Justice Rogers
Keokee,VA
Summary
I have nearly 5 years in the security field with GardaWorld. I began with this company on the front lines, as an officer for a coal mining company standing as a gate entrance officer. I was promoted within 6 months to a Field Service Supervisor. I continued growing my office while taking care of all the officers under me until February 1st, 2024, when I was promoted to Client Services Manager. I am currently running my own office out of Lexington, Ky for the Cincinnati Branch of GardaWorld Security Services. I am proficient with all aspects of management. I give results-driven Client Service Manager knowledge for exceptional productivity and efficient task completion. I am skilled in client relationship management, conflict resolution, and strategic planning. I excel in communication, teamwork, and adaptability, ensuring seamless service delivery and client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Client Service Manager
GardaWorld Security
Lexington, Kentucky
04.2020 - Current
- Developed comprehensive business plans that outlined strategies for meeting client needs while achieving organizational goals.
- Created detailed reports outlining key performance indicators related to client service operations.
- Facilitated training sessions for new staff members on the company's policies and procedures.
- Ensured compliance with applicable laws, regulations, policies and procedures.
- Assisted in developing marketing materials aimed at increasing awareness about available services among customers.
- Participated in industry events as an ambassador of the company's brand.
- Resolved escalated customer complaints in a professional manner.
- Maintained accurate records of customer interactions and transactions.
- Implemented quality assurance programs designed to improve overall customer experience.
- Established effective communication channels between clients and other departments within the organization.
- Analyzed customer feedback surveys and implemented changes accordingly.
- Conducted market research activities to gain insights into current trends affecting consumer behavior.
- Monitored customer accounts to identify any potential issues or areas of improvement.
- Provided timely responses to customer inquiries and requests for service.
- Coordinated with internal teams to develop strategies for addressing customer needs in a timely manner.
- Conducted regular performance reviews with team members in order to identify areas for improvement.
- Managed the recruitment process for new hires.
- Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
- Developed and managed client relationships to ensure satisfaction with services provided.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Delivered continuous training to employees to maximize performance and customer relations skills.
- Managed 20+ client locations with over 130+ employees for 4+ years.
- Traveled to other states to assist at other branch locations when needed.
Education
High School Diploma -
Rye Cove High School
Duffield, VA05-2013
Skills
- Strong leadership
- Proficient in Microsoft Office
- Client Relationship Building
- Account Management
- Account Updates
- Schedule Management
- Training and mentoring
- Sales proficiency
- Customer Relations
- Training programs
- Talent Development
- Handling Escalations
- Technical Support
- One Call Resolution
- Call Center Operations
- Report Preparation
- Workflow Management
- Schedule Coordination
- Information Security
- Regulatory Compliance
- Sales Promotion
- Complaint resolution
- Project Management
- Quality Assurance
- Client relations and retention
- Research ability
- Employee Scheduling
- Cross-Functional Collaboration
- Customer Retention
- Persuasive
- Excellent time management skills
- Work Prioritization
- Continuous Improvement
- Marketing savvy
- Turnover Minimization
- Product Knowledge
- QA
- Customer-focused
- Performance Evaluations
- Team Building and Leadership
- Policy Enforcement
- Skilled multi-tasker
- Problem-Solving
- Management of remote employees
- Relationship Building
- Sales expertise
- Workforce Management
- Conflict Management
- Staff Training
- Tactful and diplomatic
- Talent Allocation
- Administrative Support
- Cross-Functional Teamwork
- Client Services
- Research and due diligence
- Report Generation
Accomplishments
- Nominated for an LION award within GardaWorld management infrastructure for exemplary services within management
- Received a making a difference award for excellent costumer service
- 2 employee of the month awards
Certification
- Active Security Services Unarmed VA license
References
References available upon request.
Timeline
Client Service Manager
GardaWorld Security
04.2020 - Current
High School Diploma -
Rye Cove High School
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