VIVIAN FELICIANO
REX,GA
Summary
Seasoned, versatile, and dynamic leader experienced in residential hospitality and security. Adept at managing multiple priorities in a fast-paced environment while delivering an exemplary client experience.
Overview
27
27
years of professional experience
Work History
Lead Concierge
RAM Partners
01.2013 - Current
- Responsible for all day-to-day operations as it relates to concierge services for apartment residents
- Assist leasing staff with various tasks, including administrative duties, planning and execution of resident appreciation events, and repurposing building spaces to maximize efficiency
- Collected and analyzed resident, associates, and 3rd party vendors feedback and created a training manual for all incoming concierge staff
- Responsible for procurement of all office supplies for the property
- Oversee identification key scans
- Consistently maintain >90% customer service satisfaction score from both internal and external parties by providing an exemplary experience
Security Supervisor
Westin Peachtree Plaza Hotel
01.1998 - 01.2013
- Company Overview: iconic, world-class hotel
- Lead supervisor on a security team of 10 professionals tasked with creating a safe and secure environment for staff and guests at the 1,073-room iconic, world-class hotel
- Reduced general liability claims by 60% through safety audits and training
- Developed action plans and procedures to provide emergency response for emergency and crisis management situations including physical altercations, information breaches and incident management
- Coordinated, managed, and directed daily security briefings with staff
- Conceptualized and launched a lost and found database which resulted in >80% success rate reuniting guests with their belongings
- With a deliberate focus on improving officer performance scores, developed and implement supplemental training thereby increasing scores by 80% and decreasing turnover by 90%
- Iconic, world-class hotel
Education
Criminal Justice
Stratford Career Institute
Criminal Justice
Perimeter College
Skills
- Integrity
- Relationship Management
- Conflict Resolution
- Coaching and Development
- Event Planning
- Productivity & Collaboration
- Google Workspace
- Office 365
- Microsoft Excel
- Video Conferencing
- Zoom
- GoToMeeting
- WebEx
- CPR/AED Certified
- SMART PPS Security
Timeline
Lead Concierge
RAM Partners
01.2013 - Current
Security Supervisor
Westin Peachtree Plaza Hotel
01.1998 - 01.2013
Criminal Justice
Stratford Career Institute
Criminal Justice
Perimeter College
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