Customer Service Quality
Resume:
Leonard Holland
East Orange, NJ 07018
****************@*******.***
“Professional hardworking individual with good communication skills”
Objective: To obtain a responsible security position with a progressive company that will utilize my skills and
experience while providing growth opportunities.
Experience: (10/2012-Present) Bristol Protective Services
Security Officer
• Responsible for enforcing rules and regulations to prevent criminal activity before it
happens
• Monitor points of access in a building or property to allow entry only to individuals with
the correct identification or authorization
• Maintain surveillance of a property by patrolling the grounds or using closed-circuit
monitoring or alarm systems.
• Provide quality customer service.
• Greet customers and communicate correct information while promoting a professional
image.
• Provide a visual security presence.
• Maintain a shift log and report all incidents accordingly
• Conflict Resolution and Problem Solving
(10/2011-Present) B.A.S.I.C Works Inc.
Security Officer
• Responsible for enforcing rules and regulations to prevent criminal activity before it
happens
• Monitor points of access in a building or property to allow entry only to individuals with
the correct identification or authorization
• Maintain surveillance of a property by patrolling the grounds or using closed-circuit
monitoring or alarm systems.
• Provide quality customer service.
• Greet customers and communicate correct information while promoting a professional
image.
• Provide a visual security presence.
• Maintain a shift log and report all incidents accordingly
• Conflict Resolution and Problem Solving
03/2008-08/2012 Comcast Cable Communications Inc.
Workflow Coordinator/ Dispatch Representative
• Route service calls and installation jobs to technicians according to their location,
experience, and within a time frame prearranged with the customer.
• Alert field personnel of any changes in status of jobs.
• Handle calls regarding appointment status, updates and Estimated Time of Arrival.
• Update all work orders with job pertinent details and jobs completion information.
• Effectively communicate with all internal and external departments, as well as customers to
handle all escalated situations.
• Update database with equipment being installed or changed.
• Contact all customers who have been affected by any interruptions of service.
• Contact customers to ensure all jobs have been completed to their satisfaction.
• Conflict Resolution and Problem Solving
• Scheduling
• Provide Quality Customer Service
01/2006-03/2008 Comcast Cable Communications Inc.
Customer Account Executive
• Handle a high volume of incoming calls regarding customer complaints, request, and
inquiries concerning the providing of company services, billings, and service charges.
• Troubleshoot customers’ equipment and all services via telephone.
• Provide quality customer service.
• As a retention overflow rep I also retained customers and persuade them from
downgrading, by providing them with the quality and cost effectiveness of our products.
• Communicate effectively with individuals, team members, and customers to ensure high
quality and timely customer service.
• Conflict Resolution and Problem Solving
(01/2000-09/2005) B.A.S.I.C Works Inc.
Receptionist/ Office Manager
• Data Entry, filing, general office work.
• Provide quality customer service.
• Sales promotions.
• Answer phones and scheduled appointments.
• Scheduling
• Conflict Resolution and Problem Solving
Education: 2013-2015 Check-M-Out Security Services & Investigations, LLC
• NJ S.O.R.A. Certified
2003-2004/2007-2008/2013-Current DeVry University, New Brunswick, NJ
• Credits towards a bachelor’s degree in Network Communication Management.
2007 Jones NCTI
• Certificate in course “Excellence in Customer Service”.
1998-2002 Clifford J. Scott H.S, East Orange, NJ
• Received a High School Diploma in general studies.
Skills: Good communication skills, typing, data entry, MS Word, PowerPoint, able to work in a fast paced
environment, works well under pressure, Problem Solving and Resolution, Customer Service, New Jersey Firearms
Permit.
Reference: Available upon request.
Contact this candidate