Mercedes Ibarra
Long Beach,CA
Summary
Client Manager with extensive experience in strategic business development and client engagement at Allied Universal. Proven expertise in performance evaluation and conflict mediation, resulting in enhanced customer satisfaction and operational efficiency. Achievements include significant improvements in service delivery and compliance metrics.
Overview
20
20
years of professional experience
Work History
Client Manager
Allied Universal
Encino, California
08.2024 - Current
- Implemented best practices for efficient handling of customer inquiries across email, phone, and social media.
- Resolved customer complaints promptly using effective communication techniques.
- Developed strong relationships with clients to enhance satisfaction levels.
- Managed client accounts through regular reviews and strategic advisory sessions.
- Analyzed customer survey data to identify improvement opportunities in products or services.
- Organized client meetings to discuss project progress, timelines, and budgets.
- Maintained accurate records of all customer interactions, including emails and phone calls.
- Monitored performance metrics such as response times and resolution rates to ensure SLA compliance.
Operations Manager
Allied Universal Services
Encino, CA
02.2024 - 08.2024
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved the efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Ensured compliance with safety regulations, and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Created detailed reports on the performance of individual departments within operations.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Collaborated with the management team on long-term strategic planning initiatives for the organization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed staffing needs through recruitment, selection, onboarding, training, and disciplinary action as necessary.
Recruiter
Allied Universal Security Services
Van Nuys, CA
08.2023 - 02.2024
- Developed and implemented recruitment strategies to attract qualified candidates.
- Organized staffing activities, ensuring compliance with established policies.
- Conducted interviews to evaluate qualifications, skills, and experience of applicants.
- Reviewed resumes and applications to identify suitable candidates for open positions.
- Provided career development guidance to existing staff members.
- Maintained accurate records of all staffing-related activities in company database.
- Managed onboarding processes for new hires, including orientation and training programs.
- Participated in job fairs and recruitment events to enhance company brand awareness.
Transit Bus Operator
Transdev
Arcadia, CA
06.2019 - 08.2023
- Conducted pre-trip inspections to ensure bus safety and operational readiness.
- Monitored passenger compliance with safety regulations and fare payments.
- Assisted passengers using mobility devices with boarding and disembarking.
- Responded to inquiries about routes, schedules, and transfers.
- Enforced passenger rules with courteous service.
- Reported mechanical issues or incidents during transit.
- Completed daily paperwork, including logs and reports.
- Maintained professionalism in challenging customer interactions.
Correctional Officer
TDCJ
Gatesville, TX
08.2016 - 05.2019
- Conducted searches of inmates, cells, and prison grounds to identify contraband and illegal activities.
- Maintained order by monitoring inmate behavior and intervening as necessary.
- Enforced regulations to ensure safety for both inmates and staff.
- Responded to emergencies such as riots with appropriate force measures.
- Interacted with inmates to alleviate tensions and foster a peaceful atmosphere.
- Investigated incidents involving prisoners or staff to ascertain responsibility for policy violations.
- Prepared detailed reports documenting all relevant daily operations at correctional facility.
- Served as liaison for inmate families, providing updates on their loved ones' progress.
CBRN Specialist
Army
Killeen, Texas
05.2006 - 07.2016
- Executed CBRN reconnaissance operations across diverse environments.
- Conducted sampling and analysis of air, water, soil, and other materials for CBRN threats.
- Developed operational plans for decontaminating personnel and equipment exposed to CBRN agents.
- Monitored CBRN equipment to ensure optimal functionality and readiness.
- Provided technical guidance for incident response involving CBRN agents and hazardous materials.
- Maintained precise records of all CBRN activities during deployments.
- Prepared operational orders detailing procedures for addressing potential CBRN threats.
- Ensured adherence to safety standards while managing hazardous materials.
Skills
- Strategic business development
- Program oversight
- Safety and compliance management
- Business strategy formulation
- Customer support services
- Performance evaluation
- Organizational leadership
- Contract negotiation and management
- Client engagement strategies
- Ability to thrive in high-pressure situations
- Business operations oversight
- Leadership and team building
- Compliance assurance
- Management expertise
- Problem-solving techniques
- Employee onboarding and training
- Cultural sensitivity awareness
- Proficient in Microsoft Office applications
- Communication effectiveness
- Conflict mediation
Timeline
Client Manager
Allied Universal
08.2024 - Current
Operations Manager
Allied Universal Services
02.2024 - 08.2024
Recruiter
Allied Universal Security Services
08.2023 - 02.2024
Transit Bus Operator
Transdev
06.2019 - 08.2023
Correctional Officer
TDCJ
08.2016 - 05.2019
CBRN Specialist
Army
05.2006 - 07.2016