Kelli Horstmeyer
Chico,CA
Summary
- Results-driven professional with extensive experience in managing security operations and training personnel. Known for strong conflict resolution and relationship-building skills, contributing to enhanced safety and guest satisfaction in dynamic settings.
- Utilizes advanced problem-solving skills to address security threats and maintain safe environment. Knowledge of implementing strategic security measures and coordinating with law enforcement to ensure comprehensive protection.
- Responds and acts appropriately to situational assessments, including criminal acts and fire and medical emergencies remaining alert, attentive and vigilant at all times. Anticipates trouble and takes steps to intervene and diffuse using keen eye for detail.
- Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency.
- Possesses versatile skills in problem-solving and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
14
14
years of professional experience
Work History
Security Lieutenant
Feather Falls Casino
Oroville, CA
10.2017 - Current
- Manage Security team to ensure it operates effectively with in the Casino.
- Making sure Security staff members are trained adequately when when handling a variety of incidents.
- Prioritizing guest and employee safety while inside the Casino.
- Making quick informed decisions during sometimes tense and stressful situations.
- Collaborating with other departments within the Casino to ensure special events and everyday Casino happenings run smoothly.
- Communicating important information in a timely and clear manner so situations are handle swiftly and efficiently.
- Working with law enforcement during incident to facilitate effective solutions.
- Handling major medical incidents with in the Casino, preforming CPR or rendering other forms of medical aid to a guest/employees and passing along information to medical and fire personal.
- Investigate incidents involving theft, altercations, or property damage to develop comprehensive reports.
- Writing daily reports to document major events that have happened during my shift.
- Preform monthly key audits ensuring the integrity of sensitive keys with in the Casino.
- Preform weekly maintenance on the Keywatcher, replacing keys, smart keys and hubs when necessary.
- Updated and create Arrest Packets for patrons who have been Debarred from Casino property and working with the Sheriffs department to ensure the procedure is done appropriately.
Customer Service Manager
Walmart
Redmond, OR
02.2012 - 08.2017
- Oversaw daily operations, ensuring company policy was being followed.
- Mentored staff on communication techniques to elevate customer service satisfaction.
- Took ownership of customer service issues and followed through until the problem had been resolved.
- Managed a team of customer service employees, enforcing a positive work environment.
- Trained associates regularly ensuring they were comfortable with the task they needed to perform as part of their job duties.
- Handled the distribution of cash to cashiers, customer service associates, and registers in other departments in a timely manner.
- Facilitated clear communication between departments to ensure customer concerns were handled efficiently.
- Handled scheduling for multiple branches of the Department and helped to cover vacations when certain areas were short staffed or when employees would call out.
- Handled disciplinary actions when necessary including write ups, suspensions and even terminations.
- Held consistent departmental meetings to ensure any concerns were handled immediately and effectively.
Education
High School Diploma -
Yuba College
Lakeport, CASkills
- Daily incident reporting
- Security personnel training
- First aid and CPR
- Team leadership
- Skilled in conflict resolution
- Staffing and scheduling
- Relationship building and management
- Crisis management
- Customer relations
- Decision-making
- Cash handling
- New hire training
Timeline
Security Lieutenant
Feather Falls Casino
10.2017 - Current
Customer Service Manager
Walmart
02.2012 - 08.2017
High School Diploma -
Yuba College