Lisa Rivera: From Security Officer to Regional Employee Experience Manager at GardaWorld

To emphasize GardaWorld’s appreciation for all that join the company, HRC Lisa Rivera suggested adding a bell to welcome all new hires at the Inland Empire Branch. After they are completely onboarded they ring the bell. Everyone in the office stops what they are doing and applauds.

 

When Lisa Rivera began her career with GardaWorld as a Security Officer in 2018, she had no prior experience in the security industry and wasn’t sure what her future might hold. But she quickly discovered that GardaWorld isn’t just a great place to work – it’s a great place to grow.

At GardaWorld, Lisa has been promoted or moved into a new role or title eight different times – from Post Commander to Site Supervisor, Dispatch Supervisor, Administrative Assistant, Human Resource Coordinator, Recruiter, Employee Experience Manager, and now serves as a Regional Employee Experience Manager.

Lisa’s story is a testament to how GardaWorld nurtures talent and offers a clear path to career growth, where you’re not just taking a job, but shaping a future.

As a Regional Employee Experience Manager, Lisa’s role is all about building meaningful relationships with new employees – a role she connects with deeply. “Not a day goes by that I don’t remember where I started. I always let the Security Officers know I was sitting in one of those chairs too,” Lisa shares.

Her mission is to ensure that every employee feels valued and supported. “Sometimes people feel that they don't have anyone that believes in them, and we have to show them – look, you matter. We believe in you. You can do this,” Lisa shares.

Before joining GardaWorld, Lisa worked as a store manager, a role that required physical labor and often took a toll on her body. Seeking a change, she decided to join a new industry entirely. “I didn't have any experience in security, and GardaWorld trained me – and they trained me to be successful,” Lisa reflects.

 

Setting Employees Up For Success From Day One

GardaWorld’s dedication to employee success is reflected in the comprehensive training and development programs offered to all employees, equipping them with the skills and knowledge they need to advance in their careers just like Lisa.

In her current role, Lisa is instrumental in shepherding new employees through their first 90 days of employment with GardaWorld. Their training journey begins with the Initial Security Officer Program (ISOP) and the "Welcome to GardaWorld" orientation.

This foundational training sets the stage for success by covering essential topics, such as site-specific instructions so officers know exactly what to expect on the job.

“We never want someone to go home feeling defeated because they couldn’t get their job done right or didn’t have the proper training. We want to set our people up for success, not failure,” Lisa explains. Care is given to intentionally placing Security Officers at the right sites based on physical limitations, personality preferences and scheduling needs to ensure a wonderful long-term match.

This commitment to employee success goes well beyond orientation as well. GardaWorld encourages ongoing development through in-service training, table-top exercises, and access to over 1,000 online courses via GardaWorld Academy – a global training program tailored to the specific needs of the industries we serve.

Lisa fondly recalls earning “new certificates nearly every month,” which helped her continually grow and advance in her career. She also emphasizes that GardaWorld teaches employees “when, where, and why they should escalate or reach out with questions,” giving them the tools to confidently handle situations beyond their training.

 

Fostering a Welcoming and Supportive Workplace Culture

One of Lisa’s most notable contributions to GardaWorld is her initiative to make new employees feel welcomed and valued from the start.

Understanding the importance of a strong sense of belonging, Lisa suggested adding a bell to the Inland Empire Branch to celebrate the onboarding of every new hire. Once the onboarding process is complete, the new employee rings the bell, and everyone in the office stops what they’re doing to applaud.

This simple yet powerful tradition has become a cherished moment for new hires and a reflection of the supportive culture that the company fosters. Initiatives like these make GardaWorld more than just a workplace – it’s a community where employees like Lisa are valued and recognized.

 

“It’s moments like these that truly reflect the spirit of teamwork and appreciation that defines our company culture,” Lisa shares. She continues, “We want to build that relationship with employees. In orientation, you build that relationship with your manager, with your CSM, your payroll scheduling manager, and you have that relationship with the HR team, and your employee experience manager. We want you to be happy. We want you to stay here.”

This foundational relationship-building is evident throughout a Security Officer’s first 90 days of employment with GardaWorld. “We do have a lot of follow-ups because we care,” Lisa shared, explaining how employees receive personalized support through regular check-ins and touchpoints.

This includes a phone call on their first day, a site visit and survey at the end of their first week, and follow-up calls at 30 and 90 days to ensure they feel valued and well-prepared. Additionally, new employees receive daily texts with company insights to foster a sense of belonging, and formal check-ins continue at the six-month mark to discuss career growth opportunities and overall satisfaction.

Given her own career growth at GardaWorld, it’s no surprise that Lisa consistently directs new hires to the company career page, encouraging them to stay connected to the many opportunities available to them.

She explains, “I’m just so passionate about my experience and what I’ve gone through here at GardaWorld. When we’re doing orientation, I always let new hires know their work does not go unnoticed. Let your managers know, ‘Hey, I’m really interested in advance opportunities’ to climb up that ladder. It's a welcome conversation.”

Lisa’s work does not stop at the end of 90 days though. She explains, “We want to ensure Security Officers know they are valued and appreciated not just on designated occasions, but every single day.”

 

From Security Jobs to Security Careers

As a Regional Employee Experience Manager, Lisa plays a crucial role in not only connecting employees with their job posts but also integrating them into the broader GardaWorld community. “People don't leave companies, they leave people – and I want to be the type of person that’s a reason they stay,” she explains.

From day one, employees feel supported and valued, reinforcing GardaWorld’s employee-centric culture. “We care about growth. We want people to know they have a future here. This isn’t a dead-end or a stagnant career,” Lisa says.

This commitment is reflected in GardaWorld being certified as a Great Place to Work® in both 2023 and 2024, an honor based on direct feedback from employees about their workplace. The company also provides one of the most robust benefits packages in the security industry, including one of the richest 401(k) Retirement and Savings Plans and a recognition program that awarded monetary incentives to 1 in 4 employees in 2023.

By ensuring employees like Lisa have the best possible working experience, GardaWorld has doubled its employee retention rate compared to the industry average, and proudly holds the highest Glassdoor rating of any security service provider in the industry.

Reflecting on her journey so far, Lisa shares, “I have loved every opportunity that GardaWorld has given me. They have opened the doors to nine different positions for me here and I am so grateful. Once you are set up for success, the possibilities are endless. I came here at 51 years old thinking I was going to be wanding people down until I retired. But GardaWorld saw something in me, and they promote from within. Our work here does not go unnoticed.”

Inspired by Lisa’s journey from Security Officer to Regional Employee Experience Manager? Visit our careers page to start your GardaWorld journey today!