Looking for a job

Joel Guerrero

@joelguerrero

Message

I lead event operations, guest service, and high-pressure teams across sports, entertainment, aviation, and technology.

United States

Message

What I'm looking for

I'm looking to lead operations or service teams in a fast-paced, safety-focused environment where I can coach staff, resolve complex issues, coordinate across departments, and deliver strong guest or customer experiences.

I've led event security teams at TD Garden for Bruins, Celtics, concerts, and other major events, advancing from Security Officer to Event Security Supervisor in 2017. I help maintain safe, organized guest experiences by supervising staff, coordinating across venue teams, and responding calmly to changing conditions.

I handle guest concerns, seating and access issues, crowd management, policy enforcement, incident reporting, and emergency coordination. I've also mentored team members on communication, professionalism, safety procedures, and de-escalation.

Alongside venue operations, I've supervised customer service and application teams at DentaQuest and supported product delivery at BCG, where I helped achieve 98% defect-free releases and improve delivery speed by 25%. I currently support safety-sensitive ground operations as a Ramp Agent with Delta Air Lines.

Experience

Work history, roles, and key accomplishments

Current

Ramp Agent

Current

Delta Air Lines

Jan 2025 - Present (1 year 8 months)

Performing physically demanding ground operations in a fast-paced, safety-sensitive environment while following strict operational and security procedures. Supporting a 24/7 operation with a focus on safety, reliability, and teamwork.

Ground Operations Safety Procedures Communication Skills Situational Awareness Teamwork

Senior Product Analyst / Scrum Lead

Boston Consulting Group (BCG)

Sep 2022 - Apr 2025 (2 years 7 months)

Facilitated planning sessions, daily coordination, reviews, and retrospectives while coordinating work across business, technology, QA, UX, and vendor teams. Managed QA/UAT and release-readiness activities, contributing to 98% defect-free releases and improving delivery speed by 25%.

Scrum Agile Stakeholder Management QA Testing Release Management Jira Confluence Cross functional Coordination

Event Security Supervisor

Securitas / AlliedBarton Security Services

Jan 2011 - Jan 2025 (14 years)

Promoted from Security Officer to Event Security Supervisor in 2017, leading event security teams at TD Garden. Supervised staff, handled guest concerns, enforced policies, and coordinated with venue departments and emergency personnel.

Event Operations Team Supervision Guest Service Crowd Management Conflict De escalation Incident Response Policy Enforcement Radio Communication Corporate Trainer problem resolution Cross Department Coordination Customer Service Situational Awareness Microsoft Office ServiceNow Jira

Application Development Supervisor

DentaQuest

Apr 2022 - Sep 2022 (5 months)

Supervised application development work and coordinated developers, business stakeholders, Operations, IT, and external vendors. Served as an escalation point for complex issues and tracked priorities, schedules, and resolution activities.

Application Development Team Supervision Stakeholder Management Issue Resolution Project Coordination

Senior Business Analyst / Business Analyst

DentaQuest

Sep 2017 - Apr 2022 (4 years 7 months)

Partnered with Operations, Finance, IT, developers, and vendors to resolve issues and support enterprise application initiatives. Triaged 25+ daily application incidents through ServiceNow and coordinated issues from identification through resolution.

Business Analysis ServiceNow Incident Management Stakeholder Communication Documentation

Customer Service Supervisor / Help Desk Analyst

DentaQuest

Jul 2014 - Sep 2017 (3 years 2 months)

Supervised and coached staff handling customer, operational, and application issues in a high-volume environment. Served as an escalation point for difficult customer situations and trained team members on procedures and communication standards.

Customer Service Team Supervision Coaching Escalation Management Communication Skills