Customer Service Quality Assurance
Resume:
Robert E. Nelson
***** ****** **** ***** ******, MD 20602
Phone: 240-***-****
Email: ***********@*******.***
CAREER GOAL: ARMED SECURITY
PROFILE
Highly skilled Customer Service Professional with over 13 years of private industry experience in Administrative Support and Customer Service to include a broad knowledge of policies and procedures, quality assurance, and reports management. Enthusiastic self-starter, with strong organizational and communications skills. Proven academic and professional achievements, and possess the right clerical and computer skills required to assist the executives and organization to achieve its mission. Experienced and results-oriented.
PROFESSIONAL EXPERIENCE
Allied Universal/ Armed (SPO) Special Police Officer
07/15/2022-Present
●Reviews, verifies and interprets information in records, applications and other documents by using knowledge of agency policies and procedures to determine if appropriate procedures have been followed and to resolve problems;
●Processes and issues permits, licenses, vouchers, exemptions, invoices or other documents pertinent to agency programs and based on application of regulations and procedures to factual information;
●Responds to inquiries, makes determinations and resolves problems relative to inaccurate or incomplete information and discrepancies in various records and documents being processed;
●Explains basis of determinations to workers in other offices and agencies, clients or their representatives and the general public;
●Assembles and verifies data and compiles information in order to prepare routine statistical and status reports;
●Updates and maintains files, logs, schedules, rosters and records; Composes routine correspondence to provide or request essential information, explain the status of requests and the procedures to be followed;
●Recommends changes in office procedures as necessary to improve office efficiency. Uses computer software applications to enter, edit, validate, search, retrieve and update information and may design, edit or format reports, graphs and charts. May type correspondence, reports, schedules and other material using a keyboard of a personal computer
BTI Security/ Armed (SPO) Special Police Officer
10/05/2020- 07/15/2022
●Follow all laws, policies, and procedures according to the states of Washington DC, Maryland, and Virginia. Keep current Tri-county arms license.
●Provide expert communication skills and dispatch service between officers in the field and the Washington Area Transit Authorities to ensure the safety of the public and officers
●Provide security escort to WMATA employees while in the commission of transportation of revenue, via train transportation, or emergency tour, in the Washington DC, Maryland, Virginia areas of the metro systems.
●Supply security services and protection during emergency tours, to fix WMATA property within the metro situations in the Washington DC, Maryland, and Virginia areas.
Marriott hotels and resorts/ Gaylord National Hotel and Resorts
07/08/2019 – 03/13/2020
●Conduct random bag checks during employee’s exiting and entering the property, receive visitors using software systems to limit access to the building and keep track of materials entering and exiting the property.
●Answer, receive telephone calls using telephone etiquette, and expert customer service skills to evaluate the call and determine the direction of call.
●Check ID’s to ensure no unauthorized person enters the property without permission.
●Expert with following confidentiality policies, rules, and procedures to keep the privacy of guests and clients.
●Patrol all areas of the property; assist guests with room access.
●Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system.
●Lock property entrances when required.
●Conduct daily physical hazard inspections, respond to accidents, contact EMS or administer first aid/CPR as required.
●Assist guests/employees during emergency situations; notify appropriate individuals in the event of accidents, attacks, or other incidents.
●Defuse guest/employee disturbances; call for outside assistance if necessary.
●Complete incident reports to document all Security/Loss Prevention related incidents in detail; handle all interruptions and complaints.
●Escort any unwelcome persons from the property without interrupting the orderly
Property operation.
●Complete a Loss Prevention shift summary/daily activity report.
●Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals.
●In addition perform monthly fire extinguisher inspections and document findings of unsafe equipment
Transdev/ Metro Access 11/05/2018 to 07/05/2019
Paratransit Driver
●Works with women and men with limited mental, physical, disabilities providing safe and reliable transportation to and from desired locations. Driver demonstrates excellent customer service and professionalism while following all traffic laws state and federal.
●Beginning shift driver reports to work on time for designated route or standby route. Receiving route driver has the ability to complete a pre-vehicle inspection to ensure vehicle and equipment is working in perfect condition for the desired route.
●Reviews and complete manifest given at the beginning of shift to record all schedule stops and pickups to track mileage and update guest records with new information as needed. Ability to keep an open line of communication with base dispatch office, (OCC) Operation Control Center, for hour by hour operation events during route in the field.
●Driver has the ability to follow all emergency procedures to keep passengers safe during travel. Driver completes the end of shift paperwork and reports to turn into management at the end of shift to be reviewed.
St Mary’s County Maryland 04/15/2018 to 11/05/2018
Office Services Clerk I
●Reviews, verifies and interprets information in records, applications and other documents by using knowledge of agency policies and procedures to determine if appropriate procedures have been followed and to resolve problems;
●Processes and issues permits, licenses, vouchers, exemptions, invoices or other documents pertinent to agency programs and based on application of regulations and procedures to factual information;
●Responds to inquiries, makes determinations and resolves problems relative to inaccurate or incomplete information and discrepancies in various records and documents being processed;
●Explains basis of determinations to workers in other offices and agencies, clients or their representatives and the general public;
●Collects fees, makes corrections to payments owed or due, posts fees and payments to accounts and keeps financial records not requiring knowledge of bookkeeping or accounting;
●Assembles and verifies data and compiles information in order to prepare routine statistical and status reports;
●Updates and maintains files, logs, schedules, rosters and records; Composes routine correspondence to provide or request essential information, explain the status of requests and the procedures to be followed;
●Recommends changes in office procedures as necessary to improve office efficiency. Uses computer software applications to enter, edit, validate, search, retrieve and update information and may design, edit or format reports, graphs and charts. May type correspondence, reports, schedules and other material using a keyboard of a personal computer.
St. Mary’s County Maryland 04/05/2017 to 04/15/2018
Child Protective Services Caseworker
●Assist clients in identifying, developing and using their potential capabilities and community resources to resolve social, health, emotional, behavioral and economic problems. Interview clients to obtain information needed to determine eligibility for social services.
●Conduct assessment on case situations and make recommendations to the supervisor regarding individualized plans of service for clients. Provide direction and counseling and crisis intervention services to clients.
●Maintain personal contact with the other social services agencies and community resources to facilitate the referral of individual clients. Check public records such as birth records, for data and to verify information such as income kinship and residence.
●Update software systems on a case by case basis so information is current in Maryland State computer systems (Chessie and Cares). Prepare and manage case records and report concerning information secured and service, Learn to testify in legal proceedings regarding family services cases.
●Efficient in gathering information and participating in investigation of suspected child or adult abuse or neglect. Participate in the initial investigation of fatalities that result from suspected abuse or neglect
St. Mary’s County Maryland 08/03/2016 to 04/05/2017
Child Support Specialist I
●Child Support Specialist investigates and analyzes information collected from the custodial and non-custodial parent to verify employers, financial institutions, private and governmental resources.
●Works with non-custodial on court order obligations to be paid plus arrearages to keep compliance with state and federal guidelines and laws.
●Prepares documents for court hearings support payment modification, wage withholdings, earnings assignments, interstate transmittals, subpoenas, bench warrant and show cause orders in order to collect current or past d child support payments
●Oversees accounts of child support payments and reviews case records and payment activities to determine the need for and type of enforcement activities warranted.
●Investigates driver’s license suspensions, tax and bank account holds or seizures, and other tools to collect past due on no payments.
●Works with interstate cases to determine enforcement of child support between jurisdictions old or new child support orders. Able to prepare for court hearings including giving testimony when taking the stand cases go to trial. Initiates interviews with non-custodial parents during court to determine case payments for compliance of orders, to negotiate future payments, wage withholding, and health insurance needs to keep compliance of order.
●Maintains and updates case records by using automated systems and case folder documents. Responds to inquiries from custodial and non-custodial parents, employers, courts, public officials, attorneys, other state agencies and out of state agencies in order to resolve issues related to child support cases.
●Conducts in office interviews with non-custodial and custodial parents to respond to inquiries, status updates, analyzes and advise information. Assist with opening new cases and closures of complete payment and arrearages cases. Assist with important and private information while keeping confidentiality.
Marriott Marquis, Washington, DC 03/2014 to 07/28/2016
SPO, Special Police Officer
●Conduct random bag checks during employee’s exiting and entering the property, receive visitors using software systems to limit access to the building and keep track of materials entering and exiting the property.
●Answer, receive telephone calls using telephone etiquette, and expert customer service skills to evaluate the call and determine the direction of call.
●Check ID’s to ensure no unauthorized person enters the property without permission.
●Expert with following confidentiality policies, rules, and procedures to keep the privacy of guests and clients.
●Patrol all areas of the property; assist guests with room access.
●Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system.
●Lock property entrances when required.
●Conduct daily physical hazard inspections, respond to accidents, contact EMS or administer first aid/CPR as required.
●Assist guests/employees during emergency situations; notify appropriate individuals in the event of accidents, attacks, or other incidents.
●Defuse guest/employee disturbances; call for outside assistance if necessary.
●Complete incident reports to document all Security/Loss Prevention related incidents in detail; handle all interruptions and complaints.
●Escort any unwelcome persons from the property without interrupting the orderly
Property operation.
●Complete a Loss Prevention shift summary/daily activity report.
●Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals.
●In addition, perform monthly fire extinguisher inspections and document findings of unsafe equipment.
Crystal City Marriott, Arlington, VA May/2003 – March/2014
Customer Service/Concierge/AYS Operator
●Answered telephone in friendly, professional manner, handled telephone messages accurately, completely, and promptly.
●Displayed a warm friendly, professional greeting to all who enter the Hotel.
●Maintained a log book in a professional and informative manner.
●Trained and handled emergency situations in a calm and efficient manner.
●Handled customer and tenant requests for information and services.
●Responsible for the safety of all customers and minimized the potential for fire and accidents.
●Ensured that the location adheres to the legal, safety, health, fire, and sanitation codes by carrying out the site 19s fire, safety, and disaster plans.
●Marketed the project and coordinated guests, tenants, and visitor’s needs.
●Ensured that customers received the highest quality of service in a caring and compassionate atmosphere and recognized individual’s needs and rights.
●Maintained a file on Community services including transportation sources, accommodations, and referral contacts.
●Exercise judgment while handling guest inquiries, and respond promptly with accurate and thorough information according to the individual needs of guests.
●Appropriately arranged and confirmed recreational, dining, and/or business activities for both inside and outside the property.
EDUCATION
Bachelor of Science, Human Service Management
University of Phoenix, AZ 2012
High School Diploma, General Studies
Maurice J. McDonough High School, Pomfret, MD 1997
TECHNICAL SKILLS
MS Office (Word, PowerPoint, Access, Outlook), PMS (Property Management System, Guestware.
CERTIFICATIONS/TRAINING
First Aid/CPR, Information Security and Protection, Emergency Procedures and Robberies, Risk Management, Occupational Health Service (OHS), Armed Shooter and Attacker Shooter, Armed Robbery, Bomb detection, Job Safety Analysis.
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