Customer Service, Quality Control, Remote
Resume:
KaTrenna Jones
Montgomery, AL *****
***********@*****.***
Professional Summary
Hardworking and detail-oriented site supervisor with 10 years of experience in customer service, security, and quality control. Proven track record in supervising teams, conducting thorough investigations, and implementing corrective actions. Possess a strong background in customer service, with a focus on building trust and loyalty with clients. Proficient in various administrative and technical skills, including Microsoft Office, quality control, and medical terminology. Committed to providing exceptional customer service and ensuring the highest level of security and quality in all aspects of work. Authorized to work in the US for any employer
Work Experience
Field Supervisor
Inner Parish Security Corporation-Montgomery, AL
August 2024 to December 2024
• Developed and maintained strong relationships with clients, addressing any concerns or issues promptly and effectively
• Conducted regular performance evaluations of security officers, providing constructive feedback and identifying areas for improvement
• Managed scheduling and deployment of security personnel to ensure adequate coverage at all times
• Oversaw the implementation of access control systems, CCTV cameras, and other security technologies to enhance site protection measures
• Maintained accurate records of daily activities such as patrols, incident reports, and visitor logs
• Mentored junior officers in conflict resolution techniques to de-escalate potentially volatile situations Site Supervisor
Brosnan Risk Consultants-Montgomery, AL
August 2023 to January 2024
• Monitored CCTV cameras and alarm systems to detect any suspicious activities or breaches in security
• Conducted regular inspections of the premises to identify potential security vulnerabilities and implemented corrective measures
• Supervised a team of XX security officers, ensuring adherence to company policies and procedures
• Developed and delivered comprehensive training programs for new hires, focusing on emergency response procedures and customer service skills
• Collaborated with local law enforcement agencies to establish effective communication channels during emergencies or incidents
• Responded promptly to alarms or distress calls, investigating the situation thoroughly while maintaining calmness under pressure
• Maintained accurate records of all incidents, accidents, or violations that occurred on-site
• Provided guidance and support to security officers regarding job duties, conflict resolution techniques, and professional development opportunities
• Investigated any reported thefts or property damage incidents thoroughly by gathering evidence through interviews or surveillance footage analysis
• Maintained strong relationships with clients through regular communication meetings addressing their concerns proactively
CSR - Customer Service Representative
Duke Energy-Remote
July 2023 to October 2023
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 11% increase in customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of 7 minutes
• Utilized CRM software to document customer interactions and maintain accurate records for future reference
• Provided product knowledge training to new hires as part of the onboarding process to ensure consistent service quality across the team
• Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns Site Supervisor
Security Engineers, Inc-Montgomery, AL
January 2023 to July 2023
• Developed and delivered comprehensive training programs for new hires, focusing on emergency response procedures and customer service skills
• Monitored CCTV cameras and alarm systems to detect any suspicious activities or breaches in security
• Responded promptly to alarms or distress calls, investigating the situation thoroughly while maintaining calmness under pressure
• Maintained accurate records of all incidents, accidents, or violations that occurred on-site
• Performed regular audits of access control systems to ensure proper functioning and authorized access only for approved personnel
• Coordinated with facility management teams to address safety concerns and implement necessary improvements
• Provided guidance and support to security officers regarding job duties, conflict resolution techniques, and professional development opportunities
• Conducted performance evaluations for team members based on established criteria, providing constructive feedback for improvement when needed
• Managed scheduling of shifts for the security team while considering workload distribution and employee availability
• Maintained strong relationships with clients through regular communication meetings addressing their concerns proactively
• Developed and implemented training programs on workplace violence prevention, de-escalation techniques, and conflict resolution
Quality Inspector
MacLean-Fogg/ AQL-Plymouth, MI
July 2022 to October 2022
• Inspect automotive parts for defects such as nicks, dents, gouges, rust or missing assembly.
• Conducted thorough quality inspections on incoming materials, ensuring adherence to specifications and standards
• Collaborated with cross-functional teams to identify root causes of quality issues and implemented corrective actions
• Performed regular audits of production processes to ensure compliance with industry regulations and company policies
• Developed and maintained detailed inspection reports, documenting findings and recommending improvements
• Trained new employees on quality control procedures, ensuring consistent understanding and implementation across the team
• Utilized various testing equipment and tools to perform accurate measurements and evaluations of product quality
• Conducted internal audits to assess compliance with ISO standards, resulting in successful recertification for the company
• Monitored production lines regularly throughout shifts; identified potential issues or deviations from established guidelines
• Conducted final product inspections to verify compliance with customer specifications and quality standards
• Utilized various measurement tools, such as calipers and micrometers, to perform precise dimensional inspections on parts/components
Security Officer
Securitas-Belleville, MI
April 2022 to August 2022
• Patrolled assigned areas to ensure the safety and security of premises, personnel, and visitors
• Monitored surveillance cameras and alarm systems to detect any suspicious activity or potential threats
• Responded promptly to incidents, emergencies, and alarms, taking appropriate action as necessary
• Maintained accurate records of daily activities including incident reports, shift logs, and visitor logs
• Implemented access control measures by verifying identification credentials for individuals entering restricted areas
• Provided excellent customer service by assisting visitors with directions or information about the facility's policies and procedures
• Managed crowd control during special events or high-traffic periods while maintaining a calm environment for all attendees
• Utilized strong observation skills to identify suspicious behavior or individuals who may pose a threat
• Responded quickly during medical emergencies by providing first aid until medical professionals arrived
• Conducted routine patrols both indoors and outdoors at scheduled intervals throughout shifts Pharmacy Technician
CVS Health-Canton, MI
November 2020 to March 2022
• Managed inventory of medications, regularly conducting audits and restocking to maintain optimal levels
• Collaborated with pharmacists to verify prescription information, resolve any discrepancies, and ensure proper dosage instructions were provided to patients
• Maintained a clean and organized work area, including the pharmacy shelves and storage areas
• Assisted in the preparation of compounded medications under the supervision of a pharmacist
• Provided excellent customer service by answering questions about medications, potential side effects, and drug interactions
• Assisted in managing expired medications through proper disposal methods following regulatory guidelines
• Maintained confidentiality of patient information according to HIPAA regulations at all times
• Managed patient profiles and updated information such as allergies, current medications, and contact details accurately in the pharmacy system
• Collaborated with healthcare providers to resolve insurance coverage issues or prior authorization requirements for specific medications
• Participated in staff meetings and training sessions to stay updated on new drugs, regulations, and best practices within the field of pharmacy
• Demonstrated proficiency in using pharmacy software systems for prescription processing, inventory management, and patient profile maintenance
• Accurately filled and dispensed prescriptions daily, ensuring patient safety and adherence to medication guidelines
Janitorial Lead
Amazon-Romulus, MI
August 2020 to October 2020
• Supervised a team of 15 janitors, ensuring efficient and effective cleaning operations
• Developed and implemented cleaning schedules to maintain cleanliness standards in all areas
• Trained new janitorial staff on proper cleaning techniques, safety protocols, and equipment usage
• Managed inventory of cleaning supplies and equipment, optimizing procurement processes to reduce costs by 20%
• Performed regular inspections to ensure compliance with sanitation regulations and company policies
• Collaborated with facility management to address maintenance issues promptly and efficiently
• Responded to customer complaints or requests for additional services in a timely manner
• Maintained accurate records of work performed, including daily logs and incident reports
• Conducted performance evaluations for janitorial staff, providing feedback on areas of improvement and recognizing exceptional performance
Package Handler
FedEx Ground-Livonia, MI
June 2020 to August 2020
• Efficiently packaged and labeled products for shipment, ensuring accuracy and adherence to quality standards
• Operated packaging machinery, such as shrink wrap machines and pallet jacks, to facilitate the packaging process
• Maintained a clean and organized work area to promote safety and efficiency in daily operations
• Collaborated with team members to meet daily production goals, consistently achieving or exceeding targets
• Inspected products for defects or damages before packaging, taking necessary corrective actions when needed
• Followed standard operating procedures (SOPs) for packaging various types of products accurately and efficiently
• Utilized computer systems to generate shipping labels and track inventory levels throughout the packaging process
• Trained new employees on proper packaging techniques, equipment operation, and safety protocols
• Maintained accurate records of packaged items using electronic inventory management systems
• Performed quality checks on finished packages to verify correct labeling, sealing, and appearance Lawn Care Specialist
TruGreen-Wixom, MI
March 2020 to June 2020
• Performed regular lawn maintenance tasks such as mowing, edging, and trimming to ensure a neat and well-maintained appearance
• Applied fertilizers, herbicides, and pesticides to control weeds, pests, and diseases in lawns
• Operated and maintained various lawn care equipment including mowers, trimmers, blowers, and sprayers
• Identified common lawn issues such as brown patches or bare spots and implemented appropriate solutions for repair or reseeding
• Collaborated with clients to understand their specific lawn care needs and preferences
• Provided recommendations on proper watering schedules and techniques for optimal grass health
• Managed a portfolio of residential properties by scheduling regular visits for lawn maintenance services
• Maintained accurate records of work performed including dates of service, materials used, and customer feedback
• Responded promptly to client inquiries or concerns regarding lawn care services provided
• Ensured compliance with local regulations related to the use of chemicals in lawn care operations Quality Inspector
Autoport Limited-Dearborn, MI
October 2019 to December 2019
• Conducted thorough quality inspections on incoming materials, ensuring adherence to specifications and standards
• Collaborated with cross-functional teams to identify root causes of quality issues and implemented corrective actions
• Performed regular audits of production processes to ensure compliance with industry regulations and company policies
• Trained new employees on quality control procedures, ensuring consistent understanding and implementation across the team
• Identified trends in defect data through statistical analysis, leading to targeted process improvements
• Monitored production lines regularly throughout shifts; identified potential issues or deviations from established guidelines
• Maintained accurate records/documentation related to inspections performed; ensured traceability throughout the manufacturing process
• Conducted final product inspections to verify compliance with customer specifications and quality standards
Assistant Office Manager
Gardner-White Furniture-Canton, MI
March 2019 to September 2019
• Assisted office manager in overseeing daily operations and ensuring smooth workflow
• Maintained office supplies inventory, anticipating needs and placing orders to ensure uninterrupted workflow
• Implemented efficient filing systems to improve document organization and retrieval processes
• Assumed responsibility for managing confidential documents, maintaining utmost discretion at all times
• Prepared reports, presentations, and correspondence for management using Microsoft Office Suite
• Collaborated with HR department in the recruitment process by screening resumes and conducting initial interviews
• Supported onboarding process by preparing orientation materials and assisting new hires with paperwork completion
• Provided administrative support to multiple teams within the organization including handling phone calls, emails, and mail distribution
• Acted as a liaison between employees and upper management facilitating effective communication flow
• Mentored junior administrative staff providing guidance on best practices for efficiency Vehicle Service Attendant
Express Employment Professionals-Dearborn, MI
May 2015 to September 2019
• Performed thorough inspections of vehicles to identify and document any existing damage or issues
• Efficiently cleaned and prepared vehicles for rental, ensuring they were in pristine condition
• Managed inventory of cleaning supplies and restocked as needed to maintain a well-stocked work area
• Maintained cleanliness standards by regularly washing car exteriors, vacuuming interiors, and wiping down surfaces
• Followed company policies and procedures regarding safety protocols while handling chemicals used for cleaning purposes
• Communicated effectively with management regarding any maintenance or repair needs identified during vehicle inspections
• Ensured proper functioning of all vehicle accessories such as lights, wipers, mirrors, etc
• Demonstrated strong attention to detail when inspecting vehicles for cleanliness before releasing them to customers
• Maintained accurate records of completed tasks including inspection reports, cleaning logs, and supply inventory levels
• Maintained a professional appearance and demeanor while interacting with customers, representing the company positively at all times
Education
Diploma in Pharmacy Technician
Dorsey College-Southgate, MI
April 2014 to November 2014
GED
H Councill Trenholm State Technical College-Montgomery, AL March 2009 to June 2011
Skills
• Supervising experience
• HIPAA
• Team management
• Ability Summary
• Microsoft Office
• Military operations
• Quality Control
• Pharmacy Technician Experience
• Call center
• Organizational skills
• Microsoft Excel
• Relationship management
• Clerical experience
• Computer literacy
• Administrative experience
• Help Desk
• CCTV
• Medical terminology
• Customer service
• Recruiting
• Order entry
• Live chat
• Communication skills
• Phone etiquette
• Security
• Computer skills
• Training & development
• Documentation review
• Troubleshooting
• Typing
• Front desk
• Customer relationship management
• Landscape Maintenance
Certifications and Licenses
Medical Terminology
Driver's License
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