Ivaylo Ivanov
London,England
Summary
Customer-oriented with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.
Overview
10
10
years of professional experience
1
1
Certification
Work history
CCTV operator
Westfield shopping centre
London
07.2025 - Current
- Ensured compliance with Data Protection Act during handling and storage of CCTV footages.
- Reviewed archived footage upon request from law enforcement, helping solve criminal cases more efficiently.
- Collaborated with management team to develop effective security protocols based on CCTV observations.
- Managed data storage efficiently to preserve vital surveillance footage for future use.
Security Response Officer
Westfield Shopping Centre
London, London
05.2021 - Current
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Tested security measures and systems, performing risk assessments to detect vulnerabilities.
- De-escalated conflict and resolved challenging situations.
- Analysed CCTV to track thefts and compiled incident reports.
Guest Service Team Leader
Shangri-la at the Shard
London, ENG
12.2018 - 03.2020
- Handled enquiries with professionalism and efficiency for excellent levels of customer satisfaction.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Assisted guests with making menu choices in informative and helpful way.
- Provided friendly and courteous service to all guests.
Night reception manager
Holiday Inn- London west
London, ENG
07.2017 - 11.2018
- Enhanced customer satisfaction ratings by managing all client inquires through resolution.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Analysed loss reports and reviewed with senior management to measure overall portfolio performance.
- Supported monthly reporting analysis to achieve validation of internal reports and to reconcile production operations and general ledger.
- Created periodic reports comparing budgeted costs to actual costs.
- Tracked financial progress by creating quarterly and yearly balance sheets.
Assistant Food and Beverage Manager
Holiday Inn - London West
London, ENG
08.2015 - 07.2017
- Carefully developed lucrative annual food and beverage marketing plan and strict budget to maximize profits.
- Led and directed team members on effective methods, operations and procedures.
- Interacted positively with customers while promoting hotel facilities and services.
- Reconciled cash and credit card transactions to maintain accurate records.
- Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations.
Education
Cyber Security - Level 3 -
Get Set UK
London 05.2024 - 08.2024
Performance Marketing Expert & SEO & SEM Expert
Software University
London03.2021
SIA CCTV Public Space Surveillance -
Get Licensed Academy
LondonSIA Level 2 Door Supervisor within the Private Security Industry
Highfield Qualification
London01.2021
BTEC certificate in workskills (RQF ENTRY 3)
Pearson BTEC
London11.2020
Team leading and Managment
TSP - Team leading and Managment
London08.2018
Economics
School of Finance
Pleven05.2012
Skills
- Budgeting and finance
- Microsoft Office, Opera, Micros
- Team management
- Process implementation
- Data management
- Methodical multitasker
- Motivational team player
Certification
- SIA CCTV Public Space and Surveiliance
- SIA Security Door Supervisor
- BDO - Behaviour Detection Officer
- Fire Marshal
- First Aid Level 3
Timeline
CCTV operator
Westfield shopping centre
07.2025 - Current
Cyber Security - Level 3 -
Get Set UK
05.2024 - 08.2024
Security Response Officer
Westfield Shopping Centre
05.2021 - Current
Guest Service Team Leader
Shangri-la at the Shard
12.2018 - 03.2020
Night reception manager
Holiday Inn- London west
07.2017 - 11.2018
Assistant Food and Beverage Manager
Holiday Inn - London West
08.2015 - 07.2017
Performance Marketing Expert & SEO & SEM Expert
Software University
SIA CCTV Public Space Surveillance -
Get Licensed Academy
SIA Level 2 Door Supervisor within the Private Security Industry
Highfield Qualification
BTEC certificate in workskills (RQF ENTRY 3)
Pearson BTEC
Team leading and Managment
TSP - Team leading and Managment
Economics
School of Finance
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