Janie Henson
Cleveland,TN
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Unarmed Security Guard
Securitas Security Services USA/Olin Chemical Company
09.2023 - Current
- Monitored facility access to ensure safety and security compliance.
- Conducted regular patrols to detect and report potential security breaches.
- Responded promptly to alarms and emergency situations, coordinating with local authorities.
- Trained new security personnel on protocols, procedures, and emergency response techniques.
USPS Mail Carrier
United States Postal Service, USPS
05.2023 - 05.2024
- Delivered mail and packages efficiently to residential and commercial routes.
- Managed daily route logistics to ensure timely deliveries and adherence to schedules.
- Maintained accurate records of deliveries, pickups, and customer interactions.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
Special Education Paraprofessional
Polk County Schools
10.2018 - 02.2023
- Helping the special education teacher in any duties assigned, working with special needs children.
- Assisted teachers in implementing individualized education plans for students with diverse learning needs.
- Supported classroom management by fostering a positive and inclusive learning environment.
Substitute Teacher
Polk County Schools
10.2013 - 02.2023
- Overseeing children from Pre-K to 5th grade, following instructions and plans left by the teacher I am filling in for.
- Implemented lesson plans to facilitate learning in diverse classroom settings.
- Maintained classroom management to ensure a focused and productive environment.
911 Telecommunicator
Whitfield county 911
06.2006 - 12.2010
- Receiving and dispatching emergency and non emergency calls via telephone and dispatching to the appropriate agency. There is a lot of communication with the public.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
911 Dispatcher
POLK COUNTY SHERIFF'S OFFICE
01.2000 - 05.2010
- Receiving and dispatching emergency and non emergency calls via telephone and dispatching to the appropriate agency. There is a lot of communication with the public.
- Responded to emergency calls, assessing situations and prioritizing response actions.
- Coordinated communication between first responders and dispatchers in high-pressure environments.
- Utilized advanced computer-aided dispatch systems to log incidents and track units in real-time.
- Mentored junior dispatchers on protocol adherence and effective communication techniques.
- Developed training materials for new hires, enhancing onboarding efficiency and retention of critical information.
- Collaborated with law enforcement agencies to streamline interdepartmental communication during emergencies.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
Customer Service Representative
Mohawk Industries
04.2005 - 05.2006
- Receiving calls from businesses around the country taking orders via computer and phone for flooring needs.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Processed orders and returns accurately, ensuring timely fulfillment.
911 Telecommunicator
Fannin County 911
03.2000 - 04.2005
- Receiving and dispatching emergency and non emergency calls via telephone and dispatching to the appropriate agency. There is a lot of communication with the public.
- Operated multi-line phone systems to efficiently receive and dispatch emergency calls.
- Coordinated communication between emergency responders and callers during high-pressure situations.
- Monitored radio channels to ensure timely response from law enforcement and medical teams.
- Maintained accurate records of calls, incidents, and responses for reporting purposes.
- Provided critical information to first responders, enhancing situational awareness during emergencies.
- Trained new telecommunicators on protocols, software systems, and emergency response procedures.
Education
High School Diploma -
Polk County High School
Benton, TN09.1993
Skills
- Organizational Skill
- Patrolling techniques
- Report writing
- Property patrol
- Security equipment operation
- CCTV monitoring
- Maintaining confidentiality
- Incident reporting
- Security inspection
- Employee assistance
- Customer service
- Works Well Under Pressure
- Critical thinking
- Active listening
- Computer skills
- Typing speed
- Information gathering
- Data entry
- Verbal communication
- File organization
- Professionalism and etiquette
- Facility security
- SAP
- LTD portal
Certification
Driver's License
Timeline
Unarmed Security Guard
Securitas Security Services USA/Olin Chemical Company
09.2023 - Current
USPS Mail Carrier
United States Postal Service, USPS
05.2023 - 05.2024
Special Education Paraprofessional
Polk County Schools
10.2018 - 02.2023
Substitute Teacher
Polk County Schools
10.2013 - 02.2023
911 Telecommunicator
Whitfield county 911
06.2006 - 12.2010
Customer Service Representative
Mohawk Industries
04.2005 - 05.2006
911 Telecommunicator
Fannin County 911
03.2000 - 04.2005
911 Dispatcher
POLK COUNTY SHERIFF'S OFFICE
01.2000 - 05.2010
High School Diploma -
Polk County High School