Joslin Coleman
Troy,AL
Summary
Versatile Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Vigilant Security Officer known for high productivity and efficient task completion. Specialize in surveillance, risk assessment, and emergency response coordination. Excel in communication, teamwork, and adaptability, ensuring swift decision-making and effective problem-solving in critical situations. Committed to maintaining safety and security with focus on integrity and professionalism.
Overview
13
13
years of professional experience
Work History
Security Officer
Allied Universal Security Services
Montgomery, AL
07.2025 - Current
- Inspected fire extinguishers to ensure they were properly charged and operational.
- Provided assistance to other departments as needed such as deliveries from vendors or contractors.
- Monitored surveillance cameras and responded to suspicious activity.
- Assisted with crowd control during large events held at the facility.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Performed first aid and CPR when necessary during emergency situations.
- Investigated all reported incidents of theft or vandalism on premises.
- Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
- Provided escorts for visitors as needed throughout the facility.
- Participated in training sessions to stay up-to-date on current security trends and best practices.
- Secured personnel and premises by inspecting buildings and patrolling property.
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.
- Documented security-related situations and submitted in-depth reports to superiors.
- Verified photo IDs and tickets to allow guests passage.
- Searched individuals and baggage for weapons and other prohibited items.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Monitored premises and recorded activity in daily officer reports.
- Screened visitors and employees for weapons and contraband with hand wands and metal detectors.
- Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
- Monitored building and property entrances and exits to detect intrusions and protect assets.
- Provided friendly and professional assistance to employees, visitors and customers.
- Monitored CCTV systems to ensure safety and security of premises.
Security Guard
Sunstate Security
Troy, AL
01.2025 - 10.2025
- Monitored CCTV systems to ensure safety and security of premises.
- Escorted individuals requiring personal protection to provide safe transport to specified locations.
- Explained security protocols to employees and guests to promote readiness for emergency situations.
- Inspected security systems to maintain consistent operational availability and to detect evidence of tampering.
- Monitored security cameras to identify and respond to suspicious activity.
- Identified suspicious activity to determine appropriate response.
- Maintained calm composure during emergencies while communicating with local law enforcement and emergency response services.
- Maintained high levels of alertness throughout shifts.
Private Security Officer
Security Solutions Corp
Clio, AL
05.2024 - 12.2024
- Patrolled parking lots and garages looking for signs of criminal activity or suspicious persons.
- Confirmed identity of individuals seeking entry into restricted areas.
- Responded promptly to calls from alarm monitoring companies regarding alarms activated onsite.
- Maintained logs of security-related incidents, such as property damage or suspicious activity.
- Escorted employees, visitors, or contractors during their time on the premises.
- Protected confidential information by maintaining secure areas within the facility.
- Provided assistance to customers with inquiries regarding safety procedures.
- Inspected buildings for fire hazards and other potential safety issues.
- Adhered strictly to established rules governing use of force when apprehending suspects.
- Performed regular maintenance checks on all security equipment.
- Secured personnel and premises by inspecting buildings and patrolling property.
Security Guard
Dsi Security
Montgomery, AL
04.2023 - 04.2024
- Investigated suspicious activity and reported findings to management.
- Enforced safety regulations and monitored access control points.
- Assisted with searches of personnel, vehicles, packages.
- Interacted with law enforcement officials to report incidents or violations of laws and regulations.
- Conducted daily security patrols of assigned areas.
- Monitored closed circuit television systems.
- Completed incident reports regarding violations of policies or procedures.
- Inspected buildings for fire hazards, unsafe conditions, or unauthorized persons.
Customer Service Agent (Part Time)
Alorica
Remote
01.2021 - 01.2023
- Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns.
- Maintains and updates customer information as necessary.
- Calmly attempts to resolve and de-escalate any issues.
- Escalates calls to supervisor when necessary and appropriate.
- Responds to requests for assistance and/or possible processing of credit card authorizations.
- Tracks call-related information for auditing and reporting purposes.
- Provides feedback reports on call issues related to downtime and/or training issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Walmart
Remote
01.2020 - 02.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Developed strong customer relationships to encourage repeat business.
- Mentored new employees on procedures and policies to maximize team performance.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Advocate
Cigna
Remote
07.2016 - 12.2020
- Accurately complete and document patient interactions and transactions in company databases.
- Initiate calls and faxes to prescribers to obtain prescriptions on behalf of patients who agree to use home delivery.
- Contact prescribers to create awareness of their patient’s request to fill their prescriptions via home delivery pharmacy and submit for processing.
- Effectively manage a caseload of records to facilitate timely processing of home delivery prescription requests.
- Update conversion requests and provide shipment status to members.
- Facilitate transition of requested medications to home delivery.
Customer Service Representative
BlueCross BlueShield Inc.
Remote
01.2013 - 06.2016
- Supports customer service activities and initiatives for a number of products or clients.
- Receiving, investigating and resolving all customer inquiries timely and accurately.
- Handling customer service inquiries and problems via the telephone.
- Ensuring all customer communication is clearly documented.
- Interact through various channels such as Chat, Phone, E-mail and TEAMS.
- Educating caller to ensure resolution is achieved on first contact
Education
High School Diploma -
Bullock County High School
Union Springs, AL05.2012
Skills
- Call Documentation
- Upselling Products and Services
- De-escalation Techniques
- Data Entry
- Transaction Processing
- Customer Relations
- Inbound Customer Service
- Billing Inquiries
- Work Prioritization
- Computer Proficiency
- Call Volume and Quality Metrics
- Remote Office Availability
- Emergency response
- Surveillance monitoring
- Customer service
- CCTV operation
- Security equipment maintenance
- Security screenings
- Identification verification
- Investigation documentation
- Document management
- Security guard license
Computer Skills
- Word processing
- Spreadsheets
- Microsoft Office
- Email communication
- Powerpoint
- Excel
- MS Access
- WordPress
Timeline
Security Officer
Allied Universal Security Services
07.2025 - Current
Security Guard
Sunstate Security
01.2025 - 10.2025
Private Security Officer
Security Solutions Corp
05.2024 - 12.2024
Security Guard
Dsi Security
04.2023 - 04.2024
Customer Service Agent (Part Time)
Alorica
01.2021 - 01.2023
Customer Service Representative
Walmart
01.2020 - 02.2021
Customer Service Advocate
Cigna
07.2016 - 12.2020
Customer Service Representative
BlueCross BlueShield Inc.
01.2013 - 06.2016
High School Diploma -
Bullock County High School
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