Kyle Prakash
Surrey,BC, British Columbia
Summary
Service-oriented Duty Manager knowledgeable about Aviation Screening Operations and driven to increase customer satisfaction, department efficiency and quality standards.
Overview
8
8
years of professional experience
Work History
Duty Manager
Allied Universal Security Services
02.2018 - Current
- Day-to-day screening operations within certain areas and delivery of all operational KPIs within the area of oversight while identifying operational strengths and weaknesses, and improving service delivery and operational efficiencies.
- Accountable for promoting a workplace culture defined by our values: Integrity, Service Excellence and Teamwork
- Responsible for observing, monitoring and managing screening operations, including overall efficiency of service delivery, at pre-board Screening (PBS), Hold Baggage Screening (HBS) and Non-Passenger Screening (NPS) checkpoints to ensure procedural compliance to CASTA's Standard Operating Procedures (SOPs)
- Compiles reports for the screening area for distribution to various stakeholders
- Managing real-time operational activities which impact Security checkpoint wait times and throughput.
- Planning for and monitoring peak operating time issues and congestion concerns.
- Provides leadership, mentoring and support to Service Delivery Managers and Screening Officers.
- Responding to and coordinating activities to manage operational concerns from our business partners and stakeholders.
Service Delivery Manager
G4S Canada
03.2017 - 02.2018
- Role Responsibility:.
- Actively engages in managing the screening checkpoint by monitoring queue length, service levels, reporting on changing needs and seeking additional staff from the Operation Center when required.
- Achieves Key Performance Indicators (KPIs) and ensures compliance with Standard Operating Procedures (SOPs) on a daily basis.
- Manages Screening Officers by acting as a coach and mentor in order to create and maintain an engaged, motivated work force.
- Applies corrective measures as required following the progressive discipline process.
- Assigns staff to screening positions, monitors breaks, conducts specified training, and accommodates language requirements.
- Assists Screening Officers in dealing with complaints, security incidents, and other issues.
- Conducts investigations with employees as per the Attendance Management Policy and Program.
Screening Officer
G4S Canada, Grant McConachie Way
02.2016 - 03.2017
- Role Responsibility:.
- Screen both passengers and non-passengers as per the Standard Operating Procedures.
- Provide excellent customer service and promote teamwork.
- Respond to alarms on the ETD, LED, X-Ray, and other equipment.
- Communicate to passengers and non-passengers clearly and effectively to manage conflict.
- Become knowledgeable with emergency and contingency procedures.
- Ensure uniform compliancy and professionalism.
Education
Diploma - Law Enforcement Studies
Justice Institute Of British Columbia
715 McBride Blvd New Westminster, British ColumbiaCriminology -
Kwantlen Polytechnic University
12666 72 Avenue Surrey, British ColumbiaHigh School Diploma -
Kwantlen Park Secondary School
Surrey, BC07.2010
Skills
- Strong written and verbal communication skills
- Effective negotiation and ability to think logically
- Team member with excellent problem solving skills
- Experience in working under pressure and in stressful environments
- Active listening skills and able to adapt to difficult situations
- Operational oversight with attention to detail
- KPI Monitoring
- Shift Scheduling and planning
Timeline
Duty Manager
Allied Universal Security Services
02.2018 - Current
Service Delivery Manager
G4S Canada
03.2017 - 02.2018
Screening Officer
G4S Canada, Grant McConachie Way
02.2016 - 03.2017
Diploma - Law Enforcement Studies
Justice Institute Of British Columbia
Criminology -
Kwantlen Polytechnic University
High School Diploma -
Kwantlen Park Secondary School
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