Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Software
Work Preference
Timeline
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Marcia-Lynn Hart

Calgary,AB

Summary

Dynamic Security Dispatcher with over 10 years at CF Market Mall and 9 years at the Glenbow Museum, adept at incident reporting and emergency response coordination. Proven ability to enhance team performance through effective communication and training. Recognized for reducing false alarms and improving response times, demonstrating strong problem-solving skills and attention to detail in high-pressure situations.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Security Dispatcher

CF Market Mall
Calgary, Alberta
09.2014 - Current

I have worked as Security dispatcher for over twenty years, monitoring security systems and reporting incidents to ensure the safety of the premises and have expertise in the following items:

  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Monitored security systems and reported incidents to ensure safety of premises.
  • Assisted in dispatching security personnel to respond to emergencies.
  • Maintained accurate logs of all communication and incidents for record-keeping.
  • Provided support in managing access control for sensitive areas within facility.
  • Learned protocols for emergency response and crisis management procedures.
  • Collaborated with team members to enhance operational efficiency during shifts.
  • Adapted quickly to new technologies and tools used in security operations.
  • Participated in ongoing training sessions to improve knowledge of security practices.
  • Operated and monitored fire alarm and security CCTV systems to maintain building safety.
  • Contacted police, fire and ambulance in emergency situations to coordinate proper response.
  • Leveraged two-way radio or telephone to dispatch security officers or other personnel.
  • Reduced false alarms by accurately verifying alarm activations through CCTV monitoring and communication with site personnel.
  • Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
  • Trained new dispatchers on company protocols, software systems, and effective communication techniques for better team performance.
  • Enhanced security response times by efficiently dispatching officers to incidents and alarms.
  • Maintained accurate records of dispatched calls, ensuring timely follow-up on pending issues and seamless shift transitions.
  • Provided superior customer service by addressing client concerns promptly and professionally, maintaining positive relationships with clients.
  • Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
  • Assisted in emergency situations, coordinating resources and providing critical information to first responders.
  • Managed multiple phone lines simultaneously while prioritizing urgent calls for service from clients and officers in the field.
  • Studied building floor plans to give directions and provide accurate information.
  • Assisted in the creation of comprehensive incident reports, detailing all relevant information for further analysis and resolution.
  • Received emergency and non-emergency calls to dispatch security service and medical assistance.
  • Streamlined the information-sharing process with external agencies such as the police department during collaborative operations.
  • Responded to 50 or more calls per day to execute service or requests for emergency and routine assistance.
  • Prepared detailed incident reports to facilitate appropriate follow-up.
  • Collaborated closely with supervisory staff to address any issues or concerns related to dispatcher performance or procedural compliance promptly and effectively.
  • Assisted callers in emergency situations with appropriate information and support.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Relayed the latest information to first responders via electronic means, telephone calls, and radio responses.
  • Completed appropriate forms and radio announcements for police department needs, such as BOLO requests.
  • Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
  • Operated emergency response systems to update and retrieve up-to-date information for first responders.
  • I have participated in ongoing training sessions to enhance my understanding of security practices and maintain my First Aid certification.

Security Supervisor

Glenbow Museum
Calgary, Alberta
09.2005 - 08.2014
  • Supervised daily security operations, ensuring compliance with safety protocols and procedures.
  • Trained and mentored a security staff of twenty, enhancing team performance and cohesion.
  • Developed and implemented security plans tailored to specific events or high-risk situations.
  • Conducted regular inspections of premises to identify vulnerabilities and recommend improvements.
  • Collaborated with law enforcement agencies to ensure effective communication during incidents.
  • Conducted regular patrols of the 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.
  • Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
  • Prepared and submitted reports to keep management informed of security activities and developments.
  • Supervised and evaluated security staff performance to determine compliance with safety regulations.
  • Coordinated with security personnel or other departments to establish the safety of visitors and staff.
  • Oversaw team of security officers and managed scheduling and performance evaluations.
  • Managed a team of security officers, providing guidance, support, and performance evaluations to ensure a high level of professionalism.
  • Developed and implemented strategies to prevent and respond to security incidents.
  • Successfully managed incident response operations during critical situations, ensuring staff and visitors' safety and minimizing potential damage to company property.
  • Assisted with investigations into reported incidents, gathering evidence and providing detailed reports for review by management or law enforcement officials when required.
  • Collaborated with management to develop security policies and procedures.
  • Screened vendors and contractors before granting access to restricted areas within the mall.
  • Streamlined communication between security staff, ensuring prompt response to potential threats or concerns.
  • Provided ongoing training for staff members on key aspects of physical security principles, such as access control systems and situational awareness techniques during routine operations.
  • Monitored and approved access control systems for accessibility to authorized personnel.
  • Reduced incidents of theft and vandalism by closely monitoring surveillance systems and coordinating with law enforcement.
  • Developed strong working relationships with local law enforcement agencies to enhance cooperation in incident response situations.
  • Ensured compliance with all relevant regulations and industry best practices through continuous research and professional development opportunities.
  • Enhanced the team's response time to security incidents by implementing a streamlined communication protocol.
  • Led team of security personnel, ensuring high standards of discipline and professionalism were maintained.
  • Increased security awareness among staff with comprehensive training sessions.
  • Coordinated security operations during high-profile events, ensuring a safe environment for attendees and participants.
  • Developed strong relationships with local law enforcement agencies, which aided in quick responses to incidents.
  • Streamlined visitor check-in processes, enhancing the efficiency of entry and exit procedures.
  • Conducted detailed investigations into security breaches, providing critical insights that informed future prevention strategies.
  • Facilitated collaboration between different departments to ensure a cohesive security strategy across the organization.
  • Fostered a culture of continuous improvement among security staff through regular feedback and performance reviews.
  • Responded swiftly to security incidents and effectively resolved security issues.
  • Supervised a team of ten security personnel during a shift.
  • Monitored and maintained CCTV and access control systems to protect personnel and assets.
  • Kept team compliant with security protocols and appearance standards.
  • Investigated and resolved security breaches to protect the organization and corporate assets.
  • Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
  • Coordinated protective service operations with other emergency response agencies.
  • Collaborated with senior management to develop and implement strategies to mitigate security risks.
  • Managed security policies and procedures to promote the safety and security of personnel and assets.
  • Cultivated relationships with external security vendors to make additional security resources available if necessary.
  • Established and maintained close working relationships with local law enforcement officers.
  • Coordinated with IT personnel regarding the security of digital assets and information systems.

Education

Master of Arts - History

University of Alberta
Edmonton, AB
05.1988

Bachelor of Education - English And Social Studies

University of Lethbridge
Lethbridge, AB
05.1986

Bachelor of Arts - Classical History

University of Lethbridge
Lethbridge
05.1984

Skills

  • Dispatch software
  • Incident reporting
  • Security protocols
  • Access control
  • Security systems
  • Alarm monitoring
  • Alarm systems monitoring
  • Prioritizing situations
  • Problem-solving abilities
  • Computer-aided dispatching
  • CPR and first aid

Accomplishments

  • Supervised team of 10 staff members.
  • Documented and resolved issues with criminal activity which led to the successful prosecution of individuals involved in a serious stabbing incident.
  • Successfully completed Use of Force training each year for the last ten years
  • Trained all new staff so that they will be able to work on the Dispatch desk if needed.
  • Used Microsoft Excel to develop contract guard tracking spreadsheets.
  • Achieved successful company audit yearly by compiling and maintaining accurate records for the department ficiency.

Languages

English
Native or Bilingual
French
Limited Working

Certification

  • Licensed Security Officer - 2005- present
  • Use of Force Training, CF Market Mall - 2014 to present
  • First Aid (Level C) Certification - 2024 to present

Software

Microsoft Word, Excel, Power Point, Milestones CCTV, Typing speed 84 words per minute

Work Preference

Work Type

Full Time

Location Preference

On-SiteRemote

Important To Me

Career advancementCompany CultureHealthcare benefits

Timeline

Security Dispatcher

CF Market Mall
09.2014 - Current

Security Supervisor

Glenbow Museum
09.2005 - 08.2014

Master of Arts - History

University of Alberta

Bachelor of Education - English And Social Studies

University of Lethbridge

Bachelor of Arts - Classical History

University of Lethbridge
Marcia-Lynn Hart