Jerry Mitchell-Suren
Chicago,IL
Summary
I am an organized, detail-oriented, and conscientious Armed Security Officer with the ability to strategize and prioritize effectively, enabling me to accomplish multiple tasks while remaining calm under pressure. My expertise lies in performing manual tasks and following instructions to assist in smoothing out procedures. As a highly proficient customer service associate, I have an 85% customer satisfaction rating, which is 15% above the company average. My specialization in armed security services allows me to research complicated cases and provide better service, ensuring a safe work environment. I remain calm and courteous even in situations where customers are upset, and I am conversational in Spanish. Additionally, I played a key role in developing a more efficient method for handling customer queries with a team of six.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Armed Security Officer
IRON HORSE TOOLS, LLC
Chicago, IL
03.2022 - Current
- Focused professional protection and surveillance of people, property, information and premises using personal observation and electronic techniques
- Maintain situational awareness, assess risk and scrutinize merchandise control
- Provide a high level of Customer Service, acting as 'ambassador' for the Company
- Greet and/or acknowledge each client or potential client upon entering; thank them when exiting
- Appropriate communication with employees, tenants and visitors to promote smooth security service provision and individual compliance with protocols
- Identify risks
- Strict personal adherence to Company policies, security standards, and operational protocols
- Monitor, document and enforce procedural rules and regulations
- Patrol, secure and inspect facilities; internal and external
- Deterrence of, and actively stopping unauthorized activity
- Analysis of problems and completion of formal investigations
- Maintain logs, records and reports of occurrences; use computer terminals to input and retrieve data
- Respond to alarms when required
- Complete security related projects and assignments to acceptable standards, on schedule
- Key control
- Ensure proper functioning of equipment
- Deter and prevent unauthorized activity
- Analyze problems and complete investigations, properly documented, as directed
- Ability to work well within teams
- Assist with the opening and closing of facilities
- Handles other duties as required
- Assume overall responsibility for the safety and security of designated areas
- Patrol designated areas in accordance with outlined security procedures
- Identify potential security risks and respond accordingly
- Complete incident reports and required documentation for all security incidents
- Respond to emergencies and incidents within designated areas promptly and according to policy
- Assist employees and visitors with any concerns they might have
- Escalate emergency situations to law enforcement as needed
- Monitor alarms and security cameras.
- Investigated reported incidents such as theft, vandalism, trespassing.
- Conducted security checks on personnel entering and exiting the premises.
- Maintained logs of all security-related incidents and submitted reports regularly to supervisor.
- Patrolled assigned areas to detect suspicious activities and persons.
- Conducted regular patrols of the facility grounds using both vehicle and foot patrol methods.
- Maintained safety of residents by conducting foot patrols, monitoring vehicle traffic and identifying unauthorized persons or vehicles on premises.
- Performed daily inspections of security equipment such as gates, locks, alarm systems, and radios, ensuring that they were operating properly.
- Provided assistance to law enforcement agencies in apprehending suspects when necessary.
- Wrote reports outlining thefts, unauthorized access violations or other unusual occurrences to help support later criminal or civil actions.
- Responded quickly and appropriately to emergency situations, including medical emergencies, fire alarms, bomb threats.
- Adhered to company policies regarding access control procedures for visitors and guests and contractors.
- Followed established protocol for responding to alarms or other emergency situations.
- Participated in training exercises related to emergency response protocols.
- Monitored building access and identified all officials and employees before authorizing entrance.
- Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
- Investigated reported incidents to protect company assets.
- Interacted with customers in a professional manner while providing directions or responding to inquiries.
- Monitored surveillance cameras to detect any criminal activity or violations of policy.
- Maintained order and safety while providing customer service and information to facility visitors.
- Provided escorts for authorized personnel entering restricted areas within the facility.
- Communicated effectively with team members while coordinating efforts during shifts.
- Patrolled large commercial facility on irregular schedule to look for suspicious activities.
- Tracked vehicles on premises, including license plate numbers.
- Protected entrances by scanning individuals and bags via manual checks or x-ray machinery.
- Assisted in the development of new security protocols based on changes in technology or environment.
- Assisted in maintaining order during large events or gatherings.
- Evaluated credentials of personnel and provided temporary badges to visitors.
- Completed daily building and grounds patrols.
- Performed routine maintenance tasks such as checking doors and windows for proper locking mechanisms and replacing light bulbs as needed.
- Enforced safety regulations by monitoring hazardous materials and issuing warnings when needed.
- Inspected equipment for proper functioning and responded to malfunctioning systems accordingly.
- Provided friendly and professional assistance to employees, visitors and customers.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
- Maintained high levels of alertness throughout shifts.
- Maintained calm composure during emergencies while communicating with local law enforcement and emergency response services.
- Warned violators of rule infractions and escorted unauthorized persons off premises.
- Monitored building and property entrances and exits to detect intrusions and protect assets.
Department Manager
Binnys Beverage Depot
Chicago, IL
08.2021 - 03.2023
- Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
- Handled shift overstock, restocking and inventory control.
- Maintained up-to-date records of inventory levels for efficient ordering and stocking purposes.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Followed safety protocols and company processes and procedures.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Worked closely with sales associates to complete tasks.
- Performed opening and closing duties as part of management team and handled cash management.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Monitored daily sales figures to track trends in customer buying behavior.
Customer Service Representative
Family Dollar
Riverdale, IL
11.2018 - 08.2020
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention
- Training, Stocking, lifting 50 boxes or more with shipment above 2,400 items
- Sometimes completing the task twice in a day totaling 3,300 items in one day.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Improved customer service wait times to mitigate complaints.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Mentored new employees on procedures and policies to maximize team performance.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Warehouse Worker
Carl Buddig & Company
South Holland, IL
06.2017 - 11.2018
- Pack fresh and frozen meat products while working in cold temperatures at 40 degrees
- The job requires standing for 8-9 hours a day and the ability to lift up to 50 lbs
- You must also be comfortable working in a fast-paced environment, and be willing to work overtime and weekends as necessary
- It's important to be able to effectively follow work instructions, assist in changeovers, and ensure conformance to specifications
- You will need to be able to read and understand written instructions, perform frequent lifting, bending, and standing for extended periods
- Before starting the job, you will need to successfully complete a pre-employment physical, drug screen and background check
- Your responsibilities will also include loading and unloading items from machines, carts, and dollies while maintaining a safe and clean work environment, adhering to Good Manufacturing Practices (GMP's), and contributing to the team effort by accomplishing results as needed
- Other duties may also be assigned.
Education
High school diploma -
Bloom Trail High School
22331 Cottage Grove Ave06.2017
Some College (No Degree) - Criminal Justice
South Suburban College
15800 State StSkills
- Sales
- Customer Service
- Upselling
- Computer Operation
- Packaging
- Load & Unload
- Heavy Lifting
- Manufacturing
- Security
- Emergency management
- First aid
- Surveillance
- Patrolling
- Critical Thinking
- Defensive Strategies
- Search and Seizure
- Staff Monitoring
- Grounds Patrols
- Law Enforcement Support
- Investigative Skills
- Report Writing
- Incident Documentation
- Surveillance Monitoring
- Vehicle Patrol
- Public Safety
- Staff Assistance
- First Responder Experience
- Crowd Control
- Radio Communication
- Arrest Procedures
- Physical Fitness
- Evidence Storage
- Guest Relations
- Firearms Proficiency
- Access Control
- Intelligence Gathering
- Safety Control
- Alarm Response
- Conflict De-Escalation
- Background Checks
- Crime Prevention
- Evidence Preservation
- Tactical Training
- Injury Prevention
- Patrol Procedures
- Emergency Response
- De-Escalation Techniques
- Defensive Tactics
- Computer Skills
- Equipment Inspection
- Information Security
- Security Planning
Certification
PERC Card,
Firearm Control Card
(FOID CARD) IL
(USCCA)
(TAN CARD)
Additional Information
I Obtained Insurance for firearm.
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
- Spanish, Expert
- English, Fluent
Awards
Leadership
Languages
Spanish
Native/ Bilingual
English
Full Professional
Accomplishments
- Employee of the month 2 years in a row
- President award of merit
- Certificate of completion for fire arm safety training (20 hours)
- Certificate of Completion for Conceal and Carry
- Certificate of Completion of PERC (20 hours)
Affiliations
I have been involved in several meaningful community service projects. For instance, I have dedicated my time and resources to support the local food pantry where we provide food and other necessities to the less fortunate members of the society. Additionally, I have been an active participant in the Sinai Mentoring program, where I offer guidance and mentorship to young people in need.
Another community service project I am proud to have been a part of is the greenhouse project in Saul Village, IL. Through this project, we promote sustainable food production and provide fresh produce to the local community. Lastly, I have volunteered at a recreational center where I mentor and guide elementary school students to develop their skills and talents. Community service at the food pantry
Sinai Mentoring program
Greenhouse project gardening for the community of Sauk Village IL
recreational center volunteer for elementary student
Timeline
Armed Security Officer
IRON HORSE TOOLS, LLC
03.2022 - Current
Department Manager
Binnys Beverage Depot
08.2021 - 03.2023
Customer Service Representative
Family Dollar
11.2018 - 08.2020
Warehouse Worker
Carl Buddig & Company
06.2017 - 11.2018
High school diploma -
Bloom Trail High School
Some College (No Degree) - Criminal Justice
South Suburban College
PERC Card,
Firearm Control Card
(FOID CARD) IL
(USCCA)
(TAN CARD)
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