Trevor Sparkes
Sooke,BC
Summary
Customer-oriented Program Manager with over 7 years of experience in strategic planning and complex problem-solving. Expert in networking, customer service, cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to provide an exceptional client experience.
Overview
19
19
years of professional experience
Work History
Security Programs Manager
Paladin Security
Victoria, BC
2010.11 - Current
- Actively use customer service to address client concerns, complaints, or employee performance issues via development of action plans encompassing procedural updates, coaching and mentoring.
- Ensuring employee site training and orientation programs are created and maintained while remaining compliant with all company standards and provincial legislation.
- Management of a two million dollar portfolio annually which requires an understanding of the individual client's needs; identifying and resolving service issues; and building and adapting a security program specifically tailored to the client in question.
- Proactively develop, support and maintain excellent relationships with over 80 businesses and key stakeholders through regular phone, in person and email communication.
- Performing monthly billing, utilizing Excel, for all portfolio-related contracts in Greater Victoria, encompassing over 80 distinct clients and 180 locations in the region.
- Conducting regular meetings with over 40 staff members within my portfolio to review performance and provide any feedback for areas of improvement.
- Investigating any WCB forms submitted by employees and ensuring all paperwork is completed accurately and submitted within deadlines, while implementing or updating existing OH&S documents to prevent similar accidents from reoccurring.
- Maintaining a strong knowledge of any legislation for minimum wage and payroll taxes and speak to the impact of these challenges in a professional manner with clients when appropriate.
- Instructing in class, virtual, and one on one training courses for "Tracktik" security patrol software, Crisis Prevention (CPI), and company orientations to new and current employees and clients (when applicable).
Customer Service Specialist
NCO Customer Management Ltd
Nanaimo, BC
2008.01 - 2010.02
- Conferred with customers by telephone to provide information about products or services, received and entered orders, cancelled accounts, or obtained details of complaints.
- Checked to ensure that appropriate changes were made to resolve customers' problems.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Completed contract forms, prepared change of address records, or issued service discontinuance orders, using proprietary company software.
Education
High School Diploma -
Ladysmith Secondary
Ladysmith, BC06.2006
Certified CPI Instructor -
Crisis Prevention Institute
Vancouver, BC03.2014
Security And Loss Prevention Services -
Moffat Security Consulting & Training Academy Inc
Parksville, BC10.2010
Skills
- Issue and conflict resolution
- Contract development and management
- Partnership development
- Program leadership
- Proficient in Outlook, Microsoft Word and Excel
- Time management
- Individual instruction
Timeline
Security Programs Manager
Paladin Security
2010.11 - Current
Customer Service Specialist
NCO Customer Management Ltd
2008.01 - 2010.02
Certified CPI Instructor -
Crisis Prevention Institute
Security And Loss Prevention Services -
Moffat Security Consulting & Training Academy Inc
High School Diploma -
Ladysmith Secondary