Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Accomplishments
References
Timeline
Generic

Dorian Lillis

El Paso

Summary

Dynamic professional with extensive experience, excelling in operational effectiveness, and conflict resolution. Proven track record in security screening and team leadership, enhancing customer engagement and safety protocols. Adept at fraud detection and de-escalation techniques, consistently achieving high levels of satisfaction and security compliance.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Account Security Rep

DISH
EL PASO
11.2024 - Current
  • Managed sensitive customer data according to industry standards for privacy protection.
  • Maintained up-to-date knowledge about emerging threats, vulnerabilities and countermeasures.
  • Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
  • Provided friendly and professional assistance to employees, visitors and customers.
  • Identified suspicious activity to determine appropriate response.

CXO Customer Service Rep

DISH
EL PASO
09.2024 - 11.2024
  • Assisted customers with inquiries about services and products.
  • Resolved issues by providing effective solutions.
  • Collaborated with team members to enhance customer satisfaction levels.
  • Documented customer interactions for future reference and follow-up.
  • Educated customers on service features and benefits effectively.
  • Handled billing inquiries and payment processing accurately.
  • Maintained knowledge of promotions and service updates regularly.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Security Supervisor

HSS Security
El Paso
08.2022 - 09.2024
  • Participated in continuing education and seminars to learn about latest threats and risk prevention methods.
  • Interviewed and hired security personnel with strong skill sets and expertise.
  • Reviewed security practices prior to events and identified potential weaknesses.
  • Held routine and surprise drills to help security team members practice response plans.
  • Investigated security breaches, and took appropriate measures to minimize damage.
  • Managed staff schedules for shifts and events to minimize overtime costs.
  • Floated between security locations to check in with officers, assess security and make proactive adjustments based on changing conditions.
  • Worked efficiently in busy, high-risk settings while maintaining best-in-class standards of excellence for security initiatives.
  • Responded immediately to security threats, breaches and emergencies, following proper protocols.
  • Led and directed investigations of accidents, thefts and property loss on premises.
  • Monitored the entire facility using CCTV, while simultaneously performing dispatch duties.
  • Supervised security personnel during shifts to ensure effective coverage.
  • Implemented security protocols and procedures to enhance safety measures.
  • Conducted regular patrols to monitor facilities and identify potential hazards.
  • Managed incident reports and maintained accurate documentation of events.
  • Scheduled staff shifts and managed workforce allocation for optimal coverage.

Field Supervisor

Sun City Security Services
El Paso
02.2021 - 08.2022
  • Supervised and coordinated daily activities of field personnel to ensure efficient operations.
  • Developed, implemented, and monitored safety policies and procedures for all field staff.
  • Ensured compliance with company policies and procedures as well as applicable laws and regulations.
  • Resolved operational problems by analyzing data; identifying solutions; recommending corrective actions.
  • Assigned duties to field personnel according to their qualifications or experience level.
  • Investigated accidents or incidents that occurred in the workplace; documented findings accordingly.
  • Supervised, coordinated, or scheduled activities of field team workers.
  • Trained workers in equipment operation, safety procedures and company policies.

Captain/Site Supervisor

Allied Universal Security Services
El Paso
06.2014 - 02.2021
  • Managed and supervised a team of 10+ site staff members to ensure safety, quality control and efficient operations.
  • Organized daily workflow for the team, ensuring tasks were completed on time and within budget.
  • Conducted regular training sessions with staff to ensure compliance with company policies and procedures.
  • Conducted regular inspections of work sites to ensure compliance with safety regulations, including hazard identification and risk assessment.
  • Maintained accurate records such as daily reports, timesheets and other related documentation as required by management.
  • Maintained access control procedures set by property managers.
  • Enforced measures to control overtime and training costs.

Manager of Operations

Tequilas Discoteque
EL PASO
02.2012 - 02.2019
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Reviewed production costs and product quality and modified inventory control programs to maintain and enhance annual business plans.
  • Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
  • Managed day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
  • Identified opportunities for process improvement initiatives through analysis of current processes and procedures.
  • Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.

Office Manager

Diablo K-9 Security
El Paso
05.2009 - 04.2012
  • Supervised staff members, organized schedules and delegated tasks.
  • Provided administrative support to the management team including preparing reports and presentations.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Prepared agendas for board meetings along with taking minutes during sessions.
  • Conducted research projects related to new product development or marketing initiatives.
  • Provided training to new hires on office policies and procedures.
  • Managed office inventory and placed new supply orders.
  • Managed, scheduled and coordinated office functions and activities for employees.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Recruited and trained new employees to meet job requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Education

EMT-B - Emergency Medical Technology

Pro-Action
El Paso, TX
05-2017

Medical/Clinical Assistant - Medical Assisting

Kaplan College - Columbus
Columbus, OH
05.2009

EMT-A - Emergency Medical Technology

Pro-Action
El Paso, TX

Skills

  • Operational Effectiveness
  • Security Screening
  • Skilled in Conflict Resolution
  • Investigative Procedures
  • CCTV Experience
  • Safety and Security Procedures
  • AED Certified
  • Team Leadership
  • Personnel Training
  • Security protocols
  • Customer engagement
  • Team collaboration
  • Fraud detection techniques
  • De-escalation techniques

Certification

  • CPR/AED CERTIFICATION
  • LEVEL 2 SECURITY LICENSE
  • EMT-B & A CERTIFICATE
  • MEDICAL ASSISTANCE CERTIFICATE

Languages

English: Native/ Bilingual, Spanish: Native/ Bilingual

References

References available upon request.

Accomplishments

  • TIY winner fo CXO Customer Service Coach Level
  • 2 time TIY Manager winner as Account Security Rep
  • Provided feedback in Carries Corner that was later used to update Security Verification Methods

References

References available upon request.

Timeline

Account Security Rep

DISH
11.2024 - Current

CXO Customer Service Rep

DISH
09.2024 - 11.2024

Security Supervisor

HSS Security
08.2022 - 09.2024

Field Supervisor

Sun City Security Services
02.2021 - 08.2022

Captain/Site Supervisor

Allied Universal Security Services
06.2014 - 02.2021

Manager of Operations

Tequilas Discoteque
02.2012 - 02.2019

Office Manager

Diablo K-9 Security
05.2009 - 04.2012

EMT-B - Emergency Medical Technology

Pro-Action

Medical/Clinical Assistant - Medical Assisting

Kaplan College - Columbus

EMT-A - Emergency Medical Technology

Pro-Action

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