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Customer Service Rep/ Security Manager

Stone Mountain, Georgia, United States
August 27, 2018

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Katherine Marquez

Stone Mountain, GA *****


Dedicated to building, developing key relationship and training employees to ensure pubic safety. Problem solving; preparing reports; manage compliance trackers; along with efficiently handling day to day operations with customer excellence has been primary key roles. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Site Manager

Allied Universal - Atlanta, GA

January 2018 to Present

Monitor day to day operations

Resolve for client/tenant escalations

Conduct employee evaluations

Monitor, set, and reset fire panel

Provide monthly reports to the client

Other management responsibilities as determined by Client or District Manager Develop staff in both technical and professional skills Ensure officers are receiving communication of policies, company announcements via corporate Meet all contractual scheduled hours with a minimum of unbilled overtime. Coordinate/Conduct site-specific OJT, client-specific training, and annual refresher training for security personnel, as well as meet Allied Universal’s corporate training standards. Develop / maintain operational procedures so that a valid, site-specific OPM and post orders are always available for emergency reference by the security staff. Manage uniforms, equipment, supplies and vehicles utilized at the account(s), maintaining appropriate inventories and maintenance checklists.

Provide client with monthly staff reports

Work hand in hand with engineering in furnishing officer with facility knowledge Update SOP as needed

Create/maintain site emergency instructions

Operations Manager

Allied Universal - Atlanta, GA

February 2017 to January 2018

Ensure client satisfaction by conducting site check and conference calls Monitor/ confirm contract compliance requirements are met for multiple accounts Oversee day to day operations of multiple sites accounting for 7,000 (HPW) Train and re train officers to ensure they with in compliance utilizing a compliance tracker Maintaining/scheduling officers

Confirm payroll via T-time and post watch

Supply upper management with weekly reports

Resolve escalations

Area Manager

Wyndham Worldwide - Atlanta, GA

October 2016 to March 2017

Travel 60% of the time

Attend weekly meeting with several departments to ensure a level of safety and service Confirm nightly audits

Heavy email communication

Schedule staff for multiple locations

Resolve escalations of different caliber

Continuously coach and provide best practices and recommendations to direct reports; improve team productivity and effectiveness by systematically building the skills and capabilities of the team members

Review and submit reports to CVM

Create emergency documents as reference guide

Document and respond to clients request

Site Supervisor

Georgia 400 Center - Atlanta, GA

August 2015 to October 2016

Averaging less than 2% overtime on site monthly

Conduct monthly access card audits

Schedule staff

Create and revise OPM quarterly

Monitor officers daily productivity

Heavy email communication

Submit and receive work orders via Angus

Prioritize daily responsibilities

Provide customer service to tenants and clients

Report irregularities to proper department

Monitor Life safety panel Monitor

Security Officer/Console Operator

North Park Town Center - Atlanta, GA

October 2011 to August 2015

Conduct Surveillance via Ccure

Update procedures to ensure the safety of all tenants Report hazardous condition directly to engineering Access Control - maintain a database of tenants in a class A high-rise Notify and assist emergency personnel

Observe and report all activity

Provide customer service to property management tenants and visitors Maintain, organize and confirm daily clearances for building engineers Conduct investigations

Conduct mobile patrols

Secure buildings


Report to special detail upon request

Enforce client rules and regulations

Security Guard

Dupree Security - Decatur, GA

January 2011 to March 2015

Crowd management

Ensure badge compliance

Conduct patrols

Ensure the safety of visitors

Enforce GWCC rules and regulations regardless of vendor, guests, and or employees Monitor setup and breakdown for inventory

Notify and direct emergency personnel

Report all irregularities to management

P/T Electronics Customer Service associate

Walmart - Chamblee, GA

October 2014 to January 2015

Assist customers with purchases by accepting multiple types of tender Provide product knowledge to customers by completed mandatory training implemented by BBY Problem solving by conducting troubleshooting for different types of devices Respond to billing inquiries

Up-selling accessories with compatible devices

Loss prevention- ensuring all products were being purchased Monitored product Inventory daily

Security Officer/Concierge

Peactree Condiminum - Atlanta, GA

October 2011 to 2012

Report to irregularities to property management on a daily basis Serviced guest and tenants in a timely manner

Schedule appointments for visitors to view the property Assisted engineering with after emergency procedures Monitor CCTV for interior and exterior activity; to allow guests entry after-hours Enforced visitor parking


Certification in Private Investigations

Commonwealth Training Academy - Atlanta, GA

February 2017

Certification in Security

Kenneth Mitchell Academy - Jonesboro, GA



Customer Relationship Management, Data Entry, Relationship Management, training, Osha, Site Safety Certifications/Licenses

Security Officer

Private Investigations certification

Additional Information


Customer Relationship Management (2 years), Training (2 years), Data Entry (3 years)

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