Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

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, NJ
01.2008

Some College (No Degree) -

Ocean County College
Toms River, NJ

Skills

  • 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
Erika Guillen