Africa Speight
Summary
Results-driven Customer Service Specialist with over 10 years of experience in implementing polices and procedures, monitoring processes to reduce property and financial losses. Proficient in team leadership, Collaborative and proactive in working with Management and Leadership. Skilled in conducting store audits to identify problem areas and procedural deficiencies. Experienced in directing the work of contract security officers and other loss prevention agents.
Overview
2025
2025
years of professional experience
Work History
Lead Customer Service Authorization Specialist
Unity Health Care
01.2022 - Current
- - Open & Close Health Care Clinic for clinical service
- -Conduct rounds and secure building before patients enter
- - Implement and monitor processes to reduce property and financial losses
- -Assist Patients with Questions and concerns
- -Answer Calls, Transfer Calls and Properly use building paging system
- -Properly Evacuate building for emergencies
- - Collaborate with Management & leadership
- -Train and Lead team onboarding and learning
- -Identify and correct hazards
- -Establish clear goals and expectations and hold team members accountable to expectations
- -Create agendas for Monthly Trainings
- -Assist with patients with Behavioral Health
- -Communicate through outlook and teams on site updates
- - Investigate known or suspected internal theft, external theft, or vendor fraud
- - Collaborate with law enforcement agencies to report or investigate crimes
- - Conduct audits to identify problem areas or procedural deficiencies
- -- Direct the work of contractors
- - Identify and report merchandise or stock shortages
- -- Inspect buildings, equipment, or access points to determine security risks
- - Maintain documentation or reports on security-related incidents or investigations
Bachelor Of Public Administration Degree
- 01.2025
- - Cultural Awareness
- - Explain cultural aspects of conflict resolution
- - Apply critical thinking skills in real-world problem solving and decision-making scenarios
- - Ensure that the business goals of the business are being met
- - Develop and maintain a system to measure operations against the business goals
- - Ensure that all business processes support the common goal of serving customers
- - Ensure that safety or environmental issues are first addressed in terms of mitigating impacts and potential risks to people, property, and the environment
- - Perform other such duties as may be assigned by the management of the company or senior management
- - Ensure that all personnel are trained and knowledgeable about security issues and procedures to prevent theft, fraud, abuse, assault, or improper handling of company assets
Associate Of Arts Criminal Justice Degree
- 01.2023
- -Analyze data, statistics and GPS data to identify patterns in criminal activity
- -Conduct complex research during investigations that include hair, blood, stains and fluids
- -Research trends using computer data and analysis software and probability models in order to create forecast presentations
- -Develop criminal profiles based on pattern detection and develop processes to decrease officer call times
- -Testify as expert witness on crime data, scientific research and investigative conclusions
- -Develop mapping systems based on crime data with trend graphs that can be utilized by police for ongoing investigations
- -Present critical crime data patterns to teams of investigators utilizing graphs, tables and models
- -Collaborate with investigation teams and information technology staff to design and deploy the crime analysis information system
Security Officer
National Grange
01.2019 - 01.2022
- - Safeguarded premises and enforced Covid19 safety regulations
- - Checked identification and managed access control
- - Responded to emergencies and handled customer needs professionally
- - Collaborated with team members and reported progress to management
- - Maintained a secure and organized schedule of the building mail
- - Assisted in training and mentoring new security employees
Loss Prevention Customer Care
Burlington
01.2015 - 01.2019
- - Effectively responded to customer needs and resolved complaints
- - Monitored compliance with standard operating procedures for loss prevention, physical security, or risk management
- - Performed covert surveillance of areas susceptible to loss, such as loading docks, distribution centers, or warehouses
- - Prepared written reports on investigations
Education
Bachelor of Science - Public Administration
University of Phoenix
01.2025
DCPA Active Shooter -
01.2024
DCPA Situational Awareness -
01.2024
Emergency Management Planning -
01.2024
Associate of Arts - Criminal Justice
University of Phoenix
09.2023
CPI Institute Certification - Nonviolent Crisis Prevention & Intervention Training (CPI)
07.2023
AED Heart Saver CPR Cognitive and Skills Evaluations Certified -
01.2023
Project Management -
01.2021
Skills
- -Emergency Need To Know Training
- - Loss Prevention Strategies
- - Procedure Enforcer
- - Internal Theft Investigations
- - External Theft Investigations
- - Fraud Detection and Prevention
- - Store Audits
- - Team Leadership
- - Collaboration with Leadership & Management
- - Conflict Resolution
- - Fast and efficient service worker
- - Able to research and analyze information
- - Able to work collaboratively with a team
- - Coherent knowledge of computer programs
- - Teaching/Training
- - Exceptional communication skills
- - Ability to lead a team
- - Strong interpersonal skills
Timeline
Lead Customer Service Authorization Specialist
Unity Health Care
01.2022 - Current
Security Officer
National Grange
01.2019 - 01.2022
Loss Prevention Customer Care
Burlington
01.2015 - 01.2019
Bachelor Of Public Administration Degree
- 01.2025
Associate Of Arts Criminal Justice Degree
- 01.2023
Bachelor of Science - Public Administration
University of Phoenix
DCPA Active Shooter -
DCPA Situational Awareness -
Emergency Management Planning -
Associate of Arts - Criminal Justice
University of Phoenix