Brenda Waddell
Oxon Hill,MD
Summary
Proven Dispatcher and Call Center Representative at Allied Universal Security Services, adept in stress tolerance and customer relations. Excellently managed high call volumes, ensuring swift resolution and enhanced security measures. Achieved top-notch customer support through effective communication and problem-solving skills, significantly improving incident documentation and client trust.
Overview
13
13
years of professional experience
Work History
Dispatcher
Allied Universal Security Services
Washington, DC
10.2009 - 11.2018
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Maintained accurate logs of incidents and dispatched officers, ensuring proper documentation for future reference.
- Monitored CCTV cameras and alarm systems for security breaches.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
Call Center Representative
Allied Universal Security Services
Washington, DC
01.2006 - 09.2009
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Education
Bachelor of Science - Political Science
TRINITY UNIVERSITY
Washington, DCAssociate of Science - Criminal Justice
SANFORD BROWN COLLEGE
Vienna, VA06-2009
High School Diploma -
POTOMAC HIGH SCHOOL
Oxon Hill, MD06-2005
Skills
- Data Entry
- Dispatch software
- Stress Tolerance
- Dispatching procedures
- Prioritizing calls
- Customer Relations
- Schedule Management
- Updating logs
- Problem-solving skills
- Customer Support
- Customer Service
- Verbal and written communication
- Call Center Customer Service
Timeline
Dispatcher
Allied Universal Security Services
10.2009 - 11.2018
Call Center Representative
Allied Universal Security Services
01.2006 - 09.2009
Bachelor of Science - Political Science
TRINITY UNIVERSITY
Associate of Science - Criminal Justice
SANFORD BROWN COLLEGE
High School Diploma -
POTOMAC HIGH SCHOOL