Juanita Daniels
Baton Rouge,La
Summary
Security-focused and diligent Guard skilled at protecting personnel and premises. Responds and acts appropriately to situational assessments, including criminal acts and fire and medical emergencies remaining alert, attentive and vigilant at all times. Anticipates trouble and takes steps to intervene and diffuse using keen eye for detail.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Security Guard
Securitas Security
Baton Rouge, La
12.2018 - Current
- Maintaining minimum MARSEC level posting and facility access requirements
- Monitor perimeter via CCTV and as necessary patrols
- Control facility access
- Vetting vessels/barges access request
- Weigh inbound/outbound tank, trucks, and railcars as instructed
- Communications with site personnel during security breaches, facility emergencies, visitor access, and for shipping approval.
- Completed full building and grounds patrols to spot and investigate concerns.
- Responded to emergencies promptly, ensuring the safety of all individuals on site.
- Improved response time to incidents by maintaining clear communication channels with team members.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
Correctional Officer
EHCC Prison
10.2018 - 12.2018
- Max security prison facility
- Oversee premises, including entry and exit of up to 50 inmates
- Wrote detailed reports daily on property and inmates, presence of unauthorized persons and unusual incidents
- Acted quickly during emergency situations within one minute to reduce opportunity for damage and injury
- Conducted hourly patrol of facility and control security concerns.
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Conducted routine and emergency head counts.
Customer Service/Call Center Representative
Convergys
Baton Rouge, La
01.2013 - 06.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Documented and detailed calls and complaints using call center's CRM database.
Shift Manager/Cashier/Merchandiser
Subway
01.2008 - 11.2012
- Fast food
- Preparing sandwiches, customer service, cleaning facility, register, inventory, stock
- Check customers out and bag items
- Price check, restock, organized items, rotate items, change price tags as needed.
- Lifted up to 25 pounds at once and used forklift to move heavier loads.
- Arranged consistent shelves, bins, and racks at mulitple locations by following established planograms.
Education
Some College (No Degree) - Medical Assistant
Remington College
Baton Rouge, LaDiploma -
Davidson High
St Joseph, La01.2000
Skills
- Excel
- Powerpoint
- Microsoft Word
- Microsoft works
- Surveillance
- Communications skills
- Attention to details
- Emergency awareness
- Data entry
- Security
- Customer service
- Security Protocols
- Call center experience
Certification
- Licensed-Security Guard
- Twic
- SerSafe
- Provisional Unarmed
- HIPPA Training
- Bloodborne Pathogen
Timeline
Security Guard
Securitas Security
12.2018 - Current
Correctional Officer
EHCC Prison
10.2018 - 12.2018
Customer Service/Call Center Representative
Convergys
01.2013 - 06.2018
Shift Manager/Cashier/Merchandiser
Subway
01.2008 - 11.2012
Some College (No Degree) - Medical Assistant
Remington College
Diploma -
Davidson High