Roxanne Coombs

• Safeguarded sensitive information by adhering to strict confidentiality policies regarding caller details, locations, and incident specifics.
• Played a crucial role in resolving complex situations by gathering vital information from callers and relaying it to responding units.
• Contributed to a safer community by providing timely information to first responders during critical incidents.
• Fostered a collaborative work environment, sharing knowledge, and expertise with fellow technicians to enhance overall team performance.
• Implemented best practices for call-taking procedures based on feedback from supervisors and peers, resulting in improved overall performance.
• Delivered high-quality customer service, addressing the needs of distressed callers with empathy and professionalism.

- Led team of 35 guards in monitoring high volume of calls during peak hours and days to various locations in Iqaluit.

- Recorded incident reports with detailed accounts of occurrences, and recorded evidence with a body cam.

- Responded quickly to emergency situations, assessed active threats, and maintained safety of both officers as well as individuals from the Indigenous community.

- Moved around to various security stations to check on officers, adjust workflow to cover changing needs, assist with serious incidents, and provided assistance to victims.

- Managed and mentored team of 6 employees.

- Enhanced supervisory and leadership abilities by working closely with employees.

- Approached customer concerns with calmness and patience, utilizing company policy to resolve concerns quickly.

- Used POS system to process sales, complete customer returns, fill online orders, provide gift card activations, and end-of-day procedures.

- Assisted Peace Officers at the Medicine Hat Regional Hospital, providing safety and security for staff, patients and visitors of the hospital.

- Assisted medical professionals with securing and stabilizing mental health patients of all ages, both in the emergency department as well as on the psychiatric unit.

- Performed observation watches on patients while they were segregated due to violent behavior, alcohol detoxification, drug withdrawal or suicide watch.

-Used notebook to log information for the purpose of writing incident reports.

-Reviewed CCTV footage and live feeds to spot trespassers and criminal activity.