Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Certification
Languages
Timeline
Generic

ROBERT COLE

Manager
Shasta Lake,CA

Summary

Experienced and results-driven manager with over 15 years of progressive leadership in high-paced environments, including large-scale entertainment venues and team-based operations. Proven expertise in team supervision, scheduling, customer service, inventory control, and enforcing company policies. Adept at fostering positive team morale, driving store performance, and creating a safe and engaging retail experience. Looking to bring strong leadership and customer-first values to a Store Manager role at Spencer Gifts.

Diligent Manager with solid background in overseeing shift operations and ensuring team productivity. Proven track record of optimizing workflows and improving team efficiency. Demonstrated skills in problem-solving and staff training.

As management professional with focus on shift operations, consistently driving team performance and operational improvements. Known for fostering collaborative environment and adapting to changing needs. Reliable communicator and effective decision-maker with expertise in conflict resolution and time management.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Assistant Shift Manager Security

MGM Resorts International
01.2019 - Current
  • Manage security officers, department operations, and support staff, to include interviewing, hiring, creating employee schedules, implementing approved procedures, training and evaluating officers, enforcing policy and administering discipline and coaching as needed; plan, develop and direct staff, work assignments and station coverage.
  • Oversee guest and employee safety by promoting a safe and secure environment and implementing and enforcing state, local jurisdiction, regulatory, and company policies and procedures.
  • Function as a liaison with the appropriate outside agencies during security incidents
  • Assist management with onsite investigations; coordinate and supervise onsite investigations as deemed necessary
  • Monitor and support security-related processing
  • Ensure guest questions and concerns are addressed immediately, either personally, or by contacting the appropriate department or member of management, to obtain the answer to the question, or obtain assistance in resolving the concern.
  • Respond to guest and employee emergencies and reported threats, document incidents and ensure proper escalation for reporting and resolution purposes
  • Perform other job-related duties as requested
  • Reduced staff turnover by implementing comprehensive training programs for new hires and ongoing development opportunities for existing employees.
  • Maintained strict adherence to company policies, safety regulations, and operational standards throughout all shifts supervised.

Security Manager

Golden Entertainment
02.2024 - 07.2024
  • Assisted the Director of Security with administrative duties, including the implementation of department programs and ensuring the effective operation of security functions on assigned shifts.
  • Managed shift operations, including supervision of Security Officers, ensuring adherence to schedules, work standards, and overall shift effectiveness.
  • Oversaw and coordinated all shift activities, including safeguarding company properties, team members, and customers from preventable harm or danger.
  • Responsible for daily planning and scheduling of security activities, establishing priorities, and maintaining follow-up to ensure efficient operations.
  • Administered lost and found property procedures, managed reports, equipment, payroll, and supplies essential for effective security operations.
  • Implemented and monitored security protocols to ensure comprehensive protection and adherence to safety standards.
  • Oversaw team of security officers and managed scheduling and performance evaluations.
  • Managed a team of security personnel, providing regular training for improved performance and professional growth.

Security Supervisor

MGM Resort International
01.2017 - 01.2019
  • Assigned and supervised Monthly Safety Self Inspection Checklist
  • Provided leadership and guidance for Security Officers
  • Responded to calls for service and supervise incident calls.
  • Assigned and supervised schedules
  • Assigned Crisis Management Working Group
  • Assigned Payroll Kronos
  • Conducted regular patrols of facility to detect and deter security threats.
  • Recorded incident reports with detailed accounts of occurrences.

Security Officer

MGM Resort International
01.2008 - 01.2017
  • Provided safe and secure environment for guests and employees in accordance with company policies.
  • Monitored and patrolled all areas of the property.
  • Report Writer
  • Defensive Tactics Instructor
  • CPR and AED Instructor
  • Bike Officer
  • Dispatch Officer
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.

Personal Banker

Wells Fargo
02.2006 - 09.2012
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.

Fitness Manager

Fitness 19
12.2004 - 02.2006
  • Developed strong relationships with members, leading to increased referrals and positive word-of-mouth advertising.
  • Developed a sales program for training and customer retention.
  • Enhanced member experience by addressing concerns promptly and professionally, resulting in higher satisfaction ratings.
  • Managed a team of personal trainers, ensuring high-quality instruction and customer satisfaction.
  • Increased client retention by developing personalized fitness programs tailored to individual needs and goals.
  • Responded promptly to customer issues and resolved problems through effective communication and decision making skills.

Security

United States Marine Corps
01.1989 - 01.1998
  • Platoon Sergeant
  • (2) JTF (Joint Task Force) Missions
  • Operation Fused Boots (Joint Operation with British Royal Marines)
  • Operation Desert Storm

Education

UNLV And CCSN
01.1988

Skills

  • Customer service focus
  • Staff training and development
  • Goal setting and tracking
  • Health and safety compliance
  • Policy enforcement
  • Employee scheduling
  • Workplace safety
  • Strong leadership
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Excellent communication
  • Computer skills

Accomplishments

  • Supervised team of sixty staff members.
  • Used Microsoft Excel to develop schedules.
  • Documented and resolved guest issues which led to positive guest retention.
  • FEMA training in emergency response.
  • US Department of Homeland Security OBP Center for Domestic Preparedness Trained.

Training

  • US Marine Corps NCO Leadership Course
  • US Marine Corps MOUT (Military Operation in Urban Terrain) Training
  • SNCTC EID Training
  • SNCTC Suspicious Activity Training
  • AED & CPR Certified Instructor, MGM Resorts International and American Heart Association
  • MGMRI Defensive Tactics Instructor
  • MGM Resorts International Security Training Development
  • MGMRI Security Report Writing

Certification

CPR/AED Cert.

OBP USDHS Cert.

CA Guard Card

Languages

English
Native or Bilingual

Timeline

Security Manager

Golden Entertainment
02.2024 - 07.2024

Assistant Shift Manager Security

MGM Resorts International
01.2019 - Current

Security Supervisor

MGM Resort International
01.2017 - 01.2019

Security Officer

MGM Resort International
01.2008 - 01.2017

Personal Banker

Wells Fargo
02.2006 - 09.2012

Fitness Manager

Fitness 19
12.2004 - 02.2006

Security

United States Marine Corps
01.1989 - 01.1998

UNLV And CCSN

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