Marc Therrien
Dartmouth,NS
Summary
Accomplished Pre-Board Screening Officer and Security Checkpoint Coordinator (with 9 years of experience in the aviation industry), adept in enhancing service quality (in both French and English as a fully bilingual individual) and resolving operational challenges, ensuring seamless delivery and compliance. Skilled in Microsoft Suite and exceptional at fostering teamwork, my leadership significantly boosts productivity and service standards. Demonstrates critical thinking and effective communication, driving continuous improvement and stakeholder satisfaction.
Overview
9
9
years of professional experience
Work History
Service Delivery Manager
GardaWorld
07.2024 - Current
- Handle escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improve service quality, addressing client concerns promptly and professionally.
- Coordinate with multiple departments to ensure seamless service delivery across all touchpoints.
- Conduct and manage daily operations to meet productivity targets and quality standards.
- Collaborate with cross-functional teams to synchronize efforts and optimize resource allocation.
- Foster a culture of teamwork, accountability, and continuous improvement among team members.
- Resolve operational challenges swiftly and effectively, ensuring minimal disruption to workflow.
- Collaborate between stakeholders and unionized workers to ensure regulations and SOPs are followed.
- Contact security operations center and law enforcement when required for aviation threats and medical emergencies.
Security Checkpoint Coordinator
Securitas Transport Aviation Security
01.2019 - 07.2024
- Supervising the screening operations of the checkpoint, which included; ensuring screening officers were performing efficiently and providing mentoring when necessary.
- Ensuring management was aware of any critical situations which were ongoing, and ensuring CATSA’s rules and regulations were properly enforced and applied by screening officers.
- Responsible for initiating emergency procedures when required and having knowledge of the emergency procedures and actions to take.
- Collaborated between management and stakeholders ensuring SOP compliance, regulation enforcement and continuously supervise on going passenger screening.
- Administrative duties included but were not limited to; ensuring equipment functionality, maintaining and submiting daily checkpoint paperwork, submiting incident reports when required and operational reports.
Pre-Board Screening Officer
Securitas Transport Aviation Security
09.2015 - 01.2019
- Led informative presentations to educate travelers about CATSA policies and requirements prior to screenings.
- Assisted in deterring potential threats by performing regular and random security checks.
- Assisted passengers with disabilities or special needs, ensuring their comfort and safety throughout the screening process.
- Reduced risk of prohibited items entering secure areas through meticulous inspections.
- Prevented unauthorized access to secure areas by verifying credentials for airport personnel and contractors.
- Participated in ongoing training sessions, staying up-to-date on the latest transportation security procedures and technologies.
- Utilized analytical skills effectively while reviewing x-ray images, accurately detecting any possible threat objects or discrepancies.
- Maintained compliance with TSA regulations, ensuring adherence to strict security protocols.
- Improved overall safety with effective communication and collaboration among team members
Education
Bachelor of Arts - Geography
Saint Mary's University
Halifax, NS05.2015
High School Diploma -
École Du Carrefour
Dartmouth, NS06.2010
Skills
- Proficient in Microsoft, Word, Excell, Powerpoint and using mobile software
- Excellent Communication (Verbal and Written)
- Motivate and influence others
- Perform Under Stress
- Fast Learner
- Team Player
- Analytical/Critical Thinker
- Decision-Maker
- Attention to Detail
- Sound Judgement
Languages
English
French
Timeline
Service Delivery Manager
GardaWorld
07.2024 - Current
Security Checkpoint Coordinator
Securitas Transport Aviation Security
01.2019 - 07.2024
Pre-Board Screening Officer
Securitas Transport Aviation Security
09.2015 - 01.2019
Bachelor of Arts - Geography
Saint Mary's University
High School Diploma -
École Du Carrefour
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