ADRIANA LEIJA
Cleveland,TX
Summary
Customer Service Lead with extensive experience in permit office operations and builder coordination. Proven skills in call handling, escalation management, and team support, enhancing customer satisfaction through effective issue resolution. Additionally, experienced Unarmed Security Guard focused on maintaining safety and security, leveraging keen observation skills and a solid understanding of security protocols to improve property safety and resolve conflicts.
Overview
9
9
years of professional experience
Work History
Security
Astros LLC
Houston, texas
03.2026 - Current
- Conducted visual monitoring in the command post during stadium events to ensure crowd security.
- Monitored security cameras to detect potential security risks and unauthorized access to premises.
- Supported security operations at command post during events to maintain safety and order.
- Utilized loss prevention technologies to enhance security measures.
Community Health Specialist
Department of State Health Services
09.2025 - Current
- Linked individuals to vital community resources to address health needs.
- Educated clients on preventive care, screenings, and healthy living practices.
- Assisted school health advisory efforts and child fatality review team training for preparedness.
- Participated in training to strengthen emergency preparedness knowledge and response capabilities.
- Coordinated local office tasks to enhance workflow and service delivery.
- Certified Passenger Safety Technician
Customer Service Representative Lead
City Of Cleveland
Cleveland, TX
05.2022 - 09.2025
- Improved customer satisfaction by handling inquiries quickly and resolving issues promptly.
- Managed escalated customer inquiries and complaints, ensuring high levels of customer satisfaction.
- Mentored junior staff on customer service best practices, enhancing team support capabilities.
- Supported development of training programs that improved team performance and service quality.
- Achieved performance goals, contributing to team recognition and improved results.
- Assisted permit technician with city permit processing and related administrative tasks.
Operator
Operator Extension 19
Kingwood, TX
03.2021 - 04.2022
- Managed a high volume of inbound calls while accurately documenting interactions in the company database.
- Directed incoming calls to appropriate personnel and departments, improving response time and service quality.
- Transcribed and relayed written and verbal messages to ensure clear communication among personnel.
- Trained newly hired workers and team members to enhance onboarding effectiveness.
Team Leader
Jack in the Box
Splendora, TX
07.2017 - 03.2021
- Established performance expectations for the team, monitored progress towards goals, and provided constructive feedback to enhance team accountability.
- Resolved conflicts among team members, fostering a positive and collaborative work environment that encouraged open communication.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Cultivated an inclusive and diverse team culture, promoting respect and understanding to enhance team cohesion.
Education
High School Diploma -
Cleveland High School
Cleveland, TX06-2013
Skills
- Security operations
- Emergency response training
- Crisis management training
- Incident command management
- Threat assessment techniques
- Reporting and analysis
- Escalation management
- Problem-solving abilities
- Critical thinking
- Attention to detail
- Multitasking skills
- Dependability
- Adaptability
- Stress tolerance
- Policy execution
LANGUAGES
Spanish
VOLUNTEER WORK
Starting my journey as an American Red Cross Volunteer for the disaster action team., Proud member of Liberty County Long Term Recovery Team.
Timeline
Security
Astros LLC
03.2026 - Current
Community Health Specialist
Department of State Health Services
09.2025 - Current
Customer Service Representative Lead
City Of Cleveland
05.2022 - 09.2025
Operator
Operator Extension 19
03.2021 - 04.2022
Team Leader
Jack in the Box
07.2017 - 03.2021
High School Diploma -
Cleveland High School