Angie Paez
Calgary,AB
Summary
Dedicated and highly motivated Justice Studies graduate with a specialization in Law Enforcement, holding a two-year diploma. Proven ability to handle conflict effectively and efficiently demonstrated during two years of experience as a screening officer. Possesses a Travel and Tourism diploma, showcasing adaptability and interpersonal skills. Experienced in working with diverse individuals and thriving in high-pressure environments. Eager to apply comprehensive training, conflict resolution skills, and law enforcement knowledge to excel as a Transit Public Safety Officer.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Screening Officer
GardaWorld
01.2022 - Current
- Screened passengers, non-passengers, and baggage using X-ray machines to detect suspicious items and ensure the safety of the public
- Confirmed that non-permitted items did not enter the secure area, using attention to detail and following standard operating procedures
- Provided airport security in specific designated areas, controlling access to restricted areas, and maintaining a safe and secure environment
- Asked appropriate questions to collect information from the travelling public, providing customer service in a professional and ethical manner
- Demonstrated strong knowledge of regulations and standard operating procedures, applying them properly into practice to maintain compliance and efficiency
- Participated in emergency operations, urgently responding to alarms, and reporting illegal acts or violations within the airport to ensure the safety of all passengers and staff
- Maintained professional conduct and integrity while performing all duties, upholding the highest standards of professionalism and ethics.
Customer Service Representative Lead
Frontier Lodging Solutions
Calgary, AB
01.2020 - 01.2022
- Handle escalated customer inquiries, issues, and complaints effectively
- Supervise and guide a team of customer service representatives
- Coordinate with airlines, hotels, and other travel providers to secure reservations
- Develop solutions to complex problems and provide guidance to team members in resolving issues
- Generate reports on key performance metrics, such as customer satisfaction, booking accuracy, and sales
- Maintain accurate records of customer interactions, reservations, and transactions
- Stay informed about industry regulations and compliance requirements related to travel bookings.
Team Lead
The Cherry Pit
Calgary, AB
01.2019 - 01.2021
- Set a high standard for customer service and ensure team members maintain a friendly and helpful demeanor
- Oversee inventory levels, including ordering, stocking, and rotating products to minimize waste and ensure freshness
- Implement effective merchandising strategies to boost sales and product visibility
- Ensure that all products meet quality and safety standards, including compliance with health and food safety regulations
- Identify opportunities for promotions, discounts, and special events to drive sales and customer engagement
- Adjust store operations and inventory offerings to align with the changing seasons and market demand
- Engage with the local community and farmers market attendees to build positive relationships and enhance the store's reputation.
Front of House
Dairy Queen
Red Deer, AB
01.2016 - 01.2019
- Effective communication with team members and customers to ensure accurate orders and a positive experience
- Experience working as part of a team to achieve common goals, including coordinating tasks with co-workers in a fast-paced environment
- Handling disputes or disagreements among customers or coworkers diplomatically and peacefully
- Following company policies and procedures to maintain a safe and compliant work environment
- Deescalate crisis situations to maintain a safe and secure environment
- Engaging with the local community through events or promotions such as Blizzard Day helping sick children.
Education
Justice Studies Law Enforcement Diploma -
Bow Valley College
01.2023
Travel and Tourism Diploma -
Southern Alberta Institute of Technology
01.2021
Skills
- Ability to adapt to change and comfortable adjusting to new circumstances
- Decision making skills based on a strong sense of ethics adhering to legal guidelines
- Proven team player with experience collaborating with colleagues to achieve common goals
- Multitasking and analytical skills
- High Leadership and problem-solving skills and able to work in a stressful environment
- Knowledge working with a diverse population, with strong communication skills
- Ability to perform under high pressure with composure and precision
- Bilingual in both English and Spanish
- Ability to work in a regulated area and demonstrate understanding of set procedures
- Committed to physical fitness and agility
- Flexible availability to work in different shifts
- Computer proficiencies: Microsoft Office Suite, Excel, PowerPoint, Access, Outlook, Apollo & Sabre Airline Reservation System
- Proven ability to de-escalate tense situations and resolve conflicts efficiently, through practical experience as a screening officer
- Knowledge of principles and practices in Law Enforcement, gained through Justice Studies Diploma
- Security Station Background
- Protocol Implementation
- Law Enforcement Collaboration
- Project Planning
- Active Listening
Certification
- Citizenship Status in Canada
- Full Class 5 Drivers License
- Standard First Aid Certificate AED & CPR Training
- Transport Canada Security Clearance
- Calgary Tourism Certification
- ProServe Certification
- Mediation and Conflict Resolution Training
Timeline
Screening Officer
GardaWorld
01.2022 - Current
Customer Service Representative Lead
Frontier Lodging Solutions
01.2020 - 01.2022
Team Lead
The Cherry Pit
01.2019 - 01.2021
Front of House
Dairy Queen
01.2016 - 01.2019
Justice Studies Law Enforcement Diploma -
Bow Valley College
Travel and Tourism Diploma -
Southern Alberta Institute of Technology