Jerod Wright
San Antonio,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Call Center Representative
Cascadia Global Security
San Antonio, TX
04.2023 - Current
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Behavioral Health Technician
Lifetime Recovery
San Antonio, TX
08.2023 - 03.2024
- Assessed patient behavior, reactions and responses to treatment plans.
- Monitored patient safety in all areas of the facility.
- Facilitated group therapy sessions with multiple patients.
- Provided crisis intervention services to patients in need.
- Advised clinical staff regarding appropriate interventions for behavioral issues.
- Observed patients' behaviors during recreational activities and outings.
- Engaged in regular communication with medical personnel regarding any changes in patient status or condition.
- Encouraged positive interactions between other Behavioral Health Technicians and clients and patients.
Security Field Supervisor
Cascadia Global Security
Austin, TX
10.2022 - 04.2023
- Supervise and coordinate security personnel activities to ensure the protection of personnel, property, and information.
- Enforce security policies and procedures in order to maintain a safe environment for staff and visitors.
- Develop emergency response plans to respond quickly and effectively in case of an incident.
- Investigate suspicious activity and document findings with detailed reports.
- Train new employees on proper security protocols, including access control systems, CCTV monitoring.
- Maintain accurate records of all incidents reported by security personnel.
- Recorded required data for incident reports and files.
- Secured premises and personnel by patrolling property and monitoring surveillance cameras.
Security Officer
Cascadia Global Security
Midland, TX
07.2021 - 10.2022
- Checked for safety hazards and took corrective action when necessary.
- Monitored surveillance cameras and responded to suspicious activity.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Investigated all reported incidents of theft or vandalism on premises.
- Enforced access control measures in accordance with established procedures.
- Responded to alarms and conducted investigations as required.
- Confirmed visitor identification prior to granting entry into the building.
- Assisted in the development and implementation of security policies and procedures.
Security Officer
Securitas Security Services USA
Midland, TX
08.2019 - 07.2021
- Checked for safety hazards and took corrective action when necessary.
- Monitored surveillance cameras and responded to suspicious activity.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Investigated all reported incidents of theft or vandalism on premises.
- Enforced access control measures in accordance with established procedures.
- Responded to alarms and conducted investigations as required.
- Confirmed visitor identification prior to granting entry into the building.
- Assisted in the development and implementation of security policies and procedures.
- Maintained accurate logs of all security related activities.
- Provided escorts for visitors as needed throughout the facility.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
- Inspected fire extinguishers to ensure they were properly charged and operational.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
- Assisted with crowd control during large events held at the facility.
- Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto premises.
- Adhered to post orders while maintaining a visible presence around the property.
- Operated communication systems between officers stationed throughout the facility.
Education
High School Diploma -
Iraan High School
Iraan, TX05-2015
Skills
- Customer Service
- Report Preparation
- Account updating
- Quality Assurance
- Data Entry
- Customer Relationship Management
- Complaint resolution
- Customer Support
- Call documentation skills
- Performance monitoring
- Training experience
- Interpersonal Skills
- Problem-solving skills
- Building rapport
- Documentation And Reporting
- Resolving issues
- Database Research
- Gathering information
- Analytical abilities
- Quality Control
- Verbal and written communication
Certification
- Level 2 non-commissioned Private physical security license and background
- First Aid/ CPR/ AED certified
- Customer Services background and experience.
- PPE and HSE awareness around the Oil and Gas industries (Private Security for a Petroleum Fraccing Company) ((Non-certified awareness))
References
References available upon request.
Timeline
Behavioral Health Technician
Lifetime Recovery
08.2023 - 03.2024
Call Center Representative
Cascadia Global Security
04.2023 - Current
Security Field Supervisor
Cascadia Global Security
10.2022 - 04.2023
Security Officer
Cascadia Global Security
07.2021 - 10.2022
Security Officer
Securitas Security Services USA
08.2019 - 07.2021
High School Diploma -
Iraan High School
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