Nicole Overholt
London,Ontario
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Demonstrated record of assisting diverse populations with compassion, patience, and understanding. Skilled at resolving conflicts and defusing hostility amidst adversity.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Industrial Security Guard
GardaWorld Security
07.2024 - Current
- Collaborated with team members for seamless coordination, ensuring comprehensive coverage of all assigned areas.
- Upheld a professional appearance and demeanor while on duty, projecting authority and confidence to deter potential threats and instill trust in clients.
- Completed detailed reports on daily activities, incidents, or irregularities observed during shift hours.
- Provided exceptional customer service by addressing visitor questions or concerns in a friendly and professional manner.
- Protected valuable assets by securing doors, windows, gates, and other points of entry after business hours or during special events.
- Detected potential threats by closely observing behaviors, identifying suspicious activities, and promptly reporting incidents to supervisors or law enforcement.
- Enhanced security measures by conducting thorough patrols, monitoring CCTV systems, and maintaining a strong presence in designated areas.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Served as a reliable point of contact for clients needing assistance or information about the property''s security measures.
- Restricted access to sensitive areas using key cards and security codes.
School Security Guard
GardaWorld Security
08.2023 - 06.2024
- Greeted over 1200 staff and students daily, professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Responded quickly to incidents and assessed active situations for security concerns.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Oversaw daily monitoring and patrolled three floor building, grounds, and work sites.
- Enforced Trespassing to Property Act and Smoke-Free Ontario Act.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Regulated vehicle and pedestrian traffic onto building grounds, and coordinated with London Municipal Parking Enforcement to issue parking tickets to those who did not comply.
- Assisted with fire, hazardous material and active-shooter on-campus drills.
Digital Content Manager
The National Skill Development Association
02.2017 - Current
- Managed content distribution to five online channels and social media platforms.
- Used content management system to analyze user engagement and website traffic metrics.
- Approved, reviewed and edited content flowing to website.
- Maintained content marketing calendar to schedule creation and delivery deadlines.
- Edited and sourced images and videos using Adobe Illustrator and Photoshop.
- Conceptualized, planned and executed original designs for wide range of website properties.
- Troubleshot issues with websites and fixed scripting and use issues.
- Monitored systems for intrusions or denial of service attacks and reported security breaches to appropriate personnel.
- Designed graphics for website decoration and layout.
Business Owner/Operator
Canadian Tire Gas Plus 1709 London East
04.2020 - 08.2023
- Responded quickly and efficiently to multiple emergency situations including, but not limited to, two armed robberies and a situation where an SUV slammed into a pillar beside a gas pump.
- Recorded incident reports with detailed accounts of occurrences.
- Screened vendors and contractors before granting access to restricted areas within gas station.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Fostered strong professional network and partnership-building skills to connect with quality leads.
- Developed and nurtured lasting customer relationships by projecting a professional corporate image and responding quickly to logistical and scheduling issues.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Led screening, hiring, and staff scheduling for 10 staff members to maintain compliance with group goals.
- Prepared bank deposits and handled business sales, returns, and transaction reports.
- Trained and coached new and existing employees to boost staff productivity.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Business Owner/Operator
Canadian Tire Gas Plus 1641 London North
04.2018 - 04.2020
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels, maintaining a 100% safety average during inspections.
- Assessed financial reports and statements regularly to update processes and operations for greater profitability, leading to the opportunity to move into a larger, busier location.
- Prepared annual budgets with controls to prevent overages.
- Managed day-to-day business operations.
- Fostered strong professional network and partnership-building skills to connect with quality leads.
- Assessed income and expenses and adapted plans to improve profit levels.
- Developed business plan, processes and procedures to provide superior service to customers.
Manager
Canadian Tire Gas Plus 1641 London North
11.2017 - 04.2018
- Monitored security to protect employees, customers and property.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
Claims Processor
London Life
02.2015 - 10.2017
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Maintained confidentiality of patient finances, records and health statuses.
- Processed and recorded new policies and claims.
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
Customer Service Representative
Canadian Tire Gas Plus 1709 London East
09.2014 - 12.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Trained staff on operating procedures and company services.
Administrative Manager
Total Package Hockey Canada
04.2011 - 09.2014
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Developed and implemented company's first employee manual outlining all proper emergency response procedures and policies.
- Completed bi-weekly payroll for 12 employees.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Pitched and built new programming strategies and one-off sessions to boost audience interests and diversify offerings.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Created engaging content for Pinterest, Facebook and Instagram.
- Utilized Adobe Photoshop and Illustrator to design and create informational flyers and advertisements.
- Lead on-ice instructor for goalie programs that I also created all of the programming and plans for.
- Head Day Camp Director for summer camps for six weeks each summer for three years, overseeing all aspects of the camp that welcomed 400+ children each summer.
- Created the sign in/out policy for the summer camp, and made sure all children were accounted for every drop off and pick up, following up with parents and guardians if a sign in/out was missed.
Assistant Manager
Canadian Tire Gas Plus 1641 London North
12.2009 - 04.2011
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Reviewed sales and gross profit report to assess company efficiency.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Mentored team members to enhance professional development and accountability in workplace.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Monitored security to protect employees, customers and property.
Retail Sales Associate
Canadian Tire Store #130
08.2005 - 12.2009
- Supported efficient and timely replenishment of sales floor merchandise.
- Answered questions about store policies and addressed customer concerns.
- Greeted customers and helped with product questions, selections and purchases.
- Maintained clean sales floor and straightened and faced merchandise.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Worked with loss prevention in monitoring shopper behavior.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
Diploma - Police Studies
Algonquin College
Ottawa, ON12.2024
Diploma - Recreation And Leisure Services
Fanshawe College of Applied Arts And Technology
London, ON05.2011
High School Diploma -
John Paul II Catholic Secondary School
London, ON06.2007
Skills
- Executive Leadership
- Preventative Maintenance
- Integrity and Transparency
- Operations Oversight
- Risk and Mitigation Analysis
- Customer Service
- Crisis Management
- Thrive Under Pressure
- Analytical and Critical Thinker
- File and Records Management
Certification
- Understanding Trespass Legislation in Canada for Security Guards - July 2024
- Basic Life Support (BLS/HCP) Certification - July 2024
- OACP Certificate - July 2024
- Use of Force and Passive Handcuffing Certification - June 2024
- Ontario Security Guard Licence - August 2023
- CPR C/AED First Aid Certified - July 2022
- American Sign Language 102 - Fanshawe College - Winter 2016
- American Sign Language 101 - Fanshawe College - Fall 2015
Volunteer
- Kids Help Phone - Crisis Responder - April 2024 - Present
- Catholic Central High School - Boys' Varsity Baseball Assistant Coach - March 2024 - May 2024
- Catholic Central High School - Girls' Varsity Hockey Assistant Coach - October 2023 - February 2024
- Regina Mundi Collegiate High School - Girls' Varsity Hockey Head Coach - October 2016 - March 2019
- London Lightning Girls Fastball - Assistant Coach - September 2016 - August 2018
- London Devilettes Midget AA - Goalie Coach - April 2015 - April 2016
- London Devilettes Intermediate AA - Goalie Coach - April 2013 - April 2014
- London Minor Hockey Association - Goalie Coach/Trainer - October 2012 - April 2013
- London Bandits Minor Hockey Association - Goalie Coach/Trainer - September 2008 - April 2012
- London Minor Hockey Association - Goalie Coach/Trainer - September 2007 - April 2008
- Forest City Youth Slo Pitch Association - Coach - April 2007 - August 2007
- St Robert Catholic Elementary School - Assistant Volleyball Coach - September 2003 - December 2006
- Forest City Youth Slo Pitch Association - Umpire - April 2002 - August 2003
Timeline
Industrial Security Guard
GardaWorld Security
07.2024 - Current
School Security Guard
GardaWorld Security
08.2023 - 06.2024
Business Owner/Operator
Canadian Tire Gas Plus 1709 London East
04.2020 - 08.2023
Business Owner/Operator
Canadian Tire Gas Plus 1641 London North
04.2018 - 04.2020
Manager
Canadian Tire Gas Plus 1641 London North
11.2017 - 04.2018
Digital Content Manager
The National Skill Development Association
02.2017 - Current
Claims Processor
London Life
02.2015 - 10.2017
Customer Service Representative
Canadian Tire Gas Plus 1709 London East
09.2014 - 12.2015
Administrative Manager
Total Package Hockey Canada
04.2011 - 09.2014
Assistant Manager
Canadian Tire Gas Plus 1641 London North
12.2009 - 04.2011
Retail Sales Associate
Canadian Tire Store #130
08.2005 - 12.2009
Diploma - Police Studies
Algonquin College
Diploma - Recreation And Leisure Services
Fanshawe College of Applied Arts And Technology
High School Diploma -
John Paul II Catholic Secondary School
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