Jessica W.
Experienced Security & Investigations Leader
- Role
- Manager, Operational Quality at Crisis24
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Jessica W.
A highly versatile Security & Investigations professional with over a decade of experience unraveling puzzles and driving results in complex, high-stakes environments. Prioritizes best practices, relationship-building, and clear communication to reduce risk and shape organizational standards and culture. Balances a passion for precision and detail with long-term business objectives, streamlining processes and building sustainable solutions that deliver value. A fair and consistent leader with a high level of emotional intelligence and a proven track record of developing training and mentorship programs that cultivate efficient, high-performing teams. Experience spans industry-leading corporations such as Creative Artists Agency (CAA), Activision Blizzard, and Gavin de Becker & Associates (GDBA).
Experience
Manager, Operational Quality
Jun 2025 — Present · Los Angeles, CA, US
Designs and executes enterprise-wide operational quality strategies that elevate service delivery standards across Executive Protection, Residential Protection, and GSOC operations, ensuring alignment with the Private Strategic Group brand and client expectations.Leads comprehensive field audits, site inspections, and risk assessments to evaluate operational effectiveness, regulatory compliance, documentation integrity, and client-specific deliverables.Develops, implements, and maintains robust performance tracking tools, dashboards, and accountability systems to monitor key quality indicators, identify trends, and drive continuous improvement initiatives. Oversees the Operational Efficiency Analyst to streamline Time and Attendance processes and reduce non-billable overtime, enhancing operational efficiency and productivity.Directs the Personnel Licensing Team, ensuring compliance with certification requirements for Security, Firearms, Medical, and related credentials for agents and analysts. Manages the State Licensing Roster, ensuring accurate tracking, timely renewals, and full regulatory compliance for all required state licenses.Provides strategic insights and data-driven reports to executive leadership, offering high-level analysis of operational quality metrics, compliance performance, risk exposures, and service improvement opportunities.Collaborates cross-functionally with Legal, HR, Compliance, Finance, and Operations to integrate quality assurance protocols into recruitment, onboarding, training, and operational workflows.Identifies service gaps, potential risks, and operational inefficiencies, developing targeted solutions and initiatives to strengthen performance, enhance client satisfaction, and proactively mitigate risks.
Education
University of Richmond
B.A., Psychology Major, Criminal Justice and Law and the Liberal Arts Minors
2008 — 2012
McGill University
Psychology
2010 — 2010
Chatham Hall
High School Diploma
2004 — 2008
Skills
- Typing
- Tutoring
- Leadership
- Networking
- Nonprofit Organizations
- Social Media
- Teaching
- Editing
- Public Speaking
- Proofreading
- Audacity
- Project Management
- Powerpoint
- Microsoft Excel
- Clerical Skills
- Fundraising
- Vendor Management
- Research
- Event Planning
- Administrative Work
- Microsoft Word
- Writing
- Office Administration
- Nonprofits
- Microsoft Publisher
- Logistics
- Microsoft Office
- Technical Writing
- Conflict Resolution
- Imovie
- Microsoft Powerpoint
- Community Outreach
- Legal Assistance
- Psychology
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