Keilani Fletcher
Summary
Experienced GSOC Supervisor with a strong background in managing people, processes, and technology within the control room environment. Skilled in shift-based team leadership, strategic program oversight, and effective communication (writing, speaking, and presenting). Proficient in policy and procedure development, technical and project management. Areas of expertise include security alarm monitoring principles, resource allocation coordination, stakeholder involvement, data-driven reporting, performance assessment, travel safety and security, and critical incident response management. Responsible for driving process implementation and refinement, managing short and long-term projects, fostering cross-team collaboration between control room and field services, maintaining stakeholder relationships, and directly supervising a team of Supervisors or Leads on assigned shifts.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Global Security Operations Control Supervisor
Pinkerton
06.2022 - Current
- Oversee the development and maintenance of policies and procedures for the GSOC and relevant stakeholders. Provide unequivocal support for Threat Intelligence needs, ensuring accurate, timely, and relevant intelligence is delivered to stakeholders.
- Offer unwavering strategic direction and hands-on guidance to team members in effectively addressing related issues - Ensure unyielding staffing coverage and alignment of position responsibilities for each shift.
- Supervise the implementation of new technologies and business processes to drive efficiency.
- Initiate and maintain strategic planning to keep pace with business growth, site numbers, and evolving customer and stakeholder needs, constantly focusing on improving GSOC capabilities.
- Build, lead, manage, and motivate teams in a dynamic, rapidly evolving, and cross-functional environment, focusing on ensuring life safety, security, and resiliency at corporate sites.
- Enforce compliance with client expectations and policies, and swiftly notify stakeholders via mass communication tools.
- Ensure swift enterprise detection and coordinated response to physical security, safety, and business continuity events.
- Develop and maintain unrelenting security services performance metrics and related reports.
- Assist field-based security specialists, site security facilitators, and program stakeholders.
- Stay resolutely updated with industry best practices regarding control center security management and related services
Armed Security Officer
Pride Asset Protection Inc
01.2022 - 06.2022
- Regularly patrolling designated areas to ensure security.
- Monitoring surveillance equipment, access points, and property entrances.
- Responding to incidents, emergencies, and security breaches.
- Enforcing company policies and procedures, and ensuring employees and visitors have proper credentials to access buildings.
- Completing incident reports, security logs, and other required documentation.
- Assisting employees and visitors with concerns, and providing escort services.
- Controlling traffic, securing exits, doors, and windows, and conducting security checks.
Armed Security Officer Supervisor
Personal Protective Services
02.2021 - 01.2022
- Ensure that security guards perform their duties efficiently.
- Create and enforce policies.
- Develop and implement security policies and procedures to safeguard the organization and its assets.
- Conduct security assessments.
- Identify and address potential risks and vulnerabilities, and develop strategies to reduce risk.
- Monitor surveillance and alarm systems, and respond quickly to security incidents or breaches.
- Educate and train security guards on protocols, emergency response plans, workplace searches, and drug and alcohol procedures.
- Keep daily records of security-related incidents and update them to ensure they are current and relevant.
- Frequently oversee emergency situations as they arise and notify and involve the correct leaders.
- Conduct staff performance evaluations and mentor security officers to performance standards.
- Communicate processes and training metrics to the client supervisor, and foster positive collaboration and communication between the supervisor and employee.
Healthcare Security Officer Flex Supervisor
Securitas Security Services USA, Inc
04.2020 - 02.2021
- Supervises a team of Healthcare Security Officers (HSO) for assigned shifts and sites, overseeing security operations and maintaining security presence.
- Ensures officers are present, in optimum physical and mental condition, and aware of current and /or recent events related to their assigned site. Provides guidance on established procedures and protocols.
- Trains inspects and evaluates assigned officers while on duty, demonstrating professional standards of conduct, and provides coaching and remedial training when necessary.
- Collaborates with the Healthcare Security Manager to schedule, assign, and prioritize work activity for assigned officers. Verifies, reviews, and submits administrative records, including time sheets, patrol logs, vehicle reports, and other reports, as required.
- Reports incidents and escalations, and conducts preliminary investigations. Prepares detailed incident reports, assessing critical issues and providing recommendations for resolutions.
- In the event of accidents, incidents, or emergencies, protects evidence for security investigations. Completes reports and logs by interviewing witnesses and recording observations, information, and occurrences. Serves as liaison with other departments, as required.
- Implements and enforces OSHA, CAL-OSHA, HIPAA, Joint Commission (TJC), Center of Medicare and Medicaid Services (CMS), the California Department of Public Health (CDPH), and/or hospital emergency codes to ensure the security, safety, and well-being of medical staff/employees, patients, visitors, and the premises.
- Maintains adherence to medical enterprise's policy and procedures relating to safety, health, and fire prevention. Directs traffic and gives directions, and escorts patients, as needed.
Physical Security Shift Supervisor
Command Security Services, LP
02.2019 - 04.2020
- Oversee daily workflow, schedules, and assignments for security staff. This includes security guards, desk clerks, and personnel involved with classified information and investigations.
- Prepare and conduct training for new hires and current staff on topics such as workplace searches, drug and alcohol procedures, and safety and security. They may also create or adjust training modules to increase effectiveness.
- Maintain and enforce security policies and procedures. This includes implementing security protocols, conducting regular risk assessments, and advising on long-term procurement issues.
- Conduct security checks and patrols, and observe workers to evaluate efficiency and correct inefficient work practices.
- Respond to any security incidents or emergencies, and resolve conflicts calmly following the company's protocol.
- Coordinate with other departments and agencies as needed.
Global Security Control Operations Supervisor
Securitas Security Services USA, Inc
01.2017 - 02.2019
- Oversee 12 GSOC operators
- Ensuring the safety and security of the company's property and staff
- Keep a watchful eye out for any signs of crime or disorder and investigate any disturbances that may arise
- In cases where life or property is at risk, act lawfully to defend and protect
- Take detailed notes of any unusual occurrences and report any suspicious incidents
- Regularly patrol the building and its perimeter, monitoring and controlling access at building entrances and vehicle gates
- Dispatch security officers, facilities, police, fire, and EMS personnel via telephone and/or radio
- Maintain accurate records of communications and events and serve as a liaison between all departments and the Physical Security Department
- Escalate any complaints or unusual/critical event information to the Shift Supervisor, Account Manager, and GSOC Manager
- Ensure that all equipment and keys are correctly controlled and logged, and I complete task work orders for all facilities needs that are reported
- Proactively monitor all surveillance cameras and respond to all security and safety system alarms, as well as answer and respond to events and situations received over regular and emergency phones and intercoms.
Administrative HOA Assistant Manager
MB Homeowners Management Inc.
04.2016 - 01.2017
- My role is to assist the manager with various tasks such as preparing and distributing annual budget and homeowner meeting materials
- I process account payables and receivables, ensuring proper organization and coding, and facilitate recurring/auto-pay transactions
- I also handle maintenance requests, track work orders, and receive client and vendor calls, taking appropriate action and keeping the manager informed
- Other responsibilities include collecting monthly Association dues and ACH information, maintaining homeowner accounts, preparing welcome packages for new homeowners, and producing an Association newsletter
- I assist in creating an Association website, preparing bid specifications, and reviewing contracts
- I attend board of directors meetings and assist with election procedures
- Additionally, I enforce the Association's Bylaws, CC&Rs, Rules and Regulations, and Architectural guidelines.
Assistant Manager
Wing Stop
10.2013 - 03.2016
- My Role was to Oversee shift leads and ensuring adherence to company policies, labor policies, and customer service goals is essential
- Maintain a professional and safe work environment, handle customer complaints properly, and understand all policies and procedures
- Complete weekly truck deliveries on time, inspect products, and prepare for QSC inspections
- Assist the crew in providing responsive and courteous service and ensure accuracy and presentation of orders
- Be knowledgeable about company policies and be consistent with corrective actions for any violations.
Education
High School Diploma -
Santa Clara High School
Santa Clara, CA06.2015
Skills
- Customer Service
- Leadership
- Organizational Effectiveness
- Project Coordination
- Critical Thinker
- Problem solving
- Time Management
- Computer Literate
- Oral and Written Communication
- Employee Scheduling
- Goal-Oriented
- Data Analytics
- Staff Training and mentoring
Certification
BSIS Guard Card
03/01/23, 03/01/25
BSIS Exposed Firearm Permit
03/01/23, 03/01/25
Timeline
Global Security Operations Control Supervisor
Pinkerton
06.2022 - Current
Armed Security Officer
Pride Asset Protection Inc
01.2022 - 06.2022
Armed Security Officer Supervisor
Personal Protective Services
02.2021 - 01.2022
Healthcare Security Officer Flex Supervisor
Securitas Security Services USA, Inc
04.2020 - 02.2021
Physical Security Shift Supervisor
Command Security Services, LP
02.2019 - 04.2020
Global Security Control Operations Supervisor
Securitas Security Services USA, Inc
01.2017 - 02.2019
Administrative HOA Assistant Manager
MB Homeowners Management Inc.
04.2016 - 01.2017
Assistant Manager
Wing Stop
10.2013 - 03.2016
High School Diploma -
Santa Clara High School
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