Alexis Glass
Opa-locka,FL
Summary
Proven Security Officer with a track record of enhancing safety and customer service at CLIMAXX. Skilled in CCTV surveillance and incident reporting, adept at quick emergency response and risk assessment. Excelled in maintaining a secure environment, fostering positive visitor relations, and efficiently handling cash transactions at Target. Demonstrates strong attention to detail and the ability to manage high-stress situations professionally. Talented security professional skilled at conducting building patrols, securing entrances and exits and keeping visitors under constant surveillance. Skilled in writing reports, updating records and handling simultaneous tasks in fast-paced settings.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Walgreens
05.2013 - 12.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Security Officer
CLIMAXX
11.2016 - 06.2024
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
- Reported suspicious activities and persons to law enforcement.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Sales Associate
Target
01.2008 - 08.2008
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
Medical Assistant -
ATI College of Health
Miami, FL01.2011
High School Diploma -
Miami International Academy
Miami Fl06.2007
Skills
- Incident Reporting
- Security Guard License
- General security
- CCTV Surveillance
- Detail Oriented
- CCTV Monitoring
Certification
Medical assistant
Cpr
Timeline
Security Officer
CLIMAXX
11.2016 - 06.2024
Customer Service Representative
Walgreens
05.2013 - 12.2013
Sales Associate
Target
01.2008 - 08.2008
Medical Assistant -
ATI College of Health
High School Diploma -
Miami International Academy