Customer Service Quality Control
Resume:
Danny L. Speaks, Jr.
*****.******@*******.*** • 951-***-**** Lake Elsinore, CA
Dear sir/madam,
RE: Application for a qualifying open position
Please find attached my resume in support of my application for a position within your company. I believe I can excel in just about any position available because I take all challenges head-on and I learn quickly when put on the spot. I can both excel in and perform to a very high standard. Knowing my thought process comes from a logical and common-sense approach, I operate in an organizational and detailed mindset. I thrive in fast past environments and below is a listed proven strong track record of my achievements in that environment while upholding company values.
In addition to being an exceptional communicator and collaborator, I am the type of person who understands how important my performance in this role will be to the success of your organization. Having already worked within numerous industries, I have the knowledge and experience needed to contribute to the team in the fastest time possible.
A brief overview of the skills, qualities, and attributes I possess are as follows:
-An ability to work as part of a team to achieve the company goals and projects
-High levels of customer service and care
-Taking responsibility for my ongoing professional development
-An honest, reliable, and disciplined approach to my work
-The ability to follow and enforce rules and procedures
-A fast learner who requires little to no supervisor
-A willingness to take on all tasks, regardless of their complexity
-Proficient in all types of Microsoft applications, Google Docs/Workspace
-A positive and enthusiastic attitude to my work, no problem is unsolvable
If I am successful, I will constantly seek to add value to my work to help your company maintain its position as a leader in the industry and to ensure you see a positive return from your investment. I am available for an interview at short notice and can be contacted via any of the personal details below.
I appreciate your consideration of my skills and application.
If you agree to my qualifications and they meet your needs, I will welcome the opportunity to move forward in the hiring process.
Thank you for your time.
Sincerely,
Danny L. Speaks Jr
*****.******@*******.***
Danny L. Speaks Jr *****.******@*******.*** – 951-***-****
Highly skilled, confident, and award-winning with 25+ years of outstanding service providing leadership in security, risk analysis, and law enforcement within private, municipal government, and military settings. Ensured incident-free and safe environment for up to 65,000 personnel held accountability for $6.2B in assets by developing and delivering offensive and defensive strategies. Provided armed security, as well as detailed investigative strategies that resulted in 100% conviction / deterrent rate. Managed, directed, and supervised staff, as well as effectively trained for readiness in both daily and emergency environments. Effectively communicated with diverse staff and customers and promoted inclusive workplace.
Areas of Expertise
Resource & People Management
Budget Administration
Project Coordination
Recruitment / Staffing / Training
Weapons Operation
Combat Skills
Life Saving / CPR
Strategic / Tactical Planning
Anti-terrorism / Force Protection
Quality Control / Inspections
Investigations / Evidence Collection
Policy / Procedures Reviews
Selected Career Accomplishments
●Recognized with multiple Best awards in US Air Force Air, Education & Training Command (AETC) for three of four years. Also earned Senior Non-Commissioned Officer (SNCO) of the Year for mentoring six leaders into outstanding performers during Unit Compliance Inspection (UCI).
●Earned sole Outstanding rating for AETC in history of Security Forces Quality Control section.
●Led and directed two Air Force Security Forces combat units in Iraq while maintaining zero losses, injuries, or casualties over two deployments lasting two years each.
●Awarded as Air Expeditionary Wing Non-commissioned Officer (NCO) of the Year, Security Forces Group NCO of the Year, and Security Forces Expeditionary Unit NCO of the Year.
Career Experience
Relocated to Menifee, CA to assist elderly uncle 5/2022 - Present
Currently unemployed *full-time master’s degree student*
AML Right Source, Phoenix, AZ 4/2021 – 5/2022
(Remote)
Associate Analyst I
Primary responsibilities include monitoring customers transactions which research deemed to be “high risk” by federal statutes and financial institution clients as required by respective federal Anti-Money Laundering (AML)/Bank Secrecy Act (BSA) programs.
Adhere to and comply with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), as well as adhering to company policies and procedures to meet client requirements.
Work effectively with multiple complex data sources and technical analytical tools/resources.
oIdentify data anomalies as they relate to AML initiatives, regulations, and best practices.
Work and contribute to a team-oriented and collaborative environment to improve the analytical and reporting processes.
oAssist Compliance Unit members through data management efforts to maintain and implement the most effective means of meeting the company's AML transaction analysis and reporting requirements.
AutoZone, Henderson, NV & Surprise, AZ 10/2020 – 4/2021
Parts Sales Manager, PSM
Responsible for driving the Commercial and DIY “Do It Yourself” sales within my AutoZone location. Achieved growth and hit sales targets each month by successfully maintaining and developing new options to meet sales goals. Conducted research to guarantee the customer was being offered the ‘right part for the right price’.
●Acted as the primary contact for DIY customers for the store.
oActively maintained open lines of communication between the store and customers; generated new accounts through face to face and telephone contact with potential customers.
Managed parts delivery program
oEnsured efficient delivery of products by planning delivery routes and managing drivers.
oEnsured appropriate delivery documentation is generated to maintain in-store inventory and deliveries.
Act as a consultative partner to Commercial and DIY customers by maintaining expert knowledge on parts and current industry trends and standards.
Maintain records and tracked billing for all accounts and ecommerce services.
Self-Employed (COVID) 8/2019 – 10/2020
Amazon, Goodyear, AZ 2/2018 – 8/2019
Security Risk Analyst, Global Security Operations Center
Supported mitigation for security and operational risks to associates, data, and physical assets by delivering crisis management coordination and facilitation, monitoring risk, researching alarm issues, and generating trouble tickets. Managed email and phone communications. Improved and updated customer site information pages and maintained incident documentation, training documentation and templates. Provided quality control during procedural audits. Trained new risk analysts.
●Provided high quality customer service to all stakeholders in global security analysis environment.
●Supported, enforced, and offered guidance relating to personal and physical security by ensuring data integrity, as well as supporting and providing upper echelon leadership with real time information and data.
Washington County Attorney’s Office, St. George, UT 9/2017 – 1/2018
Case Manager
Mentored assigned clients diverted by the justice court. Tasked to develop action plans for clients with low to medium-level drug offences for rehabilitation as an alternative to incarceration. Compiled physician profile data for each client, including loss, document retrieval for employment, resource utilization, days in treatment, costs, case mix index, patient needs, and quality indicators. Made recommendations and referrals to sitting judges and district attorney’s office regarding treatment programs for substance abusers.
Contributed to the reduction of the states average cost of incarceration of $14,000 per inmate a month to an average of $8,000 (lower if the patient has access to private insurance).
●Key member of clinical resource team.
oApplied clinical case management tools, leading development, evaluation and revision.
oBuilt positive relationships with community providers for social services.
●Managed individuals under extreme stress, trauma, substance abuse, mental health issues affecting the patient’s cognitive ability.
Discover Financial Services, Phoenix, AZ 10/2016 – 6/2017
(Remote)
Data Mining Specialist
Mined computational process to identify patterns in large data sets in alignment with AI machine learning, statistics, and database systems information applied to increase revenues, cut costs, improve customer relationships, and reduce risks. Completed special projects in collaboration with Manager of Forensic Audit and Data Analytics. Prepared weekly and monthly management reports providing management with current trends and statistics regarding possible manipulation tactics, upticks and declining statistics.
●Optimized methods developed to interpret details to support management with critical decision-making information.
●Organized in-house forum for discussion regarding the challenges of addressing, overcoming, and assessment of Key Risk Indicators for managers.
●Verified data analytics accuracy and integrity by conducting comprehensive weekly QA testing.
Keypoint Government Solutions, Phoenix, AZ 3/2016 – 10/2016
Contracted Federal Background Investigator
Investigated the backgrounds of current and prospective employee candidates to determine eligibility for classified/secret/top secret positions with the U.S. government and contracted agencies who provide services for government agencies.
Conducted in person interviews with prospect, related acquaintances, and family to determine employment suitability requiring access to sensitive / classified government information.
Focused on casework for National Background Investigations Bureau (NBIB).
Assigned complex cases involving highly sensitive and confidential information.
Submitted detailed reports with 100% critical accuracy within demanding deadlines.
City of Glendale, Glendale, AZ 4/2012 – 3/2015
Police Officer / Squad Supervisor
Patrolled assigned area on foot or by automobile, motorcycle, or bicycle to ensure safety and prevention of crimes for city with population of 250,000. Responded to calls of robberies, assaults, homicides, and narcotics crimes, as well as civil issues and traffic accidents. Provided suicide prevention interventions and transported mentally ill patients to hospitals. Produced reports and documented information, wrote and served search warrants, served court orders, and appeared in courts to deliver testimony. Safely operated firearms and trained squad in firearm use, defensive driving, and defensive tactics. Managed canine unit.
●Recognized with commendation for demonstrating life saving skills and undeniable dedication to the community and department.
US Air Force, Global Locations 12/1991 – 8/2012 Master Sargent (E-7), Security Forces
Advanced throughout career to serve in management-level role as Superintendent, Quality Control/Standards and Evaluations. Audited units’ operational equipment and materials. Provided specialized criminal investigations for property and person crimes. Gathered evidence, preserved crime scenes, provided tactical training, and managed canine unit. Directed first responders as Incident Commander in Crisis Management/Incident Command and Control (IC) Emergency Incidents, ensuring appropriate armed response and containment. Ensured safety cordon for medical and fire department response.
●Earned multiple awards and recognition, including the only Outstanding rating in AETC Quality Section to date, and three Best in AETC awards. Received Excellent rating for training six supervisory staff inspectors.
●Ensured safety for 65,000 personnel and $6.2B in assets involving F-35 pilot training program.
●Managed Quality Assurance / Control section accountable for implementation, evaluation, and oversight of federal and state certification requirements for law enforcement and resource security.
●Led two USAF Security Forces combat units during two Iraq deployments with zero losses, injuries, or casualties.
Education
Bachelor of Science in Justice Administration
Wayland Baptist University
-Graduated with Honors
Associate of Specialization Studies in Societal Behavior
Wayland Baptist University
Associate of Applied Science in Criminal Justice
Community College of the Air Force
*Currently enrolled through National University working towards a master’s in cybersecurity*
Professional Training & Development
Computer/Network Security (COMPUSEC), Operations Security (OPSEC), Information Security (INFOSEC), Microsoft Administrator Certification (Excel, Word, PowerPoint, multiple versions of Office), Google Workspace (formally G Suite).
Planned and conducts training and exercises; acts as liaison to other departments and outside agencies; assists in coordination of major disaster response and recovery operations; coordinates a variety of hazard mitigation projects; and performs other related duties, as required. The Manager, Disaster Services also supervises and oversees other team members involved in disaster services, as necessary.
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