Imani Fernandes
Norton,MA
Summary
Security professional with proven track record in transportation security, adept at safeguarding passenger and cargo safety. Known for fostering teamwork and achieving operational efficiency, adaptable to dynamic environments. Proficient in threat assessment and regulatory compliance, dependable and flexible in meeting security needs.
Experienced with providing tailored mentorship to individuals, helping them achieve personal and professional milestones. Utilizes effective communication and empathy to build trust and encourage development. Knowledge of leadership and conflict resolution techniques ensures productive and supportive mentoring relationships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Transportation Security Officer
Department of Homeland Security
11.2017 - Current
- Conduct screening of passengers, and baggage, to ensure compliance with Transportation Security Administration (TSA) regulations.
- Also operates security equipment such as x-ray machines and hand wands and AIT body scanner at screening checkpoints.
- Enhanced passenger safety by conducting thorough security screenings and inspections of luggage, vehicles, and individuals.
- Assisted passengers with special needs or disabilities during the security screening process, ensuring their comfort and dignity were maintained at all times.
- Detected potential threats by utilizing advanced screening technology, such as X-ray machines and metal detectors.
- Completed extensive training in emergency response protocols related to fire safety and hazardous material handling
- Responded to emergency situations with professionalism and efficiency, ensuring the safety of passengers and staff.
- Stayed current on evolving security protocols by participating in ongoing training programs and workshops regularly.
- Maintained a high level of situational awareness during peak travel times, enabling quick response to potential issues.
- Enhanced mentee performance by providing personalized guidance and support.
- Served as role model for mentees by demonstrating strong values and ethical standards.
- Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Monitored mentee performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
- Assisted mentees in setting achievable goals and creating realistic action plans for personal and professional growth.
- Promoted positive relationships between mentees and other peers and adults to encourage social resilience and connection.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
CSR/Cashier
Upper Crust Pizzeria
01.2015 - Current
- Open the store at the beginning of the day close the store at the end of the day make deposits for company at the end of the night also provide promoting services, improving customer satisfaction, answering to inquiries, reporting to the restaurant's manager, and greeting customers.
Customer Service Associate
Sephora
01.2016 - 01.2017
- Answered customers' questions and addressed problems and complaints.
- Offered exceptional customer service to differentiate and promote the company brand.
- Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
Bank Teller
Crescent Credit Union
05.2015 - 10.2015
- Provides account services to customers by receiving deposits and loan payments; cashing checks; issuing savings withdrawals; recording night and mail deposits; selling cashier's checks, traveler's checks, and series e bonds; answering questions in person or on telephone; referring to other bank services.
- Skills Used: costumer service, Math organization, use of computer
Cashier and Customer Service
Shaws
04.2013 - 04.2015
- Deliver prompt and professional solutions for customer inquires.
- Research, prioritize and resolve customer issues in timely and accurate fashion.
- Maintain documentation of customer inquiries and responses for future reference.
- Direct or route customer calls to appropriate personnel for assistance.
- Handle dissatisfied customers in a polite and professional fashion.
- Track and follow-up all customer requests in a timely manner.
- Maintain broad knowledge of all company products, services and promotions.
- Identify and implement new process plan to improve customer support service.
- Manage large volume of customer calls in friendly and courtesy manner.
- Provide outstanding and exceptional customer service.
- Greet and address customers in a friendly and respectful way.
- Maintain procedures and processes for first level problem determination.
- Work with product and sales teams to address and resolve customer issues efficiently.
- Return customer calls in a timely manner to ensure customer satisfaction.
- Accomplishments: Position promotion to CSR
Education
Some college -
High school diploma or GED -
Skills
- Accomplished communicator
- Conflict mediation
- Leadership
- Motivation
- Product knowledge
- Organizational skills
- Multitasking
- Customer service
- Group and individual instruction
- Team bonding
Education
Some college, High school diploma or GED
Certification
X-ray Operator, 01/01/18
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Transportation Security Officer
Department of Homeland Security
11.2017 - Current
Customer Service Associate
Sephora
01.2016 - 01.2017
Bank Teller
Crescent Credit Union
05.2015 - 10.2015
CSR/Cashier
Upper Crust Pizzeria
01.2015 - Current
Cashier and Customer Service
Shaws
04.2013 - 04.2015
High school diploma or GED -
Some college -
Similar Profiles
Ahmad PringleAhmad Pringle
Intern at Department of Homeland Security (Homeland Security Investigations)Intern at Department of Homeland Security (Homeland Security Investigations)
Jennifer WendlingJennifer Wendling
IT Cybersecurity Specialist & Program Manager at Department of Homeland Security (DHS) | Cybersecurity and Infrastructure Security Agency (CISA) | Cybersecurity Division (CSD)IT Cybersecurity Specialist & Program Manager at Department of Homeland Security (DHS) | Cybersecurity and Infrastructure Security Agency (CISA) | Cybersecurity Division (CSD)
Scott WigginsScott Wiggins
Branch Chief, Emergency Communications Division at Cybersecurity and Infrastructure Security Agency (CISA), U.S. Department of Homeland SecurityBranch Chief, Emergency Communications Division at Cybersecurity and Infrastructure Security Agency (CISA), U.S. Department of Homeland Security
Kavery Latrease GoldenKavery Latrease Golden
Senior Correspondence Analyst at Department of Homeland Security (DHS), Cybersecurity and Infrastructure Security Agency (CISA)Senior Correspondence Analyst at Department of Homeland Security (DHS), Cybersecurity and Infrastructure Security Agency (CISA)
Debora Coelho ButlerDebora Coelho Butler
Assistant Teacher at Cotton Candy DaycareAssistant Teacher at Cotton Candy Daycare