Summary
Overview
Work History
Education
Skills
References
Timeline
AssistantManager

Marchella Williams

Retail Buyer
Las Vegas,NV

Summary

Highly experienced and motivated individual with great observation, analytical, communication, and problem solving skills and 10+ years of regulation enforcement experience looking for a remote mid-level client services position. Knowledgeable and dedicated customer service professional with extensive experience in law case consultation. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Remote Customer Service Case Consultant

Morgan and Morgan Law Firm
01.2021 - 11.2023
  • Conduct consultations to potential clients calling into the firm and determine if we are able to help the client
  • Collect and input adequate data regarding prospective cases
  • Expedited document preparation processes by utilizing advanced software tools for maximum efficiency in the workplace.
  • Interviewed clients to obtain information relevant to cases.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Schedule appointments for call backs to potential clients
  • Maintain a high level of retainers each month at 60-80 each month
  • Reduced client wait times by promptly drafting and reviewing legal documents, including contracts and agreements.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Streamlined case management by implementing efficient organizational systems and tracking deadlines.

Armed Transit Field Training Security Officer

Allied Universal Security Services
01.2018 - 01.2020
  • Interacted with public to give directions, explain rules and regulations and respond to inquiries
  • Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions
  • Safeguarded transportation operations at commercial airports and railway stations
  • Engaged in casual conversations with individuals to assess and analyze behaviors
  • Responded quickly to incidents and assessed active situations for security concerns
  • Supported criminal investigations by collaborating fully with local law enforcement representatives
  • Completed full building and grounds patrols every hour to spot and investigate concerns
  • Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas
  • Reduced vandalism and criminal activity by keeping close eye on premises through personal checks and CCTV monitoring
  • Provided basic first aid and CPR to individuals in need of medical care until the arrival of emergency medical personnel
  • Performed hourly patrols of building areas, parking lots and facility grounds
  • Circulated among visitors, patrons and employees to preserve order and protect property
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
  • Directed field training to enhance participants' skills
  • Coordinated and conducted various training, such as firearms, report writing, and physical fitness.

Door Security and Barback

Diag Bar & Grill
01.2017 - 01.2018
  • Door Security: Ensured safe and secure environment for all co-workers and customers
  • Responsible for ensuring all patrons were over 21 years old
  • Enforce regulations for the facility in regards to the premises, personnel, and visitors
  • Prepare detailed incident reports on any and all accidents
  • Used problem-solving skills to handle disagreements
  • Escorted non-compliant patrons out of the establishment
  • Maintained clean and orderly areas and complete other general cleaning duties
  • Barback & Food Runner: Responsible for keeping bartenders supplied with ice, mixers, liquor, and beer as well as clean glassware
  • Ensured that the inventory of the drinks at the bar is well stocked
  • Assisted the bartenders during the rushes by serving drinks
  • Provided prompt, efficient, friendly, and quality service at all times
  • Managed closing duties, including cleaning the entire bar and patio areas
  • Efficiently and continuously re-stock bartender serving stations with liquor, ice, fruit, straws, and napkins as necessary
  • Execute weekly inventory of liquor, beer, wine, and other bar supplies
  • Served food and drinks to customers in the restaurant and patio areas
  • Replaced empty beer kegs using safe lifting techniques and assisted with preparing garnish for drinks
  • Bus tables and wash dishes when necessary.

Armed Security

Reliance Security
01.2015 - 01.2017
  • Patrol industrial and commercial premises to prevent and detect signs of intrusion
  • Escort motor vehicles, transporting personnel to specified locations
  • Monitors and authorizes entrance and departure of employees, visitors, and other personnel
  • Approach identified suspicious persons and inquire into their business on the premises
  • Operates detection devices to screen individuals and prevent passage of prohibited articles/contraband into restricted areas
  • Maintained a courteous and professional demeanor while interacting with clients
  • Certified and approved by the Illinois Department of Professional Regulations as an Armed Guard.

Inventory Associate/Inventory Counter

WIS International
01.2015 - 01.2016
  • Maintained accurate inventory counts for assigned categories
  • Documented the inventory received in the computer while comparing the arriving shipment
  • Kept a clean and organized work environment keeping all tools and equipment used in their place
  • Accurately and efficiently scanned merchandise for multiple retail stores
  • Report and settle disputes of inventory after count is performed.

Door Security/Bouncer

Ultra Lounge
01.2012 - 01.2013
  • Checked personal identification for authenticity and prevented entrance of minors
  • Ensured the safety of all patrons by regulating who came in and out of the lounge
  • Respond promptly and peaceably disband confrontations in high-pressure situations
  • Prepared routine and standardized reports when incidents occurred
  • Secured building at closing and logged out all visitors
  • Communicated with team members to ensure safety rules and procedures
  • Maintain a safe and secure environment for all patrons and employees by monitoring all lounge activity.

Education

Criminal Justice -

Westwood College
06.2012

General Education -

Triton College
06.2009

Diploma -

Oak Park and River Forest High School
06.2007

Skills

  • Complaint Handling
  • Call Center Experience
  • Patience Maintenance
  • Effective Communication
  • Multitasking Abilities
  • Problem Solving
  • Interpersonal Skills
  • Decision Making
  • Technical Support
  • Data Entry
  • Project Management Abilities

References

References available upon request.

Timeline

Remote Customer Service Case Consultant

Morgan and Morgan Law Firm
01.2021 - 11.2023

Armed Transit Field Training Security Officer

Allied Universal Security Services
01.2018 - 01.2020

Door Security and Barback

Diag Bar & Grill
01.2017 - 01.2018

Armed Security

Reliance Security
01.2015 - 01.2017

Inventory Associate/Inventory Counter

WIS International
01.2015 - 01.2016

Door Security/Bouncer

Ultra Lounge
01.2012 - 01.2013

Criminal Justice -

Westwood College

General Education -

Triton College

Diploma -

Oak Park and River Forest High School

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