Erika Guillen
Brick,New Jersey
Summary
I am a passionate worker. I try to achieve above and beyond each day I work. Over the years of working in customer service, it helped me develop my teamwork skills even further than they were before. Making somebody’s day brighter is what I like to do.
Overview
23
23
years of professional experience
Work History
CMS/Adt Security
02.2017 - Current
- Monitor alarm systems for security breaches and emergency situations.
- Respond promptly to alarm signals and assess the situations.
- Monitor alarm systems for residential and commercial clients.
- First point of contact when emergency alarms activate.
- Take over 100 calls per day inbound and outbound.
- Dispatch Police, Fire, and medical agencies out to a location when necessary.
- Handle non-emergency and emergency calls inbound and outbound.
- Notify key administrative personnel of emergency or potential emergency situations.
- Report unusual, and unauthorized activities, effectively preventing potential crimes and damages.
- Notifying authorities of responder information per operator procedures.
- Ensure the customers are safe and feel valued.
- Floor training when needed for new employees.
- Assisted different shifts with inbound phone training as needed.
- Trained inbound phone operators.
- Handling all calls with care and compassion.
- Transferring calls to the right department for service and technical assistance.
- Assisting dealers with accounts and transferring calls to dealer support for further assistance.
- Working to resolve any account issues with the help of the supervisory team.
- Resolve customer service requests and general customer service inquiries with monitoring procedures.
Customer Service
Party Fair
Brick, NJ
04.2015 - 02.2017
- Assisting customers in placing orders over the phone and face to face.
- Assist manager in pricing of new merchandise.
- Ensuring there is plenty of merchandise on display.
- Provide customers with a fast and accurate check out.
Security Guard
Allied Barton
Lakewood, NJ
06.2013 - 09.2014
- Providing assistance and guidance to managers, visitors and general staff.
- Contacting police, authorities and other emergency services when necessary.
- Checking badges of employees and visitors and authorization of visitors to enter the facility.
- Responding to emergencies.
- Reporting all incidents, accidents or medical emergencies.
- Monitoring and patrolling business areas on a consist basis.
- Warning violators of rule infractions: such as loitering and smoking.
- Investigating incidents and preparing written reports with details of the incidents.
- Having a highly visible premise on the premise.
- Performing any light maintenance work that may be required.
- Checking emergency staff radios, security lighting and alarms to ensure they are working correctly.
Loss Prevention
Boscov’s Department Store
Toms River, NJ
09.2011 - 06.2012
- Utilized exception reports, surveillance, and employee tips to generate cases.
- Worked with outside agencies such as police, courts, and legal to bring cases to resolution.
- Resolved operational deficiencies including such topics as cash handling, deposit preparation, opening & closing procedures.
- Improved store safety and created efficiencies by reducing store personnel's involvement in fraudulent transaction research.
- Conducted investigations into guest and employee misconduct resort wide including theft, violations of company policy and other internal matters.
- Reviewed accounting and sales audit reports, including credit card charge backs, missing deposits, bank errors, refunds, and various other reports to identify potential theft issues.
- Write reports or case summaries to document investigations.
Customer Service
CVS Pharmacy
Point Pleasant, NJ
02.2010 - 07.2011
- Constant customer interaction.
- Effectively work as part of a team by responding to assistance requests.
- Interact politely with customers and associates by following company culture.
- Completing responsibilities in a timely manner.
- Knowledge of and proficiency with scanning equipment.
- Enhance product knowledgeable in order to answer customer questions and provide descriptive information.
- Organizing, labeling and pricing merchandise.
- Assist with merchandise deliveries.
- Accurately and efficiently stock merchandise in timely manner.
- Maintain a safe and clean work environment by maintaining safety standards and following company policies and procedures.
- Ability to prioritize work assignments and complete tasks while responding to continual request from customers.
- Process customer purchases.
- Effectively resolve customer concerns.
- Ability to adapt to change and work effectively in various departments.
- Ability to interact and communicate effectively with customers, suppliers, and associates.
- Reassuring customer the quality of the product.
Role Player
Goldbelt Falcon/Akima
Fort Dix, NJ
10.2008 - 10.2009
- Trained soldiers for overseas missions.
- Worked effectively with associates and the military as a team.
- Learned how to speak basic Arabic.
Waitress
Rainbow Diner
Brick, NJ
02.2009 - 07.2009
- Appropriately dressed.
- Served food to customers in a timely manner.
- Customer service on the phone (taking orders).
- Assisted in the planning and setting for large parties.
- Cleaned tables, work stations, and assigned side jobs.
Cashier/Counter person
Jenkinson’s Boardwalk
Point Pleasant, NJ
03.2003 - 08.2008
- Constant customer interaction.
- Maintain a safe and clean work environment by maintaining safety standards and following company policies and procedures.
- Served customers, while acknowledging any questions or concerns they may have.
- Worked as a team with other employees every day.
- Providing excellent customer service experience.
Education
High School -
Brick Memorial High School
Brick, NJ01.2008
Some College (No Degree) -
Ocean County College
Toms River, NJSkills
- Windows operating system
- MS Office
- Word
- Power Point
- Excel
- MS Outlook
- Exchange
- Internet Explorer
Additional Information
I am a passionate worker. I try to achieve above and beyond each day I work. Over the years of working in customer service, it helped me develop my teamwork skills even further than they were before. Making somebody’s day brighter is what I like to do.
Timeline
CMS/Adt Security
02.2017 - Current
Customer Service
Party Fair
04.2015 - 02.2017
Security Guard
Allied Barton
06.2013 - 09.2014
Loss Prevention
Boscov’s Department Store
09.2011 - 06.2012
Customer Service
CVS Pharmacy
02.2010 - 07.2011
Waitress
Rainbow Diner
02.2009 - 07.2009
Role Player
Goldbelt Falcon/Akima
10.2008 - 10.2009
Cashier/Counter person
Jenkinson’s Boardwalk
03.2003 - 08.2008
High School -
Brick Memorial High School
Some College (No Degree) -
Ocean County College