Khalid Payne
Winchester,CA
Summary
With over twenty years of experience in Physical Security, Quality Assurance, and Customer Service, I am seeking a full-time position that provides professional challenges and opportunities for growth. I am looking to join a dynamic organization where my contributions can make a significant impact on its growth. I am a methodical and reliable individual, adept at handling multiple tasks while maintaining a positive attitude and willingness to take on additional responsibilities to help the team achieve its goals.
Overview
14
14
years of professional experience
Work History
Roving Patrol Supervisor
Signal88 Security
02.2022 - Current
- Provide support to patrol officers in non-enforcement activities
- Respond to client service requests and maintain security vehicles and equipment
- Identify and report criminal activities while addressing property safety concerns
- Handle abandoned property, assist in special events' traffic control, and manage the onboarding of new hires
- Actively participate in recruitment and community engagement events
- Consistently pass periodic performance evaluations, ensuring high standards
- Maintain regular and reliable attendance.
- Enhanced team communication with regular briefings, debriefings, and information sharing.
- Enforced motor vehicle laws and regulated traffic.
- Investigated reports of suspicious activities.
- Led a diverse team of patrol officers, fostering collaboration and professional growth.
- Reduced response times to incidents through effective resource allocation and proactive patrolling strategies.
- Talked regularly with citizens to establish rapport and become familiar presence in area.
- Monitored crowded public areas and events to mitigate risk and promote safety.
- Monitored and evaluated performance of security personnel to identify weaknesses and provide feedback for improvement.
Quality Assurance Specialist
Great Call Inc
07.2017 - Current
- Evaluate inbound and outbound calls to uphold company standards and quality
- Completed deviation forms and recorded findings of the call taking process, collaborating with quality team
- Offer feedback to leadership for continuous improvement and adherence to call center FAQs
- Participate in providing monthly production updates, trends, and suggestions to leadership during Quality Assurance Meetings
- Participate in monthly Calibration to review Emergency Incident case findings with Leadership and Urgent Response Quality Assurance Team
- Promoted adherence to quality standards by educating personnel on incident response quality control.
- members and department managers to implement procedural remedies.
- Mentored junior QA specialists, to develop their skills and competence, fostering a culture of continuous learning and professional growth.
- Complete audits to ensure compliance with government regulations i.e PHI/HIPAA and ACE Accreditation
- Established and managed a You Make a Difference Rewarding and Recognition program for Call Center staff.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Reported problems and concerns to management.
Dispatcher
Great Call Inc
05.2014 - 07.2017
- Responded to inbound customer calls and efficiently dispatched them to appropriate agencies
- Maintained accurate logs of all communications, ensuring customer safety and PHI HIPAA compliance
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Attended regular training to stay updated and provided supervisor-on-duty support
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Fostered a spirit of teamwork and protected the confidentiality of patient information.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Assisted in resolving customer complaints and grievances.
Armed Driver/Hopper
Dunbar Armored
03.2010 - 04.2014
- Managed the secure transportation and protection of valuables for businesses in San Diego County
- Handled multi-line phones, processed client files, and managed various bookkeeping duties
- Served as a DOT-certified route driver for money delivery and pickup in various denominations
- Built positive relationships with customers and provided training and coaching to staff
- Maintained a clean driving record, demonstrating commitment to safety and professionalism on the job.
- Maintained data integrity to ensure accurate financial and operational records.
- Responded calmly and efficiently in emergencies or unexpected scenarios involving crime or medical issues.
- Increased efficiency by assisting in loading and unloading of cargo, minimizing time spent at each stop.
- Safeguarded company assets during transportation by adhering to strict security protocols and procedures.
- Reduced risk of theft by utilizing advanced surveillance equipment and maintaining constant communication with team members.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory requirements.
- Enhanced security measures by conducting thorough vehicle inspections and ensuring proper maintenance.
- Conducted regular pre-and post-trip inspections of vehicles, reporting any issues promptly for resolution before commencing duties.
- Utilized defensive driving techniques to minimize potential accidents or incidents while on duty.
Education
No Degree - Cybersecurity
Coursera Play It Safe : Manage Security Risks
Google 01.2024
No Degree - Cybersecurity
Coursera Foundations of Cybersecurity
Google12.2023
Diploma - IAED ADVANCED EPD/EMDQ/EMDCERTIFIED
International Academies of Emergency Dispatch
Carlsbad, CA05.2018
High School Diploma -
Grossmont High School
La Mesa, CA06.1997
Skills
- Proficient in MS Office, including Excel (sorting, filtering, basic formulas)
- Experienced in Customer Service IVR systems such as Tracker, Hawkeye, NetSuite, Coastguard, Genesys Cloud and Speech minor
- Knowledgeable in Telehealth Triage Remote patient monitoring medical alert devices
- Advanced Medical Priority Response Dispatch
- Advanced Police Priority Dispatch
- Detail-oriented, deadline-driven, problem-solver
- Exceptional verbal and written communication abilities
- Proven capability to manage multiple tasks and work independently
- Adheres to strict confidentiality and ethical standards
- Comply with all regulations regarding corporate integrity and security obligations
- Leadership skills
- Situational Awareness
- Team Management
- Active Listening
- Written Communication
- Continuous Improvement
Websites
Timeline
Roving Patrol Supervisor
Signal88 Security
02.2022 - Current
Quality Assurance Specialist
Great Call Inc
07.2017 - Current
Dispatcher
Great Call Inc
05.2014 - 07.2017
Armed Driver/Hopper
Dunbar Armored
03.2010 - 04.2014
No Degree - Cybersecurity
Coursera Play It Safe : Manage Security Risks
No Degree - Cybersecurity
Coursera Foundations of Cybersecurity
Diploma - IAED ADVANCED EPD/EMDQ/EMDCERTIFIED
International Academies of Emergency Dispatch
High School Diploma -
Grossmont High School
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