Andrew Mackeen
Crawley,West Sussex
Summary
Accomplished professional with expertise in stakeholder engagement and change management, driving successful initiatives through technical troubleshooting and data analysis. Proven track record in customer relationship building and operational support, enhancing process improvement and quality assurance. Committed to leveraging skills for impactful contributions in future roles, aiming to optimise organisational performance.
Overview
23
23
years of professional experience
1993
1993
years of post-secondary education
1
1
Certification
Work history
Service Improvement Manager
Serco Ltd
London, City of London
06.2018 - 09.2025
- Supervised project timelines for timely completion.
- Delivered high-quality products to increase customer satisfaction.
- Implemented cost reduction measures, reduced overhead expenses.
- Piloted change management initiatives successfully improving organisational adaptability.
- Led performance reviews, identified areas for improvement.
- Monitored health and safety measures for guaranteed compliance.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Designed and implemented training to further develop staff based on business goals.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
Security Manager
SERCO Ltd
London, City of London
08.2015 - 06.2018
- Performed thorough background checks on new employees, maintained secure environment at work place.
- Successfully deterred unlawful activities by establishing stringent access control procedures at all entrances and exits of the facility.
- Ensured utmost security by implementing rigorous surveillance systems.
- Conducted routine security checks across the premises, ensured optimal vigilance.
- Conducted audits of existing systems, identified opportunities for improvement in security infrastructure.
- Provided strategic guidance on matters of risk management to reduce vulnerabilities.
- Evaluated existing protocols and suggested improvements, leading to fortified safety measures.
- Monitored health and safety measures for guaranteed compliance.
- Designed and implemented training to further develop staff based on business goals.
- Streamlined processes to improve and optimise office operations.
- Created classification systems to manage archives.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Developed organisational policies for administrative oversight and internal controls.
- Created digital file classification system for company-wide use.
- Identified potential security risks, enhanced overall company protection.
Prison custody officer
Serco Ltd
Croydon, Croydon
03.2003 - 08.2015
- Scrutinised incoming post for contraband items, preventing illegal substances from entering the facility.
- Participated in escort duties during off-site hospital visits ensuring prisoner's medical needs were met without compromising security principles.
- Assisted in prisoner transport duties, guaranteeing safe passage between facilities or courts whilst maintaining public safety.
- Monitored inmate behaviour, promptly addressing any signs of aggression or distress.
- Managed administrative tasks such as report writing and record keeping, ensuring accurate documentation of all incidents within the facility.
- Adhered strictly to privacy guidelines whilst dealing with sensitive information about prisoners building trust within the system.
- Followed strict protocol during emergency situations to minimise harm and maintain order.
- Resolved incidents calmly, maintaining best-possible safety and security of prison staff and offenders.
- Stayed calm and poised during heated, difficult or stressful situations, alleviating conflicts.
- Identified vulnerable people in custody and handled instances of self-harmin accordance with SPS Talk To Me protocols.
- Identified security and safety issues, immediately notifying supervisors of concerns.
- Performed internal and external escort duties of prisoners with meticulous attention to detail to avoid incidents.
- Maintained comprehensive understanding of all rules, policies and laws that governPrison Officer practice.
- De-escalated threatening behaviours, using restraint techniques when necessary.
- Identified and neutralised security threats in line with official policy.
Education
GCSEs - English, Maths, Science, History, Geography, Creative Design & Technology
Saltash Comprehensive School
Saltash, CornwallSkills
- Stakeholder engagement
- Change management
- Technical troubleshooting
- Data analysis
- Customer relationship building
- Operational support
- Process Improvement
- Quality Assurance
Certification
Lean Six Sigma Yellow Belt Certified
Timeline
Service Improvement Manager
Serco Ltd
06.2018 - 09.2025
Security Manager
SERCO Ltd
08.2015 - 06.2018
Prison custody officer
Serco Ltd
03.2003 - 08.2015
GCSEs - English, Maths, Science, History, Geography, Creative Design & Technology
Saltash Comprehensive School