Remote Administrative & Public Safety Support

MACKENZIE BROWN

Ocala, FL ***** +1-352-***-**** **********************@*****.***

Professional Summary

Recent graduate in Homeland Security & Public Safety passionate about the prospect of using these skills comprehensively to understand emergency response procedures. Skilled in conflict resolution, and risk assessment. Strong focus on team collaboration with reliable and effective skills in maintaining public order and safety. Valued for critical thinking skills and reliability. Excellent problem-solving and multitasking abilities. Highly dedicated individual exhibiting the highest degree of professionalism. Read and write Spanish. Skills

• Strong work ethic

• Performance tracking

• Multitasking and organization

• Quality assurance controls

• Information security

• Research

• De-escalation techniques

Experience

Special Service Representative 06/2025 to 10/2025

Satelite Auto Glass – Florida

• Provided exceptional customer service through effective communication and problem-solving skills.

• Managed customer inquiries regarding glass repair services and product offerings.

• Coordinated scheduling of appointments to optimize technician availability and customer satisfaction.

• Resolved customer complaints efficiently, enhancing overall client retention rates. Customer Service Representative 04/2025 to 05/2025 Smart Solutions and Logistics LLC – Ocala, FL

• Help customers choose a phone plan best for them answer any questions pertaining to the company and there accounts

• Analyzed customer feedback data to identify trends and inform service improvements.

• Responded to customer requests for products, services, and company information.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Contributed to sales growth by upselling products and services based on individual customer requirements.

• Fostered positive customer service culture within team which led to higher customer satisfaction rates. Choice Counseling Specialist 08/2024 to 04/2025

Automated Health Systems

• Coordinated enrollment processes to enhance onboarding experience.

• Managed documentation and compliance for enrollment procedures, ensuring accuracy and completeness.

• Communicated effectively via telephone, email, and in person with prospective customers.

• Updated, entered, and reviewed customer data.

Server/Waiter 10/2018 to 11/2024

Cracker Barrel Old Country Store – Ocala, FL

• Delivered exceptional customer service to enhance guest satisfaction and retention.

• Managed food and beverage orders efficiently, ensuring accuracy and timely delivery.

• Collaborated with kitchen staff to coordinate meal preparations and special requests.

• Trained new servers on menu items, service standards, and operational procedures.

• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.

• Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions. Customer Service Representative 02/2022 to 08/2023 DialAmerica – Ocala, FL

• Resolved customer inquiries efficiently through phone and email, for credit card accounts.

• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

• Implemented feedback mechanisms to improve customer satisfaction and service quality.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Developed strong product knowledge to provide informed recommendations based on individual customer needs. Travel Agent 01/2020 to 07/2022

ARCHER TRAVEL SERVICE, INC. – Lake Station, IN

• I helped clients with booking there travel needs flights, hotels, car rentals, cruise bookings, Theme park bookings

• Designed customized travel itineraries based on client preferences and budget constraints.

• Coordinated travel logistics, including flights, accommodations, and activities for diverse clientele.

• Negotiated contracts with hotels, cruise lines, theme park, and service providers to secure competitive pricing for clients.

• Optimized revenue streams by upselling ancillary services such as excursions or upgraded accommodations in addition to core bookings.

Kirby Salesman 02/2019 to 06/2020

The Kirby Company – Merrillville, IN

• Set appointments cold called sold vacuums

• Met with customers to discuss and ascertain needs, tailor solutions and close deals.

• Conducted product demonstrations to educate customers on features and benefits of Kirby products

• Stayed current on company offerings and industry trends. Education

Bachelor of Science: Homeland Security Public Safety Public Law 12/2025 Vincennes University - Vincennes, IN

• Professional Certifications: Understanding Terrorism, Homeland Security and Security Awareness, FEMA, Supply Chain Resilience, Emergency Management, Fire & Explosion, Hazardous Materials, Diversity Awareness, Border SEcurity, Cyber Security, National Response Framework, Social Network Analysis, Fundamentals of Building & Construction, 911 Attacks

High school diploma: General 06/2020

Hoosier Academy Insight School of Indiana - Indianapolis, IN Certifications and Licenses

• Self Study Courses

• Present

• 0.0 Hazardous Materials Regulations

• 1.0 Hazardous Materials Table

• 2.0 Shipping Papers

• IS-00042 social media in emergency management

• Completed a 3 hour tested training program the scientific method For fire and explosion investigation

• Completed three hour tested training program fundamentals of residential building construction

• Insider threat awareness

• Thwarting the enemy

• Is-906: basic workplace security awareness

• Public private partnership

• Systems thinking

• Comparative international homeland security.

• Is-63.B: geospatial information infrastructure GII

• Is-20.24: diversity awareness course

• Is-100.C: introduction to incident command system ICS-100

• IS-317.A: introduction to community emergency response teams certs

• IS-700.B: an introduction to the national incident management system

• IS-800.D: national response, framework an introduction

• Understanding terrorism a social science view on terrorism

• The 911 attacks a retrospective and federal response

• The use of intelligence in the battle against terrorism in the USA

• Social network analysis an introduction

• Border security and management

• Cognition and information

• Cyber security a primer

• Globalization

• Supply chain resilience

• History of homeland security.

• Threats from nation states

• Realizing resilience

• Evolution travel academy travel 101 course certification

• May 2021 to Present

• Obtained certificate during my travel agent days

• Level 2 security awareness

• April 2023 to April 2024

• Criminal justice information services security awareness training level 2 security Awareness Certification ( I obtained this for an internship at the sheriff county police department ) Languages

English

Full Professional

Spanish

Limited Working

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