Process Improvements
MICHAEL HORVATH
Customer Service Expert
Franklin Park,IL
Summary
A determined, flexible, and experienced employee seeking a position in Management. Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful with proven success leading productive teams. Business-minded professional tackling any job task with gusto and precision. Determined in delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations. Ready to offer exceptional leadership and planning abilities to take on new role. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Director of Operations
American Guard Group LLC
05.2023 - Current
- Established operational guidelines and identified opportunities for improvement.
- Worked with management team to develop operational goals aligned with business strategy
- Set goals and expectations for direct reports using performance review process, holding staff accountable
- Assessed and evaluated business procedures and implemented structure to improve day-to-day operations
- Recognized employees for demonstrating excellent service resulting in increased company morale
- Communicated clear and consistent messages regarding departmental goals to produce desired results
- Developed and maintained client relationships to grow business and improve account retention
- Assessed reports and adjusted workflows to realign with targets
- Contributed to organizational strategic direction to improve products and services
- Enhanced customer service and satisfaction through policy and procedural changes
- Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures
- Organized and oversaw work schedules of departmental managers
- Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
Assistant Director of Operations
American Guard Group LLC
09.2021 - 05.2023
- Analyzed worker or production problems and recommended solutions for improving procedures or implementing motivational plans
- Monitored and documented security team member's punctuality and attendance
- Carried out routine inspections of sites to observe activities and compliance with rules and procedures
- Recorded required data for incident reports and files
- Assessed company security risks and developed actionable solutions to be presented to management
- Mentored employees in handling issues with customers, tenants and other individuals
- Communicated clear action plans to optimize results and successfully execute operational activities.
Security Field Supervisor
American Guard Group LLC
03.2020 - 09.2021
- Training security officers in proper security measures
- Performing site inspections and equipment inspections to confirm that grounds and gear are all up to safety standards without need for repair.
- Providing customer service to customers or guests that may require assistance.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection
- Oversaw team of security officers and managed scheduling and performance evaluations
- Prepared and submitted reports to keep management informed of security activities and developments
- Managed security staff rotation for position coverage on breaks
- Recorded daily security occurrences in site assignment log
Security Officer
Titan Security Group
01.2019 - 03.2020
- Addressed problems quickly and reported clear information while working under minimal supervision
- Guarded restricted areas to prevent unauthorized entry
- Monitored premises and recorded activity in daily officer reports
- Secured premises by inspecting buildings and patrolling property
- Verified photo IDs to allow guests passage
- Completed incident reports to record security or loss prevention incidents
- Documented security-related situations and submitted in-depth reports to superiors
- Reported safety hazards for remediation response
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity
- Enforced security regulations and escorted non-compliant individuals to private areas for processing.
- Met and greeted tenants, vendors and guests, tracked non-residents via sign-in logbook, denied entry to unauthorized people and answered front-desk telephone
- Respected privacy and confidentiality of residents and guests by declining to divulge information to unauthorized individuals entering the building or telephoning.
Coat & Luggage Attendant
Kelly J. Coatrooms
08.2013 - 01.2019
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Greeted visitors pleasantly upon arrival and offered immediate assistance
- Responded to guest concerns and requests and quickly handled issues
- Greeted guests at the front lobby, directed to check-in and offered assistance with luggage
- Greeted guests coming in and held doors open for people entering the building
- Demonstrated leadership by making improvements to work processes and helping to train others
- Assisted with customer requests and answered questions to improve satisfaction.
Education
Diploma - Hemodialysis technician
Tukiendorf Training Institute
Chicago 01.2011 - 05.2012
High School Equivalent -
Kennedy King College
Chicago, IL 01.2006 - 05.2006
Skills
Leadership Training
Operations Oversight
Strategic Planning and Execution
Process Improvement
Quality Assurance
Schedule Management
Employee Development
Team Building
Active Listening
Interpersonal Skills
Professional Demeanor
Staff Training/Development
Effective Leader
Employee Relations
Payroll Administration and Timekeeping
Excellent Communication
Customer Service
Timeline
Director of Operations
American Guard Group LLC
05.2023 - Current
Assistant Director of Operations
American Guard Group LLC
09.2021 - 05.2023
Security Field Supervisor
American Guard Group LLC
03.2020 - 09.2021
Security Officer
Titan Security Group
01.2019 - 03.2020
Coat & Luggage Attendant
Kelly J. Coatrooms
08.2013 - 01.2019
Diploma - Hemodialysis technician
Tukiendorf Training Institute
01.2011 - 05.2012
High School Equivalent -
Kennedy King College
01.2006 - 05.2006
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