Customer Service A Business

DeShawn Monique Brown

*************@*****.***

**** *** ****** *********, ** 21225 410-***-****

OBJECTIVE: To seek full time employment with a well-grounded company that will utilize my skills and allow me the opportunity to expand them.

HIGHLIGHTS: Over ten years’ progressive dispatching and customer service experience.

Able to communicate and interact effectively with individuals of all levels.

Able to handle multiple projects concurrently.

Familiar with Microsoft Word, Excel, and PowerPoint.

Proficient at typing 55wpm

Able to communicate and interact effectively with individuals of all levels.

Able to handle multiple projects concurrently.

First Aid/CPR/AED and CMT certified (exp. 2025)

Phone Etiquette

Time Management

Data Entry

Filing

Behavior Management

Reliable

Energetic

Punctual

EXPERIENCE:

Wolf Professional Security Baltimore, Maryland

Armed/Unarmed Security Officer 2019-Present

Patrol the interior and exterior of the different site’s facilities, as well as monitor a closed-circuit television feed to prevent unauthorized access and limit other incidents. I have a firearm permit issued by the MSP, and additional certifications that are valued but limited, such as a baton permit, pepper spray permit, handcuffs, and CPR certification. I collaborate with the other members of our team to limit any potential risks. Any incidents are to be reported and thoroughly investigated and properly documented.

Abacus Security Baltimore, Maryland

(Harbor East Site) Security Training Manager 2022-2023

Training new Command Center personnel on day-to-day operations, equipment, and portfolio processes. Scheduling and dispatching security patrol officers to appropriate locations according to business or immediate needs, Monitors CCTV to ensure safety of officers. Direct and monitor security compliance with all vendors and service providers; organizing work requests; speaking with supervisors, tenants, and guests to resolve problems, requests for security services.

Abacus Security Baltimore, Maryland

(Command Center Operator) Security 2018-2022

I use good judgement to keep premises safe for clients. Create daily logs, resulting in easy access to any incident information to better improve communication between security guards and the management. Followed protocol and contacted police for any law violators or accidents in the assigned area. I constantly performed the necessary patrol routine in search of any disturbance or suspicious behavior. I always show hard work and commitment for safety. Monitored and authorized entrance and departure of employees, visitors, and other persons with excellent customer service skills to guard against theft and maintained security of premises.

Responsible for the management and training of several call center associates handling inbound calls. Implement and enforce company policies, procedures, and practices concerning documentation and assignment of new officers. Facilitated operation process improvements by conducting weekly team building meetings with staff members. Monitor cameras to ensure safety of officers and properties sites, tenants and guests. Effectively managed a high volume of inbound and outbound customer calls. Addressed and resolved customer product complaints, empathetically and professionally. Oversaw site officers to ensure customer satisfaction were consistently met.

Shoppers Baltimore, Maryland

Food Clerk Associate 2017-2018

Primary responsibility is to take excellent care of customers by satisfying each customer’s needs and exceeding their expectations. I was required to have a defined level of product knowledge, food preparation skills, sales ability, and customer relation skills. I was responsible for preparing, processing, packaging and stocking products according to fresh standards. Also responsible for providing customer service, cleaning work areas, unloading stock, and reloading salvage products according to fresh standards. Often retrieved items for customers from various departments of the store as requested. In between being moved to various store compartments, I always straightened up my designated store area with the utmost quickness, to avoid possibly alienated consumers.

Vitel Communications (Contractor for Comcast) Baltimore, Maryland

Dispatcher/Customer Service 2011- 2017

Handle the flow of information, people, and equipment from technician to technician. Determine who and what to send where and when. Organize schedules, be knowledgeable about how long jobs are going to take and keep track of technicians who are working in the field. I orchestrated complex driver routing, dispatch and scheduling for commercial and residential customers. Created and instituted real time dispatch reports to enhance member visibility of performance and assignments, resulting in increased efficiency and transparency. I help established customer

service and safety metrics and checklists to increase quality and consistency of the customer experience. Partnered with vehicle maintenance department to decrease vehicle downtime and improve service request response time.

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EDUCATION:

Strayer University Baltimore, Maryland

Bachelor’s Degree in Business Administration 2015-2017

Strayer University Baltimore, Maryland

Associates Degree in Business Administration 2011-2014

TESST College of Technology Towson, Maryland

Certificate of completion /Medical Billing & Coding 2009

Essex Community College Baltimore, Maryland

Certificate of completion Business Management 2004

Overlea High School Baltimore, Maryland

High School Diploma 2001

REFERENCES:

Joel Schindler 443-***-****

Elgin Barnes 919-***-****

James Hogan 410-***-****

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