Gabriel Ferreira
Lantz,NS
Summary
Experienced Operations Manager with a proven track record, enhancing operational efficiency and customer satisfaction through expert team supervision and motivational leadership. Skilled in problem resolution and operational oversight, demonstrating a strong focus on professionalism and integrity. Achieved significant improvements in staff performance and passenger experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Duty Manager
GardaWorld
04.2024 - Current
- Managed staff allocation for optimal coverage, ensuring efficient operations during peak hours.
- Trained managers in essential job functions.
- Mentored and supported staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated passenger issues with diplomacy, ensuring satisfactory resolution while preserving standard operational procedures.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Operations Manager
Securitas Aviation
09.2021 - 04.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assigned employees to different checkpoints , taking into account passenger traffic and employee strengths.
- Reported issues to higher management with great detail.
- Handled Passenger complaints with professionalism and compassion, understanding how chaotic and confusing a security checkpoint can be.
Aviation Screening Officer
Securitas Aviation
09.2016 - 10.2021
- Ensured passenger safety through consistent application of airport policies and regulations.
- Enhanced security measures by implementing thorough screening procedures and protocols.
- Resolved conflicts among passengers or staff, maintaining professionalism during high-pressure situations.
- Identified potential threats by analyzing passenger behavior and reporting suspicious activities to supervisors.
- Participated in ongoing training sessions to continuously improve skills related to aviation security practices.
- Collaborated with fellow officers to maintain a secure environment for travelers and staff.
- Conducted efficient screenings of carry-on baggage by operating X-ray machines according to established protocols.
- Maintained up-to-date knowledge of aviation security procedures and guidelines for consistent enforcement.
- Assisted passengers with special needs, ensuring their comfort and security throughout the screening process.
- Upheld strict adherence to CATSA guidelines, contributing to the maintenance of a safe travel environment for all passengers.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
Education
Bachelor Of Hospitality And Tourism Management - Incomplete
Mount Saint Vincent University
Halifax, NSSkills
- Customer service focus
- Team Supervision
- Attention to Detail
- Written and oral communication
- Professionalism and Integrity
- Staff Training and Mentoring
- Delegating Work
- Operational Oversight
- Motivational Leadership
- Operations Management
- Operational Efficiency
- Goal-Oriented
- Processes and procedures
- Problem Resolution
- Decision-Making
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working
Certification
WHMIS
First AID
Timeline
Duty Manager
GardaWorld
04.2024 - Current
Operations Manager
Securitas Aviation
09.2021 - 04.2024
Aviation Screening Officer
Securitas Aviation
09.2016 - 10.2021
Bachelor Of Hospitality And Tourism Management - Incomplete
Mount Saint Vincent University