Customer Service & Security Operations Leader

Edward Major

**** ****** **** ****** ** *****

352-***-**** *********@*****.***

Dynamic and meticulous professional with over 17 years of proven excellence in customer service and operational leadership. Demonstrates strong supervisory and managerial capabilities across administrative, office, and economic management functions. Skilled in data analysis and critical decision-making, with a keen sense of accountability and ownership. Recognized for outstanding communication, active listening, and organizational proficiency. A disciplined work ethic—rooted in a military background—drives consistency, focus, and measurable business improvements.

Core Competencies

Microsoft Office Suite KDB-Knowledge Data Base Windows, Excel, Word

SPOC-Single Point of Contact Traffic Desk Connex-Daily Log, Exception Codes Omega-Employee Electronic Data

Professional Experience

USAA- Tampa, FL

Banking Specialist Fraud Department 11/24-Present

Explained financial services, account terms, and guided credential maintenance

Investigated fraud cases and advised victims on proper reporting procedures

Trained new Member Service Representatives, sharing best practices

Assisted cross-departmental teams and maintained high typing accuracy

Provided responsive, patient support for credit card inquiries using digital tools

Sentry Event Services Inc.- Tampa, FL 11/2023-Present

Security Supervisor Command- Tampa Convention Center 4/25- Present

Security Manager- (Part Time) 5/24-6/25 Raymond James Stadium

Security Supervisor- (Part Time) 11/23-5/24

Monitor surveillance and all alarm systems, responding swiftly to security breaches and incidents.

Coordinate with law enforcement, emergency services, and relevant personnel contact during security emergencies.

Educate and train security personnel on protocols and emergency response plans.

Submit database reports of shift patrol operations, incidents, and work orders.

Perform pass downs to new shift.

Serve as customer service to the public, internal and external employees, advising of all updates.

Coordinate deliveries, direct personnel on proper placement of offloading/onloading adhering to all safety standards and protocols.

Proactively advise of any concerns to the operation to upper-level management.

CSX TRANSPORTATION- Tampa, FL

Freight Conductor 11/2022-11/2023

Operated remote control locomotives and utilized hand signals to guide precise train movements

Delivered attentive customer service to meet the expectations of transportation personnel

Maintained strict compliance with FRA regulations and safety procedures to ensure safe operations

Inspected rail equipment and signal systems, resolving issues to support uninterrupted coordination

Managed critical radio and telephone communications for effective rail crew synchronization

Gainesville Health and Fitness- Gainesville, FL

Supervisor (Part Time) 12/2017-11/2022

Created and managed employee schedules to support daily business needs and improve efficiency

Oversaw team performance, member accounts, billing, and sales including corporate partnerships

Delivered staff coaching, evaluations, and progress tracking to foster growth and accountability

Maintained pool safety and functionality as a Certified Pool Operator, handling repairs and pH monitoring

Supervised customer inquiries, transactions, and new account setups to streamline service operations

Gainesville Health and Fitness- Gainesville, FL

Housekeeper (Part Time) 4/2017-12/2017

Ensured compliance with state and federal sanitation codes, maintaining a safe environment.

Certified Pool Operator: maintained pool, checked pH, performed minor repairs.

Reported safety concerns to upper-level management, ensuring a secure facility.

ACPS Department of Transportation- Gainesville, FL

Senior Clerical Associate 3/2016-6/2022

Created live inventory tracking systems in Google Sheets for streamlined supply management

Coordinated field trips, billing arrangement and maintained contact with relevant stakeholders

Identified and addressed payroll discrepancies to enhance accuracy and workflow

Supported investigations into bus incidents and student conflicts for timely resolutions

Managed departmental emails and inquiries, delivering prompt and accurate responses

Alachua County Public Schools- Idyllwild Elementary Gainesville, FL

Head Custodian 6/2014-3/2016

Coordinated tasks and budgets to maintain sanitation and minimize disruptions

Applied OSHA-approved chemicals to support a safe environment for staff and students

Oversaw HVAC and boiler systems, including mosquito control operations

Ensured fire code compliance and managed contractor inspections for building safety

Supervised custodial staff, managed scheduling, and ensured adequate supply levels

Alachua County Public Schools- Kanapaha Middle School Gainesville, FL

Custodian 5/2014- 6/2014

Performed routine maintenance in rooms and corridors, promoting safety and operational integrity

Maintained cleanliness by removing waste and sanitizing offices and classrooms to ensure a healthy environment

Manhattan Skyline- New York, NY

Porter 9/2011-2/2012

Welcomed and assisted guests to elevate their experience and provide personalized support

Logged package details in resident terminals, ensuring accurate and seamless recordkeeping

Provided attentive service to physically challenged guests, supporting comfort and accessibility

Maintained clean, safe lobby spaces to uphold a welcoming and professional environment

Transferred luggage and packages with efficiency to ensure prompt delivery and guest satisfaction

Cablevision- New York, NY

Call Center Supervisor 12/2005-3/2011

Led and coached customer service teams, improving service quality and operational performance

Delivered policy training and conducted appraisals to support continuous staff development

Negotiated compensation to address customer damages and minimize legal exposure

Represented company interests in legal proceedings with professionalism and strategic focus

Resolved corporate complaints with professionalism, ensuring customer satisfaction and policy compliance

United States Navy 12/1986-5/1994

USS Saipan LHA-2 (2 years active) Forts Wadsworth Staten Island/Pennsylvania Navy Base (6 years Reserves)

Conducted preflight inspections and removed foreign objects from flight decks

Maintained emergency readiness and managed air supply inventory with accurate documentation

Collaborated with air personnel and supervised barracks maintenance for deployment preparedness

Performed post-repair inspections during reserve duty to clear aircraft for flight

Identified and reported aircraft safety hazards, ensuring timely resolution and compliance

Education

Park West High School- New York, NY Diploma Graduated 6/1986

Some College: College of Staten Island- Business Administration- Staten Island, NY 9/1994-5/1996

Certificates and Licenses

FRA Freight Conductor Remote Locomotive Operator 2023 FRA Electricity Fundamentals 2024

State issue Class D Security license 2024 FRA Electricity Components and Devices 2024

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