Kevin Ipalawattage
Toronto
Summary
Vigilant Transportation Security Officer with 3 years of experience inspecting passengers and baggage to maintain safety and security of traveling public. Reliable and communicative professional proficient in x-ray, hand wand and explosive detection machine operations. Commended for acting quickly to counter security threats and exercising sound judgment while performing observations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Screening Officer
Garda
Toronto, ON
05.2022 - Current
- (Purple RAIC Holder)
- Examine X-rays within 15 seconds to meet a customer clearance rate of 10 seconds.
- Facilitate the screening process for thousands of passengers daily to ensure efficiency.
- Conduct quick and efficient physical searches of clients.
- Proficiently use handheld metal detectors as part of the screening procedure.
- Resolve customer inquiries/complaints under airport SOPs.
- Actively participated in training programs to enhance conflict resolution skills and stay updated on industry best practices, contributing to ongoing professional development.
- Implemented proactive measures to identify and address potential conflicts before they escalate, contributing to a safer and more secure screening environment.
- Proven ability to effectively resolve conflicts and diffuse tense situations during passenger screenings.
- Demonstrated skill in handling challenging individuals and diffusing potential security concerns with a calm and composed demeanour.
Medical Administrator
FH health
Toronto, ON
01.2021 - 06.2022
- Assist with administrative tasks, including faxing, scanning, handling medical messages, and booking 300 to 500 appointments for corporate deals.
- Answer phone calls and address client requests.
- Check out 300 to 400 patients, manage payments, and facilitate rebooking.
- Respond to 30 to 120 patient emails concerning inquiries about test results and other general matters.
- Demonstrate the ability to collaborate and maintain professional communication at all times.
- Deliver excellent customer service.
Technical support agent (Apple/ Sprint)
Teleperformance
Toronto, ON
05.2018 - 01.2021
- Managed incoming technical support calls, delivering one-call resolutions for reported issues.
- Achieved a perfect promoter score of 100 percent and consistently maintained an 80 percent issue resolution score, sustaining this average during months without a promoter score of 100.
- Entered and maintained new customer details in the system, adhering to company guidelines for shipping and billing addresses.
- Collaborated with company personnel to enhance the working environment and customer service.
- Enhanced call efficiency by 15% through improved communication style, enabling better assistance to a larger customer base.
- Recognized for exemplary scores, I was given the opportunity to mentor new employees after just two months of employment.
Manager
McDonalds
Toronto
10.2015 - 04.2019
- Displayed the ability to de-escalate conflicts in a professional and tactful manner. Exhibited strong multitasking skills, prioritizing tasks and addressing critical and time-sensitive service calls.
- Exhibited punctuality, attention to detail, and exceptional interpersonal skills.
- Demonstrated the ability to make confident emergency decisions within strict policies and procedures.
- Navigated through dynamic situations involving high levels of stress while maintaining composure.
- Possessed a solid understanding of maintaining a healthy work-life balance to manage stress.
- Addressed guest inquiries, concerns, and complaints to ensure their satisfaction.
- Adhered to all safety and security procedures within the restaurant.
Education
Diploma - Police Foundations in Psychology
Seneca College
Toronto, ON04-2018
Skills
- Cultural sensitivity
- Conflict resolution
- Customer service and assistance
- Emergency preparedness
- De-escalation techniques
- Operations management
- Policy enforcement
- Public safety awareness
Certification
- OACP Certification
- March 2023 to Present
Timeline
Screening Officer
Garda
05.2022 - Current
Medical Administrator
FH health
01.2021 - 06.2022
Technical support agent (Apple/ Sprint)
Teleperformance
05.2018 - 01.2021
Manager
McDonalds
10.2015 - 04.2019
Diploma - Police Foundations in Psychology
Seneca College