Daren Jones Jr
Jacksonville,FL
Summary
Versatile and results-oriented professional with a robust background in security and customer service management, notably at Jacksonville University. Excelled in enhancing safety protocols and customer satisfaction levels, demonstrating exceptional leadership and organizational skills. Achieved significant improvements in team performance and efficiency, leveraging expertise in premises patrol and training & development.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Security Officer
Jacksonville University
Jacksonville, US
09.2023 - Current
- Providing security services to the faculty, staff, and students
- Monitored surveillance cameras and responded to suspicious activity.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Enforced access control measures in accordance with established procedures.
- Participated in training sessions to stay up-to-date on current security trends and best practices.
- Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
- Inspected fire extinguishers to ensure they were properly charged and operational.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
- Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto premises.
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.
- Inspected parking lot to verify parking permits and ticketed or towed unauthorized vehicles.
- Coordinated with law enforcement and emergency responders during incidents and emergencies.
- Provided friendly and professional assistance to employees, visitors and students.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
Call Center Supervisor
Ashley Furniture HomeStore
Jacksonville, US
03.2021 - 05.2022
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Assigned tasks to agents based on their skillset and availability.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Created incentives for employees who achieved high performance standards.
- Investigated difficult or complex inquiries from customers.
- Developed processes and systems to improve efficiency within the department.
- Facilitated communication between departments to resolve problems quickly.
- Participated in hiring interviews and selection process for new team members.
- Documented changes made within the department as part of continuous improvement efforts.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Security Officer
FSCJ North Campus
Jacksonville, US
02.2019 - 09.2019
- Provide safety and security for all employees and students that attend the campus
- Also drive around in company vehicle patrolling the campus and parking lots thought out the day also have knowledge of First Aid
- Monitored surveillance cameras and responded to suspicious activity.
- Checked for safety hazards and took corrective action when necessary.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Enforced access control measures in accordance with established procedures.
- Maintained accurate logs of all security related activities.
- Participated in training sessions to stay up-to-date on current security trends and best practices.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Inspected parking lot to verify parking permits and ticketed or towed unauthorized vehicles.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
Customer Service Manager (CSM)
ADT Security Services ASC
Jacksonville, US
06.2015 - 05.2018
- Experience with inbound call handing for billing assisting customer with all aspects from making payments, setting up auto billing, sending out invoices, helping with online accounts
- Also have a little bit of experience with outbound collection calls as well
- Also have experience at taking over phone calls with customers that wanted to speak supervisor
- Also have experience with training and assisting with new hires and help assisted other reps with customers' accounts
- Have multiply awards with assisted others emails as well
Customer Care Manager
SFTF, LLC
Jacksonville, US
06.2008 - 09.2014
- Retail office and Guest Experience management
- Handling inbound sales and service calls and well as outbound guest and store support calls
- Assisting customer with all aspects of their transaction including financing, cash handling and changes
- Working with Third Party vendors to better support sales and store functions on a daily basis
- Training and supporting other departments with data pulls and accurate reporting
- Managed as many as 6 Customer Care Representatives
- Lead in almost all types of customer service issues handled at the retail store level
- Worked daily with accounting, payroll and payables to improve on retail efficiencies
- Distribution Center office support team
- Service and procurement support for warehouse operations
- Auditing delivery teams, managing technician schedules and responsibilities
- Tracked and identified parts from the factory and other Third Party vendors
- Problem solved and managed quality control for each service related issue hindering guest completion
Education
High school diploma -
William M Raines High School
Jacksonville, FLSkills
- Security
- Word
- Customer Service
- Organizational Skills
- Stocking
- Supervising experience
- Leadership
- Cash handling
- Cash register
- Training & development
- Premises patrol
- Access control
- High level of integrity
- Detail-oriented
- Active shooter training
- Incident reporting
Certification
- Security Guard, Class D Security License
- CDL Class A, 12/26
- Transportation Worker Identification Credential (TWIC), 05/25
Languages
English
Professional
Timeline
Security Officer
Jacksonville University
09.2023 - Current
Call Center Supervisor
Ashley Furniture HomeStore
03.2021 - 05.2022
Security Officer
FSCJ North Campus
02.2019 - 09.2019
Customer Service Manager (CSM)
ADT Security Services ASC
06.2015 - 05.2018
Customer Care Manager
SFTF, LLC
06.2008 - 09.2014
High school diploma -
William M Raines High School
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