Roger Mack
Los Angeles
Summary
Proven leader with over 5 years of retail & training experience.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level crew member position. Ready to help team achieve company goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Security Officer
First Cal Star
01.2025 - Current
- Monitored premises to ensure safety and security compliance.
- Assisted in identifying potential security risks and vulnerabilities.
- Responded promptly to incidents, ensuring appropriate measures were taken.
- Conducted regular patrols to maintain a secure environment.
- Collaborated with team members to report suspicious activities effectively.
- Maintained accurate logs of daily activities and incidents for review.
- Learned and applied emergency response protocols during drills and training sessions.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
Security Officer
SOS Security
02.2009 - 12.2013
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Checked and verified photo identification prior to granting facility access.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Monitored CCTV cameras and alarm systems for security breaches.
- Examined doors, windows and gates to verify security.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Investigated suspicious activities and persons to maintain security of premises.
- Wrote detailed reports of all security breaches and investigations.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
Customer Service Manager
Walmart
03.2004 - 01.2009
- Led customer service team to enhance support strategies and improve overall satisfaction ratings.
- Developed training programs to empower staff in resolving complex customer inquiries efficiently.
- Implemented process improvements that streamlined operations and reduced response times for customer issues.
- Collaborated with cross-functional teams to identify trends and address recurring service challenges proactively.
- Analyzed customer feedback to inform strategic decisions and optimize service delivery across departments.
- Established performance metrics to track team success and drive continuous improvement initiatives.
- Mentored junior staff, fostering a culture of excellence in customer interactions and problem-solving skills.
- Oversaw daily operations of the customer service department, ensuring adherence to company policies and standards.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Reduced customer complaints by proactively identifying and addressing common issues.
Education
High School Diploma -
Westchester High School
Los Angeles, CAAssociate of General Studies - General Education
International School of Helsingborg
Helsingborg, Sweden05-1987
Skills
- Detail-oriented
- Superior customer service
- Physical fitness
- Surveillance
- Emergency response
- Relationship building and management
- Conflict resolution techniques
- Night and safe deposit procedures
- High level of integrity
- Work ethic
- Workplace safety
- Reliability
- Punctuality
- Security camera monitoring
Certification
Trained in CPR. Trained forklift operator.
Languages
English
Limited Working
Timeline
Security Officer
First Cal Star
01.2025 - Current
Security Officer
SOS Security
02.2009 - 12.2013
Customer Service Manager
Walmart
03.2004 - 01.2009
High School Diploma -
Westchester High School
Associate of General Studies - General Education
International School of Helsingborg
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