Lance Holley
Security Support Manager
Little Rock
Summary
Dynamic Security Support Manager at Bank OZK with a proven track record in enhancing employee satisfaction through proactive problem-solving and technical support expertise. Skilled in performance management and team building, I successfully reduced complaints and improved service efficiency, fostering a culture of continuous learning and collaboration within my team.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Security Support Manager
Bank OZK
06.2020 - Current
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
- Reduced customer and employee complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Developed and maintained relationships with customers to enhance employee satisfaction.
- Prepared employee schedules for maximum coverage during key hours.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Streamlined support processes for increased efficiency and improved response times.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Developed and implemented procedures for responding to employees inquiries and resolving technical issues.
- Enhanced team morale with regular recognition programs, acknowledging outstanding contributions to team success.
- Optimized staffing schedules to ensure coverage during peak times, maintaining high service levels.
- Organized and led training sessions to keep team updated on new technologies and support protocols.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Security Supervisor
Allied Universal Security Services
09.2017 - 06.2020
- Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
- Recorded incident reports with detailed accounts of occurrences.
- Conducted regular patrols of facility to detect and deter security threats.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Managed a team of security officers, providing guidance, support, and performance evaluations to ensure a high level of professionalism.
- Assisted with investigations into reported incidents, gathering evidence and providing detailed reports for review by management or law enforcement officials when required.
- Successfully managed incident response operations during critical situations, ensuring staff and visitor''s safety and minimizing potential damages to company property.
- Evaluated existing emergency plans, making updates as needed to address changes in facility layout or emerging threats.
- Reduced incidents of theft and vandalism by closely monitoring surveillance systems and coordinating with law enforcement.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Coordinated with security personnel or other departments to establish safety of visitors and staff.
- Enhanced security measures by conducting thorough risk assessments and implementing new protocols.
- Developed strong working relationships with local law enforcement agencies to enhance cooperation in incident response situations.
- Closely monitored alarm systems, responding promptly to alerts and coordinating appropriate action when necessary.
- Coordinated security operations during high-profile events, ensuring safe environment for attendees and participants.
- Coordinated protective service operations with other emergency response agencies.
Education
Certificate of Technical Studies - Emergency Medicine
SEARK
Pine Bluff, United States 05.2001 -
Skills
Customer service
Decisive Decision-making
Policy enforcement
Teamwork and collaboration
Problem-solving
Technical support expertise
Verbal and written communication
Performance management
Training and mentoring
Staff management
Certification
CPR instructor
Timeline
CPR instructor
10-2024
Security Support Manager
Bank OZK
06.2020 - Current
Security Supervisor
Allied Universal Security Services
09.2017 - 06.2020
Certificate of Technical Studies - Emergency Medicine
SEARK
05.2001 -
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