Milad Kalash
1202-3655 Redmond Road, Mississauga,ON
Summary
Astute Service Delivery Manager offering 2.5 years of experience supporting Garda Screening Inc service delivery. Efficient and proactive leader with expertise in incident management and outage response. Bilingual individual with resourceful approach to developing innovative solutions.
Overview
7
7
years of professional experience
Work History
Service Delivery Manager & Acting Duty Manager
GardaWorld Security Screening Inc.
03.2022 - Current
- Managed and evaluated every part of Screening Officers routine to ensure that Standard Operating Procedures are respected to protect national security.
- Directed workforce by adjusting Screening Officer allocation and deployment at each screening checkpoint; optimized scheduling and maximized productivity of Screening Officer to meet operational requirements.
- Implemented contingency plan and/or emergency preparedness plans as prescribed by client and resolved contingencies and emergency procedures.
- Ensured all screening equipment is tested and functional as prescribed by client, and ensured all operational documents are filed, stored, and organized.
- Conducted performance reviews, annual reviews, and 30/60/90-day evaluations for Screening Officers, as well as conducted daily shift briefings.
- Coordinated and supported training, ensured requirements are met for Recurrent Learning Program, certification, and re-certification requirements.
- Communicated changes to Screening Officers with respect to Standard Operating Procedures, Bulletins, directives, information or security notices, and any other information regarding performance of screening.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
Order Fulfillment Associate
Sportchek - Square One Shopping
08.2021 - 12.2023
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Processed daily orders through multi-carrier manifest system.
- Conducted cycle counts and reconciled problems within distribution operations.
- Followed SOPs to avoid mix-ups and damages to orders.
Watch Specialist /Sales Associate
Fossil - Square One Shopping Centre
07.2018 - 03.2021
- Highest sale volume amongst sales associates Year-to-Date of 2019 & 2020
- Great knowledge of product manufacturing of watches and leather products
- Delightfully assisted guests with purchases of products and servicing of products such as engraving, embossing, and repairs on watches.
- Disassembled timepieces to inspect for defective, misaligned or rusty parts.
Cashier Supervisor, Cook
Watan Kabob Land of Afghan Grill
05.2017 - 07.2018
- Shifted personnel resources based on current customer levels to consistently balance demand against operational requirements.
- Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
Education
GED -
Humber School of Advertising And Marketing Communications
12.2021
High School Diploma -
Father Michael Goetz Secondary School
Mississauga, ON06.2018
Skills
- Adaptive to fast- paced environments while communicating with peers in polite manner
- Engages clients with kind and delightful servicing
- Takes initiative in assisting and providing guidance with peers
- Well communicated both with management and peers
- Highly Punctual
- Well Organized
- Issue and Conflict Resolution
- Administration and Reporting
- Staff Management
- Overseeing Employees
- Data Analytics
- Incident Investigation
Languages
English
Native or Bilingual
French
Professional Working
Tagalog
Full Professional
Timeline
Service Delivery Manager & Acting Duty Manager
GardaWorld Security Screening Inc.
03.2022 - Current
Order Fulfillment Associate
Sportchek - Square One Shopping
08.2021 - 12.2023
Watch Specialist /Sales Associate
Fossil - Square One Shopping Centre
07.2018 - 03.2021
Cashier Supervisor, Cook
Watan Kabob Land of Afghan Grill
05.2017 - 07.2018
GED -
Humber School of Advertising And Marketing Communications
High School Diploma -
Father Michael Goetz Secondary School
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