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I am known for successfully handling escalated customer support issues. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
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- Detained unauthorized individuals and escorted off-premises.
- Maintained positive environment dedicated to teamwork and performance.
- Set team schedules with clear understanding of coverage requirements, individual availability and unique knowledge of each officer.
- Communicated and enforced compliance with state and local laws while emphasizing company standards of professionalism and safety.
- Managed security staff schedules for all shifts, minimizing overtime costs.
- Maintained accurate bookkeeping of important files and ran reports and delivered updates on occupancy and revenues to supervisor.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Explained and pointed out property details to guests, including dining areas, pool, spa and fitness center.
- Created and optimized employee schedules for shift coverage.
- Scheduled meetings and meeting rooms for internal personnel, partners and clients.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Gathered, sorted, distributed and sent mail and packages.
- Greeted customers, answered general questions and directed to appropriate locations.
- Set up and activated customer accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Documented conversations with customers to track requests, problems and solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Trained new employees on procedures and policies to maximize team performance.
Miami Carol City Senior High School - Miami Gardens, FL
Florida Career College - Miami, FL
Certificate of Completion
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Resume Overview
School Attended
- Miami Carol City Senior High School
- Florida Career College
Job Titles Held:
- Security Site Supervisor
- Front Desk Receptionist
- Customer Service Representative
Degrees
- High School Diploma
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