Edwin Wamweru
Dubai
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy, to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Security Supervisor
Ejadah Asset Management Group
10.2018 - 11.2019
- Enhanced security measures by conducting thorough risk assessments and implementing new protocols.
- Reduced incidents of theft and vandalism by closely monitoring surveillance systems and coordinating with law enforcement.
- Improved employee safety by conducting regular training sessions on emergency procedures and proper use of security equipment.
- Streamlined communication between security staff, ensuring prompt response to potential threats or concerns.
- Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
- Conducted regular audits of security infrastructure, identifying areas for improvement and recommending necessary upgrades.
- Managed a team of security officers, providing guidance, support, and performance evaluations to ensure a high level of professionalism.
- Developed strong working relationships with local law enforcement agencies to enhance cooperation in incident response situations.
- Ensured compliance with all relevant regulations and industry best practices through continuous research and professional development opportunities.
- Participated in the hiring process for new security personnel, conducting interviews and evaluating candidate qualifications to build an effective team.
- Evaluated existing emergency plans, making updates as needed to address changes in facility layout or emerging threats.
- Closely monitored alarm systems, responding promptly to alerts and coordinating appropriate action when necessary.
- Assisted with investigations into reported incidents, gathering evidence and providing detailed reports for review by management or law enforcement officials when required.
- Led the development of comprehensive written policies outlining company-wide security expectations and guidelines for staff adherence.
- Provided ongoing training for staff members on key aspects of physical security principles, such as access control systems or situational awareness techniques during routine operations.
- Implemented proactive strategies like undercover surveillance actions resulting in early detection and prevention of potential security risks.
- Promoted a culture of safety awareness within the organization by organizing events and awareness campaigns highlighting best practices for personal protection while onsite.
- Successfully managed incident response operations during critical situations, ensuring staff and visitor''s safety and minimizing potential damages to company property.
- Evaluated security personnel performance regularly through unannounced drills or simulated emergency scenarios that helped identify areas for improvement and additional training needs.
Customer Service Supervisor
Ejadah Asset Management Group
07.2016 - 09.2018
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Streamlined communication between departments for improved collaboration and faster issue resolution.
- Developed comprehensive training materials to ensure consistent performance among team members.
- Mentored junior staff, resulting in increased productivity and reduced turnover rates.
- Created an efficient system for tracking customer inquiries, enabling quicker response times and improved service quality.
- Collaborated with colleagues to implement new strategies for enhancing customer experience across multiple touchpoints.
- Boosted overall efficiency by identifying areas of improvement within the department and implementing necessary changes.
- Assisted in refining company policies to better align with customer needs, fostering stronger relationships with clients.
- Conducted regular performance evaluations to identify areas of improvement for team members, promoting professional growth within the team.
- Organized team meetings to discuss best practices and share insights on improving customer interactions.
- Implemented new procedures for handling escalated situations, reducing resolution time and improving overall satisfaction rates.
- Provided constructive feedback to team members based on observed behavior during customer interactions, fostering a culture of continuous learning and development.
- Proactively addressed potential customer concerns by anticipating their needs through active listening techniques and attentive service delivery methods.
- Facilitated cross-functional collaborations with other departments for enhanced understanding of customers'' perspectives, leading to more tailored solutions for recurring issues.
- Assisted management in designing targeted incentive programs aimed at motivating employees towards achieving excellence in their respective roles.
- Contributed ideas during brainstorming sessions that led to process improvements, resulting in significant cost savings for the department.
- Utilized a customer-centric approach to problem-solving, enhancing the overall perception of the company''s commitment to service excellence.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected customer concerns to promote company loyalty.
Customer Service Representative
Ejadah Asset Management Group
01.2014 - 06.2016
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Streamlined communication processes for improved efficiency in handling customer inquiries.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Collaborated with cross-functional teams to optimize the overall customer experience.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
Education
No Degree - Security And Protective Services/Customer Service
Dubai Police Academy
Dubai, United Arab Emirates01.2014
High School Diploma -
Air Travel And Tours Training College
Nairobi, Kenya01.2007
Skills
- Site Visits
- Security team management
- Interrogation Techniques
- Fluent in English
- Security screening
- Staffing and scheduling
- Skilled in conflict resolution
- Investigative procedures
- Operations Management
- Team Management
- Call center experience
- Complaint Handling
- Performance Evaluations
- Staff Monitoring
- Issue Resolution
- Inbound and outbound calls
- Team coaching
Languages
English
Advanced (C1)
Certification
- Dubai Police Academy - Dubai UAE.
- Certified - Supervisor - MERAAS Citywalk Residence - Dubai UAE.
- Certified - Supervisor - Jumeirah Beach Residence Dubai UAE.
Sports, Creative Activities, Art, Self-Development, Group Activities
- Sports is an activity that brings my brain fresh and active.
- To be Creative gives me the ability to invent and develop original ideas in the arts.
- Self Development is what makes me learn new things and build new skills that helps me increase my chances of success, achieving my goals, and manifesting my dreams.
Timeline
Security Supervisor
Ejadah Asset Management Group
10.2018 - 11.2019
Customer Service Supervisor
Ejadah Asset Management Group
07.2016 - 09.2018
Customer Service Representative
Ejadah Asset Management Group
01.2014 - 06.2016
No Degree - Security And Protective Services/Customer Service
Dubai Police Academy
High School Diploma -
Air Travel And Tours Training College
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