Priyanka Soares
Greater London
Summary
A professional in operational management, prepared for roles demanding vigilance and quick decision-making. Proven history of maintaining high operational standards and ensuring safety protocols are followed. Strong focus on team collaboration, working with diverse community and adaptability, with reliable performance under changing conditions and critical situations. Currently serving as a Security Control Room Officer at Canary Wharf Group, my key responsible involves overseeing and managing the daily operations of a security control room, ensuring the safety and security of personnel, property, and assets.
Previously worked as Duty Controller for tunnel operations at Road Management Services (A13) PLC, ensuring seamless traffic flow, tunnel operations and system functionality. Expertise in CCTV monitoring, logistics management, and stakeholder communication honed during tenure as a Control Room Operation Specialist at Balfour Beatty plc. Over the years I have worked with diverse communities and in dynamic environments which have enabled me in excelling in customer service, product knowledge and complaint handling, from roles at GARMIN (Europe) Limited, Unity 101 FM (Southampton) and Carnival Corporation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Security Control Room Officer
Canary Wharf Group
08.2023 - Current
- Currently working as a Security Control Room Officer within the Canary Wharf Estate Control Centre.
- My primary duties are to be proactive and proficient in operating various technical systems to prevent and detect incidents occurring and supporting incident management on the Canary Wharf Estate.
- My key obligations are to liaise with Emergency Services and actively process and assist their requests when required of both operational and managerial nature.
- I am responsible for deploying adequate and suitable company resources via telephone/radio/email including vehicles and personnel to incidents/events, updating the Incident Management System, accordingly, following the police incident management protocols such as JESIP and ensuring the relevant assistance is provided by liaising with other departments internally & externally.
- My responsibility involves managing of access control systems, verifying credentials and granting appropriate access levels to authorized individuals only.
- Reduced response times for critical incidents through effective coordination with on-site security personnel.
- Performed regular reviews of control room procedures, identifying areas for improvement and working collaboratively to implement necessary changes.
- Assisted in the onboarding and training of new control room staff, sharing expertise and best practices while fostering a positive team environment.
Radio Broadcaster - Hybrid
Unity 101
04.2015 - Current
- I am a highly experienced and enthusiastic Radio Broadcaster with 10+ years of experience in captivating audiences through innovative programming and engaging narratives.
- Adept in live broadcasting, script development, and enhancing listener interaction.
- Committed to creating compelling content that enriches the radio experience and strengthens community ties.
- Mentored new broadcasters on best practices for on-air performance, improving overall quality of station programming.
- Conducted in-depth research and interviews for accurate and informative news reporting, maintaining credibility and trust with listeners.
Duty Controller - Tunnel Operations & Road Network Management - Control Centre
Road Management Services (A13) PLC
05.2023 - 08.2023
- I've worked as a Duty Controller for Tunnel Operation & Road Network Management for A13 in liaison with Network Management Control Centre and London Street Control Management (Transport for London).
- I was responsible for Limehouse Link Tunnel & East India Dock Tunnel operation which included checking that all systems were active and running in the correct mode.
- I used to work with senior mechanical & electrical engineers and contractors to make sure that the fire alarm systems, air monitoring systems, vent system, lighting system and drainage water indicators were working and in operation at all times.
- I was also responsible for opening & closing of tunnels at designated time and during any live incidences.
- My responsibility also included handling of TFL tunnel CCTV cameras and A13 traffic cameras and monitoring live incidences and maintaining logs for it.
- I closely work with TFL (Transport for London) in keeping the road network running by monitoring the traffic cameras and informing TFL of any incidents that takes place inside the tunnels or on A13 network.
- I used to work with assigned traffic management companies for tunnel & road closure for road traffic incidences and any other incidents that might affect the traffic flow on A13, additional my responsibility involved managing and handling petty cash, work order sheets, attendance sheets & company vehicles log books.
Control Room Operation Specialist
Balfour Beatty plc
11.2020 - 05.2023
- I've worked as a Control Room Operation Specialist, where my main responsibility was to proactively monitor CCTV cameras for all public space & traffic cameras for Southampton City Council.
- I was involved in assisting Southampton City Council car parks in City Centre by responding in accordance with the service requirements.
- I was in charge of providing traffic and travel information for the transport network by responding swiftly and appropriately to enquiries by radios, telephone, email or in person; Liaise appropriately with relevant stakeholders including the police and Go Southampton Network which included direct radio connect with security staffs from all prominent Hotels, Clubs, Malls, Bars & Restaurants.
- I was responsible for attending calls for the West Sussex OOH highways emergency service and create jobs worksheet for highways teams, handling Itchen bridge toll service, bus lane enforcement and Concierge door entry systems and CCTV camera monitoring for 18 tower blocks in accordance with the service requirements for Southampton City Council.
- Additionally I was also responsible for ensuring compliance with industry regulations, minimizing risk exposure for the organization.
Product Associate - Sales & Marketing
GARMIN (EUROPE) LIMITED
07.2020 - 10.2020
- I have worked as a Product Associate in Tech Sales & Marketing department at Garmin Europe for 4 months.
- I was trained to provide all technical advice on all Garmin products.
- Handling product enquires and dispatching of Garmin Products.
- I was also responsible for complain handling and email enquiries from Garmin Europe consumers and providing them with excellent quality advice in order to meet personal and team performance targets.
Cruise Consultant- Customer Service, Guest Experience & Sales
Carnival Corporation
05.2017 - 06.2020
- I have worked as a Cruise Consultant for P&O Cruises and Cunard for over 3 years at the head office in Southampton - Carnival UK.
- I had to deliver high quality customer service at all times, which involved being an expert within my role and guiding guests effortlessly to the right product, handling their complaints in the timely manner and follow up to satisfactory resolution whilst maintaining the company's policy and procedures, my work involves me interacting with passenger's face to face as well through emails & phone calls, taking them for ship visits and post cruise follow up.
- Additionally I got the opportunity to do a secondment with Sales & Brochure Marketing team giving my inputs on brochure designs and analyzing guest & travel agent feedbacks.
- Developed strong relationships with clients, leading to repeat business and referrals.
- Implemented effective upselling strategies to increase revenue through the promotion of additional services such as shore excursions or specialty dining experiences.
- Regularly met or exceeded monthly sales targets while maintaining high-quality service standards for all clientele.
- Maintained comprehensive records of client interactions using CRM software, streamlining communication within the team.
- Increased overall company sales by actively participating in promotional events, trade shows, webinars, and other outreach efforts.
- Assisted clients with pre-and post-cruise travel arrangements, ensuring seamless transitions between land and sea vacations.
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
Education
Btech - Certification - CCTV Operators (Public Space Surveillance)
Tavcom Training Limited
05.2021
Grade 5 - Spoken English (GESE) - CEFR Level B1.1, ESOL International Speaking & Listening
Trinity College London
10.2019
Level 3 - Radio Communication & Broadcasting
City College - Southampton
01.2016
Post Graduate Diploma in Event Management - Level 5 - Event Management, Public Relation & Communication
National Academy of Event Management & Development (India)
01.2008
A level - Economics, Accounting & Business Maths
Convent of Jesus & Mary Girls High School
03.2004
Skills
- Crisis management
- Security protocols
- Teamwork and collaboration
- Excellent communication
- Organizational skills
- Emergency planning
- Critical thinking
- Stress tolerance
- Relationship building
- Working with Diverse Communities
Certification
- TQUK level 3 Emergency first aid at work
- ACT - Security Action Counter Terrorism
- Manual Handling course for moving objects
- SIA CCTV LICENSE
Languages
English
Hindi
Korean
Gujarati
Personal Information
Title: Security Control Centre Specialist - Customer Service Management - Radio Broadcaster - Events Coordinator
Timeline
Security Control Room Officer
Canary Wharf Group
08.2023 - Current
Duty Controller - Tunnel Operations & Road Network Management - Control Centre
Road Management Services (A13) PLC
05.2023 - 08.2023
Control Room Operation Specialist
Balfour Beatty plc
11.2020 - 05.2023
Product Associate - Sales & Marketing
GARMIN (EUROPE) LIMITED
07.2020 - 10.2020
Cruise Consultant- Customer Service, Guest Experience & Sales
Carnival Corporation
05.2017 - 06.2020
Radio Broadcaster - Hybrid
Unity 101
04.2015 - Current
Grade 5 - Spoken English (GESE) - CEFR Level B1.1, ESOL International Speaking & Listening
Trinity College London
Level 3 - Radio Communication & Broadcasting
City College - Southampton
Post Graduate Diploma in Event Management - Level 5 - Event Management, Public Relation & Communication
National Academy of Event Management & Development (India)
A level - Economics, Accounting & Business Maths
Convent of Jesus & Mary Girls High School
Btech - Certification - CCTV Operators (Public Space Surveillance)
Tavcom Training Limited
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