Customer Service Security Officer
Resume:
Diamanie Robinson Gilliard
**********************@*****.***
Capitol Heights, MD
A self-motivated professional with over five years’ experience in the customer service industry. Excellent organizational and communication skills contribute to high levels of efficiency and productivity. Strong advocate of knowledge sharing and support among team members. Proven record of accomplishment in resolving complex customer issues and implementing workable solutions. A strong sense of urgency ensuring customer satisfaction and improved customer retention level. The ability to assimilate information quickly facilitating in-depth product knowledge and outstanding customer service.
EDUCATION
Bowie State University
Bachelor of Science, Business Administration, Concentration Marketing
December 2020
OVERVIEW OF EXPERTISE
•Takes responsibility for the overall development program including timelines, resources, budget, and tracking
•Together with the project team, develops a project strategy, identifies risks and options to mitigate, leads team activities to achieve project goals in a timely and competitive manner
•Communicates clearly and effectively with team members, and senior management, on project status and progress towards milestones
•Actively delegates, involving team members, external consultants and other disciplinary experts within the company to meet project goals
•Identifies gaps in expertise and resourcing relevant to the project, advising senior management to effectively achieve resolution
•Effectively supports or leads establishing working relationship with key opinion leaders
PROFESSIONAL EXPERIENCE
Lincoln Financial Group, Short Term Disability Claims Examiner Washington, DC April 2022 – Present
Accomplishments:
•Able to investigate and research claims and perform benefit calculations
•Review medical records to determine the extent of disability and to make recommendations concerning the application of pre-existing condition language
•Verified and audit claims before and after processing claims for payment
•Approved members for temporary disability benefits and make recommendations concerning member's eligibility for Total and Permanent Disability
•Conducted service audits
•Established follow-up dates and methods for each on-going claim assigned to them
•Interviewed applicants to gain a detailed description of alleged disabilities
•Worked with healthcare facilities, doctors, and lawyers to gain applicants' medical history
•Reviewed applicant's medical records to determine the severity of impairments to assess clients' ability to obtain gainful employment
•Provided exceptional customer service keeping the applicant informed of any claimant obligations as well as the status of the claim while answering any questions the client might have
•Ensured all confidential applicant information was secure
•Obtained past/present employment information for applicants including salary information, start dates, and termination dates
Allied Universal, Security Officer Washington, DC January 2019 - August 2020
Accomplishments:
•Identify areas for business process improvement, develop procedures for business process improvement, train staff on performance improvement process for all business areas, analyze and interpret results of process improvement programs and report to senior level managers
•Evaluate initiatives for organizational program related areas to identify potential issues and problem areas
•Determine procedure deficiencies and take corrective action to improve processes and practices; Lead efforts in performing management studies to evaluate and measure the progress of office goals and objectives in order of priority
•Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues expeditiously
•Ensured exact delivery and excellent customer service through fast and accurate processing of orders, communication and coordinating with other departments to resolve inquires
•Built and maintained a good business relationship with clients by providing prompt and accurate service to promote customer loyalty and satisfaction
•Demonstrated accuracy and proficiency in the use of Service Experience applications and all technical issues including completing service calls, service requests and contacting the help desk
•Assisted in leading an interactive team of specialists who pushed educational efforts through influence and coaching to ensure the adoption of new behaviors and processes
•Provided hands on experience of handling adverse situations and managing conflicts
•Well versed in ensuring compliance with company protocols as far as customer service provision is concerned
National Gallery of Art/AOP Contract Security, Security Officer Washington, DC June 2019 - November 2019
Accomplishments:
•Responded to unusual or emergency situations at client's site using the appropriate escalation of force level up to and including armed response by following established protocol
•Maintained proficiency in the use of all assigned protective equipment, restraint devices and weapons
•Controlled access to client site or facility through the admittance process; precludes unauthorized access to facilities, and the conversion, theft or intentional destruction of physical assets
•Observed and reports activities and incidents, providing for the security and safety of client property and personnel
•Made periodic tours to check for irregularities and to inspect protection devices and fire control equipment
•Preserves order and acts to enforce regulations and directives for the site pertaining to personnel, visitors, and premises
•Monitored entrances and exits; acts to prevent unapproved or unlawful entry; controls entrances, the movement of people and vehicles, and parking
•Patrolled assigned site on foot or in vehicle; checks for unsafe conditions, hazards, unlocked doors, security violations
•Prepared reports of daily activities and irregularities, such as equipment and property damage, theft, presence of unauthorized persons and unusual occurrences.
•Compile evidence in preparation for court use and appeared in court as the arresting officer
•Reviewed facts of incidents to determine if criminal acts or statute violations were involved
•Patrolled premises to prevent and detect signs of intrusion and ensure security of doors, windows and gates
•Answered alarms and investigate disturbances and incidents
Securitas Security Services, Security Officer Washington, DC January 2018 – January 2019
Accomplishments:
•Enforce the entry and identification system which included operating security screening equipment to detect weapons, contraband, and prohibited items
•Stood guard at stationary posts which included monitoring closed-circuit television, duress alarm systems and other security equipment
•Provide security presence, enforced federal and local law regarding prohibited items and provided protection as circumstances dictated
•Observe areas for suspicious activity, unauthorized persons or occurrences
•Circulate among employees and patrons to preserve order and protect life and property
•Maintain visible presence to deter criminal activity
•Respond to crisis and emergency situations in coordination with fire and police departments
•Operate all armed weapons in a safe manner
•Report daily activity within assigned areas of both suspicious and non-suspicious nature, through well-developed and articulated reports
Securitas Security Services, Receptionist Washington, DC August 2017 – January 2017
Accomplishments:
•Responsible for answering, screening, and forwarding calls to appropriate staff
•Makes phone calls to clients to follow up appointments and provide agency information
•Providing pertinent information about the Agency profile and activities
•Assistance with office memos, inventory lists, type, print or copy documents
•Maintaining confidentiality of incoming candidate’s data and existing employee data
•Maintaining the job site time logs and convert them to employee time sheets upon completion of each pay period
•Completing daily tasks that are to be completed within specific time limits
•Creating and overseeing the office filing system for accessibility, confidentiality, and efficient record keeping
Icon Attractions, The Capital Wheel, Cashier/Operator Washington, DC September 2015 – January 2017 Accomplishments:
•Achieved highest customer satisfaction ratings by prioritizing guest experience as top priority
•Effectively communicated with peers to navigate the duties and responsibilities expected
•Supported the development of peers through guiding, training and coaching both new and existing team members to ensure all staff maintained and developed the appropriate skills and knowledge to excel and deliver exceptional customer service
•Demonstrated consistent operating standards and procedures that positively impacted the establishments overall operations
•Interacted with customers requiring excellent interpersonal and communication skills
•Achieved 100% accuracy rate for cash, credit, and gift card sales
•Identified the educational needs of others and instructed them to meet proper food/safety standards
•Maintained an organized and clean work area
•Multitasked between 5 different areas at any given time
Charming Charlie, Sales Associate National Harbor, MD October 2016 – December 2016
Accomplishments:
•Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues expeditiously
•Ensured exact delivery and excellent customer service through fast and accurate processing of orders, communication and coordinating with other departments to resolve inquires
•Built and maintained a good business relationship with clients by providing prompt and accurate service to promote customer loyalty and satisfaction
•Demonstrated accuracy and proficiency in the use of Service Experience applications and all technical issues including completing service calls, service requests and contacting the help desk
•Assisted in leading an interactive team of specialists who pushed educational efforts through influence and coaching to ensure the adoption of new behaviors and processes
•Provided hands on experience of handling adverse situations and managing conflicts
•Well versed in ensuring compliance with company protocols as far as customer service provision is concerned
Contact this candidate