Adrian Alvarez
Providence
Summary
Proven leader in high-stakes environments, adept at security screening expertise and team development. At the Transportation Security Administration, enhanced operational efficiency and incident resolution, while fostering integrity and coaching skills. Mastered policy enforcement and behavioral observations, contributing to a safer, more secure customer experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Transportation Security Officer
Transportation Security Administration
05.2019 - Current
- Collaborated with investigations of incidents, and prepared incident reports or other documents that convey required information.
- Coordinated in monitoring the flow of passengers through security checkpoint to facilitate orderly and efficient processing of passengers
- Detected potential threats by utilizing advanced screening technology, such as X-ray machines and metal detectors.
- Trained team members, monitored and reported updates and progress of work. Represented the team in communications with the supervisor or manager for the purpose of obtaining resources.
- Responded to breaches of security and emergency situations.
- Stayed current on evolving security protocols by participating in ongoing training programs and workshops regularly.
Retail Sales Consultant/ In-Home Expert
AT&T
03.2017 - 06.2019
- Look for opportunity to maximize a sale with every customer interaction
- Uncover needs with qualifying question and provide solutions with multiple products and services
- Perform billing and customer inquiries- including conflict resolution, billing disputes and up selling
- Assist customers at home with setting up new account setup and devices assigned by scheduled appointments
Retail Sales Associate
T-Mobile/Metro PCS
06.2015 - 03.2017
- Maintain the knowledge of current promotions and policies regarding payment
- Assist customers with service activations, changes and bill payments, responding to billing inquire equipment replacement; selling accessories and processing price plan changes and upgrades
- Build customers confidence by making their experience comfortable, simple and solving their issues
- Engage in service selling and right fitting the customer with the appropriate total technology solution
Customer Service Specialist I
Bank of America
09.2014 - 06.2015
- Assist customer with routine account related transactions
- Investigate and resolve issues and request that include gathering additional information while setting expectations
- Retain knowledge on multiple products to not only service customers but create leads for new accounts
- Maintain individual and team goals
Lead Retail Consultant
Sprint
09.2008 - 06.2014
- Responsible for aiding in the completion of device and account audits – including inventory, monetary tally and employee scheduling
- Perform new account setup and device initialization
- Responsible for aiding in group training programs and completing individual training regiments
- Responsible for accurate data entry, Stock room organization and proper adherence to regulations
Education
High School Diploma - General Studies
Central High School/ADEP
Providence, RI06-2004
Skills
- Security incident resolution
- Team Development
- Security Screening Expertise
- Behavioral observations
- Operations Management
- Policy Enforcement
- Procedure Implementation
- Workload management
- Coaching
- Performance recognition
- Integrity and Honesty
- De-Escalation Techniques
Certification
- [Advanced Threat Local Allocation Strategy] Training - [4 years ]
- [Passenger Support Specialist] Training - [ 2 years ]
- [OJT Mentor] Training - [2 years]
Languages
Spanish
Native or Bilingual
Timeline
Transportation Security Officer
Transportation Security Administration
05.2019 - Current
Retail Sales Consultant/ In-Home Expert
AT&T
03.2017 - 06.2019
Retail Sales Associate
T-Mobile/Metro PCS
06.2015 - 03.2017
Customer Service Specialist I
Bank of America
09.2014 - 06.2015
Lead Retail Consultant
Sprint
09.2008 - 06.2014
High School Diploma - General Studies
Central High School/ADEP