Heather Franco
Culver City,CA
Summary
Skilled in call center operations and computer proficiency, I excelled at Sony Studios by enhancing customer service and streamlining security processes. My active listening and effective coordination improved client satisfaction and operational efficiency. Trained new staff, showcasing leadership and a commitment to excellence.
Overview
9
9
years of professional experience
Work History
Studio Service Center Representative
Sony Studios
Culver City, CA
01.2021 - Current
- Providing superior customer service to all visitors and employees.
- Remaining alert and focused.
- Greeting and assisting visitors and employees.
- Processing visitor pass requests through the Visitor Management System.
- Processing badge requests (local and global) through IDM and OnGuard.
- Processing parking decal requests using SharePoint.
- Terminating badges based on requests and the Daily SPE User Termination Report (OnGuard).
- Confirming access concerns with Sony's points of contact.
- Communicating with the GSOC (Global Security Operations Center)
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Process badge ID replacements.
- Dispatching Security Officer on Via Track Tik.
- Assisting the parking manager with vehicle storage payments.
- Responsible for all the card readers on the lot in the Alarm Monitoring System.
- Responsible for verifying in Archibus for restricted building access for employees.
- Assisting the gates to verify the guests and/or employees.
- Verifying vaccine status for all returning employees.
- Entering work order requests.
- Calling or emailing internal traits, if needed, to look further.
- Entering badges on Via ServiceNow.
- Booking Conference Rooms and Meeting Setup.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs
- Trained new staff members on proper customer service protocols.
- Onboarding production employees through the Workday Portal
- Updated calendars and scheduled appointments for the Relocations team
Security Service Center Representative
Allied Universal
Culver City, CA
01.2018 - 12.2021
- Providing superior customer service to all visitors and employees
- Remaining alert and focused
- Greeting and assisting visitors and employees
- Processing visitor pass requests through the Visitor Management System
- Processing badge requests (local and global) through IDM and OnGuard
- Processing parking decal requests using SharePoint
- Terminating badges based on requests and the Daily SPE User Termination Report (OnGuard
- Confirming access concerns with Sony points of contact
- Communicating with the GSOC(Global Security Operations Center)
- Answering all phone calls
- Process vehicle storage forms and badge ID replacements
- Assigning tasks in Helius
- Responsible for all the card readers on the lot in Alarm Monitoring System
- Responsible on verifying in Archibus for Restricted Building Access to employees
- Assisting the gates to verify the guests and/or employee
Security Level 2 Officer
Andrews International
Culver City, CA
01.2017 - 12.2017
- Conducting a post check to ensure all equipment is functioning properly
- Locking and unlocking turnstiles and other entry points at appropriate times
- Processing guests through Right Crowd and monitoring visitor traffic
- Keeping a working knowledge of current productions, staff and executives
- Remaining alert and focused at the entrance gate
- Processing visitor passes requests and casting sheets
Security Officer
Andrews International
Culver City, CA
01.2016 - 12.2016
- Secure premises and personnel by patrolling property
- Monitor surveillance equipment
- Inspecting buildings, equipment, and access points
- Permitting entry to visitors and employees
Education
High School Diploma -
John H. Francis Polytechnic High School
Sun Valley, CA06.2016
Skills
- Active listening
- Email management
- Call center operations
- Microsoft outlook
- Call center experience
- Appointment scheduling
- Computer proficiency
Accomplishments
- Social Science Award, 06/01/16
- Andrews International Letter of Commendation, 01/01/17
- Andrews International Letter of Commendation, 01/01/18
Languages
English
Professional
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Studio Service Center Representative
Sony Studios
01.2021 - Current
Security Service Center Representative
Allied Universal
01.2018 - 12.2021
Security Level 2 Officer
Andrews International
01.2017 - 12.2017
Security Officer
Andrews International
01.2016 - 12.2016
High School Diploma -
John H. Francis Polytechnic High School
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