Experience

CFP Fire Protection, Inc.

• United States
• Facilities Services
• 1 - 100 Employee

• Affiliate Manager

  • Nov 2016 - Present



National Monitoring Center

• United States
• Security and Investigations
• 1 - 100 Employee

• Monitoring Center Manager

  • Jan 2009 - Oct 2016

  - Trained and managed a team of 10-12 supervisors leading a 90-100 employee operation located in both California, and Texas. - Developed and improved alarm and call traffic management procedures for use by the supervisor team resulting in increased productivity, and decreased response delays - Compiled and reported analytical call center performance data daily to the executive management team - Trained and managed a team of 10-12 supervisors leading a 90-100 employee operation located in both California, and Texas. - Developed and improved alarm and call traffic management procedures for use by the supervisor team resulting in increased productivity, and decreased response delays - Compiled and reported analytical call center performance data daily to the executive management team



G4S

• United Kingdom
• Security and Investigations
• 700 & Above Employee

• Monitoring Center Lead

  • Mar 2006 - Dec 2008

  - Monitored house arrest, in-home alcohol testing units, and GPS tracking for offenders from city, state, and federal institutions - Assisted in the supervision of customer service representatives to assure that offender violations were promptly processed - Processed a high volume of inbound, and outbound calls in an environment where security, and confidentiality were required - Monitored house arrest, in-home alcohol testing units, and GPS tracking for offenders from city, state, and federal institutions - Assisted in the supervision of customer service representatives to assure that offender violations were promptly processed - Processed a high volume of inbound, and outbound calls in an environment where security, and confidentiality were required