Diana Alonso
Dallas
Summary
Accomplished security and operations professional specializing in healthcare administration and multi-unit retail. Enhanced operational efficiency and managed staff performance in high-volume environments. Developed security policies, conducted patrols, and reviewed surveillance footage to ensure safety and compliance. Excelled in crisis management and team leadership, improving response strategies and minimizing security incidents.
Overview
15
15
years of professional experience
1
1
Certification
Work History
SECURITY SUPERVISOR
GardaWorld Security
07.2025 - 05.2026
- Supervised officers and coordinated daily security operations to ensure site safety and operational efficiency.
- Conducted patrols and security watches to protect personnel, property, and company assets.
- Maintained comprehensive daily logs, incident reports, and shift documentation with professionalism and accuracy.
- Managed driver routes and monitored transportation activity to ensure compliance and accountability.
- Responded promptly to incidents while enforcing safety and security procedures.
- Assisted in staff training and ensured proper post coverage during assigned shifts.
STORE MANAGER
Dunkin' Donuts
06.2024 - 07.2025
- Directed multi-unit daily operations for two Dunkin' Donuts locations, ensuring operational efficiency and consistent service delivery.
- Administered employee timekeeping, scheduling, and labor coordination to maintain optimal staffing coverage.
- Delegated assignments, supervised team performance, and upheld productivity standards within fast-paced environments.
- Led the onboarding, training, and professional development of newly hired employees.
- Managed customer service escalations, operational challenges, and daily staff supervision with professionalism.
- Ensured adherence to company procedures, sanitation standards, and cash-handling protocols.
- Supported business continuity by coordinating workflow, staffing priorities, and store readiness across both locations.
Inbound Call Center Representative
Continuum Global
09.2011 - 11.2024
- Handled incoming customer calls regarding product inquiries, orders, and complaints.
- Ensured timely processing of customer orders via phone while following up to enhance satisfaction.
Delivered precise product information to assist customers effectively.
- Kept detailed records of customer interactions for future reference.
Conducted follow-up communications with customers to confirm resolution of issues.
- Escalated priority issues to relevant teams for prompt resolution.
Utilized resources to research and meet specific customer needs.
CALL CENTER AGENT
LYNX
02.2021 - 05.2024
- Assisted customers with inquiries, issues and complaints via telephone, email and chat. Provided accurate information on products and services to customers.
- Resolved customer service inquiries promptly and efficiently. Processed orders accurately and timely. Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
- Maintained detailed records of customer interactions using contact management software. Managed customer accounts, including updating account information as needed.
- Tracked daily performance metrics such as wait times, average handle time. Reported any technical problems encountered while taking calls to the IT department
PATIENT ACESS REP
MERCY HEALTH
09.2018 - 11.2020
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Verified insurance coverage for services provided by the facility. Collected co-pays and other payments from patients at time of service.
- Assisted with scheduling outpatient appointments. Responded to patient inquiries regarding billing or financial matters.
- Ensured accuracy of all data entered into computer system.
- Scanned documents into electronic medical records system. Created new patient accounts in EMR system as needed.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
MEMBER SERVICE AGENT
Modivcare
01.2015 - 04.2018
- Assisted in opening new accounts and processing maintenance requests.Answered incoming calls regarding membership benefits and services.Handled customer complaints efficiently and courteously.
Assisted in opening new accounts and processing maintenance requests.
Answered incoming calls regarding membership benefits and services.
Handled customer complaints efficiently and courteously.
- Maintained accurate records of member interactions and transactions.
Adhered to all applicable policies, procedures, regulations, and laws.
Performed cash handling duties, including deposits and withdrawals for member accounts.
- Verified identity information on new accounts according to established procedures.
Education
High School -
Classical High School
01-2010
Skills
- Security Certification
- Operations management
- Security Operations & Patrol
- Staff leadership
- Incident documentation
- Employee development
- Client Interaction
- Scheduling & Labor Coordination
- Regulatory Compliance
- Conflict resolution
- Incident Management
- Access Control
- Security operations
- Surveillance monitoring
- Risk assessment
- Staff supervision
- Scheduling coordination
- Team Development
- Compliance enforcement
- Customer service
- Conflict resolution
- Incident response
- Emergency procedures
Certification
- Security Private License
- Food Handler Certificate
- CPR Certified
Timeline
SECURITY SUPERVISOR
GardaWorld Security
07.2025 - 05.2026
STORE MANAGER
Dunkin' Donuts
06.2024 - 07.2025
CALL CENTER AGENT
LYNX
02.2021 - 05.2024
PATIENT ACESS REP
MERCY HEALTH
09.2018 - 11.2020
MEMBER SERVICE AGENT
Modivcare
01.2015 - 04.2018
Inbound Call Center Representative
Continuum Global
09.2011 - 11.2024
High School -
Classical High School