Operations Specialist Customer Service

LaQuana Hill

Morrow, Georgia 305-***-**** **********@*****.***

Highly adaptable and results-oriented professional with a proven track record of success in diverse roles including Compliance Management, Remote Operations, Security Supervision, and Hands-on Computer Repair. Possesses strong analytical, problem-solving, and communication skills with a focus on process improvement, risk mitigation, and ensuring operational efficiency. Adept at leading teams, managing complex projects, and exceeding expectations in fast-paced environments. Eager to contribute to a dynamic organization and leverage my unique skillset to drive the IT industry.

Remote Operations Specialist (Contract position)

Kforce/Sephora, Remote

07/2024 – 12/2024

Proactively identify and mitigate risks associated with critical projects, ensuring seamless operations.

Respond promptly to alerts and incidents, documenting details and escalating complex issues as necessary.

Document issues with remote arming server in Salesforce CRM.

Provided contractor support via phone, dealing with issues pertaining to access to site.

Utilize remote access tools and CCTV software to diagnose and resolve technical issues efficiently, reducing resolution time by 20%.

Monitor and track performance metrics (KPIs) related to security and operational efficiency, providing actionable insights to management.

Coordinate after-hours access for employees and contractors, ensuring compliance with security protocols and minimizing downtime.

Maintain and update software documentation to improve troubleshooting efficiency and accuracy.

Leverage advanced knowledge of CCTV software and remote monitoring systems to uphold security standards and enhance operational performance.

Assistant Manager of Compliance

SCIS Air Security

12/2022-5/2023

Utilized CCTV software and other security technology to monitor activity within the Delta flight catering dock and operations floor

Openly communicated with Account Manager and HR staff about attendance issues with Catering associates.

Comprised Training logs for all employees for compliance with standard operating procedures.

Conducted new hire hands-on training ensuring comprehension of Operating procedures

Utilized ADP payroll software to adjust and approve employee attendance weekly attendance

Completed monthly performance reviews focused on adherence to Operating procedures, Attendance, and Uniform Compliance

Lead Officer/Security Supervisor

Portman Holdings, Atlanta, GA

03/2021 – 12/2022

Conducted on-site training for overnight staff, ensuring alignment with operational standards and protocols.

Implemented new technologies to track shift activities, improving team accountability and achieving KPI goals for task completion.

Conducted comprehensive yard audits to inspect trailer conditions and ensure proper placement, reducing damage-related incidents by 15%.

Investigated incidents using CCTV footage and documented findings to support resolution processes and KPI reporting.

Tracked operational metrics related to safety and compliance, providing regular updates to senior management.

Delivered training on security software (HeliAus) to enhance team proficiency and reduce system errors.

Performed safety sweeps and fire extinguisher inspections, contributing to a 100% compliance rate on safety audits.

Communicated detailed incident reports and updates to management using enterprise software systems.

Supervisory Transportation Security Officer

TSA, Fort Lauderdale, FL

08/2009 – 02/2021

Supervised and trained officers to uphold screening procedures, ensuring compliance with TSA standards and achieving high KPI scores in efficiency and accuracy.

Conducted performance reviews and provided actionable feedback, contributing to consistent recognition for exceeding operational goals.

Leveraged TSA screening software and equipment to diagnose and address technical issues, reducing downtime by 25%.

Delivered recurring hands-on training sessions, increasing team proficiency and achieving a 50% improvement in training completion metrics.

Reorganized and streamlined standard operating procedures to improve workflow, resulting in a 30% increase in overall productivity.

Utilized TSA systems to generate and analyze performance reports, driving improvements in adherence to security protocols.

Received the "Above and Beyond" award for exceptional customer service from Broward County Aviation Department.

Addressed attendance and performance issues through monthly feedback sessions, achieving a 20% improvement in attendance KPIs.

Relevant Skills

Technical Expertise: Advanced troubleshooting and technical support; expertise in CCTV software, remote access tools, and systems administration.

Software Proficiency: Windows 10, Microsoft 365, Linux, Spiceworks Ticketing System, HeliAus security software, and CCTV monitoring systems.

Networking & Systems Administration: Domain Name System (DNS), cloud concepts, operating systems installation, and software configuration.

Data Management: KPI tracking, data collection, reporting, and auditing.

Customer Service & Communication: Exceptional client and team communication, user training, and support.

Operational Efficiency: Process optimization, compliance monitoring, and risk mitigation.

Analytical Skills: Root cause analysis, problem-solving, and documentation of complex technical incidents.

Educational Background

Merit America – Virtual

Google IT Support Professional Certificate (03/2024-06/2024)

Comprehensive skills in troubleshooting, networking, operating systems, systems administration, and security.

Comparable to the latest CompTIA A+ certification standards.

Hands-on coursework covering Microsoft 365, Windows 10, Spiceworks Ticketing System, and foundational cloud concepts.

Miami Palmetto Senior High School- Miami, Florida (08/1999-06/2003)

High School Diploma

G.P.A 2.77

Skills:

Electronic repair

Soldering and Desoldering

Schematics

Analysis Skills

Security

Software and Hardware troubleshooting

Remote access tools

CCTV software

Motherboard repair and replacement

Basic Networking concepts

System Optimization and Performance Tuning

Operating System Installation

BIOS/UEFI Installation

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