Highly accomplished and experienced Special Agent with a record of success guiding all aspects of security, customer service, and professionalism. Excellent recordkeeping, report writing skills, and interviewing expertise. Consistently recognized by management and called upon to improve organizational effectiveness and efficiency through leadership that aligns the performance objectives, and sustains strategic flexibility. Adept at quickly and efficiently resolving pressing safety/security issues with a deliberative and strategic approach. Articulate communicator with excellent organizational and interpersonal skills.
Skills
Structured interviews
Communication
Problem solving
Proficiency in MS Office Professional Suite and Excel
Investigative report writing
Interpreting body language
Incident report writing
Customer satisfaction/service
Security requirements
Safety inspections
Machine calibration
Leading SOP briefings and safety training
Security camera equipment
Training new employees/security officers
Work History
Special Agent, 08/2018 to Current Union Pacific Railroad Company – Salt Lake City, UT,
Independently conducts structured interviews with subjects, neighbors, employers, and references as part of national security background investigations for employment suitability and security clearance determinations.
Prepares clear and concise investigative reports of information with 95% accuracy, and maintains all case-related paperwork.
Manages up to approximately 20 active investigations simultaneously within a two-week period.
Trained on how to read body language and identify deception.
Performs online and in-person record searches at law enforcement agencies, courthouse databases, educational, and financial institutions.
Lead Transportation Security Officer, 06/2014 to 08/2018 Department Of Homeland Security – Middletown, CT,
Regularly managed a team of approximately ten security officers.
Documented all security-related situations and submitted in-depth written reports to TSA management.
Tracked and reported passenger and baggage throughput metrics to management using Excel.
Performed security testing on officers and provided in-depth feedback to understand problem areas and to improve overall job performance.
Responded to numerous critical security incidents by applying standard operating procedures designed to minimize loss of life and damage to property.
Upheld strong customer service standards while completing screenings.
Perform daily safety inspections to maintain OSHA and company safety standards.
Communicated with other screening staff to promptly call attention to potential or active safety problems.
Directed training programs for new security officers on standard operating procedures and best practices to provide efficient and effective security.
Coached and mentored approximately ten to fifteen new security officers on standard security protocols, security risks, and proper alarm resolutions.
Repeatedly presented oral briefings on strategies to prepare for potential security breaches and security threats.
Interacted with public to give directions, explained rules and regulations, and respond to inquiries.
Adhered to strict screening techniques and procedures while conducting human screenings.
Operated X-ray screening equipment and tools to screen people, containers, and personal belongings for potential hazards and weapons.
Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
Checkout Coach, 01/2013 to 05/2016 Bad Dragon – Phoenix, AZ,
Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Enforced and communicated store policies and safety regulations to ensure store compliance was met and to reduce the amount of inventory shrink.
Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
Managed approximately 40 customer calls per day.
Frequently resolved front-end issues such as price inaccuracies, voids, refunds, coupon-related issues, and computer-related errors to reduce shrink.
Regularly provided feedback and input on job performance and how to improve job efficiency in relation to shrink.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Mentored other store employees in customer service and assistance to help improve overall satisfaction.
Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
Monitored areas for security issues and safety hazards.
Built effective training and coaching strategies to optimize team performance.
Oversaw group of approximately eight cashiers and service staff, supervising performance, correcting problems and boosting efficiency to optimize team operations and dynamics.
Customer Service Associate, 10/2010 to 08/2012 Lithia Motors – Van Nuys, CA,
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Managed approximately 50 customer calls per day.
Responded to customer needs through competent customer service and prompt problem-solving.
Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Legal Assistant Intern, 05/2012 to 05/2012 Lithia Motors – West Haven, OR,
Researched applicable laws, case law, codes, and other legal references using the Lexis Nexis database to provide supporting documentation for court proceedings.
Composed and edited correspondence and memorandum from dictation, verbal direction and court related documents.
Reviewed legal inquiries, proofread written court transcripts for grammatical and typographical errors in court transcripts within prescribed time periods and changing deadlines.
Adhered to privacy laws to avert possible information breaches and protect client data.
Answered telephone calls for clients and accurately recorded messages, as needed.
Cashier, 08/2011 to 04/2012 Food Lion – City, STATE,
Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
Answered questions about store policies and concerns to support positive customer experiences.
Restocked, arranged and organized merchandise in front lanes to drive product sales.
Completed sales in excess of $200 with near-zero error rate using POS system.
Cashier, 03/2008 to 10/2010 Martin's Food Store – City, STATE,
Assisted customers by answering questions and fulfilling requests.
Answered questions about store policies and concerns to support positive customer experiences.
Processed POS transactions, including checks, cash and credit purchases or refunds.
Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Mentored new team members on POS system operation, customer service strategies and sales goals.
Operated cash register for cash, check and credit card transactions with high accuracy.
Education
Bachelor of Science: Criminology And Criminal Justice, Expected in 12/2012 Longwood University - Farmville, VA GPA:
Graduated magna cum laude.
Elected to Supervisor of the Student Safety Organization (SSO) where I performed security patrols around campus buildings to test proper functionality of alarm systems, provided security escorts for students, and trained three members on the duties of a campus security authority and how to effectively maintain safety for our students and faculty, identifying certain areas of risk and vulnerabilities.
Assisted in the recruitment of the SSO, expanding our group from 7 to 14 members.
Elected to Treasurer for Lambda Alpha Epsilon (LAE) (Criminal Justice academic fraternity).
Managed chapter and national membership dues for an average body of 48 students where I managed our organization's budget of $1,000 (or more at times).
Resolved a tax-exempt revocation for LAE with the Internal Revenue Service (IRS) by projecting a monthly budget for our non-profit organization, and filing the appropriate IRS forms with acute accuracy and completeness, necessary for restoring our tax-exempt status. .
Elected to Vice President of Alpha Phi Sigma where I assisted in planning events such as hosting seminars with guest speakers who work in the criminal justice system.
Associate of Arts: Liberal Arts And Sciences, Expected in 08/2009 Lord Fairfax Community College - Middletown, VA GPA:
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