterpark
, USA
01.2017 - 12.2021
- Cultivated positive relationships with guests through friendly interactions.
- Resolved conflicts between patrons while maintaining professionalism.
- Executed cashiering duties, including ticket sales, payment processing, and receipt issuance.
- Welcomed customers, answered inquiries, and provided information about facility offerings.
- Monitored traffic flow at entrances and exits to ensure orderly facility operations.
- Mentored employees in handling complex sales and challenging customer issues.
Event Staff Supervisor
CSC - Contemporary Services Corporation
Houston, USA
01.2017 - 12.2019
- Supervised a team of staff in an assigned area to post according to the post orders.
- Engaged actively in events including Houston Texans games, Super Bowl, Houston Livestock Show and Radio, Disney on Ice, Monster Jam, Offshore Technology Conference, NRG Arena Events, NRG Center Events and many more.
Catering Sales and Food Truck Manager
PDQ Restaurants
Houston, USA
01.2017 - 12.2018
- Managed all catering and food truck sales/events across greater Houston area and acted as the local brand ambassador.
- Some of the major events included radio station on air promos, celebrity charity functions with Lance McCullers foundation, car dealership activations, Houston Texans Football Games, Houston Zoo charity event etc.
FOH Manager
PDQ Restaurants
Houston, USA
01.2016 - 12.2017
- Managed all aspects of cash handling processes, including deposits, withdrawals, change orders, and reconciliations.
- Resolved customer complaints and feedback promptly to enhance service quality.
- Analyzed operational data, including sales reports and customer surveys, to identify improvement opportunities.
- Provided support to FOH personnel in managing challenging customer interactions.
- Scheduled FOH staff shifts based on traffic forecasts and labor budget requirements.
- Maintained cleanliness and organization in front of house areas to meet brand standards.
- Monitored inventory levels of front of house supplies and placed orders as needed.
- Conducted regular inspections of food storage areas to ensure compliance with health regulations.
Corporate New Store Opening Trainer
PDQ Restaurants
Houston, USA
01.2016 - 12.2017
- Facilitated onboarding sessions to familiarize new staff with company policies and procedures.
- Conducted performance reviews for all restaurant employees to pinpoint areas needing improvement.
- Coached staff on effective strategies to enhance performance and strengthen customer relations.
- Provided feedback on employee performance based on observations during training sessions.
- Participated in workshops, conferences, and online courses to maintain knowledge of industry standards.
- Maintained accurate records of all training sessions, including attendance, evaluations, and certificates issued.
Intern
Wyndham Hotels & Resorts
, USA
01.2014 - 12.2015
- Handled phone inquiries from potential customers regarding availability and rates.
- Coordinated events, including conferences and weddings, to ensure seamless execution.
- Collaborated across departments on projects aimed at enhancing guest experience.
- Notified housekeeping of vacated rooms to prompt timely cleaning.
- Maintained accurate records of room availability and guest accounts using manual and computer systems.
- Provided support to front desk staff during peak hours to improve service efficiency.
- Organized guest records, encompassing room assignments and billing details, for easy access.
- Processed payments accurately through cash registers or POS systems.
Education
Associate of Arts - AA -
Lone Star College-CyFair
01.2022
Skills
- Event planning and management
- Conflict resolution
- Customer service and engagement
- Public safety and security
- Attention to detail
- Investigative skills
- Incident response and emergency management
- Professionalism in operations
- Marketing and communications strategies
- Catering and food management
- Stakeholder engagement and relationship building
- Performance improvement initiatives
- Staff recruitment and leadership development
- Operational excellence practices
- Reporting and documentation skills
- Radio communication proficiency
- CCTV monitoring expertise
- Social media monitoring
Certification
- IS-100.C Certification, Federal Emergency Management Agency (FEMA), 07/01/23
- IS-700.b Certification, Federal Emergency Management Agency (FEMA), 10/01/24
- WMD/Terrorism Awareness for Emergency Responders, TEEX, 10/01/24
- Security Guard Registration Level 2, Texas Department of Public Safety, 09/01/16, 09/01/26
Honors And Awards
Eagle Scout, Boy Scout of America, 2016
References
References available upon request.
Timeline
Communications and Compliance Manager
Andy Frain Services
01.2024 - Current
Police Academy Cadet
Houston Police Department
01.2024 - 12.2024
Event Manager
Andy Frain Services
01.2022 - 12.2024
Command Center Manager
Andy Frain Services
01.2022 - 12.2024
Cabana Manager
Typhoon Texas Waterpark
01.2022 - 12.2022
Cabana Rentals and Front Gate Senior Supervisor
Typhoon Texas Waterpark
01.2021 - 12.2022
Guest Services
Houston Toyota Center
01.2019 - 12.2023
NRG Park Area Director
CSC - Contemporary Services Corporation
01.2019 - 12.2022
Gate Security Supervisor
Houston Astros
01.2019 - 12.2022
Front Gate Team Member
Typhoon Texas Waterpark
01.2017 - 12.2021
Event Staff Supervisor
CSC - Contemporary Services Corporation
01.2017 - 12.2019
Catering Sales and Food Truck Manager
PDQ Restaurants
01.2017 - 12.2018
Front of House Supervisor
Smart Financial Centre
01.2016 - 12.2022
FOH Manager
PDQ Restaurants
01.2016 - 12.2017
Corporate New Store Opening Trainer
PDQ Restaurants
01.2016 - 12.2017
Intern
Wyndham Hotels & Resorts
01.2014 - 12.2015
Associate of Arts - AA -
Lone Star College-CyFair
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