Ayanna McCoy
Security Officer
Pittsburgh ,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
33
33
years of post-secondary education
Work History
Security Officer
Allied Universal Security Services
Pittsburgh, PA
11.2022 - Current
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Checked and verified photo identification prior to granting facility access.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Reported suspicious activities and persons to law enforcement.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Responded quickly to emergency situations to assess and deflect issues.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
- Investigated suspicious activities and persons to maintain security of premises.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Examined doors, windows and gates to verify security.
Plan Sponsor Liaison
Aetna, Inc.
Pittsburgh, PA
09.2006 - 09.2021
- Acted as a single point of contact for escalated member specific issues.
- Supported installation of new and existing accounts for the site by attending implementation planning and process meetings.
- Developed and implemented as customer service account management plan for 50 plus accounts.
- Coordinated and participated in site visits.
- Proactively resolved issues with account executives, sales representatives, installation managers and claims office when appropriate.
- Managed escalated customer issues.
- Attended/ participated in sales meetings.
- Proactively analyzed constituent data, identified trends and issues.
- Accountable for member/provider satisfaction, retention and growth by efficiently delivering competitive services to member/ providers.
Traditional Customer Service Representative
Aetna Inc
Pittsburgh, PA
08.2002 - 09.2006
- Primary duties were handling member, provider and plan sponsor inquiries via internet, telephone and written correspondence.
- Sat as an Aetna Strategic Desktop Champion assisting customer service representatives with a smooth transition from a legacy system to ASD. Provided assistance with technical issues.
- Additional duties: Escalation queue, assisted in training rooms with phone lab, Contact One calls, emails and assisted Team Lead as needed.
HMO Customer Service Representative
Aetna
Pittsburgh, PA
10.1998 - 09.2002
- Primary duties were answering member inquires via telephone.
- Managed three separate VIP queues.
Education
Liberal Arts And General Studies
University of Pittsburgh
Pittsburgh, PA 06.1990 - 05.2023
Skills
Stationary surveillance
Timeline
Security Officer
Allied Universal Security Services
11.2022 - Current
Plan Sponsor Liaison
Aetna, Inc.
09.2006 - 09.2021
Traditional Customer Service Representative
Aetna Inc
08.2002 - 09.2006
HMO Customer Service Representative
Aetna
10.1998 - 09.2002
Liberal Arts And General Studies
University of Pittsburgh
06.1990 - 05.2023