Carlos Rivera Aracena
Revere,MA
Summary
To develop my experience in management, throughout the pursuit of my academic goals in the legal field; while simultaneously, implementing my current experience and skillsets in public service, customer service, logistics, military, security, & education industries.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Takeda Pharmaceutical Shift Supervisor
Allied Universal Security Services
Cambridge, MA
08.2023 - Current
- Provided on-the-job training to new staff members & monitored staff performance to ensure quality standards were met.
- Resolved customer complaints in a timely manner by Investigating accidents or incidents occurring during shift hours.
- Developed strategies for improving operational efficiency and customer service levels by collaborating with team members to improve performance and implement training updates.
- Coordinated with other departments to ensure smooth workflow between shifts and collaborated with management to plan special events or promotions on a weekly basis.
- Created work schedules for staff while adhering to labor laws and budget constraints by assessing operational factors and adjusting scheduling to maximize productivity.
- Served as a role model for other employees by demonstrating professional behavior at all times and cultivated a performance-based and collaborative culture by recognizing achievements and excellent teamwork.
- Enforced company policies fairly while maintaining an open door policy for staff concerns and, communicated clearly with employees regarding job duties, expectations, and policies.
- Assisted upper management with daily operations to meet standards of service and quality by resolving customer complaints and reported issues to senior management
- Patrolled work areas to inspect operations, identify concerns and implement corrective actions.
- Supervised and led employees to maintain productivity and customer security service levels, while also mentoring and coaching staff by giving employees suggestions and feedback to improve job performance.
- Delegated tasks to employees and monitored activities and task completion by assigning tasks to team members based on their strengths and skill sets.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Upheld company standards and compliance requirements for operations by complying with company safety procedures, policies and regulations to promote safe working environment.
- Evaluated employee performance, delivering individualized feedback and praise and positioned skilled staff in key areas throughout shift to optimize department productivity.
- Managed daily workflow and scheduled staff for adequate coverage.
Takeda Pharmaceutical Command Center Operator
Allied Universal Security Services
Cambridge, MA
06.2023 - 08.2023
- Management and maintenance—Oversight and administration of security tools, including updates and patches, video camera reviews, submit standard & emergency CCTV & Badge Reader Security Panel service tickets.
- Provided timely and accurate information on incidents or outages to internal customers.
- Surveillance—Monitoring of event logs on networks, systems, devices, and infrastructure for unusual or suspicious activity.
- Threat prevention and detection including intelligence gathering to help deter potential threats and attacks, monitored and responded to system alarms, notifications, and alerts using the command center software
- Incident reporting, Dispatching, and investigation—Dispatching patrols officers for examination to determine the incident or threat’s source and the extent to which it has affected the business, & produce detailed written incident reports.
- Threat or attack response—Coordination of an approach to effectively manage and contain the threat or incident.
- Recovery and remediation—Examination of what assets have been compromised, as well as addressing vulnerabilities and adjusting security monitoring and alerting tools and procedures.
- Compliance and risk management—Respond to emergencies in a procedural manner: Medical Emergencies, Hazmat Response, Elevator Failures & Entrapment Response, Physical & Verbal Altercations, Etc.
EQ Office Site Security Officer II
Gardaworld
Boston, MA
07.2022 - 06.2023
- SUPERVISE A COMMERCIAL SITE'S SECURITY OPERATIONS
- ACCOUNT FOR ALL INCOMING AND OUTGOING PERSONNEL
- ESTABLISH AND MAINTAIN QUALITY INTERPERSONAL RELATIONSHIPS WITH TENANTS, CONTRACTORS, VISITORS, AND MANAGEMENT
- DEVELOP REPORTS FOR INCIDENTS, ACTIVITIES LOGS, & GUEST LISTS ACCORDING TO DEMANDS OF THE SHIFT
- ENFORCE & APPLY POLICY ACCORDING TO FACILITY AND SECURITY REGULATIONS
- CONDUCT REGULAR TOURS AROUND THE FACILITY, TO ENSURE FACILITY'S SECURITY
- INVESTIGATE, REPORT, & ADDRESS ANY ISSUES WITH PERSONNEL, THE FACILITY ITSELF, OR VISITORS
- APPLY PROFESSIONAL, PROMPT, YET STERN CUSTOMER SERVICE AT ALL TIMES
- WORK CLOSELY WITH PROFESSIONAL FIRST RESPONDENTS: LAW ENFORCEMENT & FIRE RESCUE
- OPERATE COMPUTERS & SURVEILLANCE SYSTEMS, INCLUDING COMMUNICATIONS RADIOS
- WORK CLOSELY WITH SECURITY & PROPERTY MANAGEMENT, TO MEET ASSET PROTECTION STANDARDS.
TeleSales Agent
Xfinity Comcast NBC Universal
Miramar, FL
08.2021 - 11.2021
- Work with sales quotas via the generation of sales in an inbound and outbound call center working environment
- Work with several security and authentication platforms
- Product knowledge, Research, & promotion of: routers, Modems, streaming devices & services, entertainment & Media devices & Services, Home Security & Communication devices & services
- Work & perform duties via cloud computing platforms such as VM Ware
- Provide exceptional customer service, with every sale
- Work independently and as a member of a team
- Data entry of sales and customer information
- Utilize a network of remote servers hosted on the internet to store, manage, and process data, rather than a local server or a personal computer.
Economic Self-Sufficiency Specialist I
Department of Children & Families
Miami, FL
08.2019 - 05.2021
- Provide prompt customer service, while applying state and federal policy regulations, to families in need
- Work in a call-center-like environment, and remotely
- Manage social WORK-RELATED caseload
- Work with, and apply POLICY, report fraudulent activity
- Work in a fast-paced, ever-changing environment
- Microsoft office experience: Word, Outlook, Excel, PowerPoint
- Work independently, and as a member of a unit
- Experience conducting interviews and verification of information, following, and applying state and federal public assistance program policy
- Conflict management and de-escalation.
Barista
Starbucks Coffee Company
Miami, FL
06.2018 - 08.2019
- Customer Service; Greet, welcome, direct & actively connect with customers
- Address any inquiries, or customer complaints in a professional, compassionate, and efficient manner
- Food Handling: Prepare drinks & food for walk-in, drive-thru, mobile, & uber eats orders
- Ensure dates on all food products are within safety regulations
- Retail Operations: Conduct daily store operations, including opening operations, ensure store products are stocked, shelved, and displayed
- Process daily orders
- SALESMANSHIP: Address any product inquiries, suggest proper coffee and pastry pairings for the best experience, educate consumers on coffee product aspects, highlights, and origin
- Bar OPERATIONS: Operate Espresso Machinery, make drinks according to recipes, operate drive-thru systems, operate coffee brewing systems, operate food warming systems
- TEAMWORK & Leadership; Train new Partners on their respective roles, undergo team leadership responsibilities, provide leadership in times of ambiguity.
Office Assistant
UCF Regional West Campus
Orlando, FL
12.2016 - 07.2017
- Greet incoming students, direct them to the proper department(s)
- Receive, handle, & file enrollment services documentation (Immunization, residency etc.)
- Organize, update, course program advising packets, flyers, brochures & handouts
- Manage advisor team calendar(s), schedule events, appointments, meetings, & events
- Track student traffic, manage student traffic via data entry and provide weekly running reports
- Track and manage all walk-in & phone call student activity; and services rendered
- Provide customer service, answer general direct-connect inquiries, and appointment scheduling
- Readily assist faculty, staff, and advisors with administrative tasks: conducting quarterly inventories, replacing supplies in classrooms, creating & maintaining confidential student records, making student IDs, payment processing
- Support in special events; assisting with students, taking pictures, providing set-up & breakdown of event & any additional coverage
- Phone, email, & IM: answer and direct all office phone call inquiries & transfer, manage emails and voicemails regularly; return calls accordingly.
Student Welcome Ambassador
Valencia College
Orlando, FL
12.2016 - 07.2017
- Greet and welcome incoming students/potential students to the Advising Office
- Direct traffic and assist with student flow in The Student Services Building (SSB)
- Assist with front desk check-in for advising as well as referring new students to Orientation locations (either in student services or health sciences buildings)
- Disseminate map to the proper location of orientation (if in health sciences building)
- Provide information regarding various Student Services Building offices for student assistance (I.e.
- Answer center, Office for students with disabilities, Atlas lab, Career Center, Business Office, International STUDENTS' Office, Dual Enrollment & Bridges Office, & Advising/Counseling Office)
- PROOFREAD & assist with the creation of flyers/GoBe materials for Counselors & Career Center Advisors
- Meet & Greet in the advising lobby to engage students & Address student(s) concern(s)
- Assist the front desk staff with administrative tasks
- Proficiently trained with academic advisors, & thorough training throughout all other departments in Student Services Building in order to understand their purpose and functions to students
- Create and distribute surveys to students to assess student satisfaction in the Advising Office.
Artillery & Infantry
U.S. Army National Guard
Monroe, NC & Hollywood, FL
10.2012 - 09.2015
- Handle AMMUNITION: storing, transporting, distributing, loading, and unloading of rounds, charges, and fuses to prescribed guns and gun chiefs in a timely manner as well as keep Ammunition accountability
- Operating Gun Systems; Carry out pre-fire precautionary checks, loading, and firing off rounds, establishing basic communications on SINCGARS radios within the gun
- TRANSPORTER: Drive heavy track vehicles such as the gun and ammo truck, perform regular basic PMCs (personal maintenance checks) on heavy vehicles
- Perform as a member of a fire team
- Aid in the mobilization of vehicles, troops, and weaponry
- Assist in reconnaissance missions
- Process prisoners of war and captured documents
- Use, maintain and store combat weapons (e.g., rifles, machine guns, antitank mines, etc.
Education
Associates of Arts - Political Sciences
Miami Dade College
High School Diploma -
Central Cabarrus High School
Skills
- Call Center Experience: Inbound & Outbound
- Remote Work Experience, Self-Motivated, Self-Starter
- Microsoft Office Suit Proficiency: Word, Excel, PowerPoint, Access, Outlook, OneNote
- Exceptional Diverse Interpersonal Communication skills: Rapport establishment, can engage with people of all backgrounds, face-to-face or over the phone
- Retail, Sales, & Tele sales Experience
- Logistics, Warehousing & Warehouse Coordination, Loading, & Unloading experience
- Communication: Strong Written and Verbal Communication skills, Public Speaking Experience; Bilingual in Spanish and English
- Experience with Case Management, Interviewing, Research, & Advising
- Experience with State and Federal Public Assistance Policy, Policy Analysis, Policy enforcement, Data Entry, & Program Eligibility Determination
- Strong Customer Service Soft-Skills: Face-to-Face, Phone, and Interviewing Experience, worked with elderly, families, and clients in need of access Conflict management, and de-escalation experience
- Active Listening
- Report development, Investigation & detailed Activity Logging
- Incident & event reporting
- Visitor Management & Access Control
- First-Aid and CPR
- Security Team Coordination, Coaching and Mentoring, Surveillance Techniques & Ground Patrol
- Premises Surveillance & Emergency Response
- Reliable, Responsible, Teamwork and Collaboration
- Active Listening
- Security Operations & Security Procedures Knowledge
- Time Management, Decision-Making & Critical Thinking
- Database Query Software & Data Entry
- Multitasking
- Physical Stamina
- Adaptability, Goal Setting, Organizational Skills, & Professional Demeanor
- Attentive and Observant, Honest and Dependable
- Team Building & Team Leadership
- Schedule Coordination & Punctuality
Middle Initial
J.
Languages
English
Full Professional
Spanish
Professional
Certification
- Everbridge-Incident Response Certified
Affiliations
- Weight Training, Conditioning, & Nutritious lifestyle.
- Music & Books: Guitarist Playing & Reading
- Writer: Journal & Create
- Public Speaking & Presenting: Church, JROTC & ROTC events, School, Work,
Accomplishments
- Dean's List
- President's List
- Valencia College Scholarship Association Recipient
- Honor's Society Nominee at Valencia College
Timeline
Takeda Pharmaceutical Shift Supervisor
Allied Universal Security Services
08.2023 - Current
Takeda Pharmaceutical Command Center Operator
Allied Universal Security Services
06.2023 - 08.2023
EQ Office Site Security Officer II
Gardaworld
07.2022 - 06.2023
TeleSales Agent
Xfinity Comcast NBC Universal
08.2021 - 11.2021
Economic Self-Sufficiency Specialist I
Department of Children & Families
08.2019 - 05.2021
Barista
Starbucks Coffee Company
06.2018 - 08.2019
Office Assistant
UCF Regional West Campus
12.2016 - 07.2017
Student Welcome Ambassador
Valencia College
12.2016 - 07.2017
Artillery & Infantry
U.S. Army National Guard
10.2012 - 09.2015
Associates of Arts - Political Sciences
Miami Dade College
High School Diploma -
Central Cabarrus High School
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