Robin Emmons
Archdale,NC
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
15
15
years of professional experience
Work History
Client Manager
Allied Universal Security Services
Greensboro, NC
10.2021 - Current
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Established trust with clients through consistent follow-up and a commitment to understanding their unique business needs.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained detailed records of all client interactions, ensuring accuracy in reporting and facilitating clear communication across teams involved in each project or campaign execution.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Service Manager
Allied Universal Security Services
Greensboro, NC
12.2020 - 10.2021
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Account Manager
Allied Universal Security Services
Greensboro, NC
08.2020 - 12.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Improved overall team productivity by implementing best practices in organization and time management.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Kept detailed records of daily activities through online customer database.
- Recorded accurate and efficient records in customer database.
- Contributed to team objectives in fast-paced environment.
Service Manager
Allied Universal Security Services
Greensboro, NC
03.2019 - 08.2020
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Operations Manager
US Security Assocites
Kernersville, NC
09.2015 - 03.2019
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Security Site Supervisor
US Security Assocites
High Point, NC
09.2015 - 09.2017
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Recorded incident reports with detailed accounts of occurrences.
- Removed unauthorized persons from facility grounds.
- Managed and trained a team of security personnel for optimal performance in maintaining site safety.
- Managed team schedules to provide effective security coverage for building needs.
- Maintained detailed logs of daily activities, providing accurate records for management review.
- Monitored alarm systems, responding promptly to alerts and coordinating appropriate action.
- Participated in ongoing professional development opportunities to stay current with industry best practices.
- Coordinated fire drills for staff members, enhancing their understanding of evacuation procedures during emergencies.
- Resolved conflicts among employees or visitors professionally, promoting a safe and harmonious environment.
- Wrote and submitted daily reports on security team operations.
- Enhanced site security by implementing surveillance systems and conducting regular patrols.
- Oversaw investigation into reported incidents, ensuring timely identification of cause and appropriate disciplinary action if needed.
- Provided guidance to security staff on appropriate courses of action for diverse situations.
- Conducted thorough risk assessments to identify vulnerabilities and implement necessary countermeasures.
- Reduced incidents of trespassing by maintaining a strong security presence and enforcing access control measures.
- Implemented access badge system, improving tracking of personnel movement within the facility.
- Collaborated with local law enforcement agencies to bolster site protection and share intelligence on potential threats.
- Evaluated performance metrics for security staff, providing constructive feedback for continuous improvement.
- Performed routine maintenance checks on security equipment to ensure functionality and readiness.
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Cultivated relationships with neighboring businesses to foster cooperation in maintaining overall area safety.
- Developed comprehensive emergency response plans for various scenarios, ensuring preparedness in the event of an incident.
- Streamlined reporting procedures, resulting in improved communication between security staff and management.
- Advised security team and conducted investigations of significant threats and loss or misappropriation of assets.
- Developed improved training methods with focus on public safety and officer awareness.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Collaborated with management to develop security policies and procedures.
- Developed and implemented strategies to prevent and respond to security incidents.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Conducted regular patrols of facility to detect and deter security threats.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
- Monitored and approved access control systems for accessibility to authorized personnel.
- Coordinated with security personnel or other departments to establish safety of visitors and staff.
- Trained security workers on site-specified procedures.
- Completed shift handover reports and debriefed next shift upon arrival.
- Managed security staff rotation for position coverage on breaks.
- Monitored and evaluated performance of security personnel and provided feedback to improve performance.
- Performed security investigations and reported findings to client management.
- Provided first-line support to shift workers during incidents and escalated situations as appropriate.
- Assessed electronic security systems and reported malfunctions.
Security Site Supervisor
Walden Security
High Point, NC
10.2012 - 09.2015
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Recorded incident reports with detailed accounts of occurrences.
- Removed unauthorized persons from facility grounds.
- Managed and trained a team of security personnel for optimal performance in maintaining site safety.
- Managed team schedules to provide effective security coverage for building needs.
- Maintained detailed logs of daily activities, providing accurate records for management review.
- Monitored alarm systems, responding promptly to alerts and coordinating appropriate action.
- Participated in ongoing professional development opportunities to stay current with industry best practices.
- Coordinated fire drills for staff members, enhancing their understanding of evacuation procedures during emergencies.
- Resolved conflicts among employees or visitors professionally, promoting a safe and harmonious environment.
- Wrote and submitted daily reports on security team operations.
- Enhanced site security by implementing surveillance systems and conducting regular patrols.
- Oversaw investigation into reported incidents, ensuring timely identification of cause and appropriate disciplinary action if needed.
- Provided guidance to security staff on appropriate courses of action for diverse situations.
- Conducted thorough risk assessments to identify vulnerabilities and implement necessary countermeasures.
- Reduced incidents of trespassing by maintaining a strong security presence and enforcing access control measures.
- Implemented access badge system, improving tracking of personnel movement within the facility.
- Collaborated with local law enforcement agencies to bolster site protection and share intelligence on potential threats.
- Evaluated performance metrics for security staff, providing constructive feedback for continuous improvement.
- Performed routine maintenance checks on security equipment to ensure functionality and readiness.
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Developed comprehensive emergency response plans for various scenarios, ensuring preparedness in the event of an incident.
- Streamlined reporting procedures, resulting in improved communication between security staff and management.
- Advised security team and conducted investigations of significant threats and loss or misappropriation of assets.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Collaborated with management to develop security policies and procedures.
- Developed and implemented strategies to prevent and respond to security incidents.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Conducted regular patrols of facility to detect and deter security threats.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
- Monitored and approved access control systems for accessibility to authorized personnel.
- Coordinated with security personnel or other departments to establish safety of visitors and staff.
- Trained security workers on site-specified procedures.
- Completed shift handover reports and debriefed next shift upon arrival.
- Managed security staff rotation for position coverage on breaks.
- Monitored and evaluated performance of security personnel and provided feedback to improve performance.
- Performed security investigations and reported findings to client management.
- Provided first-line support to shift workers during incidents and escalated situations as appropriate.
- Conducted fire drills and other simulated emergencies to determine overall site safety.
- Developed and implemented security policies, procedures and systems to protect personnel, property and data.
- Assessed electronic security systems and reported malfunctions.
Security Officer
G4S Secure Solutions
High Point, NC
09.2009 - 10.2012
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.
- Responded quickly to incidents and assessed active situations for security concerns.
- Responded quickly to emergency situations to assess and deflect issues.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Monitored CCTV cameras and alarm systems for security breaches.
- Examined doors, windows and gates to verify security.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
Education
High School Diploma -
Trinity High School
Trinity, NC06.2001
Skills
- Client Services
- Team Oversight
- Strategy Development
- Financial Acumen
- Customer Service
- Customer Portfolio Management
- Time Management
- Account Management
- Customer Billing
- Staff Training and Development
- Client Base Retention
- New Hire Onboarding
- Goal Setting and Achievement
- Account Servicing
- Employee Retention
- Operations Management
- Decision-Making
- Performance Evaluations
Timeline
Client Manager
Allied Universal Security Services
10.2021 - Current
Service Manager
Allied Universal Security Services
12.2020 - 10.2021
Account Manager
Allied Universal Security Services
08.2020 - 12.2020
Service Manager
Allied Universal Security Services
03.2019 - 08.2020
Operations Manager
US Security Assocites
09.2015 - 03.2019
Security Site Supervisor
US Security Assocites
09.2015 - 09.2017
Security Site Supervisor
Walden Security
10.2012 - 09.2015
Security Officer
G4S Secure Solutions
09.2009 - 10.2012
High School Diploma -
Trinity High School