ANN MARK
MARABELLA
Summary
A results-driven and customer-focused professional with over 12 years of experience in the security industry and 14 years in the Customer Service Restaurant Industry, particularly in training and development, team leadership and customer service management and food safety just to name a few. Skilled at improving service delivery standards, mentoring teams, and enhancing customer satisfaction. Proven expertise in coaching security officers in customer service, access control, and professional conduct. Adept at solving complex issues, driving team productivity, and maintaining high standards in customer care.
Overview
13
13
years of professional experience
Work History
Training and Development Manager
SESL Limited
10.2012 - Current
- Lead training programs for over 50 security officers across multiple sites, focusing on customer service, surveillance, and professionalism.
- Developed and delivered engaging training modules, improving officer performance and client satisfaction.
- Conducted on-site coaching and training at major client locations, such as NGC and Coca Cola, to address customer service gaps and ensure compliance with company standards.
- Led investigations into operational weaknesses and provided mentorship to team members to enhance productivity and communication.
- Collaborated with the HSSE department to close compliance gaps, resulting in a 15% improvement in operational efficiency.
- Implemented a new feedback system for officers, leading to a 20% increase in customer satisfaction scores across client locations.
Estate Inspector
SESL Limited
07.2012 - Current
- Managed day-to-day operations at client sites, ensuring officers adhered to grooming, conduct, and performance standards.
- Conducted uniform inspections and evaluated officers’ ability to handle customer interactions, improving site compliance by 25%.
- Worked closely with clients to address and resolve escalated customer issues, maintaining strong client relationships.
- Played a key role in the development of new policies to streamline access control and conflict resolution protocols.
- Provided ongoing coaching to officers in the areas of customer service and conflict resolution, leading to a noticeable improvement in customer feedback.
Security Officer
SESL Limited
10.2012 - 11.2012
- Handled frontline security operations at various locations, ensuring access control, visitor management, and conflict resolution.
- Trained new security officers on best practices in customer service and security protocol.
- Received consistent positive feedback from supervisors and clients for professionalism and ability to de-escalate conflicts.
Education
English A, Geography, Mathematics, Personalized Computers, Computer Literacy, YTEPP, Food and Nutrition, Micro Entrepreneurship, Cake Decorating
Marabella Senior Comprehensive School
Marabella, Trinidad and TobagoGeneral Management -
The Trinidad and Tobago Management Training Center
Trinidad and TobagoHuman Resource Management Certificate - Supervisory Management 1+2
University of the West Indies Southern University Center
Trinidad and TobagoSecurity Administration and Management -
Cipriani College of Labor and Co-operative Studies
Trinidad and TobagoHealth and Safety - First Aid and Fire Watch
Ensafe Institute
Trinidad and TobagoCertificate of Competence -
Institute of Advanced Firearms Training and Defensive Tactics
Trinidad and TobagoTrain the Trainer Certificate -
CTS College
Trinidad and TobagoOccupational Health and Safety, Operations Management, Word/Excel/ PowerPoint, Introduction to Psychology
Synergy Training Institute
Trinidad and TobagoABMA - EBS Skills
Sital College
Trinidad and TobagoUrine Specimen Collector
R.O.S.E. Environmental Limited
Trinidad and TobagoIOHL LTD
Skills
- Customer Service Management
- Team Leadership and Mentorship
- Conflict Resolution and De-escalation
- Training Program Development
- Performance Improvement
- Problem Solving
- Communication and Collaboration
- Compliance and Standardization
References
- Mr. Kerron Sooklal, 702-6982
- Mr. James Thompson, 379-2532
- Miss Shannah Salick, 785-0123
References
References available upon request.
Timeline
Training and Development Manager
SESL Limited
10.2012 - Current
Security Officer
SESL Limited
10.2012 - 11.2012
Estate Inspector
SESL Limited
07.2012 - Current
English A, Geography, Mathematics, Personalized Computers, Computer Literacy, YTEPP, Food and Nutrition, Micro Entrepreneurship, Cake Decorating
Marabella Senior Comprehensive School
General Management -
The Trinidad and Tobago Management Training Center
Human Resource Management Certificate - Supervisory Management 1+2
University of the West Indies Southern University Center
Security Administration and Management -
Cipriani College of Labor and Co-operative Studies
Health and Safety - First Aid and Fire Watch
Ensafe Institute
Certificate of Competence -
Institute of Advanced Firearms Training and Defensive Tactics
Train the Trainer Certificate -
CTS College
Occupational Health and Safety, Operations Management, Word/Excel/ PowerPoint, Introduction to Psychology
Synergy Training Institute
ABMA - EBS Skills
Sital College
Urine Specimen Collector
R.O.S.E. Environmental Limited
IOHL LTD
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