Doneisha M. Austin
Saint Louis,Missouri
Summary
Community-oriented Officer comfortable working in high-stress situations and coordinating emergency responses. Seasoned team leader with unrelenting dedication to keeping community safe and secure. Proactive about using proper protocols while on duty and interacting with community contacts.
Overview
9
9
years of professional experience
Work History
TSA Agent
Transportation Security Administration, TSA
04.2024 - Current
- Improved overall safety with effective communication and collaboration among team members.
- Participated in ongoing training sessions, staying up-to-date on the latest transportation security procedures and technologies.
- Enhanced traveler experience by providing courteous assistance and guidance during screening processes.
- Utilized analytical skills effectively while reviewing x-ray images, accurately detecting any possible threat objects or discrepancies.
- Provided critical incident response, maintaining composure under high-pressure situations.
- Increased airport security by conducting thorough passenger and luggage screenings.
- Maintained compliance with TSA regulations, ensuring adherence to strict security protocols.
- Reduced risk of prohibited items entering secure areas through meticulous inspections.
- Performed pat-downs to look for unauthorized materials and weapons.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Engaged in casual conversations with individuals to assess and analyze behaviors.
Corrections Officer
St. Louis County Jail
05.2023 - 01.2024
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Detected potential threats and quickly defused conflicts.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Received property from incoming inmates, provided receipts and inspected items for contraband.
- Reviewed housing assignments and reassigned inmates to meet allocation and safety needs.
- Inspected cells and conducted random searches of common areas.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
- Maintained clear and open communications with facility areas to support safe operations.
Program Support Assistant
Veterens Affairs
04.2021 - 05.2023
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Verified details with policyholders and requested additional information.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Care Associate
American Water Works Company
01.2019 - 03.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Supervised and motivated customer service teams to maximize business performance.
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
Customer Service Representative
Bswift (benfits agent)
08.2018 - 01.2019
- Educated customers on special pricing opportunities and company offerings.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to obtain account information.
- Explained benefits, features and recommendations to maximize client retention.
- Set up and activated customer accounts.
- Upheld privacy and security requirements for customer information.
Travel Agent
Connexions Loyalty Travel Solutions
05.2016 - 02.2018
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Communicated security issues and protocols to clients traveling to unstable countries or locations.
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business
- Eliminated project gaps and maintained accurate airline regulations and tariffs and travel law knowledge.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
Education
Vashon High School
St Louis, MO04.2012
Skills
- Training and development
- Data entry
- Payment processing
- Inbound and Outbound Calling
- Direct sales
- First Responder
- Call Center Operations
- High-energy attitude
- Quality control
- Customer relations
- Multi tasking
- Problem Solving
- Time Management
- Direct Patient Care
- communication skills
- computer saavy
Timeline
TSA Agent
Transportation Security Administration, TSA
04.2024 - Current
Corrections Officer
St. Louis County Jail
05.2023 - 01.2024
Program Support Assistant
Veterens Affairs
04.2021 - 05.2023
Customer Care Associate
American Water Works Company
01.2019 - 03.2021
Customer Service Representative
Bswift (benfits agent)
08.2018 - 01.2019
Travel Agent
Connexions Loyalty Travel Solutions
05.2016 - 02.2018
Vashon High School
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