Summary
Overview
Work History
Education
Skills
Timeline
Generic

Destiny Shorter

MIAMI,FL

Summary

Dynamic Customer Service Representative with a proven track record of enhancing customer experiences through exceptional communication, active listening, and analytical problem-solving skills. Committed to leveraging expertise for career advancement while embracing opportunities for professional development. Detail-oriented team player adept at managing multiple projects with precision and efficiency, consistently demonstrating strong organizational abilities. Eager to contribute to team success with a positive attitude, dedication to continuous learning, and a solid foundation in security principles, including effective monitoring and incident response techniques.

Overview

8
8
years of professional experience

Work History

Security/Security Assistant

ICS Protective Services
10.2024 - Current
  • Maintained detailed records of daily activities, incidents, and other relevant information for accurate reporting and analysis.
  • Responded quickly to alarms or calls for assistance, assessing situations accurately and taking appropriate action as needed to ensure public safety.
  • Provided exceptional customer service by promptly addressing visitor inquiries while maintaining a secure environment.
  • Developed strong relationships with building tenants to encourage open lines of communication regarding potential security concerns.
  • Trained new hires on company-specific security procedures, ensuring consistency and effectiveness across all team members.
  • Patrolled assigned areas regularly to detect and deter any suspicious activity or unauthorized personnel on the premises.
  • Ensured safe environment for staff and visitors, checking IDs and managing access control systems.
  • Increased staff awareness on security protocols, leading training sessions on best practices.
  • Examined doors, windows and gates to verify security.
  • Responded quickly to emergency situations to assess and deflect issues.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Updated shift logs and produced daily reports to document security activities and specific incidents.
  • Patrolled internal building spaces and facility grounds to identify and deter threats to assets.

Security Patrol Officer

Signal 88 Security
01.2024 - Current
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
  • Patrolled and monitored premises in company vehicle and by foot.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.

RSA Customer Service

Bosch-Randstad
05.2023 - 09.2023
  • Assisting customers with roadside service, flat tires, accidents, no gas, etc
  • Taking payments and utilizing safe procedures to protect customer information
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained staff on operating procedures and company services.
  • Sought ways to improve processes and services provided.


Fraud Specialist

Teleperformance
07.2022 - 09.2022
  • Insuring that customer information is protected
  • Reporting any fraudulent accounts customer confirm they did not open with company
  • Disputing charges from accounts reported as fraudulent
  • Resetting passwords, guiding customers on how to set up mobile app service and pointers on how to use.

Security

G4S
10.2020 - 07.2022
  • Patrol property on foot and golf cart to deter intruders and address any improper conduct or suspicious behavior
  • Regularly inspect access points and locks
  • Monitor surveillance equipment, and write detailed reports
  • Communicate with building owner and law enforcement as needed
  • Occasionally working front desk when necessary.

Processing Clerk

United Postal Service
10.2021 - 03.2022
  • Sorting mail
  • Labelling boxes for designated areas to be sent out
  • Setting up areas for mail to be sorted by machines.

Technical Support

NexGen Agency
10.2020 - 07.2021
  • Inbound technical support
  • Sending disputes about malfunctions with electronics & equipment
  • Accommodating for recently purchased faulty items
  • Helping customers get repairs by the company for malfunctioning products
  • Resolving issues over the phone, walking customers through troubleshooting steps.

Customer Service

Global Response
05.2019 - 09.2020
  • Inbound Calls Payment Disputes
  • Initiating remote charges for electric vehicles
  • Remote technical support
  • Order processing.

Customer Service In & Outbound

Randstad (Humana)
03.2018 - 08.2019
  • Inbound/Outbound Calls
  • Assisting Medicare members in appointment setting for service provided to them by their Medicare plan.

Customer Service Representative

Teleperformance
02.2018 - 03.2019
  • Inbound calls from members within health care groups
  • Assisting members with basic plan information and making changes to their plan and member information as requested
  • Data Entry Phone Etiquette.

Education

High School Diploma - Student

Northeast High School
06.2017

Skills

  • Perimeter security
  • Crime Prevention
  • Patrol techniques
  • Scheduling
  • Information Security
  • Report Generation
  • Data Collection
  • Product Knowledge
  • Complaint resolution
  • Technical Support
  • Event security
  • CCTV monitoring
  • Security screenings
  • Operations management
  • Physical security
  • Customer service
  • Team leadership
  • Reliability
  • Data entry
  • Surveillance
  • Team Training

Timeline

Security/Security Assistant

ICS Protective Services
10.2024 - Current

Security Patrol Officer

Signal 88 Security
01.2024 - Current

RSA Customer Service

Bosch-Randstad
05.2023 - 09.2023

Fraud Specialist

Teleperformance
07.2022 - 09.2022

Processing Clerk

United Postal Service
10.2021 - 03.2022

Security

G4S
10.2020 - 07.2022

Technical Support

NexGen Agency
10.2020 - 07.2021

Customer Service

Global Response
05.2019 - 09.2020

Customer Service In & Outbound

Randstad (Humana)
03.2018 - 08.2019

Customer Service Representative

Teleperformance
02.2018 - 03.2019

High School Diploma - Student

Northeast High School