Mohammad Yousuff
Mississauga,ON
Summary
Dynamic security professional with extensive experience at Dark City Security, excelling in incident response and customer service. Proven ability in documentation review and de-escalation techniques, ensuring safety and satisfaction. Recognized for maintaining high standards and achieving all performance metrics while fostering a secure environment for clients and staff.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Mobile Security Guard
Dark City Security
Toronto, Ontario
01.2025 - 09.2025
- Patrolled assigned areas to ensure the safety and security of the premises.
- Patrolled assigned areas to ensure the safety and security of the premises.
- Responded to alarms, incidents, and emergency situations promptly and effectively.
- Monitored and reported any suspicious activity or safety hazards.
- Assisted in controlling access to buildings and verifying the credentials of visitors.
- Maintained detailed incident reports and communicated with management regarding security concerns.
- Provided excellent customer service while ensuring a safe environment for clients, and staff.
- Conducted daily inspections of sites, and prepared detailed reports for management.
- Monitored and recorded all vehicles entering and exiting the premises, verifying authorization.
- Ensured that security equipment and systems were in proper working order during inspections.
- Assisted law enforcement or emergency responders when required.
Concierge Security Guard
Falcon Security Services
Mississauga, Ontario
01.2024 - 12.2024
- Greet residents, guests, and visitors while providing exceptional front-desk customer service.
- Controlled building access by monitoring surveillance systems and verifying visitor authorization.
- Handled tenant inquiries, service requests, and reported maintenance issues promptly.
- Received, logged, and coordinated deliveries and packages for residents.
- Conducted regular patrols of lobbies, hallways, parking areas, and common spaces to ensure safety.
- Responded to fire alarms, medical emergencies, and building evacuations in accordance with safety protocols.
- Maintained detailed incident and daily activity reports for management review.
- Provided directions, information, and assistance to residents and visitors with professionalism.
- Coordinated with property management and emergency personnel during the incident.
Senior Customer Service Representative
Synchrony
07.2022 - 12.2023
- Worked as Senior Customer Service Representative which relates to customers financial transaction and provide information on related banking products and services.
- Payments taken for the customer over the call and chat.
- Determined suitable payment program plans to the customer and enroll them.
- Handled difficult situations with tact, diplomacy and professionalism.
- Developed and implemented customer service policies and procedures.
- Provided technical support to customers via phone, email, and chat.
- Won multiple rewards and recognization while working with Synchrony like “Captain Speed” was a title given by the team.
- Achieved all the given metrics and goals like Schedule adherence, VOC, AHT and Quality.
Customer Service Representative
Sutherland
06.2020 - 07.2022
- While UK Phones Amazon Retail being my primary skill, was trained and moved to Amazon PLS (Product Life Support). Took UK Message Us contacts for Retail and PLS as well when required.
- Worked as an Acting SME for 6 months when there was a business requirement.
- Assisted and motivated the associates to achieve all the respective metrics.
- Conducted customer service training for new hires.
- Created reports on customer satisfaction levels and key performance indicators.
- Took escalation contacts while working as an Acting SME.
- Worked as a Quality Analyst for a month when there was a requirement.
- Always achieved all the given metrics and goals including RAP, AHT, CCXU, HMD Offer Rate and Response Rate.
Education
Post Graduate Certificate - Project Management
Algoma University
Mississauga, ON, Canada08-2025
Bachelor of Commerce - Sales, Adversting, Marketing And Finance
Osmania University
Hyderabad06-2023
High School Diploma -
Narayana Junior College
Hyderabad06-2019
High School Diploma -
Sujatha High School
Hyderabad05-2017
Skills
- Ethical conduct and loyalty
- Effective communication and presentation
- Time management
- Conflict resolution
- Crisis management
- Quality assurance
- Conflict resolution techniques
- Customer support
Accomplishments
- 2023 - Awarded as "Captain Speed" for my outstanding Average Handle Time on chats and calls at Synchrony.
- 2022 - Awarded for the best Average Handle Time and 100% Quality for straight 12 months at Sutherland.
- 2020 -Rewarded and Recognized fo achieving all the metrics when completed training at Sutherland.
Certification
• Managing Jira Projects: 2 Managing Boards - January 2024
• Agile Project Management with Jira Cloud: 1 Projects, Boards, and Issues - January 2024
• Google Project Management by Cousera - February 2023
• Certificate of Finance and Accounts Analyst by S.V Professional Institutions - February 2020
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Telugu
Native/ Bilingual
Urdu
Native/ Bilingual
Timeline
Mobile Security Guard
Dark City Security
01.2025 - 09.2025
Concierge Security Guard
Falcon Security Services
01.2024 - 12.2024
Senior Customer Service Representative
Synchrony
07.2022 - 12.2023
Customer Service Representative
Sutherland
06.2020 - 07.2022
Post Graduate Certificate - Project Management
Algoma University
Bachelor of Commerce - Sales, Adversting, Marketing And Finance
Osmania University
High School Diploma -
Narayana Junior College
High School Diploma -
Sujatha High School
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