By Noah Thompson, Senior Manager, Customer Service

ASP is constantly looking for ways to innovate and improve the way we operate both internally and externally.

At Ottawa’s McDonald Cartier International Airport, we will be piloting a new technology for customer service reporting. This proprietary reporting style will allow us to provide valuable information to our client in regards to their daily operations.

The new reporting style will also provide us a quality in-depth reporting system for ASP operations, allowing us to further customize our customer experience delivery to the passengers of the airports that we operate within. We are extremely excited to pilot this reporting technology and are confident that we will be rolling this out to other clients later in 2019.


By Noah Thompson, Senior Manager, Customer Service

ASP takes great pride in our efforts to support client safety initiatives. We recently received the following commendation for one of our CSRs, Fanny Tran, at Toronto’s Billy Bishop Airport.

“I’d like to acknowledge Fanny’s safety observation and addressing the unsafe work practice of a ramp employee in the check-in area last week and yesterday. Fanny’s awareness of safety and addressing this is important and commendable.

Thanks for your help.”


Left to Right: Danna Hazanovsky (SDM), Fanny Tran (CSR) and Chris Bentley (CSR)

At ASP, we take a safety-first approach to everything we do and will continue to support our client operations with vigilant “see it, report it” focus in our day to day work.


By Noah Thompson, Senior Customer Service Manager

The ASP Customer Service Team is tasked with providing world-class customer service to the travelling public at three major international airports in Canada. That is not where our job stops.

In many types of service disruptions, our team has stepped up and assisted where we were not normally required. On Sunday March 17, 2019, an electrical fire filled Toronto Pearson’s Terminal 1 CNX Level with smoke. Our OSR Agents posted in this area not only stayed back to assist, they maintained the safety and security of the airport by updating the passengers as they received information and helped to lead a calm evacuation in a high-stress situation.

Svitlana Portnova, OSR Agent

Adding to this, one of our OSR Agents, Svitlana Portnova relied on her training as a nurse to assist a passenger with an asthma attack, due to the poor breathing conditions in the area at that time.

Team work and job dedication were paramount in the successful handling of this emergency. Great Work, Team!!!!!


By Danna Hazanovsky, Service Delivery Manager, OSR

The OSR team at Toronto Pearson does an excellent job each day ensuring that our passengers are treated with exceptional customer service and leave our airport with a great impression.

We have many examples of our team working together and executing flawlessly to deliver an exceptional passenger experience.

Here is a small showcase of some of the written commendations we have received over the last few months:

“We encountered a medical today at the T1 SPIL area during the afternoon peaks. A 14-year-old boy was in serious distress. Two individuals from the OSR team: Carl Lynn Salcedo and Rakesh Bhardwaj responded well to my “demanding” voice, given the situation. They were able to quickly respond, by creating a barrier with stanchions for the family while maintaining movement of the heavy passenger flow trying to stop and view the situation. Carl Lynn was able to locate a doctor in the SPIL queueing at my request in record time… it may have made the difference for this youngster!!” – GTAA Terminal Services Representative

“The operation was flawlessly executed today. Despite heavy Transborder and local connections, OSR Manager Zapata, Jason and OSR Supervisor Matharu, Jasmeet did a fantastic job in ITPC and CBP.”- GTAA Terminal Services Representative

“Ms. Shanna saved my day! Every year I travel to the United Arab Emirates to visit my father in Dubai. I have never missed a holiday with my father. However, this year I almost lost this traditional meeting due to an employee error/oversight made by an airline employee.

Upon my arrival at Toronto International Airport, I proceeded to my next gate, but was quickly advised that I could not go to Dubai because I did not have a Visa. The airline employee insisted that I would have to apply for a Visa in order to proceed with my trip to Dubai. I insisted that this information was not accurate.

The Agent glared at me and told me I don’t specialize in Visa services, and that I should never assume anything. The agent then handed me a piece of paper with the website information and told me to go over there and apply for a Visa online.

I was in shock. I was speechless and in tears. I was asking myself, HOW could I have allowed this to happen? How could I have not known that I needed a Visa for the UAE this year?

In tears, I went to the corner by the kiosks and proceeded to find the website on my cell phone that the airline just gave me.

That’s when two customer service agents through A.S.P. Inc. Security (Ms. Shanna and another young lady) noticed me and immediately came to my rescue.

Ms. Shanna consoled me and assured me that everything would be alright. Ms. Shanna then walked me over to the other side to speak with a different agent through the airline. The other agent apologized for her colleague’s mistake and confirmed that a 30-day Visa is granted upon arrival. The airline agent then proceeded to print my boarding pass and apologized once again for her colleague’s oversight.

Ms. Shanna went above and beyond the call of duty today. If it wasn’t for Ms. Shanna, I would have missed my flight to Dubai to see my Dad.

Most of the time, companies will promise excellent customer service, but often fail to deliver what they promise to the customer, but A.S.P. Inc. fulfilled their promise by providing a positively unforgettable resolution to my dilemma.

Thank you SO much. The initiative Ms. Shanna took today on my behalf was phenomenal. Thank You, A.S.P. Inc.”
– Passenger Remarks

Often small gestures of great service go unnoticed, but it is important to celebrate when the client or passengers go the extra mile and write in to our management to recognize members of our team. We are looking forward to additional excellent interactions and feedback from our passengers and the GTAA!


By Cliff Sampogna, Regional Manager, RES/CIC Division

As you all know, the residential and commercial division has been growing immensely over the last couple of years.

With growth comes infrastructure change, positive change that has allowed our team to take the next step.

I wanted to take this opportunity to welcome Josh Holowatenko as the new Recruiter for the Residential & Commercial division. Josh has spent the last five years working in professional environments such as Moore’s (men’s clothing). Josh came on board with ASP as a Mobile Supervisor and has worked his way up into the recruiter role through hard work and dedication.

Josh is also an elite athlete and currently captains Team Canada’s dodgeball team. He is regularly travelling for tournaments to compete against other elite teams and countries. This dedication to his team has provided Josh with a work ethic that allows him to easily exceed the standards and break the ceiling of expectations.

I am looking forward to seeing the work Josh will do for our organization and how he will help us to get to the next level of our business successes. I am proud and honored to have Josh as part of our team and I look forward to watching him grow in this role.

I personally welcome Josh to the team and I would like everyone to take this opportunity to welcome Josh to the team.


By Cliff Sampogna, Regional Manager, RES/CIC Division

ASP has enjoyed an immense amount of success over the last few years.

This success has led to the ASP family growing and becoming an organization that is recognized as a premium service provider by our peers and our clients.

Part of being successful is understanding that we have a responsibility to the communities around us and to give back where we can to truly be a community leader by helping others.

Part of our 2019 initiative is to get more involved in the not-for-profit and charity community. I am very proud to announce that we have become part of an organization that truly helps people in the community.

ASP has partnered up with Shelter Movers. Shelter Movers is a volunteer-based organization that provides moving and storage services at no cost to women and children experiencing abuse. Shelter Movers collaborates with community partners in Ottawa, Toronto and Vancouver to help families transition to a life free of abuse.

ASP is very proud to be a part of this initiative and to provide support in our communities. To learn more about Shelter Movers, visit their website at sheltermovers.com.

As ASP grows, we are looking forward to the opportunity in expanding our community efforts and be a part of the solution around us.

If you are interested in being a part of this initiative or know how else we can help, you may contact me directly at csampogna@security-asp.com. I would be very happy to discuss these opportunities with you.


By Susana Borosic, Recruiter

Good luck and congratulations! After many years of dedicated service, Joshua Hopton received an opportunity in Military Policing.

We thank Joshua for his constant dedication and wish him all the best as he moves forward in the next chapter in his life.


Joshua Hopton enjoys his “Good Luck Josh” cake.


By John Gangasingh, Manager Operations, Residential/Commercial Division

As we go into spring, ASP is managing the security services contract for our high-profile client, Brookfield Properties, at the site of Bay Adelaide Centre (BAC).

BAC is soon-to-be the largest commercial/financial towers in the Toronto downtown core/Financial District.

Ms. Erin Deslippe is ASP’s Site Supervisor, overseeing all operational aspects of her present buildings and team of approximately 32 full-time guards, shift supervisors and 10 part-time guards.

The Residential/Commercial Division is very proud to retain such a strong and loyal leader. Erin has that natural ability to build strong relationships with her team, creating that strong, engaged team spirit that you just can’t train for!

Erin easily shines as an operational leader in our niche industry, due to her police foundations, educational background and her many years of security frontline and leadership experience.


Erin Deslippe, Site Supervisor, Bay Adelaide Centre (Brookfield Properties)

We are very appreciative and supportive of Erin’s day-to-day efforts and all of her strong team’s due diligence in getting the job done!

Thank you, Erin and your awesome team! Keep up the great work!


By Mike Moledzki, Service Delivery Manager, Residential/Commercial Division

I wanted to take this time to introduce a Site Supervisor worthy of getting to know: Michelle Roy.

Michelle has been with ASP since November 2018 and she has taken on the role of Site Supervisor at St. Lawrence Market.
She has shown great leadership and dependability for the past four months, with praise from both her coworkers and client. We have definitely chosen the right person for this job. She has over nine years of experience in the security industry and it shows on every shift.

In 1991, she enlisted in the Queens Own Rifles as a Private, where she served as admissions assistant. She then worked with Toronto Police as a co-op student, learning valuable lessons from both experiences, whether it was defusing a tense situation, or using her customer service experience to help a customer or tenant.

Michelle has made a big impact and she shows it with a great ability in creating a comfortable and calming environment at St. Lawrence Market. She leads by example to all guards working at this location, by always being ready to put in the extra time when the site needs the help without a second thought, by creating procedures and standards for her guards to use when she is not on site, and by always being available for questions when she is not on the clock.


Michelle Roy, ASP Site Supervisor, St. Lawrence Market (City of Toronto)

Her leadership has not gone unnoticed, Michelle has put in her time and shown great promise. Great job, Michelle!!


By Sean Gallagher, HR Recruitment Manager

This quarter’s article highlights the career of Ramakrishna Malkapuram, and his long-standing dedication to ASP

As an employee with ASP for over nine years, Ramakrishna’s initiative has enabled him to continuously grow within the company. Prior to his years with us, Ramakrishna began his career in Security with the Superior Court of Justice in 2009 – the place where his passion for security and law enforcement began.

Ramakrishna Malkapuram, Training Coordinator.

Interested in Aviation, Ramakrishna sought a role in Access Control with ASP in 2010 at Billy Bishop Toronto Centre
Airport. It took him less than a year to shine as a leader for our company, as he was shortly thereafter promoted to Supervisor at Toronto Pearson International Airport (Toronto Pearson). Ramakrishna continued to grow and develop until his next challenge was accepted.

In 2015, Ramakrishna was chosen to participate in the Behavioral Recognition Training course – a requirement for all Specialist and Canine team members. It was at this point when Ramakrishna continued to shine and display his ever-present interest in advancements within ASP As a result, he was selected as a Casual Specialist at Toronto Pearson. In 2016, Ramakrishna was selected as a Casual Access Control Training Coordinator, to provide support to David Ramlagan as guard volume increased.

It was here that it became obvious Ramakrishna’s knowledge in policy and procedural requirements made him an excellent choice for Training Coordinator, alongside David Ramlagan, and in 2018, Ramakrishna was made the permanent Training Coordinator for the Aviation Security Division in Toronto Pearson.

“Ramakrishna has been one of the most dedicated members of the ASP team and continues to set the bar high, by accomplishing his set goals with an unwavering, positive attitude that some deem absolutely infectious in the work place, making him an absolute pleasure to work with. He is the definition of passion and work ethic, which is continuously recognized through numerous awards and promotions throughout his years with ASP”

Ramakrishna, thank you for everything you do daily for our company!