Security ManagerJun 2012 to Jun 2014
St. Vinvent's Healthcare Network － Jacksonville, FLRecruited, managed and mentored an average of 12 new customer service driven security officers per year. Monitored the daily activities of 12 security officers over three teams. Interviewed, hired and trained new quality customer service driven security officers. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately. Provided a high level of leadership support to representatives and clients. Effectively communicated with team members to maintain clearly defined expectations. Effectively managed departmental expenses to stay within allocated budget. Resolved customer questions, issues and complaints. Developed rapport with the customer base by handling difficult issues with professionalism. Generated and distributed daily reports and order acknowledgments to appropriate personnel. Program DirectorOct 2011 to Apr 2012
Everest University － Orange Park, FLGenerated and distributed daily reports and order acknowledgments to appropriate personnel. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Developed rapport with the customer base by handling difficult issues with professionalism. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Collected, monitored and evaluated customer requirements to achieve graduation. Effectively managed departmental expenses to stay within allocated budget. Provided a high level leadership support to representatives and clients. Addressed negative customer feedback immediately. Provided detailed monthly departmental reports and updates to senior management. Improved service quality and increased sales by developing a strong knowledge of company's products and services. Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives. Developed, implemented and monitored programs to maximize customer satisfaction.
SergeantOct 1997 to Aug 2011
Suffolk, VA Police Department － Suffolk, VASuccessfully managed the activities of 20 team members in multiple locations. Created training manuals targeted at resolving even the most difficult customer issues. Monitored the daily activities of five police support teams. Developed, implemented and monitored programs to maximize customer satisfaction. Provided detailed monthly departmental reports and updates to senior management. Provided a high level of leadership support to representatives and clients. Effectively communicated with team members to maintain clearly defined expectations. Resolved customer questions, issues and complaints. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Developed rapport with the customer base by handling difficult issues with professionalism. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Mental Health Counseling2019Capella University － Minneapolis, MN, USABegan courses January 2017.
Public Safety Leadership2012Capella University － Minneapolis, MN, USA3.5 gpa upon graduation.
Public Safety Leadership2018Capella University － Minneapolis, MN, USADropped down from PhD program in 2012 with a 3.50 gpa and completed a Masters in the same discipline in 2012.
Master of Science, Administration of Justice and Private Security2009University of Phoenix － Phoenix, AZ, USA4.0 gpa upon graduation. Earned a place on the Criminal Justice National Honor Society.
Government Administration concentrating in Criminal Justice2002Christopher Newport University － Newport News, VA, USA3.5 gpa upon graduation.
Police Science and Forensic Sciene1997New River Community College － Dublin, VA, USA3.3 gpa upon graduation. Two separate AAS degrees.
