Desiree Holder
Houston,Texas
Summary
Highly experienced professional with a proven track record of success in airport security and checkpoint operations. Adept at screening passengers and baggage for suspicious items, ensuring compliance with TSA regulations and providing excellent customer service. Possesses strong problem-solving and communication skills and able to work in a fast-paced environment. Committed to providing a safe and secure travel experience for all passengers. Highly motivated individual with experience in airport security. Possesses extensive knowledge of security protocols and procedures, background checks and baggage screening. Handled safety and security of multiple airports and airfields in government roles.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Ensemble Health Partners
07.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
TSA Agent
Department of Homeland Security
09.2022 - 05.2023
- Demonstrated excellent communication and customer service skills while interacting with passengers and resolving their queries in a professional manner
- Provided guidance to other agents regarding proper enforcement of security measures at the checkpoint area
- Identified threats within seconds by analyzing the body language of travelers entering the facility
- Monitored CCTV footage for suspicious activities and reported findings to supervisors promptly
- Successfully operated X-ray machines, metal detectors, explosive trace detection systems, as per guidelines
- Utilized conflict resolution techniques to diffuse tense situations among passengers
- Analyzed passenger manifests in order to identify individuals who posed potential risks or threats to national security
- Displayed strong observational skills to detect suspicious behavior or items that could pose a threat to the airport environment
Customer Service Representative
Conduent
08.2016 - 09.2022
- Maintained an updated knowledge base of current products, services, pricing, promotions
- Monitored daily performance metrics such as call volume, wait times, resolution times
- Developed positive relationships with customers through friendly interactions
- Identified opportunities for upselling additional products or services based on customer needs
- Resolved customer complaints promptly and efficiently
- Provided exceptional customer service to ensure customer satisfaction
- Displayed strong organizational skills while managing multiple projects simultaneously
- Created detailed reports outlining customer feedback trends over time
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Conducted regular follow-up calls with customers after resolving their issues
- Analyzed customer feedback surveys to identify areas of improvement in the customer service department
- Collaborated with colleagues to develop strategies for increasing customer loyalty and retention rates
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
- Assisted customers with product selection by providing detailed information about available products and services
- Performed data entry tasks accurately and in a timely manner
- Maintained a high level of professionalism when dealing with difficult customers
Home Care Provider
Partners in Care
09.2011 - 08.2017
- Executed wound care techniques to promote healing and prevent infections.
- Employed remote monitoring tools to track patient vitals and adjust care plans.
- Implemented physical therapy exercises to improve patient mobility.
- Provided emotional support and companionship to enhance patient well-being.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Enhanced patient comfort by providing compassionate and attentive care tailored to individual needs.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
Education
Bachelor - Business Administration
University of Phoenix
Tempe, AZHigh School Diploma - undefined
Beach Channel High School
Queens06.2010
Skills
- Security Action Plans
- Preventive Maintenance
- Passenger Monitoring
- Reading Comprehension
- Bag Screenings
- Great Critical Thinking Skills
- Crisis Situations
- Threat Management
- Safety Violations
- Screening Wands
- Customer Service and Assistance
- Cargo Inspections
- Screening Processes
- Metal Detectors
- Client Service
- Report Development
- Incident Reporting
- Computer Hardware Knowledge
- Transportation Systems
- Customer service
- Critical thinking
Timeline
Customer Service Representative
Ensemble Health Partners
07.2023 - Current
TSA Agent
Department of Homeland Security
09.2022 - 05.2023
Customer Service Representative
Conduent
08.2016 - 09.2022
Home Care Provider
Partners in Care
09.2011 - 08.2017
High School Diploma - undefined
Beach Channel High School
Bachelor - Business Administration
University of Phoenix
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