Shaleena Cole
Tempe
Summary
Dynamic Lead Transportation Security Officer with the TSA, skilled in critical thinking and conflict resolution. Proven track record in enhancing passenger flow efficiency and training new employees. Recognized for exceptional customer interaction and decision-making abilities, ensuring safety and security in high-pressure environments. Committed to continuous improvement and team development.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lead Transportation Security Officer
Transportation Security Administration
Phoenix
11.2023 - Current
- During my employment with TSA, I have protected the nation's transportation system by:
- Providing front line security and protection of air travelers, airports, and aircrafts in a courteous and professional manner.
- Performing searches and screening, which may include physical interaction with passengers, pat-downs, search of property, and conducting bag searches to find prohibited and potentially dangerous items.
- Taking the initiative to identify daily passenger flow and staff each mod-set accordingly, to maximize passenger flow and to ensure optimal efficiency.
- Identifying and distributing tasks among my coworkers to manage checkpoint needs.
- Supervised team members to support managers during periods of insufficient staffing.
- Running and managing the checkpoint to include writing rotations and opening and closing lanes as needed.
- Managed officers' breaks and lunches to maintain staffing levels while verifying screening equipment functionality.
- Additionally, executing and adjusting rotations fairly, processing passengers without their primary identifications, and coordinating with supervisors and other leads to strengthen communication and effectiveness.
- Making critical decisions in unfamiliar and arduous situations.
- Engaging in continuous development of critical thinking skills, necessary to mitigate actual and potential security threats, by applying appropriate situational options and approaches.
- Continuing to seek feedback and utilizing my network, for it strengthens the ability to mitigate potential and concrete threats.
- Thoroughly double and triple checking the accuracy of checkpoint and baggage data to ensure the information is precise.
- Facilitated resolution of disputes among officers to promote teamwork and cooperation.
- Conducting all duties with a focus on customer service when assisting passengers who have questions or special needs.
- Performing new hire and promotion interviews. (Trained officers for 15-20 hours per week)
On the Job Training Coach
Transportation Security Administration
Kahului
09.2023 - Current
- Delivered 300 hours of instructional guidance on TSA checkpoint security screening.
- Clarified complex procedures for officers, ensuring understanding and compliance. Trained officers for 5-10 hours per week.
- Revised training criteria to support officers in improving their performance in specific skill areas.
- Supported fellow officers in enhancing oral communication skills and effectively conveyed their strengths and weaknesses during training.
- Coordinating with my superiors on the strengths and weaknesses of our screening process to reinforce screening capabilities.
Transportation Security Officer
Transportation Security Administration
Kahului
09.2022 - 11.2023
- As a Transportation Security Officer, my duties consisted of:
- Responding to breaches of security and emergency situations.
- Identifying and reporting any violations, suspicious activity, areas of weakness, damages and safety hazards to a supervisor or manager.
- Maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Developing the necessary attitude and confidence when taking on the responsibilities of an acting lead. (Trained officers for 5-10 hours per week)
Crew Trainer
McDonalds
Lahaina
09.2019 - 05.2020
- As a Crew Trainer, I was responsible for assisting a team of restaurant staff in preparing orders and interacting with customers.
- Teaching new employees, the techniques and knowledge needed to be a crew member. This included hands-on restaurant training and classroom training sessions. I trained new employees for approximately 420 hours.
- Evaluating the performance of new employees and providing feedback and coaching as needed. Additionally, I was responsible for tracking employee progress and identifying areas for improvement.
- Assisting with employee development by identifying learning opportunities and providing ongoing coaching and support.
- Developing and implementing strategies to enhance team performance and improve productivity to increase efficiency.
- Evaluating employee performance and training progress to identify additional training needs.
- Contributing my insight and expertise to my coworkers and my superiors during team meetings.
- Ensuring safety and sanitation regulations are being upheld.
- Assisting in additional roles and positions, as needed.
Education
High school diploma or equivalent -
Lahainaluna High School
Lahaina, HI05-2020
Skills
- Customer interaction
- Conflict resolution
- Communication skills
- Critical thinking
- Decision making
- New employee training
- Integrity and honesty
Certification
- Pre-Check certification
- Blended Lane certification
- Baggage certification
- OSARP certification
- CT certification
- CAT 1 & 2 certification
- CES certification
- PowerPoint, Excel, and Microsoft certification
Timeline
Lead Transportation Security Officer
Transportation Security Administration
11.2023 - Current
On the Job Training Coach
Transportation Security Administration
09.2023 - Current
Transportation Security Officer
Transportation Security Administration
09.2022 - 11.2023
Crew Trainer
McDonalds
09.2019 - 05.2020
High school diploma or equivalent -
Lahainaluna High School