Luis Rosa

• People Management - Coaching/Feedback: Provide constructive feedback and regular coaching throughout the year to help employees achieve performance objectives and develop their professional capabilities.
• Update documented procedures and develop new procedures as directed to accommodate portfolio growth and quality service delivery.
• Constant communication and follow up with all team members on enhancements, projects, etc. and manage process where required (Data management, telephony, workforce management, IT, etc.).
• Drive Diversity and Inclusion.
• Account Management - Provide a high level of assistance and service to the Account team.
• Act as a liaison between FM Operations and enterprise key stakeholders.
• Ensure Global Facility Service Center is offering the best of its capabilities to end users while following the best practices set in place in terms of continuous improvements and by benchmarking industry standards.
• Responsible for timely and accurate escalation of critical incidents and events to appropriate parties and stakeholders.
• Performance management – maintain key performance metrics for weekly, monthly and quarterly reporting cycles.
• Manage workflow of team and escalate red flags to Sr. leadership as needed.
• Financial Targets - Optimize staff and manage scheduling to minimize unplanned overtime.
• Explore Optimization opportunities for people, processes and technology.
• Focus on JLL projects to bring operational cost down.
  Understand the Finance operation of the POC to help on projects and changes that bring savings.
• Growth of the company - Support go-live and ongoing operations for Account team and portfolio growth and changes.
  

Oversee and direct security program at all assigned properties ensuring contract compliance and development of relationship with Allied Universal client contacts. This position serves as liaison for regional and local Allied Universal District Managers to help ensure all operational, financial and administrative functions for assigned account have been performed. Individual’s performance will be evaluated based on, but not limited to, providing quality customer service to assigned customer and assisting in achieving financial goals and objectives of Allied Universal.

Portfolio Operations Center Manager – Overseeing, directing the call center operations. Ensure compliance with Client requirements for systems monitoring, customer service, emergency & alarm response, physical security, access control and crime prevention.

•Control access to buildings and monitor activities of visitors.

•Monitor alarm events, investigate, report and maintain records of security related incidents.

•Responsible for managing security related vendor partner relationships; developing goals and objectives, measuring results and implementing improvement programs.

•Program, analyze, and perform diagnostic troubleshooting.

•Ensure Client access control policies and procedures are applied consistently and enforced across the portfolio.

•Maintain on-going communications with Facility Managers and other building services related staff.

Retired Connecticut State Police Sergeant with 25 years of law enforcement experience.