Client-focused and experienced security professional with a specialization in Customer Service, Security Operation, Alarm Monitoring, Security Monitoring, Fraud Protection, Theft Protection, Asset Protection, and Loss Prevention. Critical Thinker and complex problem solver with a passion for helping people while protecting safety of life, assets, and property.
Central Piedmont Community CollegeCharlotte, NCASSOCIATE OF SCIENCE: CRIMINAL JUSTICE/SAFETY STUDIESCRIMINAL JUSTICE/SAFETY STUDIES
09/2014 - Current
WELLS FARGO － Charlotte, NCSecurity Response Center Analyst
Utilized physical security, technical security, and data intelligence while monitoring and providing life safety, threat management, and intelligence analysis functions for Wells Fargo 24 hour Command Center.
Confirmed compliance of the Federal Bank Protection Act and other applicable federal, state and local regulations; while exercising life safety for employees and customers.
Protected bank assets by rapidly communicating incidents and information to appropriate First Responders, and Management on all levels within Wells Fargo while exercising independent and sound judgment that balances business efficiency and effectiveness with prudent risk mitigation principles.
Sustained professional composure while providing critical support for employees, and customers by applying and engaging Protective Services, Life Safety, Threat Management, Law Enforcement, Emergency Medical Services, and Property Management during events of emergency.
Replied to steady volume of phone calls relating to life safety, asset protection, security- issues, administrative and information inquiries while maintaining strong communication skills and ability to effectively collaborate with peers and management across disciplines.
Created concise incident reports capturing critical details and engaging appropriate parties while also monitoring Wells Fargo Burglar Alarm and DVR System.
03/2013 - 09/2014
IVERIFY － Charlotte, NC
Implemented and practiced customer service principles by maintaining a professional demeanor, while exercising sound judgment in dealing with discrepancies.
Engaged customers while delivering superior customer service in high call volume area.
Provided protection solutions for Iverify's clients and their customers nationwide by utilizing integrated audio and video monitoring technologies.
Utilized various assessments, evaluations, interventions, and defusing techniques in response to emergency requests for assistance in handling incidents for clients.
Monitored areas of high risk such as safes, cash registers, inventory rooms, offices, front and back doors while checking for suspicious activities, behaviors, and unauthorized persons.
Ensured the safety of clients and customers by conducting 200-400+ security audits of retail business daily.
Responded appropriately to incidents which involved procedural guidelines with handling alarm signals, voice commands, client contacts, and emergency dispatch for police, fire, and medical dispatch.
Generated and processed security logs, exception based reports, incident reports and service tickets for clients; while handling and responding to incidents, events, and alarm signals.
Demonstrated proficiency in Microsoft /Windows applications, Honeywell DVR Systems: Rapid Eye/Ganz, Insight, and Cosmo Call; while providing over 200-400+ phone calls per day with client interface.
Exhibited strong communication skills and solid interpersonal skills which effectively contributed to the unity of the Protection Specialists Team in achieving departmental goals as well as promoting group accomplishments.
Subject Matter Expert with a thorough knowledge of Security Operations, Management, and Procedures; assisted Training Coordinator with the training and development of New Hires On-Board (NEO's) with Security Training.
09/2011 - 03/2012
ALLIEDBARTON SECURITY SERVICES － Charlotte, NCUnarmed Security Professional
Provided premier customer service to NASCAR, and UNCC customers, clients, and associates using facilities by answering questions, assisting with directions, and concerns or issues.
Proactively engaged with NASCAR and UNCC customers, clients, and associates using facilities, while ensuring a safe and secure atmosphere.
Responded rapidly to emergency, and non-emergency calls, and alarms signals during hours of operation.
Supervised security operations during shift and effectively communicated with security personnel and senior management.
Managed Security Console while operating physical security, closed-circuit televisions, alarms, and access systems.
Inspected NASCAR and UNCC facilities buildings, equipment, and access systems to determine security risks, prevent financial losses, and property damage.
Initiated and assessed all relevant documentation, reports, and investigations on security related issues.
Collaborated with law enforcement agencies on reports and investigations.
Maintained Executive - level protection of Bank of America International Trade Center, Trading Floors, and 1BAC facilities using sophisticated access security systems.
Directed and assisted pedestrians, clients, and associates during emergency and non-emergency events while applying life safety, emergency response techniques, and principles.
Provided interface during critical and non-critical emergency events from reporting to resolution.
Performed covert surveillance of Bank of America access points, loading docks, office buildings, and distribution centers; while monitoring, deterring, and preventing threats against terrorism, larceny, vandalism, property damage, and financial losses.
Verified and inspected proper functioning of physical security systems, such as access systems, closed-circuit televisions, alarms, sensor tag systems, and locks.
Monitored compliances with standard operating procedures for Bank of America loss prevention, physical security, and risk management.
Conducted internal and external audits to identify areas of procedural deficiencies with Bank of America facilities; while making recommendations to senior management, for corrective action preventing and reducing financial losses.
Compiled and prioritized documentation for security-related reports, incidents, and investigations to senior management.
Liaison with security officers and local law enforcement agencies during events of emergencies to maintain order, safety of life, and property.
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