Illaya Stephens
Brooklyn,New York
Summary
Accomplished and goal-driven professional offering more than 13 years of experience with customer service, product inventory, office administration, and security. Certifications: Building Performance (Energy Auditing). Green Building Science; G|PRO Fundamental + Operation and Maintenance; BSIS Guard Card Safety Certificates: 4 Hour Scaffolding Unit/4 Hour Flagger/30 Hour OSHA in Construction OSHA General Industry 10-hour Certification/New York State 8 & 16-hour Security Certificate Multi-talented, diligent, and enthusiastic professional with extensive skills and experience in security, customer service, working with the public, and maintenance.
Knowledgeable about maintaining organized inventories and handling custodial requirements of commercial building bathrooms, workspaces and customer areas. Experienced team player with strong service record, good organizational skills and productive approach to handling simultaneous tasks. Focused on always producing high-quality and professional results. Security-focused and diligent Guard skilled at protecting personnel and premises. Responds and acts appropriately to situational assessments, including criminal acts and fire and medical emergencies remaining alert, attentive and vigilant at all times. Anticipates trouble and takes steps to intervene and diffuse using keen eye for detail. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Environmental Worker
Safety Facility Services
12.2022 - 12.2023
- Cleaned all areas of multiple facilities throughout New York City, including hospitals, schools, and residential buildings
- Performed routine cleaning of patient rooms, nursing units, offices, clinical areas, waiting areas, lobbies, lounges, restrooms, and corridors; gathered and emptied trash from designated areas
- Mixed water and detergents in containers to prepare cleaning solutions according to specifications.
- Improved environmental awareness by conducting educational workshops and presentations for local communities.
- Reduced waste production through implementation of recycling programs and proper waste disposal methods.
Security Guard
Central California Private Security
03.2022 - 12.2022
- Provided concert security for high-profile performing artists to safeguard backstage access and safety
- Communicated with supervisors and co-workers throughout work shift verbally or electronically.
- Enhanced overall security by conducting thorough patrols and monitoring premises.
- Reduced incidences of theft by implementing effective access control measures.
Customer Service Representative
Navia Benefit Solutions
09.2021 - 02.2022
- Ensured all given claims followed applicable rules; collaborated with representatives to resolve issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information via phone and email, using research, analytical, and critical thinking skills to resolve questions or problems about medical benefit claimS.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
Hospital Housekeeping
Winston Staffing Inc.
02.2020 - 05.2021
- Improved patient satisfaction by maintaining a clean and comfortable hospital environment by performing routine cleaning of patient rooms, nursing units, offices, clinical areas, waiting areas, lobbies, lounges, restrooms, and corridor
- Enhanced infection control efforts through thorough disinfection of high-touch surfaces and patient rooms.
- Ensured compliance with safety regulations and protocols, minimizing accidents and hazards in workplace.
- Interacted with hospital staff, patients, and families to demonstrate good customer service techniques.
Pedestrian Safety Manager/Security Officer
Sam Schwartz Pedestrian Management
08.2017 - 12.2019
- Utilized communication with other employees to ensure they were in the proper position and aware of any site issues; communicated with supervisors and co-workers throughout the workday.
- Improved safety by diligently monitoring crosswalks and directing traffic throughout the day.
- Enhanced community relations by courteously interacting with pedestrians, and staff on a daily basis.
- Worked with superiors to develop optimal traffic routing and control plans for each site.
- Guided or controlled vehicular or pedestrian traffic at street and to ensure safety in traffic and in public areas including Barclays Center, JFK Airport, and large construction sites
Utility Worker (Seasonal)
New York City Department of Sanitation
02.2017 - 08.2017
- Cleaned building floors by sweeping, mopping, and scrubbing, gathered and emptied trash
- Followed procedures for the use of chemical cleaners and power equipment to prevent damage to floors.
- Improved service reliability by conducting routine maintenance and repairs on utility equipment.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Improved and serviced overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs in restrooms, offices, garages, grounds, lounges, and processing areas, restrooms, offices, garages, grounds, lounges, and processing areas
Roofer Assistant
L & M Contractors
08.2015 - 12.2016
- Located and repaired cracked tiles; helped secure equipment and tools before and after shifts.
- Aided roofers during the application or repair of roofing materials for residential buildings up to ten floors also weatherproofing buildings with quality installation of underlayment, insulation, and appropriate vent systems.
- Improved rooftop durability by assisting in the installation of various roofing materials such as asphalt shingles, metal panels, and rubber membranes.
- Enhanced project efficiency by maintaining a clean and organized work site, allowing for faster completion times.
- Assisted in the repair of damaged roofs by removing old materials and installing new ones to ensure structural integrity along with removing old roofing material and properly disposed of all debris to maintain clean, organized work sites.
- Removed old roofing material and properly disposed of all debris to maintain clean, organized work sites.
Education
Career Enhancement Training (Hybrid), Courses in customer service skills and principles, conflict resolution, problem solving-interpersonal communication, public speaking, time management, teamwork principles, and project-based learning. Computer literacy: Google Workspace, Google Docs, email, Internet, and remote learning Training in: OSHA 10 General Industry Certification/New York State 8- & 16-hour Security License -
The HOPE Program
Brooklyn, NYHigh School Diploma -
Brooklyn Comprehensive Night HS
Brooklyn, NYSkills
- Interpersonal: Highly- alert, observant, and safety-focused; prepared, meticulous, and persistent worker; able to work closely with supervision and co-workers and to follow instructions and procedures with precision Excellent and collaborative communication skills; able to gain confidence and respect of public; safely managed industrial tools and equipment; Ability to work long hours while standing
Chemical Handling
Threat Management
Electronic surveillance
Metal detector operation
Security Screenings
Waste Management
Quality Assurance
Complaint resolution
Paperwork Processing
Data Entry
- Electronic surveillance
- Metal detector operation
- Threat Management
- Security Screenings
Timeline
Environmental Worker
Safety Facility Services
12.2022 - 12.2023
Security Guard
Central California Private Security
03.2022 - 12.2022
Customer Service Representative
Navia Benefit Solutions
09.2021 - 02.2022
Hospital Housekeeping
Winston Staffing Inc.
02.2020 - 05.2021
Pedestrian Safety Manager/Security Officer
Sam Schwartz Pedestrian Management
08.2017 - 12.2019
Utility Worker (Seasonal)
New York City Department of Sanitation
02.2017 - 08.2017
Roofer Assistant
L & M Contractors
08.2015 - 12.2016
Career Enhancement Training (Hybrid), Courses in customer service skills and principles, conflict resolution, problem solving-interpersonal communication, public speaking, time management, teamwork principles, and project-based learning. Computer literacy: Google Workspace, Google Docs, email, Internet, and remote learning Training in: OSHA 10 General Industry Certification/New York State 8- & 16-hour Security License -
The HOPE Program
High School Diploma -
Brooklyn Comprehensive Night HS
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