Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Elena Bicente

Global Security Officer
Indianapolis,IN

Summary

Experienced Global Security Officer and Advance Into Management (2.0) Certified, proficient in managing tasks with the ability to handle multiple projects simultaneously with a high degree of accuracy with positive attitude.


Overview

11
11
years of professional experience

Work History

Global Security Officer (GS)

FedEx Express
9 2022 - Current


  • Advance Into Management (AIM 2.0) Certified
  • Cargo Screened Supervisor Certified
  • Cargo screened Certified
  • Lead security awareness presentations for operations for new fly launching, Europe-LGG
  • Lead and supported several Step-Down Process during K-9 alerts
  • Experience with physical security technologies such as ETD-500,600, and X-Ray 180, 100
  • Supported safety on set by following industry-standard operation protocol while operating safety equipment such as ETDs and X-Rays
  • Demonstrated keen attention to detail, ensuring all equipment was in optimal condition, calibrated, and ready for use before each shift
  • Conducted regular maintenance checks on all gear, vehicles, ensuring reliable performance during operation
  • Effectively communicated with other departments and vendors to coordinate requiring collaboration between multiple team members
  • Mentored team members in proper techniques and best practices to ensure consistent results in protocols, safety, and security

Sales Associates

Men’s Wearhouse
02.2023 - Current
  • Exceed customer expectations, Help reach store’s monthly goals
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
  • Built relationships with customers to encourage repeat business.
  • Solved customer challenges by offering relevant products and services.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

Customer Service Representative

R1 RCM
11.2020 - 9 2022
  • Physician Billing Department, Call backs, Note accounts, Resolved and answer billing questions
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Correctional Officer

Daviess County Sheriff Department
04.2014 - 11.2020
  • Collect, resolve and/or direct to appropriate individual or divisions, Communicate effectively with approved facility communication devices, Investigate, report, and document incidents
  • Prepared, processed and maintained forms, reports, logs, records, and activity journals.
  • Enhanced facility security by conducting regular inspections and addressing potential risks.
  • Contributed to a positive work culture among colleagues by utilizing effective communication skills both verbally and in writing.
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
  • Implemented effective emergency response plans during crises situations, minimizing harm to staff and inmates.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
  • Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
  • Monitored visitation sessions to ensure compliance with established guidelines and maintain facility security.
  • Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
  • Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
  • Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
  • Conducted routine and emergency head counts.
  • Tracked inmates through head counts, visitor logs, and scheduled activities.
  • Assisted medical staff in distributing medications to inmates efficiently while securely handling sensitive materials.
  • Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
  • Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
  • Participated in ongoing professional development courses focused on understanding gang dynamics within prison settings to better identify and manage potential threats.
  • Completed intake paperwork, fingerprints, and searches.
  • Ensured compliance with all applicable federal, state, and local laws, regulations, and policies governing correctional facilities.
  • Booked new inmates into facility and processed inmates for release.
  • Assisted in crisis negotiations, preventing escalations and ensuring safety of inmates and staff.
  • Mitigated potential security breaches with vigilant contraband detection practices.

Homeland Security Public Safety Internship

Daviess County Sheriff Department
5 2014 - 7 2014
  • Complete four different Special Events Safety Plans, Designed brochures in English and Spanish for Code RED, Completed in English and Spanish an “Active Shooter Procedure” for the community, Designed a Volunteer Application form per new County Ordinance
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Sorted and organized files, spreadsheets, and reports.
  • Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.

Customer service/Teller

Home Building Savings Bank
07.2013 - 04.2014
  • Account transactions, Multitasking skills in communication, Communicate effectively with clients
  • Improved overall branch performance by consistently meeting and exceeding sales goals.
  • Ensured compliance with all relevant regulations, safeguarding both customer information and bank assets.
  • Skillfully promoted additional banking products based on individual customer needs, increasing cross-selling success rates.
  • Supported branch management in achieving operational excellence through proactive identification of areas for improvement.
  • Managed high volumes of customer transactions during peak times while maintaining excellent service standards.
  • Continuously sought opportunities for personal growth and professional development within the role.
  • Assisted in training new tellers, sharing knowledge of best practices for efficient service delivery.
  • Achieved recognition for outstanding performance from both peers and management, inspiring others in pursuit of excellence.
  • Enhanced customer satisfaction by efficiently processing transactions and resolving issues.
  • Balanced daily cash drawers accurately, ensuring accountability for all financial transactions processed throughout the day.
  • Collaborated with other departments to resolve customer issues quickly and effectively, enhancing overall satisfaction rates.
  • Participated in community events as a representative of the bank, fostering strong connections within the local area.

Education

Master of Science- Criminal Justice and Public Safety -

Indiana University Northwest
Indianapolis, Indiana

Bachelor of Science–Homeland Security and Public Safety -

Vincennes University
Vincennes, Indiana

Associates in Arts—Liberal Arts/Pre-Law - undefined

Vincennes University
Vincennes, Indiana

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Washington High School
Washington, Indiana

Skills

Advance Into Management (AIM 20) Certified

Cargo Screened Supervisor Certified

Cargo screened Certified

Community Leadership Certificate thru Purdue Extension

Strong leadership abilities and communication skills

Excellent analytical and problem-solving skills

Adeptness at developing and maintaining relationships with operations personnel, MSA vendors, & business partners alike

Ability to make quick, informed decisions

Google Data Analyst Certified

Professional Medical Interpreter Training Certified

Bilingual: English, and Spanish

Detail Oriented

Microsoft: Word, Excel, PowerPoint and more

Researcher/Analyzing/Marketing

Working Remote Experience

Data Cleaning, Structured Thinking, & Data Visualizations

References

  • Tommi Hamilton, Jail Commander, (812) 486-9355, thamilton@dcsheriff.com, 101 N.E. 4th St, Washington, Indiana, 47501
  • Shelly Shake, Assistant VP Retail Loan Advisor - Home Building Savings Bank, (812) 582-0457, 200 E. Van Trees St., Washington, Indiana, 47501
  • Cindy Barber, Director-Leadership of Daviess County-Perdue Extension, (812) 617-5206, Cabarber@purdue.edu, 214 N.E. 3rd St, Washington, Indiana, 47501

Timeline

Sales Associates

Men’s Wearhouse
02.2023 - Current

Customer Service Representative

R1 RCM
11.2020 - 9 2022

Correctional Officer

Daviess County Sheriff Department
04.2014 - 11.2020

Customer service/Teller

Home Building Savings Bank
07.2013 - 04.2014

Global Security Officer (GS)

FedEx Express
9 2022 - Current

Homeland Security Public Safety Internship

Daviess County Sheriff Department
5 2014 - 7 2014

Master of Science- Criminal Justice and Public Safety -

Indiana University Northwest

Bachelor of Science–Homeland Security and Public Safety -

Vincennes University

Associates in Arts—Liberal Arts/Pre-Law - undefined

Vincennes University

undefined

Washington High School

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