Denise J. Timberlake
Chicago,Illinois
Summary
Customer service/security professional with seven years experience interacting with the public. Qualified in service-based, administrative positions requiring an emphasis on customer satisfaction in a fast-paced environment. Strong team player. Quality performance with an ability to learn new procedures quickly. Ability to meet the needs of patrons, dependable, hard working, reliable, and punctual. Fantastic at problem-solving and verifying information. Proficient in field examinations and configuring driving simulators. Qualified with 10+ years of experience in customer service. Expert in compliance regulations with training in investigation and interview tactics. Skilled at litigation support and keeping detailed records. Logical with 10+ years of experience. Solutions-oriented with commitment to long-term accuracy and efficiency.
Overview
21
21
years of professional experience
Work History
Transportation Security Officer/ Behavioral Detect
Homeland Security Investigations
O’hare International Airport
05.2019 - 08.2025
- Executed thorough security checks to maintain high safety standards.
- Assisted passengers with special needs or disabilities during the security screening process, ensuring their comfort and dignity were maintained at all times.
- Detected potential threats by utilizing advanced screening technology, such as X-ray machines and metal detectors.
- Mastered emergency response techniques for fire safety and hazardous materials.
- Implemented pat-down procedures to uncover concealed weapons and materials.
- Addressed emergency incidents with professionalism and efficiency, maintaining safety of passengers and staff.
- Continually attended training sessions to keep abreast of security protocol developments.
- Maintained a high level of situational awareness during peak travel times, enabling quick response to potential issues.
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Assisted in reducing wait times for passengers by executing swift and accurate security checks.
- Promoted a positive customer service experience while enforcing strict adherence to federal regulations regarding air travel safety measures.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Prevented unauthorized access to restricted areas by verifying identification credentials and maintaining vigilant surveillance.
- Developed and maintained positive rapport with passengers and other airport personnel.
- Collaborated with team members to ensure a secure environment for all travelers and airport personnel.
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Engaged in casual conversations with individuals to assess and analyze behaviors.
- Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
- Utilized strong communication skills to address passenger concerns or inquiries related to transportation security processes.
- Demonstrated adaptability and flexibility by rotating between various security functions as needed.
- Participated in regular performance evaluations aimed at improving overall efficiency within the Transportation Security Officer team.
- Responded effectively to security incidents and provided guidance regarding security procedures.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Maintained efficient flow of travelers through checkpoints by promptly and effectively performing necessary security procedures.
- Supported law enforcement agencies during investigations involving airport security incidents or breaches.
- Completed detailed reports documenting incidents, suspicious activities, or violations within the transportation facility.
- Supported fellow officers in managing conflicts or disruptions that arose within the transportation facility, swiftly restoring order.
- Managed access control points strategically located throughout the transportation facility, limiting unauthorized entry.
- Conducted random security sweeps throughout airport terminals to discourage illicit activity or potential threats.
- Facilitated safer travel environment by promptly reporting suspicious activities and behaviors.
- Enhanced security and reduced wait times by efficiently operating screening equipment.
- Reduced incidence of false alarms by calibrating screening equipment according to specified guidelines.
Public Service Representative
Secretary Of State Of Illinois
Chicago, IL
11.2019 - 09.2021
- Maintained composure in stressful situations, confrontations, interviews and records searches.
- Determined licensing eligibility by examining test results and comparing against established structures.
- Assessed fees related to registration of property-related documents.
- Proctored licensing exams and graded submitted answers for more than 3,000 applicants per week.
- Collected payment from customers, provided documentation and changed accounts to reflect current statuses.
- Took notes on field examinations and specific case details, updated databases and produced reports outlining results of investigations.
- Warned violators of infractions or penalties.
- Confirmed data and licensing information through investigations and notified violators of required changes to bring operations into compliance.
- Entered into record-keeping systems appropriate data needed to create new records or update existing ones.
- Advised clients on compliance fraud and investigations, as well as potential remedies and required actions.
- Kept informed regarding pending industry changes, trends or best practices.
- Confirmed information from licenses by checking internal statewide databases and questioning details with applicants.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
Encoder
O’Hare International Airport
Chicago, Illinois
09.2014 - 05.2019
- Timely scanning of all bags diverted to manual encoding station
- Operating handheld scanner, reading and understanding airline baggage tags and how routing of each bag is listed on bag tag
- Understanding which airline bag needs to be delivered to, then enter appropriate destination on touch- screen control panel at encoding station.
- Provided summary of weekly metrics to manager for inclusion in management report.
- Efficient and detail-oriented Encoder with 4+ years of experience in assessing and inputting data . Accuracy driven when reviewing information before entering to identify errors or issues. Independent and organized in managing workload effectively to complete projects on time.
- Transcribed information into required electronic format to enter into database.
Community Watcher
Alliance For Community Peace, ACP
Chicago, Illinois
01.2014 - 09.2014
- Greet observe and report all comings and goings of students and families daily
- Follow the direction of the Lead Community Watcher
- Provide presence at designated area/location
- Monitors community areas and “hot spots”
- Ensures safe passage before and after school
- Maintain community partnerships.
Youth Development Specialist
Central States SER
Chicago, Illinois
08.2012 - 08.2013
- Develop and execute strategic action plans with participants ages 16-17
- Provide quality case management service leading participants to self-sufficiency
- Worked with all staff to ensure each participant on caseload receives proper support.
Assistant Site Coordinator
06.2012 - 08.2012
- Notated daily attendance for over 100 students ages 13-16
- Handled the weekly timesheets and payroll for 100 students
- Accompanied and supervised 100 students on life skills activities.
Security Guard
Magnum Security
River Oaks, Illinois
02.2008 - 09.2008
- Checked all the incoming and outgoing vehicles
- Ensured that residents, guests, employees, and company property are maintained in a safe and secure environment
- Maintain an optimum work area (i.e
- Clean, no crowds, keeping a duty log, maintaining a quiet and orderly environment on the main floor, and no unauthorized guests in the booth during work shift).
Data Entry Clerk
Property Field Service
Chicago, Illinois
02.2005 - 08.2008
- Worked with Wells Fargo and First National Bank to ensure property loans were timely and accurate
- Organized weekly sales reports to track product success through Excel
- Performed quality assurance by reviewing all property rentals, homes and REO’s where up to code per HUD specs.
- Performed hourly 10-key actions while maintaining 75% error rate
Education
H.S. Diploma - General Studies
Midwest High School
Chicago, Illinois07.2003
Certificate, Security Officer Record of Completion - Security And Loss Prevention Services
C.T.I Training
Chicago, IL07.2008
Skills
- Field Inspections
- Database Management
- Conflict Management
- License Verification
- Policy Enforcement
- Investigative
- Process Implementation
- Compliance Reporting
- Licensing Regulations
- Detailed oriented
- analytical observations
- Multi Functional
Timeline
Public Service Representative
Secretary Of State Of Illinois
11.2019 - 09.2021
Transportation Security Officer/ Behavioral Detect
Homeland Security Investigations
05.2019 - 08.2025
Encoder
O’Hare International Airport
09.2014 - 05.2019
Community Watcher
Alliance For Community Peace, ACP
01.2014 - 09.2014
Youth Development Specialist
Central States SER
08.2012 - 08.2013
Assistant Site Coordinator
06.2012 - 08.2012
Security Guard
Magnum Security
02.2008 - 09.2008
Data Entry Clerk
Property Field Service
02.2005 - 08.2008
H.S. Diploma - General Studies
Midwest High School
Certificate, Security Officer Record of Completion - Security And Loss Prevention Services
C.T.I Training