Overview
Work History
Skills
Languages
References
Timeline
Generic

Diana Chouhaiber

Mirabel,QC

Overview

19
19
years of professional experience

Work History

Security Operations Center

Catsa
Dorval, QC
10.2023 - Current
  • Collect and evaluate data derived from continuous monitoring of CCTV (closed-circuit television) and other communication/reporting tools.
  • Receive and review incident reports sent by service providers to assess security breaches or critical security incidents.
  • Ensuring incident data entry into CATSA’s reporting systems.
  • Draft reports to be sent to Senior Management Committee (SMC) and senior management within Operations.
  • Support emergencies and incident management by identifying problems, providing options and disseminating information to regional staff, stakeholders and screening providers.
  • Collaborate with various Branches and teams to resolve any outstanding issues.
  • Provide customer service support by answering public enquiries and assisting in the resolution of complaints.

Assistant Operation Manager

Securitas
Dorval
01.2021 - 10.2023
  • Manage contract security provider performance and service delivery (reports, attendance, invoices etc.)
  • Provide guidance and leadership to contract security provider personnel.
  • Manage security control center to ensure proper operations.
  • Oversee security service manager daily tasks and one on one coaching.
  • Develop, adapt, implement and control procedures and processes based on regional or global security policies and initiative.
  • Deploy all required security policies and procedures consistently and participle in re-occurring site audits and reviews.
  • Asses and report on facility security program and implement corrective actions with speed and efficiency.
  • Gather, review and evaluate key metrics on a regular basis and validate improvement via data analysis.
  • Developed and implemented operational procedures to ensure efficient workflow.
  • Assisted in the recruitment, training, and evaluation of personnel.

Security Service Manager

Securitas
Dorval
08.2019 - 12.2020
  • Managing operations at the international, domestic and US check point
  • Ensure proper planning, monitoring and coordination of the work team
  • Ensure proper staffing in regard to operational needs
  • Give employee training and updates on the normalised procedures as well as coaching and feed back
  • Resolve any passenger or employee issues
  • Maintain our KPI goals and work with our client to meet demands and expectations
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Developed and maintained relationships with clients.
  • Resolved customer complaints in a timely manner.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Ensured compliance with applicable procedures and regulations related to services provided.

Security Checkpoint Supervisor

Securitas
Dorval
06.2017 - 08.2019
  • Manage checkpoint operations and day to day activities
  • Handle escalations from agent issues and resolve tasks delegated from management
  • Manage employee breaks and positions in check point
  • Coaching and monitoring of employees
  • Performed monthly inventory checks to ensure sufficient stock levels for all products.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Complied with company policies, objectives and communication goals.
  • Provided ongoing training to address staff needs.
  • Reviewed completed work to verify consistency, quality and conformance.

Aviation Screening Officer

Securitas
Dorval
07.2005 - 06.2017
  • Performed security screenings of passengers and baggage in compliance with TSA regulations.
  • Conducted pat-down searches of passengers to detect prohibited items or explosives.
  • Operated metal detectors, x-ray machines and other screening equipment to identify potential threats.
  • Ensured compliance with aviation security policies and standards through regular inspections.
  • Provided customer service assistance to travelers by speaking two languages and answering their questions if they need help.
  • Communicated effectively with supervisors and colleagues regarding safety concerns or issues that may arise during shifts.
  • Verified identity documents presented by travelers using appropriate verification tools.

Skills

  • Leadership
  • Customer service
  • Organization
  • Teamwork
  • Time management
  • Communication
  • Goal oriented
  • Security operations
  • Understanding of security standards

Languages

  • Arabic, Native
  • English, Superior
  • French, Superior

References

References provided upon request

Timeline

Security Operations Center

Catsa
10.2023 - Current

Assistant Operation Manager

Securitas
01.2021 - 10.2023

Security Service Manager

Securitas
08.2019 - 12.2020

Security Checkpoint Supervisor

Securitas
06.2017 - 08.2019

Aviation Screening Officer

Securitas
07.2005 - 06.2017

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Diana Chouhaiber