Kwanna Hinnant
Lancaster,USA
Summary
Results-driven Operations Manager with extensive experience in team leadership, security operations, customer service, and administrative management. Adept at streamlining processes, improving efficiency, and enhancing operational workflows. Proven ability to lead teams, optimize scheduling, and maintain high safety and compliance standards. Excellent interpersonal skills and a strong track record in team development and customer satisfaction.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Site Supervisor
Sunstates Security
04.2024 - Current
- Oversee day-to-day operations to ensure efficiency and compliance with company standards
- Conduct inspections and assessments to maintain safety protocols
- Manage and update schedules to ensure optimal coverage
- Lead hiring processes, including interviewing and job fair participation
- Trained new team members on site policies and procedures.
- Oversaw personnel safety and efforts at work site.
- Developed work schedules for team members to maximize shift coverage.
- Implemented best practices and safe operating procedures.
- Provided clear communication to team members regarding goals, expectations, and individual responsibilities within the project scope.
- Improved employee morale through consistent leadership support, fostering a positive working environment conducive to productivity.
- Resolved issues among team members to keep employees on task.
Site Security Supervisor
Allied Universal
07.2019 - 04.2024
- Supervised security operations, ensuring a safe environment for staff and visitors
- Responded to emergency situations, including fire, medical incidents, and hazardous material exposure
- Provided escort services and incident response to maintain order and safety
- Trained and guided security personnel to uphold security policies
- Evaluated the performance of individual team members as well as overall departmental success in achieving established goals.
- Streamlined reporting processes for incident management, resulting in more efficient resolution of issues.
- Collaborated with other departments to integrate security measures into overall company operations, fostering a culture of safety throughout the organization.
- Maintained up-to-date knowledge of industry trends and best practices in order to continuously improve site security measures.
- Implemented workplace safety initiatives, enhancing overall employee wellbeing and reducing accidents onsite.
- Reviewed existing emergency response procedures, suggesting improvements where necessary for optimal effectiveness during crisis situations.
Customer Support Manager
Walmart
08.2008 - 01.2020
- Developed strategies to improve customer satisfaction and resolve complaints efficiently
- Managed workflow and scheduling to optimize employee performance
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Solved database and pricing issues to reduce company expenditures [Number]%.
CCTV Operator
Securitas
01.2018 - 07.2019
- Monitored security footage to prevent unauthorized activity and ensure compliance
- Maintained logs and recorded incidents for reporting and analysis
- Responded promptly to alarms and security breaches
- Operated and maintained surveillance equipment.
- Monitored activities captured on cameras to inform authorities of suspicious activities.
- Supported effective decision-making during critical incidents by providing real-time information from CCTV monitoring operations.
- Watched both live and recorded video surveillance footage.
- Maintained close liaison with control rooms, police personnel and CCTV partners in relation to incidents.
- Reported any incidents immediately to local law enforcement.
- Assisted law enforcement with investigations by providing relevant CCTV footage when required.
- Enhanced security by monitoring and operating multiple CCTV cameras in a professional setting.
- Facilitated smooth shift handovers with comprehensive written reports detailing incidents that occurred during each respective shift.
Administrative Assistant / Customer Service
MESS Incorporated
01.2003 - 12.2008
- Managed administrative tasks, including scheduling, data entry, and client relations
- Assisted in employee staffing and office coordination
- Handled sensitive information with discretion while maintaining strict confidentiality protocols.
- Improved office efficiency by streamlining administrative processes and implementing new organizational systems.
- Contributed to a reduction in errors on invoices through meticulous review process before submission to customers.
- Managed daily office operations, including scheduling appointments, filing documents, and answering phone calls.
- Developed strong relationships with clients through consistent communication and timely responses to inquiries.
- Efficiently managed inventory levels by tracking supplies usage and placing orders as needed.
- Trained new employees on company procedures and software applications, ensuring a seamless transition into their roles.
- Maintained accurate records of financial transactions, contributing to improved budget management.
Education
Medical Technician - Diploma
Drake College of Business
Elizabeth, NJFrank H. Morell High School
Irvington, NJSkills
- Operations and team management
- Process improvement and efficiency
- Scheduling and workforce planning
- Customer service and client relations
- Security and risk management
- Administrative coordination
- Data entry and reporting
- Conflict resolution and problem-solving
- Staff training and leadership
- Team supervision
- Site coordination
- Site safety
- Security awareness
- Security management
- Team leadership
- Effective communication
- Hiring and onboarding
Certification
- Guard Card
- Class D Security License
- CPR Certification
- Driver's License
Timeline
Site Supervisor
Sunstates Security
04.2024 - Current
Site Security Supervisor
Allied Universal
07.2019 - 04.2024
CCTV Operator
Securitas
01.2018 - 07.2019
Customer Support Manager
Walmart
08.2008 - 01.2020
Administrative Assistant / Customer Service
MESS Incorporated
01.2003 - 12.2008
Frank H. Morell High School
Medical Technician - Diploma
Drake College of Business
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