DeShaun Coleman
Davis,CA
Summary
DeShaun has 10 years of experience working as a Customer Service Representative and support admin roles, being responsible for responding to basic telephone, electronic, and written inquiries from dental/vision professionals, groups, subscribers and brokers. Consistently and successfully deescalate customer issues while remaining empathetic in tone and demeanor; Acts as a customer advocate by researching and resolving complex customer concerns in an accurate and timely fashion. Provided excellent customer service and handle all customers in a professional and courteous manner. DeShaun has 13 years of security experience with Comprehensive understanding of commercial security systems and control room surveillance technology. Security guard with experience working independently to maintain strict security for Various facilities. Also dedicated to learning, growing, and succeeding in the security Industry.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Security Guard
GardaWorld Security Services
10.2023 - 02.2024
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
Mobile Patrol Officer
Capital Protection Group, Inc.
03.2023 - 10.2023
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Deescalated potentially volatile situations through effective conflict resolution techniques, protecting property and individuals from harm.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
- Assisted in training new security personnel, sharing best practices and ensuring consistency in performance across the team.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
Customer Service
Robert Half Recruiters & Employment Agency
09.2021 - 03.2023
- Kaiser Permanente - Training Subject Matter Expert (September 2022 to October 2022)
- Prepare Training Facility for Participants Arrival
- Sanitize and Set up Each Workstation for Participants
- Operate Lights and Projectors during Training
- Replenish materials in room
- Welcome in-person participants
- Communicate questions/escalations to Lead Greeters
- Have contact info for IT person
- Basic Office Duties
- Woodland Memorial - PBX OPERATOR (June 2022- October 2022)
- Under the general direction of the Patient Registration Site Manager, the PBX Operator provided PBX coverage, greeted and directed patients and visitors, monitored and responded to all codes and alarms
- The PBX operator offers information to visitors as needed and functions as an after hour answering service for the Woodland Clinic Medical Group, Davis, Home Health and all other after hour on-call staff
- Worked as a team member to meet team goals and objectives
- Troubleshot procedures and instrumentation and problem solve effectively
- Maintained patient confidentiality
- Treated co-workers, patient's visitors and the public with dignity and respect
- Operated Switchboard - Phones 1 - 10 Lines.
Medical Customer Service Representative
WellSpace Health
03.2022 - 06.2022
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
Customer Representative
Delta Dental
11.2020 - 07.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Customer Support Specialist
Gap Inc Direct
07.2020 - 11.2020
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Excellent communication skills, both verbal and written.
Customer Representative
Versant Health
09.2019 - 02.2020
- Provided primary customer support to internal and external customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Prioritized customer service requests in order of urgency to promptly resolve critical issues.
- Achieved success in retaining dissatisfied customers by offering targeted solutions and demonstrating empathy during challenging interactions.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
Professional Security Officer
G4S
12.2018 - 09.2019
- Assisted in coordinating emergency response drills, increasing staff awareness about proper safety procedures during critical situations.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
- Issued access cards to authorized personnel to monitor access points.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Security Officer
Inter-Con Security Systems
04.2016 - 06.2018
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Patrolled parking lots and garages to determine security of vehicles and property.
- Consistently maintained compliance with all site-specific guidelines, regulations, policies, procedures while carrying out duties as an Unarmed Security Officer.
Security Officer
Allied Barton
03.2015 - 01.2016
- Collaborated with local law enforcement agencies to maintain a secure environment for patients, staff, and visitors.
- Assisted in emergency situations, providing timely response and coordination with medical staff for patient safety.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Coordinated routine fire drills for hospital staff to ensure preparedness in case of an emergency situation.
- Maintained detailed logs of daily activities, incidents, and actions taken during shifts as evidence in potential legal proceedings or investigations.
Education
Associate of Arts - Psychology
Woodland Community College
Woodland, CAHigh School -
SIATech At Sacramento Job Corps
Sacramento, CA06.2012
Skills
- Schedule Coordination
- Verbal and written communication
- Security camera monitoring
- Honest and Dependable
- Microsoft Office
- De-Escalation Techniques
- Call Center Operations
- Documentation
- Administrative and Office Support
- Call Metrics
- Assertiveness
- Customer Relationship Management (CRM)
Certification
- Driver's License
- Guard Card
- HCA
- CPR/FirstAid
Timeline
Security Guard
GardaWorld Security Services
10.2023 - 02.2024
Mobile Patrol Officer
Capital Protection Group, Inc.
03.2023 - 10.2023
Medical Customer Service Representative
WellSpace Health
03.2022 - 06.2022
Customer Service
Robert Half Recruiters & Employment Agency
09.2021 - 03.2023
Customer Representative
Delta Dental
11.2020 - 07.2021
Customer Support Specialist
Gap Inc Direct
07.2020 - 11.2020
Customer Representative
Versant Health
09.2019 - 02.2020
Professional Security Officer
G4S
12.2018 - 09.2019
Security Officer
Inter-Con Security Systems
04.2016 - 06.2018
Security Officer
Allied Barton
03.2015 - 01.2016
Associate of Arts - Psychology
Woodland Community College
High School -
SIATech At Sacramento Job Corps