Iliana Michel
Miami,United States
Summary
Security professional with thorough understanding of implementing and maintaining security protocols. Known for reliability, flexibility in adapting to dynamic environments, and strong focus on collaborative efforts to achieve results. Adept in surveillance, incident response, and conflict resolution, bringing balanced approach to team alignment and operational efficiency.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Security Officer
CSJ Security Enforcement
07.2025 - 10.2025
- Monitored premises to ensure safety and security of staff and visitors.
- Responded to incidents and maintained detailed reports for management review.
- Conducted regular patrols to identify potential security risks and vulnerabilities.
- Trained new security personnel on protocols and emergency response procedures.
- Collaborated with law enforcement during investigations and emergencies.
- Developed incident response strategies to enhance overall site security efficiency.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Quality Assurance Team Lead
Enhance Health
05.2022 - 06.2022
- Prepared reports to dispense information for product teams and compile information supporting long-term company development and success.
- Mentored and trained QA team members on best practices and methodologies.
- Facilitated regular audits to ensure adherence to industry regulations and standards.
- Coached and motivated QA team members to develop competencies.
- Enhanced customer satisfaction levels by consistently delivering high-quality products in line with client requirements.
Customer Service Representative
DentaQuest
05.2011 - 04.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Representative
Humana
02.1999 - 06.2008
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Miami Edison Senior High School
Miami, FL06.1998
Skills
- CCTV Footage
- Microsoft Word
- Excel
- MS Shift
- HotSOS
- Keywatcher
- Powerpoint
Certification
CPR Certified
Class G License Certified
Class D License Certified
Conceal License To Carry
Languages
Creole
Native or Bilingual
Timeline
Security Officer
CSJ Security Enforcement
07.2025 - 10.2025
Quality Assurance Team Lead
Enhance Health
05.2022 - 06.2022
Customer Service Representative
DentaQuest
05.2011 - 04.2022
Customer Service Representative
Humana
02.1999 - 06.2008
High School Diploma -
Miami Edison Senior High School