Diamond Walton
Summary
Experienced professional with over 10 years of leadership and customer service experience in high-volume, fast-paced environments. Proven success in onboarding, training, and supporting staff while ensuring compliance and operational efficiency. Adept at building positive relationships, resolving conflicts, and creating smooth transitions for employees. Passionate about enhancing the employee experience through clear communication, structure, and support.
Overview
14
14
years of professional experience
Work History
Enforcement Officer
City of Atlanta
Atlanta, GA
07.2022 - 03.2025
- Serve as a liaison between departments and the public, often guiding individuals through city processes and safety procedures.
- Deliver clear instructions and resolve concerns to ensure a smooth experience for those new to city systems.
- Document incidents and daily activity with attention to detail, contributing to team accountability and transparency.
- Responded swiftly and appropriately to calls from citizens regarding incidents that required police intervention.
Airport Representative
City of Atlanta
Atlanta, GA
11.2018 - 07.2022
- Trained contractors on airport policies and procedures, ensuring they were well-equipped to perform their roles.
- Audited transportation operations, and provided feedback for improvement.
- Monitored aircraft arrival times and updated flight information accordingly.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Airport Security Screener
Healthcare Shared Services
Atlanta, GA
02.2017 - 11.2018
- Supported employee entry onboarding and security screening in compliance with TSA standards.
- Developed daily reports and offered insights to improve training efficiency.
- Investigated unusual activity on airport grounds and reported any violations to management.
- Resolved customer complaints in a professional manner according to established protocol .
Customer Service Team Lead
AirServ
Atlanta, GA
06.2015 - 01.2017
- Created schedules, assigned tasks, and conducted performance check-ins to help new team members integrate smoothly.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Managed communication between airline personnel and customers in a professional manner.
Receptionist
Global Tax Services
Forest Park , GA
03.2011 - 03.2015
- Provided front-line support for new and returning clients, ensuring a welcoming and organized experience.
- Maintained office efficiency and helped facilitate smooth internal communication.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Scheduled and confirmed appointments.
Education
High School Diploma -
Forest Park High School
Forest Park, GA05-2015
Skills
- Employee Training
- Problem Solving
- Professionalism
- Leadership Skills
- Client Service
- Conflict Resolution
- Operational Auditing
- Relationship Building
Timeline
Enforcement Officer
City of Atlanta
07.2022 - 03.2025
Airport Representative
City of Atlanta
11.2018 - 07.2022
Airport Security Screener
Healthcare Shared Services
02.2017 - 11.2018
Customer Service Team Lead
AirServ
06.2015 - 01.2017
Receptionist
Global Tax Services
03.2011 - 03.2015
High School Diploma -
Forest Park High School
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