Sheila Daggs
Alameda,CA
Summary
Dedicated and results-driven professional with 20 years of experience in the security and aviation industries, excelling in roles such as Security Site Supervisor and Passenger Service Agent. Proven expertise in managing security operations, leading diverse teams, and ensuring compliance with safety regulations. Versatile at delivering exceptional customer service while maintaining high standards of operational efficiency. Known for successfully handling complex situations, coordinating with international security teams, and implementing safety protocols that enhance overall performance. A reliable and adaptable leader committed to fostering a secure, efficient, and positive environment.
Overview
21
21
years of professional experience
Work History
Passenger Service Agent
Prospect Airport Services Inc
09.2019 - 09.2024
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Agent
Gateway Frontline Services
10.2013 - 09.2019
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Responded to customer requests for products, services, and company information.
- Assisted families traveling with young children or elderly relatives by providing additional support during check-in process.
- Provided exceptional hospitality services to VIP guests at the airport lounge area, creating a relaxing atmosphere before their flights.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Facilitated group travel coordination through efficient organization of seating arrangements and handling any special requests from large parties.
Dominos Pizza Manager
Dominos Pizza Manager
06.2012 - 10.2013
- Improved customer satisfaction by implementing efficient pizza-making processes and quality control measures.
- Created a welcoming atmosphere for guests by maintaining a clean and organized dining area, leading to positive reviews on social media platforms.
- Increased overall store sales through effective marketing strategies and promotional campaigns.
- Trained and mentored staff members, fostering a positive work environment that encouraged teamwork and collaboration.
- Streamlined the order-taking process to reduce wait times for customers, resulting in higher repeat business.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Reviewed and approved employee schedules and timesheets.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Oversaw training of more than 15 team members.
Security Patrol Officer
Port of Oakland
04.2010 - 09.2013
- Enhanced security measures by conducting thorough and consistent patrols in designated areas.
- Supported special events or functions requiring additional security coverage, ensuring a safe and enjoyable experience for all attendees.
- Conducted risk assessments for various properties, providing recommendations on necessary security improvements for property owners or managers.
- Provided exceptional customer service while addressing concerns from residents, visitors, and staff members.
- Exhibited excellent problem-solving skills when faced with complex or high-pressure situations requiring quick decisions under pressure.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Completed full building and grounds patrols to spot and investigate concerns.
- Monitored crowded public areas and events to mitigate risk and promote safety.
Security Site Supervisor
SRS Protection In
03.2004 - 03.2010
- 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.
- Resolved conflicts among employees or visitors professionally, promoting a safe and harmonious environment.
- Coordinated fire drills for staff members, enhancing their understanding of evacuation procedures during emergencies.
- Oversaw investigation into reported incidents, ensuring timely identification of cause and appropriate disciplinary action if needed.
- Analyzed and investigated incidents alongside functional management and security supervisors.
Education
High School Diploma -
Alameda High School
Alameda, CA06.1979
Skills
- Passenger Assistance
- Customer Service Management
- Strong Organization
- Emergency Procedures
- Public Announcements
- Travel documentation
- Computer Terminal Operations
- Workplace Safety
- Emergency awareness
- Access systems and patrol
- Security management
- Incident Investigation
Timeline
Passenger Service Agent
Prospect Airport Services Inc
09.2019 - 09.2024
Customer Service Agent
Gateway Frontline Services
10.2013 - 09.2019
Dominos Pizza Manager
Dominos Pizza Manager
06.2012 - 10.2013
Security Patrol Officer
Port of Oakland
04.2010 - 09.2013
Security Site Supervisor
SRS Protection In
03.2004 - 03.2010
High School Diploma -
Alameda High School
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