Ashley Marie Canales Santiago
Florida,United States
Summary
Dedicated professional with a strong background in administration, security, and program support, backed by a remarkable record of achievement. Adept at leading and organizing teams, resolving conflicts diplomatically, and driving process improvements. Exceptional communicator fluent in both English and Spanish. Proven ability to enhance organizational performance through data-driven insights and strategic decision-making.
Overview
6
6
years of professional experience
Work History
Transportation Security Officer
Department of Homeland Security
05.2022 - Current
- Operates various screening equipment and technology to identify dangerous objects in baggage, cargo and on passengers, and preventing those objects from being transported onto aircraft
- Performs searches and screening, which may include physical interaction with passengers
- Control the terminal entry and exit points
- Interacts with the public, giving directions and responding to inquiries
- Maintains focus and awareness while working in a stressful environment, and to make effective decisions in both crisis and routine situations
- Engages in continuous development of critical thinking skills, necessary to mitigate actual and potential security threats, by identifying, evaluating, and applying appropriate situational options and approaches
- This may include application of risk-based security screening protocols that vary based on program requirements
- Assists with training and mentoring newly selected TSO employees including assigning tasks, monitoring and evaluating performance when necessary
- Retains and implements knowledge of all applicable Standard Operating Procedures (SOPs), demonstrating responsible and dependable behavior, and is open to change and adapts to new information or unexpected obstacles
- Participates in recommending changes in policy and based on observation of work and feedback from officers.
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Developed and maintained positive rapport with passengers and other airport personnel.
- Engaged in casual conversations with individuals to assess and analyze behaviors.
- Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
Customer Service Agent
Allegiant Air
07.2021 - Current
- Assisted guests with travel needs as a member of the passenger service team
- Performed boarding and gate duties, checking flight tickets, assisting and directing passengers, making announcements, checking aircraft, and confirming cabin security
- Evaluated and prepared flights by arranging seat assignments and load, coordinating special meals, and upgrades
- Demonstrated strict adherence to uniform compliance, maintaining professionalism, and exhibiting a positive attitude inside and outside of work
- Ensured compliance with FAA, Allegiant Air and airport regulations
- Enforce safety/security measures and monitor sensitive safety zones
- Assisted customers with special needs including those who need assistance with boarding
- Complete required reports utilizing Tableau
- Handled delayed baggage issues, ensuring a written report is completed and follows up with customers until the bag is located, or the file is sent to Systems Baggage Services
- Informed customers of Allegiant Air policies and procedures including lost, damaged, or replacement baggage and pilferage claims
- Provided consequential expenses to applicable customers when there is a delayed bag
- Assisted with lost and found articles
- Supported ad hoc and specials assignments as requested by the Lead or Supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Human Resources Background Screening Verification Specialist
SJV Data Solutions (Remote Work)
02.2021 - 09.2021
- Data Entry Position
- Human Resources Background Investigator, responsible for contacting employers, schools, references, and rental agencies to confirm variety of information that involves the applicant's employment, job title, compensation, education, and graduation status required for employment opportunities
- Enter information to customized program and reports
- Navigated and researched using various websites, software, and databases for new or updated information for the background screening
- Compiled information in a clear, concise report that helps determine employment suitability via a standardized reporting format in accordance with investigative standards
- Met quality, timeliness, and production metrics for all work assigned in a rapid, time-sensitive setting.
- Verified client information by analyzing existing evidence on file.
- Determined appropriateness of payers to protect organization and minimize risk.
- Complied with HIPAA guidelines and regulations for confidential patient data.
Team Lead Customer Service Associate
Bath and Body Works
09.2020 - 06.2021
- Led and assisted in driving the customer service team to reach sales quotas by utilizing sales skills and creating excellent experiences for all customers
- Coached other team members to help develop their talents and strengthen the company's overall skills
- Led and facilitated team meetings to issue daily and weekly objectives, communicating with team members to understand daily priorities
- Supported store operations by executing daily workload and processes, identifying priorities, deadlines, and expectations to carry out tasks
- Provided customer service by acknowledging the customer, identifying customer needs, assisting with purchasing decisions, locating merchandise, resolving customer issues and concerns
- Demonstrated best practices when interacting with customers and employees by following standards and procedures
- Promoted products and services, operating equipment, such as cash registers and related tools, to process customer purchases using appropriate procedures for different payment types
- Received, stocked, and organized merchandise and supplies by managing inventory flow
- Completed work assignments and priorities by using policies, data, and resources, collaborating with managers, co-workers, customers, and other business partners
- Communicated progress and information, determining and recommending ways to address improvement opportunities and adapting to and learning from change, difficulties, and feedback
- Implemented policies, procedures, and guidelines which institute processes for work to run as effectively and efficiently as possible
- Assisted lower graded or new employees with responding to customer service inquiries received by telephone, email, or in person.
- Worked different stations to provide optimal coverage and meet production goals.
SSI Advocate/Benefits Administrator
Change Healthcare
12.2018 - 05.2019
- Provided high quality, client focused service by using extensive knowledge of medical disease process and extensive knowledge of state and federal program requirements to assist Medicaid beneficiaries in the application process for Federal program benefits such as Supplemental Security Income (SSI) or Medicare
- Worked directly with individuals over the phone
- Answer incoming calls and place outbound calls
- Interviewed Medicaid beneficiaries by telephone to determine eligibility for Federal disability benefits
- Made a determination of potential eligibility based upon the medical definition of disability as it relates to body systems, functions of daily living and medical record information
- Completed applications for Federal programs, reviewing medical records and taking all necessary action to expedite benefit approval
- Maintained detailed documentation of client contacts and application status in Change Healthcare computer systems and web-based applications
- Adhered to company and legal standards regarding Protected Health Information (PHI) and Personal Identifiable Information (PII)
- Met and exceeded production and quality goals.
Customer Service Representative
United Acceptance, Inc.
03.2018 - 11.2018
- Provided subject matter expertise related to payment posting application completed in response to requests from internal departments and customers
- Managed and supported the auto retail installment sales contract verification and notification process for an assigned portfolio of aging and delinquent accounts
- Provided appropriate cross functional assistance with all daily transactional work to meet department Service Level Expectations
- Appropriately researched and documented account details clearly and efficiently in various required system applications including, Google, SharePoint, and other databases
- Understood and became a subject matter expert of all data systems to research transactional items accurately and urgently as requested
- Managed the negotiation of payment arrangements to bring accounts current
- Processed and posted customer payments
- Maintained working knowledge of prescribed criteria including service level expectations, compliance requirements, and system constraints necessary to accurately post various transaction types to system application
- Followed daily balancing procedures to ensure all transactions processed are accurate and balance to end of day reporting
- Displayed a strong commitment to providing excellent customer service, including resolving issues timely and influencing the resolution of issues when responsibility falls outside of department
- Successfully maintained Individual Service Level Standards as measured by Monthly Metrics
- Identified inefficiencies within processes that cause issues and strongly advocate for process improvements
- Support additional ad-hoc and special assignment requests as appropriate.
- Handled customer inquiries and suggestions courteously and professionally.
Psychology Assistant Internship
Integrated Services Centers for Minors Victims of Sexual Abuse (CIMVAS)
08.2017 - 12.2017
- Psychology assistant in group and individual therapy
- Interview and Interrogation to minors
- Performed data entry and file management
- Assisted with the recruitment of minors to the program
- Collaborated effectively in discussion of cases with professionals of the program and government social workers
- Analyzed records under investigation
- Participant listener colposcopy process.
- Updated records and prepared reports to outline program actions, results and recommended improvements.
- Identified psychological, emotional or behavioral issues and diagnosed disorders using information obtained from evaluation techniques.
Education
Bachelor of Arts - Criminal Justice in Forensic Psychology
University of Puerto Rico - Carolina
Carolina, PR12.2017
Skills
- Behavioral Observations
- Customer Service
- Threat Management
- Behavioral Analysis
- Task Prioritization
- Operations Management
- Psychological Assessment
- Fluent in English and Spanish
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Transportation Security Officer
Department of Homeland Security
05.2022 - Current
Customer Service Agent
Allegiant Air
07.2021 - Current
Human Resources Background Screening Verification Specialist
SJV Data Solutions (Remote Work)
02.2021 - 09.2021
Team Lead Customer Service Associate
Bath and Body Works
09.2020 - 06.2021
SSI Advocate/Benefits Administrator
Change Healthcare
12.2018 - 05.2019
Customer Service Representative
United Acceptance, Inc.
03.2018 - 11.2018
Psychology Assistant Internship
Integrated Services Centers for Minors Victims of Sexual Abuse (CIMVAS)
08.2017 - 12.2017
Bachelor of Arts - Criminal Justice in Forensic Psychology
University of Puerto Rico - Carolina
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