Customer Service Security Officer

LORRAINE VOZZELLA

Lynn, MA • (***) *** - **** • ************@*****.***

Customer service and security professional with 20 years of experience forging memorable and engaging customer experiences. Skilled at analyzing data and forecasting trends to preemptively identify customer needs, develop effective relationships, and drive continuous quality and business improvements. AREAS OF EXPERTISE

• Interpersonal Skills

• Issue Resolution

• Record-Keeping

• Regulatory Compliance

• Customer Service

• Brand Development

• Data Analysis & Collection

• Trend Identification

• Employee Development

• Relationship Building

• Performance Goals

• Report Creation

PROFESSIONAL EXPERIENCE

Clair’s Concession Boston, MA. July 2022- present Field Merchandiser Handles store inventory levels, product displays, request for new merchandise, submit inventory reports on the app Clear away unwanted damaged product track, Validates all deliveries from distributor to store Implement & execute the Planogram in line with store Presentation guidelines Ensure merchandise are in line with operational requirement Provide manager with regular updates on productivity, provide feedback and recommendations of areas that need Improvement.

SAG AFTRA Boston, MA.November -2006 to Present Union Actress PT (Contract) Work in Commercial, print and movie productions

Follow direction from Ad and directors

Adhered to policy,proceedures and confidential agreements of fim industry MCH Security and Protected Services Peabody, MA September 2021 – April 2022 Security Officer

(Contract)

Provide security at live events and banking institutions; verify vaccinations and validate identifications Oversee crowd control at events with 20K+ attendees and serve on a rapid response team to manage disruptions Create written incident reports in a policy reporting app to document issues Led foot and driving patrols for residential properties, including an apartment complex with over 300 units Paradise Promotions and Golandi Promos Boston, MA August 2021 – August 2022 Liquor Brand Ambassador Food Promotions Contract)

Market and promote spirits, wines, and beers within liquor stores to drive sales growth on brand products • Record customer feedback and demographic data for sales and marketing usage Serve as a key brand representative to develop brand presence and association Consistently maintain knowledge of market and industry trends to better meet customer needs Boston Senior Home Care Boston, MA October 2020 – May 2021 Consumer Service Advocate Respond to and resolve consumer service inquiries and issues by identifying caller needs and providing assistance Hold ownership of customer requests through to resolution in real time or through comprehensive follow-up Research complex issues across multiple databases and collaborate with care managers to resolve escalated issues Meet all performance goals established in efficiency, call quality, customer satisfaction, first call resolution, and attendance

Top Tier Tasting Boston, MA May 2018 – August 2022 Brand Ambassador (Contract) Educate customers on company products during wine samplings; lead brand development activities Maintain detailed inventory data on products and capture wine tasting data for marketing teams Check customer identifications to ensure regulatory compliance U.S Census Lynn, Ma. August 2020 - November 2020 Enumerator Interview residents and complete census at residents., explain the purpose of visits and census Gather, record & encode information from the survey Follow establish procedures to ensure accuracy and completeness of collected information Ensure confidentiality is maintained for all respondents Encore Boston Harbor Everett, MA March 2019 – October 2020 Security Officer Escorted and observed guest & team members to protect employee and business interests Monitored and patrolled assigned areas to provide a safe workplace environment and identify safety hazards • Responded to emergency situations and communicated critical information via radio to coordinate solutions Ensured regulatory compliance with state and federal gaming regulations by checking IDs Maintained confidentiality of the information and pertinent hotel and gaming data Trained new security officers on policies and standard operating procedures to ensure regulatory compliance Boston Convention and Exhibition Center Boston, MA September 2018 – March 2019 Security Officer Ensured all employees, visitors, & contractors were authorized to enter facilities to create a safe environment • Maintained a deep knowledge of facility emergency procedures and general information to direct visitors Responded to emergencies to provide direct aid in accordance with internal safety policies and procedures Delivered exceptional customer experiences to ensure event success Productions Plus Detroit, MI January 2010 – April 2019 Promotions Coordinator (Contract) Trained, coached, and mentored new employees to meet and exceed company service standards Defined new marketing strategies based on company objectives, market trends, and data assessments • Analyzed marketing program performance to capitalize on advertising and promotion opportunities • Collaborated with advertising and promotion managers to promote products and services Realty Ventures Inc Boston, MA September 2011 – April 2015 Licensed Real Estate Agent Guided clients through corporate relocation services and ensured legal work was completed prior to closing dates Developed marketing material for properties; actively followed-up with prospects and hot leads Developed an engaged client base by meeting individualized client needs and providing exceptional customer service ADDISTIONAL PROFESSIONAL EXPERIENCE

Harvard Vanguard Medical Associates Watertown, MA October 2005 – December 2008 Procurement Buyer

Spearheaded process improvements by designing new inventory, sales reporting, distribution, and product solutions Cambridge Health Alliance Cambridge, MA 1999 – 2004 Buyer (2002 – 2004) Directed inventory and procurement operations for 3 hospitals; tracked supply usage and materials demand Administrative Coordinator (1999 – 2002)

Conducted Medicare audits by tracking billing and treatment plan compliance; reduced revenue loss from 60% to 10% EDUCATION, CERTIFICATIONS, AND AFFILIATIONS

University of Massachusetts Boston, MA

72 Completed Credits

Boston Career Institute Brookline, MA

Certificate Program: Medical Administration (2016) Certifications

CPR Certified

Affiliations

• SAG-AFTRA Union Actress (2005 – Present)

o Work on theater, film, TV, movies, including short skits and films

• Volunteer - Woman and Film

• Volunteer - Comedy fundraisers, South Boston Comedy Workshop

• Volunteer – Red Cross Boston

• Volunteer – St. John’s School Northend Boston Fundraising

Contact this candidate