Jolette Bowman
Bluffdale,UT
Summary
Results-driven Senior Lead at Blue Eye Monitoring with a strong focus on security protocols and critical thinking, achieving marked improvements in surveillance efficiency and team performance. Recognized for enhancing service standards while building customer relationships at Marriott Vacations Worldwide Corp. Demonstrates operational excellence and a commitment to team training, leading to high levels of security and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Senior Lead, Investigations and Surveillance
Blue Eye Monitoring
Salt Lake City, UT
02.2021 - Current
- Documented daily observations and reported any irregularities to the appropriate authorities.
- Submitted highly detailed surveillance reports to professionals, carefully documenting all activity during shift.
- Reviewed video surveillance footage to identify individuals and support investigations.
- Monitored facility activities in multiple areas using CCTV cameras, video recorders and computers.
- Provided assistance during emergency situations such as fire alarms, medical emergencies.
- Trained surveillance observers to operate equipment and monitor activity.
- Leveraged strong interpersonal and communication skills to interact successfully with management, peers and patrons.
- Utilized advanced video recording systems to capture footage of criminal activity.
- Responded promptly to requests for additional information regarding a particular incident or event captured on camera.
- Adhered strictly to established policies and procedures pertaining to privacy rights and protection of confidential information.
- Maintained professional and respectful demeanor, even in situations of extreme stress, remaining alert, focused and effective to carry out security-related missions.
- Coordinated with other departments within the company to ensure that proper protocols are being followed when it comes to security measures.
Operations Manager, Customer Experience
Marriott Vacations Worldwide Corp
Salt Lake City , UT
02.2011 - 01.2025
- Managed day-to-day operations of the customer service team, including hiring, training and coaching employees.
- Mitigated business risks by working closely with staff members and assessing performance.
- Created detailed reports on operational performance metrics such as call volume, average wait time and first contact resolution rate.
- Monitored customer service performance metrics and set goals to improve response times and satisfaction levels.
- Conducted regular performance reviews and evaluations for customer service staff in order to identify areas for improvement.
- Prepared staff work schedules and assigned team members to specific duties.
- Worked closely with other departments such as marketing, sales, product and multiple process development and finance to ensure alignment on company goals and objectives related to customer satisfaction.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Developed training materials and manuals for customer service staff to improve knowledge and skills.
- Created a positive work environment that fosters team collaboration and a customer-centric culture.
- Delegated work to staff, setting priorities and goals.
Education
BBA - Hospitality, Hotel Management/Admin.
Brigham Young University, Hawaii Campus
Laie, HI 04-1991
High School Diploma -
Nanakuli High And Intermediate School
Nanakuli, HI05-1986
Skills
- Security protocols
- Support documentation composition
- Scheduling coordination
- Budget planning
- Change management
- Operations monitoring
- Deadline oriented
- Problem-solving
- Customer rapport
- Operation Monitoring
- Attention to detail
- Relationship building
- Team Training
- Critical Thinking
- Quality Control
Accomplishments
- Team Leader, 2013 for Starwood Vacations Ownership. I am the only leader that accomplished this achievement as an interim supervisor.
- Star Performer; Manager: 2021 for Marriott Vacations Ownership. I am the first manager to achieve this award from Vistana Signature Expriences post company acquisition by MVW in 2018.
References
References available upon request.
Timeline
Senior Lead, Investigations and Surveillance
Blue Eye Monitoring
02.2021 - Current
Operations Manager, Customer Experience
Marriott Vacations Worldwide Corp
02.2011 - 01.2025
BBA - Hospitality, Hotel Management/Admin.
Brigham Young University, Hawaii Campus
High School Diploma -
Nanakuli High And Intermediate School