Abas Hassan
Etobicoke,Canada
Summary
Accomplished Service Delivery Manager with a proven history of managing and enhancing service delivery operations at GardaWorld. With a strong focus on quality, compliance, and customer satisfaction, I effectively oversee security service contracts, ensuring smooth execution across multiple projects. Skilled in managing teams, developing operational strategies, and implementing process improvements, I have consistently met performance goals while fostering a culture of accountability and continuous improvement.
Expert in supervising and mentoring staff, with a strong emphasis on leadership, training, and performance management. Adept at auditing service processes to ensure alignment with regulatory standards and company policies. Highly capable of developing and enforcing workflows, evaluating key performance indicators (KPIs), and executing risk management strategies. Known for building strong client relationships, resolving conflicts efficiently, and driving service excellence. A strategic thinker with exceptional communication, problem-solving, and decision-making abilities, ensuring the delivery of high-quality services in a cost-effective and timely manner.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
GardaWorld
01.2025 - Current
- Manages daily operations to meet productivity targets and quality standards prescribed by the Canadian Air Transport Security Authority (CATSA).
- Facilitate and oversee operation of millions of passengers departing out of Pearson Intl.
- Audit screening procedures and ensure operation is being conducted as agreed upon with CATSA in the ASA (Application Service Agreement)
- Develops and implements streamlined processes to enhance efficiency.
- Collaborates with cross-functional teams to synchronize efforts and optimize resource allocation.
- Monitors performance metrics, analyzes data, and implements improvements to enhance operational effectiveness.
- Resolves operational challenges swiftly and effectively, ensuring minimal disruption to workflow.
- Fosters a culture of teamwork, accountability, and continuous improvement among team members.
- Supervise and facilitate the movement of 44.8 million passengers a year.
- Manage and oversee a unionized work environment consisting of 3000 employees
Regional Control Centre Operator
GardaWorld
07.2023 - 12.2024
- Managing the performance of the screening services to ensure they are consistently performing to the highest standards
- Ensure operations is meeting clients expectations and standards
- Monitor operational performance metrics and suggests operational improvements
- Operate CCTV cameras, ensure all the equipment is working correctly
- Monitor, identify and investigate activity and alarm activations, liaising with Operations team
- Report and escalate any security, health, and safety incidents identified in CCTV
- Obtain and Retain Level 2 Secret Clearence
- Generate reports/trackers on on-going situations at the checkpoints
- Conduct Audits at all security checkpoints ensuring operations are being met to contractual standards
- Coordinate with Operations Manager/Customer Service Managers on controlling passenger flow to decrease passenger wait time
- Assist managers with the development and execution of training exercises to screening officers on a daily basis
- Conduct initial investigation and assessment with senior management to ensure operations is being compliant
Pre-Board Screening Officer
CATSA
06.2022 - 07.2023
- Greet, direct and inform passengers through the screening process
- Work in accordance with GTAA/CATSA/Peel Region Police during emergency response situations
- Generate all necessary documentation and report witnessed during shift
- Efficiently process passengers, non-passengers and their baggage prior to their entry into the secured area of the airport
- Operate hi-tech screening devices (e.g., x-ray, walk-through metal detector, hand-held metal detector, full-body scanner, etc.)
- Manually conduct physical searches of persons and baggage, through direct contact or in close proximity with passengers
- Report and escalate incidents via pre-established communication channels
- Facilitate and assist millions of passengers yearly through the pre-board screening process
- Coordinated and maintained smooth passenger traffic flow through airport security checkpoints.
- Watched each individual to assess demeanor and look for suspicious behavior.
- Provided security and protection to travelers across all transportation sectors.
Education
High School Diploma -
Kipling Collegiate Institute
06-2018
Associate of Applied Science - Computer Networking
Humber College
05.2022
Skills
- Competent in writing reports and utilizing computer applications (eg Microsoft Word, Excel and PowerPoint
- Knowledge of understanding of maintenance and operation of building components such as building envelop, mechanical, plumbing and electrical systems
- Experience in performing security system installations and corrective maintenance within the Electronic Security System industry
- Ability to operate and maintain computerized state of the art security equipment / Ability to lift objects (weighing up to 20 kgs into a box of pick-up truck)
- Excellent interpersonal and customer service skills, including conflict resolution, problem solving, decision making and situational assessment
- Develop positive working relations with staff, tenants, police and fire officials, and community agencies
- Quality monitoring
- Project creation
- New client onboarding
- Case documentation
- Resource allocation
- Training and coaching
- Incident investigation
Certification
- Transport Canada Restricted Air Access Card
- Government Of Canada Secret Clearance
Languages
English and Somali
Native or Bilingual
Timeline
Service Delivery Manager
GardaWorld
01.2025 - Current
Regional Control Centre Operator
GardaWorld
07.2023 - 12.2024
Pre-Board Screening Officer
CATSA
06.2022 - 07.2023
High School Diploma -
Kipling Collegiate Institute
Associate of Applied Science - Computer Networking
Humber College
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