Gilbert Marchena

• Sergeant-Lead supervisor managing security operations for multiple City of Phoenix facilities, downtown locations, and high-profile public events
• Supervise security personnel across shifts, ensuring staffing coverage, policy compliance, and operational readiness
• Oversee scheduling, performance management, disciplinary actions, and recognition of employee performance
• Train, mentor, and evaluate new hires, ensuring consistent standards in post duties, professionalism, and public interaction
• Conduct uniform and equipment inspections and enforce timekeeping, access control, and parking procedures
• Serve as a bilingual point of contact, providing clear communication with the public, city staff, and leadership
• Maintain a customer-focused, professional presence while directing visitors, verifying appointments, and resolving issues
• Secure all entry points at Phoenix City Hall and Calvin Goode Building using X-ray systems, handheld metal detectors, and prohibited-item screening
• Apply strong analytical judgment to identify, assess, and report potential security risks or emerging threats
• Conduct early morning foot patrols to ensure safe access for city employees, de-escalate conflicts, and address safety concerns
• Support Phoenix Civil Service hearings by maintaining secure, confidential environments for city officials, attorneys, and city of Phoenix employees
• Assigned to Phoenix Council Chambers and Mayor’s detail, coordinating closely with Phoenix Police to protect elected officials, staff, and the public

• Account executive
• Licensed in 17 states; sold and serviced policies for Fidelity Life, Mutual of Omaha, Transamerica, and Protective Life
• Operated independently to manage leads, client consultations, and policy administration
• Provided bilingual policy explanations and sales support to ensure client understanding
• Applied active listening and critical thinking to assess client needs and recommend appropriate coverage
• Built long-term client trust, securing financial protection for families and assets

• Managed multiple delivery orders across platforms while meeting time and accuracy requirements
• Self-directed operator responsible for daily scheduling, productivity, and revenue goals
• Maintained accuracy in order selection and delivery while ensuring a 5-star customer service rating

• Demonstrated professionalism, reliability, and safe driving practices

• Self-managed sales agent on a top-performing regional team (AZ, NM, San Diego, Las Vegas)
• Conducted door-to-door sales with warm leads and prospected small business clients through referral funnels
• Delivered a “white glove” customer experience, building trust and securing agreements

• Managed $10,000 in mobile inventory while consistently meeting and exceeding sales quotas

• Supervised retail team operations in a high-volume environment, including scheduling, inventory, and sales process management
• Small Business Certified; closed major accounts including Crubell (102 lines)
• Completed SSS Manager Development Program and led as Champion Metrics Leader to train, empower, and hold employees accountable
• Ranked Top 10 in the region for performance, leading by example
• Delivered exceptional customer service, ensuring client satisfaction and retention
• Completed extensive OPUS training in account management and customer security

• Provided customer service, assisted with questions, and resolved issues
• Operated as cashier, day stocker, and hardware associate, cross-trained across departments
• Mixed paint and maintained department operations while supporting inventory management
• Managed cart operations to maintain safety and order in parking lots