Customer Service Continuous Improvement
Resume:
Diorlis Juarez Rodriguez
Tampa, FL *****
**********@*****.***
Professional Summary
Driver with 15+ years of experience in customer service and security across various sectors. Proven ability to deliver exceptional service while ensuring safety and compliance, demonstrated through effective incident reporting and emergency response. Bilingual in English and Spanish, skilled in building trust and collaboration with diverse teams. Committed to organizational excellence and continuous improvement in operations.
Authorized to work in the US for any employer
Work Experience
Driver
Maritime Solutions-Tampa, FL
February 2022 to May 2025
Processed and logged accurate and detailed incident reports. Delivered accurate verbal and written reports to company personnel. Customer Commitment, proactively seeks to understand the needs of the customers and provide the highest standards of service.
Dedication to Professionalism and Integrity, demonstrates and promotes fair, honest, professional and ethical behaviors that establish trust throughout the organization and with the public I serve. Organizational Excellence, takes ownership for excellence through one’s personal effectiveness and dedication to the continuous improvement of operations. Success through teamwork, collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals. Pickup crew members from airport to hotel, ship, clinics, responsible, punctual, customer service, bi- lingual, English & Spanish.
Security Officer
Allied Universal Security Services, Systems and So-Tampa, FL October 2018 to January 2022
Customer Service, parking detail and assisting patients with language. Collected and organized all surveillance data and information to protect client possessions and workspaces. Checked all baggage using X-ray machines, metal detectors and Garrett wands. Patrolled commercial property and the associated parking garage. Unlocked rooms and suites for authorized contractors. Directed guests around the building and answered questions regarding accessibility. Provided 24-hour emergency response to 250 residents at a large apartment complex. Monitored security camera system day and night to protect lives and property. Full bilingual. Spanish/English
Bilingual Call Center Representative
Nielsen-Tampa, FL
July 2019 to January 2020
Encourage customers to help on media local surveys of their residential area and receiving or transmitting a large volume of telephone calls, especially for taking orders and providing customer service. Collected and organized all surveillance data and information to protect client possessions and workspaces. Full bilingual Spanish/English
• Communication: Clear and effective communication, both verbal and written, is crucial.
• Active Listening: CSRs need to be able to listen attentively to understand customer needs and concerns.
• Problem-solving: The ability to analyze situations, identify problems, and find solutions is essential.
• Empathy: Understanding and relating to customer emotions and perspectives is important for building rapport.
• Patience: Dealing with frustrated or demanding customers requires patience and a calm demeanor.
• Product/Service Knowledge: A good understanding of the company's offerings is necessary to effectively assist customers.
Corporal/Supervisor, Control Officer
Martinez Security & Co-Tampa, FL
October 2013 to December 2018
Responsibilities periodic tours on foot and patrol to check on any irregularities and monitor all access controls.
Check for unsafe conditions, hazards.
Observe and report incidents or suspicious acts to client representatives accompanying management. Check on employees Id's and unlawful entries to premises of the post. Act to prevent unapproved and unlawful entry; control entrances of people on vehicles and walking on Government buildings, public, and parking.
Patrol assigned. Scheduling/assignment of duties and procedure instructions to personnel, lead and train personnel in company operations and activities.
Access Control Officer
Port Manatee Authority-Palmetto, FL
October 2015 to March 2016
Processed and logged accurate and detailed incident reports. Detected and apprehended any unauthorized personnel. Investigated all security and safety violations.
Verified each individual the right to enter restricted areas and denied access to unauthorized persons. Delivered accurate verbal and written reports to company personnel. Checked all baggage using X-ray machines, metal detectors and Garrett wands. Patrolled commercial property and the associated parking garage. Unlocked rooms and suites for authorized contractors. Directed guests around the building and answered questions regarding accessibility. Provided 24-hour emergency response to 250 residents at a large apartment complex. Monitored security camera system day and night to protect lives and property. Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on the premises. Collected and organized all surveillance data and information to protect client possessions and workspaces.
Responded to calls in both routine and emergency situations. Responded quickly and effectively to all security violations and duress alarms. Security Officer
St James Security-San Juan, PR
October 2008 to August 2013
Observed and reported incidents or suspicious acts to client representatives or company management. Responded to incidents of fire, medical emergencies and hazardous materials. Trained personnel, coordinated and conducted reports, activities of subordinates, organized work scheduling, assigning and instructing personnel in procedures. Lead and trained personnel in company operations and activities. Circulated among visitors, patrons and employees to preserve order and protect property. Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas.
Monitored central alarm system for fire, intrusion, and duress alarms and responded when needed. Education
Hillsborough Community College-Tampa, FL
September 2013 to September 2013
MBTI Business Institute
January 1997 to December 1999
Orange Coast College-Costa Mesa, CA
June 1985 to August 1988
High school or equivalent in General Studies
Colegio La Milagrosa-Rio Piedras, PR
August 1982 to March 1985
Skills
• Typing (10+ years)
• Bilingual (10+ years)
• Bilingual Call Center Representative (6 years)
• Access Control Badges (3 years)
• Driving (10+ years)
• Word (10+ years)
• Organizational skills (10+ years)
• Security (10+ years)
• Trainer (10+ years)
• Excel (7 years)
• Customer service (10+ years)
• Delivery driver experience (10+ years)
• Communication skills (10+ years)
Certifications and Licenses
Non-CDL Class C
Driver's License
TWIC Card
January 2025 to January 2030
Transportation Worker Identification Card
Unarmed Secuirty License
October 2023 to October 2025
Class D
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