Sergio Serrano
Long Beach,CA
Summary
Highly motivated and results-oriented professional seeking to enhance skills and growth. Demonstrating effective communication and leadership skills to train and direct team members in achieving objectives. Possesses excellent technical/computer skills, easily adapting to new technology systems.
Overview
6
6
years of professional experience
Work History
Client Service Manager
Gardaworld Security Services
03.2022 - Current
- Engaged in regular discussions with clientele.
- Compiled weekly payroll data and reports
- Performed audits on Garda staff at various locations
- Coordinated biweekly regional staff meetings focused on leadership.
- Issuing Disciplinary Actions.
- Identified and selected qualified candidates.
- Developed and managed client relationships to ensure satisfaction with services provided.
- Provided timely responses to customer inquiries and requests for service.
- Monitored customer accounts to identify any potential issues or areas of improvement.
- Coordinated with internal teams to develop strategies for addressing customer needs in a timely manner.
- Maintained accurate records of customer interactions and transactions.
- Generated monthly performance reviews that highlighted successes, challenges, and areas of improvement within the department.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Organized client contracts, records, and reports to strengthen traceability.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Site Supervisor
Allied Universal Security Services
Carson, CA
02.2021 - 03.2022
- Contributed to discussions and strategic planning in bi-weekly sessions
- Generated weekly reports for Samsung National Portfolio Manager and SEA team.
- Connected with other Site Leaders every week.
- Ensured site standard regulations were met through comprehensive audits
- Executed administrative responsibilities for scheduling and finance reporting
- Coordinated assistance for visitor and contractor needs
- Conducted frequent reviews of surveillance recordings
- Managed and supervised a team of 10+ site staff members to ensure safety, quality control and efficient operations.
- Organized daily workflow for the team, ensuring tasks were completed on time and within budget.
- Conducted regular training sessions with staff to ensure compliance with company policies and procedures.
Operation Manager
Allied Universal Security Services
02.2021 - 03.2022
- Handled timekeeping and payment calculations regularly
- Engaged in regular safety briefings
- Managed schedules for 8,000 HPW.
- Managed recruitment processes at Allied Universal.
- Facilitated coordination among Site Managers across multiple accounts
- Coordinated cross-site coverage with operational leadership
- Ensured compliance with proper procedures
- Provided quick turnaround by addressing queries from staff and supervisors in 24-hour timeframe
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
Site Supervisor
Allied Universal Security Services
Pico Rivera, CA
02.2019 - 02.2020
- Maintained thorough documentation of all Job Safety Assessments
- Ensured adherence to standards through systematic auditing via Heliaus
- Enforced adherence to local building codes during construction activities.
- Leading group of 20 professionals
- Managed operational processes by liaising with Client and SoCal Gas employees.
- Oversaw efficient allocation of a team working 1,200 hours each week
- Investigated accidents or near-miss incidents, documented findings in an incident report form.
- Participated in job-site meetings with contractors, owners, architects, engineers, as necessary.
Education
High School Diploma -
Polytechnic High School
Long Beach, CA06-2018
Skills
- Bilingual: English and Spanish
- Team Development
- Microsoft Excel Expertise
- Instructional Expertise
- Calendar Management
- Account Management
- Client issue resolution
- Financial Acumen
- Microsoft Proficiency
- Report Generation
- Training and mentoring
- Workflow Planning
- Operations Oversight
- Staff Supervision
- Schedule Management
- Contract Negotiations
- Budget Development
- Communication Skills
References
References available upon request.
Timeline
Client Service Manager
Gardaworld Security Services
03.2022 - Current
Site Supervisor
Allied Universal Security Services
02.2021 - 03.2022
Operation Manager
Allied Universal Security Services
02.2021 - 03.2022
Site Supervisor
Allied Universal Security Services
02.2019 - 02.2020
High School Diploma -
Polytechnic High School
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