As a dedicated and passionate leader at The Protection Bureau, a Pavion Company, I bring over a decade of experience in managing operations and driving excellence in customer service. In 2023, recognizing a need for improved coordination across the organization, I led the creation of the Monitoring Support Services Department in early 2024, aimed at enhancing efficiency and service quality in intrusion alarm monitoring.In my current role, I oversee the day-to-day operations of the department, focusing on developing streamlined processes to deliver exceptional service to both internal and external stakeholders. My leadership style emphasizes collaboration, continuous improvement, and a commitment to achieving the highest standards in monitoring support.Previously, as Central Station Manager, I successfully led a 24/7 team, providing coaching and development to staff while ensuring operational excellence. I played a pivotal role in creating and implementing company-wide procedures and spearheaded the development of a customer service education program, which contributed to The Protection Bureau winning the Installer of the Year award.An active participant in industry organizations, I regularly speak at seminars on topics such as video monitoring and team development. I am passionate about the security industry’s impact on life safety and thrive in an environment that continuously evolves with new technologies.