Keira Collins

• Patrolled transit plaza facilities and surrounding areas to ensure passenger safety, deter criminal activity, and protect property.
• Monitored surveillance systems to identify and respond promptly to suspicious behavior or safety concerns.
• Enforced transit authority regulations with a focus on maintaining a safe, orderly environment.
• Applied advanced de-escalation techniques to resolve verbal and physical conflicts between passengers, staff, and the public.
• Conducted preliminary investigations into incidents, gathering witness statements, reviewing surveillance footage, and documenting findings.
• Produced clear, detailed incident reports, daily activity logs, and investigation summaries for management and legal use.
• Responded to emergencies, disturbances, and incidents, coordinating with law enforcement and medical personnel as required.
• Assisted passengers with wayfinding, safety information, and general inquiries to enhance public experience.

Key Achievements

• Successfully resolved multiple high-tension situations without injury or property damage through calm, assertive communication.
• Reduced frequency of disruptive behavior by maintaining a visible, approachable presence and building rapport with regular transit users.
• Assisted in medical emergencies, providing first aid and support until emergency responders arrived.
• Conducted thorough incident investigations, ensuring accurate evidence collection and supporting law enforcement actions.
• Recovered and returned lost property to passengers, strengthening public trust in security presence.

• Greeted and assisted customers in a fast-paced, high-volume environment, ensuring a positive service experience.
• Processed transactions, membership sales, and service upgrades accurately and efficiently.
• Resolved customer concerns and complaints, using patience, empathy, and problem-solving skills to de-escalate tense situations.
• Maintained in-depth knowledge of services, pricing, and promotions to provide accurate information and recommendations.
• Coordinated with team members to ensure smooth workflow and timely service delivery.
• Ensured cleanliness, safety, and organization of work areas in compliance with company standards.

Key Achievements

• Successfully handled high volumes of challenging customer interactions, turning negative experiences into positive outcomes.
• Consistently met or exceeded sales goals through upselling and personalized service recommendations.
• Earned repeat business and positive customer feedback by building rapport and maintaining professionalism in all interactions.
• Recognized by management for maintaining composure and delivering quality service under pressure.
• Assisted in training new team members on effective customer engagement and conflict resolution techniques.