Customer Service & Security Shift Supervisor
Resume:
Haley Henson
936-***-**** • *****.**********@*****.*** • Nacogdoches, TX
Summary
Professional Customer Service Representative with over 12 years of experience in high-stakes environments, specializing in conflict resolution and process optimization. Expert in Call Center Operations and Order Management, with a proven trackable history of enhancing Customer Satisfaction through meticulous Data Entry and documentation using tools like SAP and Outlook. Dedicated to streamlining supply chain activities and enterprise mobility through proactive problem-solving and managed services expertise. Work Experience
SECURITY SHIFT SUPERVISOR February 2026 – Present
ALLIED UNIVERSAL SECURITY SERVICES, NACOGDOCHES, TX Supervise security personnel and manage enterprise mobility protocols to ensure 100% adherence to safety procedures and managed services standards.
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Perform regular safety inspections and document vulnerabilities to recommend actionable improvements for site- wide risk mitigation.
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• Develop complex shift schedules via Outlook to optimize staff coverage and enhance operational efficiency by 15%. Evaluate incident reports for Data Entry accuracy and provide feedback for process enhancements that improve information visibility for stakeholders.
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Manage access control systems and respond to unauthorized entry attempts while maintaining strict order management for sensitive facility areas.
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ASSISTANT MANAGER October 2024 – February 2026
FAMILY DOLLAR, LUFKIN, TX
Executed inventory management and supply chain logistics tasks, including stock replenishment and Order Management to enhance product availability.
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Resolved customer inquiries and complaints promptly using established service protocols, maintaining high levels of Customer Satisfaction.
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Performed accurate Data Entry for financial transactions and monitored cash handling to reduce discrepancies by 20%.
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Trained new staff on operational procedures and customer service best practices, focusing on Dutch-level precision in service delivery.
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SECURITY SHIFT SUPERVISOR June 2020 – October 2024 TENET HEALTH, NACOGDOCHES, TX
Monitored surveillance systems and utilized technical tools to detect suspicious activities and prevent security breaches in a high-volume healthcare setting.
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Ensured a high level of Customer Satisfaction by addressing stakeholder concerns with professional communication and prompt service resolution.
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Recommended risk factor evaluations and addressed vulnerabilities through the deployment of integrated managed services.
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Documented detailed incident reports using precise typing skills to provide valuable insights for future prevention strategies.
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CUSTOMER SERVICE REPRESENTATIVE March 2020 – June 2020 ETECH, NACOGDOCHES, TX
Resolved customer inquiries through Call Center Operations across multiple channels, consistently meeting targets for response time and quality.
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Managed complex customer complaints and service inquiries, ensuring end-to-end resolution and documentation in SAP-aligned databases.
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Collaborated with cross-functional teams to streamline supply chain processes and improve field-based service delivery.
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Analyzed customer feedback to identify call trends and recommended process improvements to senior management.
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Responded to high volumes of customer requests for products and services while maintaining high-speed typing and Data Entry accuracy.
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SECURITY SHIFT SUPERVISOR January 2014 – March 2020 ALLIED UNIVERSAL SECURITY SERVICES, LUFKIN, TX
Streamlined communication through Outlook between team members, resulting in enhanced coordination during critical service inquiries.
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Optimized resource allocation and Order Management by analyzing staffing requirements based on historical volume trends.
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Performed regular audits of technical equipment, documenting and resolving hardware malfunctions to maintain enterprise mobility.
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Ensured compliance with organizational policies by conducting facility inspections and maintaining accurate audit trails.
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SECURITY OFFICER September 2012 – January 2014
SECURITAS SECURITY SERVICES USA, LUFKIN, TX
• Monitored premises to ensure safety and resolve security concerns for personnel and property. Developed and maintained incident reports, performing high-volume Data Entry to document findings for management review.
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Evaluated existing security measures and recommended enhancements to improve efficiency in managed services delivery.
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Greeted guests professionally to cultivate a welcoming environment while prioritizing Customer Satisfaction and safety.
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Education
High School Diploma May 2012
LUFKIN HIGH SCHOOL, LUFKIN, TX
Additional Skills
Core Customer Service & Operations: Call Center Operations, Order Management, Data Entry, Typing, Customer Satisfaction, Supply Chain, Managed Services, Enterprise Mobility Software & Technical Tools: SAP, Outlook, Windows Vista, CCTV Monitoring, Surveillance Systems, Access Control
Leadership & Specialized Skills: Team Leadership, Conflict Resolution, Employee Relations, Scheduling management, Physical Security, Asset Protection
Languages: Spanish, French, Dutch
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