Wilbert Davis
Queens
Summary
Dynamic professional with extensive experience at Securitas, excelling in account management and customer service. Proven track record in enhancing client relations and driving profitability through strategic insights. Skilled in CRM utilization and safety compliance, adept at fostering strong partnerships and resolving complex issues to ensure exceptional service delivery.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Concierge
IST Management Services
New York
03.2023 - Current
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to residents.
- Assisted guests with special requests
- Provide assistance for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
Account Manager
Securitas
Queens
03.2019 - Current
- Overwatch of the fortune 500 client account with all New York City Corporate Campuses as well as a retail within purview.
- Assess, allocate and enforce essential safety and security measures personalized to the clients needs in compliance with standard company policy and procedures
- Ensure precise data calculations for studies and campus census
- Guard service proposal composition and submission.
- Invoice composition, submission & accuracy
- Tracked and reported on sales performance metrics to senior management, highlighting successes and areas for improvement.
- Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- Established strong relationships with decision-makers and influencers within client organizations.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Developed successful customer relationships to boost sales opportunities.
- Coordinated with internal teams to ensure timely delivery of products and services to clients.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Implemented customer feedback mechanisms to gather insights and improve service delivery.
- Coordinated with logistics teams to ensure timely delivery of products to customers.
- Maintained accurate records of all customer interactions in the CRM system.
- Resolved customer complaints in a timely manner.
- Utilized CRM tools to track client interactions, sales opportunities, and account history.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Onboarded new team members to integrate into organization.
- Prepared monthly financial statements for each account.
- Recognized security risks to properly handle situations.
- Created comprehensive reports on account performance and presented them to senior management.
- Identified customer needs by asking questions and advising on best solutions.
- Managed account receivables for assigned accounts, ensuring timely payments and minimizing bad debts.
- Recruited, hired and trained new hires to optimize profitability.
Field Service Manager
Securitas
New York
05.2017 - 03.2019
- Ensured positive client relations
- Managed daily activities of dispatched officers by assigning tasks, monitoring progress and providing guidance when necessary.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Scheduled and provided preventive maintenance visits to ensure optimal performance of officers in the field. Personally holding post in emergency cases.
- Analyzed customer feedback to identify areas for improvement in service delivery processes.
Assistant Manager
Things Remembered
New York
11.2013 - 04.2017
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Monitored employee attendance records, timekeeping, and payroll information.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Sales Associate/ Multiple Store Key Holder
Things Remembered
New York
05.2010 - 11.2013
- Consistent surplus in companies required sales goals
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Helped customers find specific products, answered questions, and offered product advice.
Education
Associate in Liberal Arts -
Nassau Community College
Nassau County, NYSkills
- Equipment Repair
- Field Service
- Profit & Loss
- Service Technician Experience
- Account Management
- Management
- Sales
- Customer service
- Event coordination
- Safety compliance
- Guest relations
- CRM utilization
- Issue troubleshooting
Certification
Driver's License
Affiliations
- Krav Maga
- Jujitsu
- Basketball
Timeline
Concierge
IST Management Services
03.2023 - Current
Account Manager
Securitas
03.2019 - Current
Field Service Manager
Securitas
05.2017 - 03.2019
Assistant Manager
Things Remembered
11.2013 - 04.2017
Sales Associate/ Multiple Store Key Holder
Things Remembered
05.2010 - 11.2013
Associate in Liberal Arts -
Nassau Community College
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