Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Eduardo Mercado

Hollister

Summary

Versatile Security Supervisor with six years of experience leading security teams, enforcing company policies, and implementing effective safety and security plans. Highly knowledgeable in organizational standards and expectations, with a proven record of being observant, punctual, and detail-oriented to maintain secure environments while supporting team performance and operational excellence.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service and Safety Supervisor

Trident Security Solutions
10.2022 - Current
  • Oversaw the deployment of 14–28 Specialists, ensuring complete accountability and delivering support and mentorship that enhanced operational effectiveness, increased readiness, and contributed to successful mission outcomes.
  • Responded to medical, fire, and other emergency situations with speed and professionalism, providing immediate assistance, coordinating with first responders, and ensuring the safety and well-being of all personnel.
  • Conducted and led daily briefings and debriefings, effectively communicating mission objectives, operational updates, and performance feedback to ensure team alignment and readiness.
  • Escalated client and specialist concerns following proper chain of command.
  • Led and executed special projects (Security Officer Requests) from opening to closing, coordinating cross-functional teams, streamlining processes, and delivering results while maintaining client confidentiality.
  • Successfully created, implemented and improved upon projects to enhance client and management satisfaction.
  • Managed high-volume email correspondence, ensuring timely, accurate, and professional responses that strengthened customer relationships and improved satisfaction.
  • Enhanced team morale and cohesion by fostering a supportive environment and ensuring all members were well-informed on client requests, demands, and needs.
  • Trained and mentored Specialists through mobile and behind-the-wheel instruction, while providing ongoing support and additional skill development to strengthen overall team performance.
  • Assisted in interviewing and hiring new Specialists, supporting candidate evaluation and selection to build a skilled and effective team.
  • Prepared daily shift reports, conducted equipment and key audits, and developed comprehensive incident reports to ensure accountability, compliance, and accurate documentation of operations.
  • Managed logistics check-in and check-out processes, ensuring accurate tracking, accountability, and timely distribution of equipment and materials.
  • Provided positive recognition to reinforce employee performance, while administering corrective actions in collaboration with Human Resources to maintain accountability and support professional development.
  • Verified and submitted timekeeping information for accurate and efficient payroll processing.


Field Supervisor

GardaWorld Security
12.2021 - 10.2022
  • Driving company vehicle in a timely fashion from site to site, ensuring sites are covered, have adequate staffing and proper tools to execute daily operations
  • Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target. Assisted with and filed various forms including: incident reports, employee uniform request forms, employee TOR, etc.
  • Implemented and facilitated successful training programs to increase employee engagement, retention and productivity. Closely overseeing 27 accounts along with 80+ Guards
  • Monitored employee performance for compliance with regulations and policies.
  • Supervised field operations teams to complete projects within established timelines.
  • Maintained accurate records of field activities, ensuring proper documentation was available for internal reviews and audits.
  • Resolved customer complaints to maintain satisfaction and loyalty.

Security Supervisor

Allied Universal Security Services
01.2019 - 12.2021
  • Supervised 8-10 security officers
  • Audited shift logs, reports, highlighted routine activities, suspicious circumstances and critical incidents.
  • Conducted weekly briefings and reviewed existing policies and procedures.
  • Responded to immediate security threats, breaches and emergencies while following protocol and proceedures.
  • Recommended and implemented new security protocols and procedures to maximize client safety and satisfaction.
  • Conducted regular patrols of facility to detect and deter security threats.
  • Recorded incident reports with detailed accounts of occurrences.
  • Monitored alarm systems and CCTV footage to enable prompt attention and response.
  • Closely monitored alarm systems, responding promptly to alerts and coordinating appropriate action when necessary.

Account Manager

All About Parking
05.2015 - 01.2019
  • Carried out managerial duties of groups of 5-20 employees including: interviewing, orienting & training; planning assigning & directing work; scheduling, coaching & appraising performance; rewarding and disciplining employees Handled client questions and concerns via different communication channels to deliver exceptional customer service.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Streamlined internal processes for better efficiency in account management tasks.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
  • Notated damages to vehicle to reduce exposure to risk and lawsuits
  • Managed VIP arrivals and departures with a seemless and professional approach

Education

Associate of Science - Computer Science

De Anza College
Cupertino, CA
07-2023

Skills

  • Accident prevention
  • Safety program development
  • Implementing safety policies
  • Hazard identification
  • Safety training development
  • Meeting participation
  • Incident investigation
  • Safety audits
  • Company policy compliance
  • Emergency response planning
  • Accident reporting
  • Incident reporting
  • Gas detection
  • Traffic control
  • Staff training and mentoring
  • Safety risk assessment
  • First aid administration
  • Risk management
  • Corrective action planning
  • Team building
  • Emergency response plans
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Critical thinking

Certification

BSIS Guard Card, CPR & AED Certification, First Aid Certification

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service and Safety Supervisor

Trident Security Solutions
10.2022 - Current

Field Supervisor

GardaWorld Security
12.2021 - 10.2022

Security Supervisor

Allied Universal Security Services
01.2019 - 12.2021

Account Manager

All About Parking
05.2015 - 01.2019

Associate of Science - Computer Science

De Anza College

Similar Profiles

CREATE PROFILE
Eduardo Mercado