Michael Cervantes

• Managed escalated customer issues, ensuring timely resolution and maintaining strong client relationships.
• Adhered strictly to industry regulations and company policies, ensuring compliance among all agents under supervision.
• Collaborated with cross-functional teams to develop strategies for improving overall company performance in the market.
• Assisted guests in person and on phone with information about tours and services.
• Increased efficiency within the department through the implementation of innovative workflow processes tailored specifically towards agent success.
• Implemented new training programs for agent development, resulting in increased productivity and overall performance.
• Assisted in supervision of Guest Service Agents as directed.
• Promoted growth and teamwork within the work environment.
• Established clear channels of communication between management and agents to ensure transparency regarding expectations and concerns from both parties involved.
• Contributed valuable insights during strategic planning sessions aimed at maximizing company growth potential.
• Consistently maintained exceptional levels of professionalism when interacting with clients or team members alike throughout daily operations.
• Worked closely with fellow team members to support on-time vessel departures.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Developed effective improvement plans in alignment with goals and specifications.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Created and managed project plans, timelines and budgets.

Utilized communication and de-escalation skills to maintain procedural adherence.

• Conducted security checks at entrances, ensuring unauthorized persons were prevented from entering facility.
• Upheld a professional appearance and demeanor while on duty, projecting authority and confidence to deter potential threats and instill trust in clients.

• Managed escalated customer issues, ensuring timely resolution and maintaining strong client relationships.
• Adhered strictly to industry regulations and company policies, ensuring compliance among all agents under supervision.
• Collaborated with cross-functional teams to develop strategies for improving overall company performance in the market.
• Assisted guests in person and on phone with information about tours and services.
• Increased efficiency within the department through the implementation of innovative workflow processes tailored specifically towards agent success.
• Implemented new training programs for agent development, resulting in increased productivity and overall performance.
• Assisted in supervision of Guest Service Agents as directed.
• Promoted growth and teamwork within the work environment.
• Established clear channels of communication between management and agents to ensure transparency regarding expectations and concerns from both parties involved.
• Contributed valuable insights during strategic planning sessions aimed at maximizing company growth potential.
• Consistently maintained exceptional levels of professionalism when interacting with clients or team members alike throughout daily operations.
• Worked closely with fellow team members to support on-time vessel departures.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Developed effective improvement plans in alignment with goals and specifications.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Created and managed project plans, timelines and budgets.

• Completed detailed reports on daily activities, incidents, or irregularities observed during shift hours.
• Assisted in emergency situations by remaining calm under pressure, following established protocols, and providing support to first responders.
• Responded quickly to alarms or other emergencies while coordinating with local law enforcement when necessary for swift resolution of incidents.
• Upheld a professional appearance and demeanor while on duty, projecting authority and confidence to deter potential threats and instill trust in clients.
• Detected potential threats by closely observing behaviors, identifying suspicious activities, and promptly reporting incidents to supervisors or law enforcement.
• Collaborated with team members for seamless coordination, ensuring comprehensive coverage of all assigned areas.
• Maintained order during events with efficient crowd control techniques and clear communication with event staff.
• Provided exceptional customer service by addressing visitor questions or concerns in a friendly and professional manner.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• Restricted access to sensitive areas using key cards and security codes.
• Protected valuable assets by securing doors, windows, gates, and other points of entry after business hours or during special events.
• Complied with all company policies, local laws, and regulations governing security guard duties.
• Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
• Enhanced visitor experience by offering assistance and ensuring secure environment.
• Trained new guards on security protocols, improving team efficiency and readiness.
• Ensured compliance with safety regulations during large events, leading to decrease in accidents.
• Developed emergency response plan, improving preparedness for potential crises.
• Resolved conflicts among visitors, maintaining peaceful atmosphere.
• Enhanced security measures by identifying potential risks during routine inspections.
• Coordinated with local law enforcement during incidents, facilitating swift resolution.
• Managed access control systems to secure sensitive areas, protecting against unauthorized access.
• Ensured safety of premises by conducting regular patrols, reducing incidents of theft and vandalism.
• Reported maintenance issues that could pose safety hazards, maintaining safe environment for all.
• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Examined doors, windows and gates to verify security.
• Worked independently and collaboratively to resolve urgent issues to protect lives and property.
• Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
• Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
• Leveraged physical or verbal techniques to investigate suspicious activities and resolve concerns.
• Wrote detailed reports of all security breaches and investigations.
• Investigated suspicious activities and persons to maintain security of premises.
• Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.