Jiana Wainwright
Coppell,TX
Summary
Dynamic and results-driven call center professional with extensive experience at Siemens and ADT, excelling in customer service and problem-solving. Thrives in high volume environments. Proven ability to manage emergency alarm monitoring, verify signals and dispatch the correct authorities with precision. Adept at navigating multiple systems to ensure rapid, effective response and resolution.
Overview
9
9
years of professional experience
Work History
Call Center Representative/Monitoring/Dispatcher
Siemens
08.2023 - 08.2025
- Managed high call volumes while providing exceptional customer support.
- Monitored security alarm systems and surveillance equipment in real time.
- Responded promptly to alarm activations by verifying, documenting and escalating according to company procedures.
- Coordinated with emergency responders (police, fire department, EMS) as needed.
- Maintained accurate logs and reports of all alarm events and responses.
- Communicated with clients regarding system issues, false alarms, or technical concerns.
- Followed protocols to handle alarms, emergency situations, and system malfunctions.
- Supported other team members and security personnel as needed.
- Monitored video surveillance systems regularly to identify any unusual activity or potential threats within the facility's premises.
- Collaborated with other departments to resolve cross-functional issues affecting customer experience positively.
- Met customer call guidelines for service levels, handle time and productivity.
Account Manager
The Rowley Company
01.2022 - 08.2023
- Managed and processed custom product and service orders (e.g., furniture,window treatments, finishes)
- Worked closely with interior designers, vendors, and clients to confirm specifications, pricing, and delivery timelines.
- Tracked orders and proactively updated clients and team members on order status or changes.
- Reviewed product customizations for accuracy and feasibility prior to processing.
- Maintained accurate documentation for all custom service transactions and project records.
- Generated accurate quotes and invoices for products and services based on approved estimates.
- Processed payments (credit cards, checks,ACH, etc) and ensured timely and secure transaction handling.
Alarm Monitoring/Call Center Representative
ADT
08.2016 - 03.2020
- Managed high volumes of inbound and outbound calls per day, providing prompt and effective customer support.
- Verified and responded to emergency signals for fire, medical and burglary alarms, dispatching the proper authorities according to standard operating procedures.
- Demonstrated critical thinking and swift decision making during high pressure situations to ensure the safety of customers property.
- Accurately documented all alarm handling procedures and communications within the monitoring system for thorough record keeping.
- Provided remote technical support and assistance to customers, troubleshooting system issues, educating on equipment use and escalating complex problems to technicians and/or service teams.
- Processed and documented incoming payments for services.
- Quoted pricing for after hours service technicians for emergency repairs and issues.
Education
Associate of Arts - Psychology
Radford University
Radford, VAAssociate of Arts - Psychology
CSU-Sacramento
Sacramento, CAAssociate of Arts - Early Childhood Education
American River College
Sacramento, CASkills
- Problem-solving skills
- Customer service
- Data entry proficiency
- Effective communication
- Goal-oriented mindset
- Multitasking
- Product knowledge
- Time management
- Patience and resilience
- Composure under pressure
- Attention to detail
Timeline
Call Center Representative/Monitoring/Dispatcher
Siemens
08.2023 - 08.2025
Account Manager
The Rowley Company
01.2022 - 08.2023
Alarm Monitoring/Call Center Representative
ADT
08.2016 - 03.2020
Associate of Arts - Psychology
Radford University
Associate of Arts - Psychology
CSU-Sacramento
Associate of Arts - Early Childhood Education
American River College
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