Breanna Plascencia
Pomona,CA
Summary
Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Account Manager Amazon
Allied Universal
Bloomington, CA
02.2021 - Current
- Supervise the day-to-day security operations of an assigned client site
- Manage a team of security officers, site and/or shift supervisors, including hiring and selection, scheduling, payroll, training, coaching, development and support
- Provide the client site with high-quality security services to protect people and property
- Build, improve and maintain effective relationships with both client and employees
- Coordinate necessary support services to effectively manage client site to meet or exceed financial and operational goals and provide quality customer service
- Ensure all required reporting and contract compliance requirements are met
- Assure regular communication of issues or program with Client
- Handle any escalated security issues or emergency situations appropriately
- Other management responsibilities, as determined by leadership
- Communicate staffing needs via a requisition form; assist recruiters in identifying, interviewing and hiring quality candidates
- Develop staff in both technical and professional skills through performance management (coaching, counseling, disciplining, MSO training, annual formal performance evaluations, recognition, etc.)
- Assure that employee grievances are heard and resolved (with help from appropriate support employees, as required) and that personnel records are updated and accurate (Change of Status forms, rosters, etc.)
- Assure communication of policies, company announcements and job openings through a consistently updated READ file at each site
- Meet all contractual scheduled hours with a minimum of unbilled overtime
- Coordinate and/or conduct site-specific OJT, client-specific training, and annual refresher training for security personnel, as well as meet Allied Universal’s corporate training standards
- Develop/maintain operational procedures so that a valid, site-specific OPM and post orders are always available for emergency reference by the security staff
- Manage uniforms, equipment, supplies and vehicles utilized at the account(s), maintaining appropriate inventories and maintenance checklists
- Take a proactive role in communicating with the client and meeting his needs; meet with regularly, listen to issues, provide security and technical expertise and solutions
- Ensure complete customer satisfaction
- Licensing requirements are subject to state and/or local laws and regulations and may be required prior to employment
- Utilize WinTeam for scheduling and billing, and to produce reports (such as Scheduling Activity, invoice Aging by tiers, Training Summary and Training Detail reports) that require interpretation and action for effective business management
- Enforce Allied Universal policies as outlined in the handbooks, executive memos and on the portal
- Dispatch officers from one location to another
- Oversee multiple sites and create/manage scheduling approving RDO or PTO requests
- Utilize flex officers dispatching to selected sites meeting criteria.
- Managed multiple accounts simultaneously while meeting deadlines.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Resolved customer complaints in a timely manner.
- Built and maintained productive relationships with customers and internal partners.
- Developed successful customer relationships and quickly resolved service requests to increase sales.
- Kept accurate records pertaining to inventory and account notes, documenting any contract updates and renewals.
- Negotiated contracts with clients to maximize profitability.
- Renewed existing accounts by cementing trusting relationships with customers.
- Analyzed client data and identified opportunities for growth.
Customer Service Representative /Transportation Dispatcher
Lineage Logistics LLC
Fontana, CA
02.2019 - 02.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Received and dispatched calls for emergency services.
- Monitored radio frequencies to ensure proper communication between personnel in the field and dispatch office.
- Updated records of driver locations, delays, and cancellations.
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Assigned drivers to appropriate routes based on customer needs.
- Provided timely updates to customers regarding their orders or requests.
- Maintained logs of all incoming calls and assigned tasks.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
Security Guard (IEHP)
Securitas Inc
Ontario, CA
09.2018 - 01.2020
- Review pass down info and new emails
- Welcome team members, visitors, and vendor’s entrances/exits
- Make sure officers clocking in are aware of any pass down info (on designated clipboard on desk)
- Continuously monitor new incoming emails for updates and emergencies
- Cameras on screen must be monitored as well for any suspicious activity and anyone or group “piggybacking” in that may not have key card
- Other updates include descriptions and photos of people who are not permitted to be on the property for various reasons
- These photos and descriptions must be printed and shared with all other officers immediately and in the pass down clipboard
- Interacted with Members and resolve member complaints in a friendly, service-oriented manner
- Checking in Member walk-ins who are in need of any assistance with their insurance, making sure the members feel welcomed and are comfortable
- Checking in visitors and vendors and assisting them to their designated areas throughout the building
- Patrolling IEHP building making sure everything is safe and secure, making sure that employees have their badges to enter the building and get access
- Kept open communication and passdowns for other guards, keeping all guards updated at all times
- Being sure that IEHP policies and procedures are being followed and understood
- Collaborate with multiple departments coordinating events and meetings that are high profile
- Instructor and Trainer to new hire officers; on dispatch, trained new officers that where new to the site on IEHP policy’s and procedures as well as site orientation and what will be expected while working on post
- Deal with individuals cautiously and professionally
- Follow instructions
- Deal tactfully/diplomatically with clients, NGS management, and co-workers
- Adhere to and enforce policies and procedures
- Take the initiative
- Secure premises and personnel by patrolling property as necessary
- Obtain help by calling law enforcement
- Prevent losses and damages by reporting abnormalities and suspicious activity
- Inform violators of policies/procedures correct policies/procedures, and consequences [law enforcement] should they fail to comply
- Report disturbances, and trespassers to law enforcement
- Complete reports by documenting observations, information, occurrences, and surveillance activities; interviewing witnesses when necessary
- Maintains the organization's stability.
Receptionist
Southern Auto
Fontana, CA
01.2016 - 12.2018
- Developed system to handle customer files ensuring that all data is kept confidential and updated
- Provided information regarding automobiles varied price ranges
- Answered phone calls for customers and vendors, transferred calls to CEO, and assistants throughout the company
- Coordinated meetings, booked interviews, escorted special guests throughout the building
- Open and closed reception
- Sent out emails to the employees regarding upcoming events going on each month, sent out reminders to employees that had items waiting with reception
- Answered all questions regarding the company and the policies we had, discussing prices depending on the vehicle
- Data entry, organization of files
- Interacted with customers and resolve customer complaints in a friendly, service-oriented manner
- Preparing work schedules and monitoring work that is in progress in the shop
- Able to work alongside technicians and dispatch work throughout the shop.
Customer service/Cashier/ Supervisor
Pronto Pizza
01.2017 - 01.2017
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Operated cash registers to process payments for goods and services.
- Collected credit card and cash payments to complete transactions for customer orders.
- Greeted customers and responded to informational requests.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Provided excellent customer service by helping customers locate items they were looking for.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Processed credit card transactions accurately and efficiently.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Balanced cash drawers at the end of each shift.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Maintained cleanliness and presentation of stock room and production floor.
- Complied with all health and safety regulations while performing job duties.
- Informed customers of in-store promotions or pricing specials.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Assisted customers with locating merchandise within the store.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Ensured that all areas of the retail floor were properly stocked throughout each shift.
- Recommended, selected, located, and obtained products to meet customer needs.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
Education
Diploma -
AB Miller High School
Skills
- I am a hard worker with great social skills, also a fast productive learner I am advanced in computer programs such as Word, Excel, PowerPoint, Attentive to customers and job duties Steady paced and bilingual
Awards And Acknowledgements
- Promoted to Part Time Supervisor, Trainer and instructor
- MOAB Certified (Management of Aggressive Behavior)
- Certified in first aid, CPR for adults and pediatric
- Current guard card
References
- Monique Harris, Supervisor, 1-909-663-6753
- Francisco Rodriguez, Manager
- Timm Browne, LPM 1- 714-853-4770
- Marcella Garnica, Client “IEHP, 1-909-767-0445
Timeline
Account Manager Amazon
Allied Universal
02.2021 - Current
Customer Service Representative /Transportation Dispatcher
Lineage Logistics LLC
02.2019 - 02.2021
Security Guard (IEHP)
Securitas Inc
09.2018 - 01.2020
Customer service/Cashier/ Supervisor
Pronto Pizza
01.2017 - 01.2017
Receptionist
Southern Auto
01.2016 - 12.2018
Diploma -
AB Miller High School
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