Norma Melchor
Los Angeles,CA
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Proven history of retaining clients using problem-solving strong relationship-building. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Account Manager
GSG Protective Services
Sony Pictures, Culver City
01.2019 - 06.2024
- Managed department heads and staff, including administrative, uniform security guards
- Managed schedules for all departments
- Audit hours and weekly payroll
- Develop, maintain, and consult, as appropriate, on security policies, procedures, and guidelines
- Develop staff in technical and professional skills through performance management (coaching, counseling, disciplining, training, annual performance evaluations and recognitions
- Managed uniforms, equipment, supplies and vehicles utilized at account site.
- Maintain emergency response procedures
- Monitor effectiveness and compliance of training and development initiatives
- Liaison with local law enforcement officials
- Developed and maintained effective working relationships with staff to support team goals
- Maintain professional relationships with vendors, consultants, and corporate industry peers
- Responsible for developing and managing budgets and rate compliance of vendors cost
- Responsible for overall management of guard service vendors
- Develop and manage quality control and audit processes
- Ensure recruitment and retention of qualified, capable talent
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Studio Service Manager
Allied Universal Security
Sony Pictures, Culver City
01.2006 - 01.2019
- Responsible for overall management of the Studio call center, including 14 representatives
- Responsible for maintaining consistency of standards and services through change management activities, and serves as global lead for management of ID badges, access, and SEHS service fulfillment
- Report, and work under the supervision of the Dir Production Security & Special Events
- Liaison with business unit leaders and department heads to establish security requirements for tenant space
- Manage access control issues and complaints that require escalation and troubleshooting
- Monitor and track production and client activity; provide forecasts of activity to security and parking operational leads to streamline demand management and scalability of services
- Manage global ID badges and access administration
- Ensure compliance to Sony policies, standards, and guidelines regarding physical access, to include issuance of badges, provisioning of access, collection, and deactivation of credentials.
- Participate in and manage special projects as needed
- Responsible for overall administration of approximately 5,000 parking stalls at SPE Culver City properties.
- Trained and backfill vacancies in the GSOC.
Visitor Center
Andrews International / AI
Sony Pictures, Culver City
01.2003 - 01.2006
- Responsible for enforcing company & client's access policies while supporting the Studio Service Center
- Remaining alert and focused on Visitor Center location
- Validating credentials and controlling access from unauthorized individuals
- Greet and welcome visitors, employees, vendors and provide directions
- Administrative duties; data entry, filing and updating records
- Managed incoming calls, emails, and faxes daily from customers
- Supporting and screening tour guest and audience members
- Conduct administrative duties.
- Trained new staff on center operations, procedures, and customer service standards to ensure consistency in performance levels.
- Provided exceptional customer service, addressing visitor inquiries and concerns promptly and professionally.
Security Officer
Advanced Tech Security
Sony Pictures, Culver City
01.1997 - 01.2003
- Responsible for security premises and personnel by staying on patrol, monitoring CCTV cameras, perform building inspections, guarding entry points
- Verifying visitors by utilizing the visitor management system
- Validating credentials and controlling access from unauthorized individuals
- Prevent losses and damage by reporting irregularities, informing violators of policy and procedures, reporting trespassers
- Remaining alert and focused
- Politely denying access when applicable
- Assisting with vehicle traffic control as needed
- Communicating with the Studio Emergency Operators during emergencies and other incidents
- Cross trained with the Studio Emergency Operators.
Education
High School Diploma -
John C. Fremont Senior High School
Los Angeles, CASkills
- Bilingual
- Excellent customer service
- Ability to manage multiple projects
- Office/administration experience, particularly in a team environment
- Skilled in conflict resolution
- Time Management
- Guard Card
- CPR/First Aid/AED
- Background in supervision and management
- Safety and security regulations
- Lead for COVID-19 response for Production Resumption
- Experience in working in the Entertainment Industry and continuous support for live events and local productions
- Community Volunteer
- Customer Relations
Certification
- ASIS International
- Mental Health First Aid Certification
- CPR/AED & Stop the bleed certification
- Work Place Violence Strategies
Timeline
Account Manager
GSG Protective Services
01.2019 - 06.2024
Studio Service Manager
Allied Universal Security
01.2006 - 01.2019
Visitor Center
Andrews International / AI
01.2003 - 01.2006
Security Officer
Advanced Tech Security
01.1997 - 01.2003
High School Diploma -
John C. Fremont Senior High School