Kearl N. Lane
Las Vegas,NV
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Security Professional
One Queensridge Place
Las Vegas, NV
12.2023 - Current
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Maintained situational awareness through continuous monitoring of potential threats and vulnerabilities in the environment.
- Monitored property and investigated areas of suspicion.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to emergency situations to assess and deflect issues.
- Monitored CCTV cameras and alarm systems for security breaches.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Performed guard duties by making judgment decisions within proper policy and procedures.
- Established positive relationships with local law enforcement agencies, fostering cooperation during investigations or emergency situations.
- Developed and implemented security protocols to mitigate risks effectively.
- Led security operations to ensure a safe environment for personnel and assets.
Customer Service Representative
Craig Road Animal Hospital
Las Vegas, NV
08.2022 - 11.2025
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Managed appointment scheduling and maintained accurate patient records for effective service delivery.
- Trained new staff on customer interaction protocols and hospital procedures to enhance team performance.
- Assisted in implementing process improvements that streamlined client communication and reduced wait times.
- Monitored feedback from clients to identify areas for improvement in service delivery and client satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
Ophthalmic Technician
Shepherd Eye Center
Las Vegas, NV
12.2020 - 05.2022
- Instilled anesthetic drops and assisted in laser treatments and minor procedures.
- Maintained a clean and organized work environment for optimal patient care and equipment maintenance.
- Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries.
- Educated patients on proper contact lens use and care to minimize complications like infections or corneal damage.
- Performed visual field testing to measure patients' peripheral vision to determine any visual field loss.
- Skillfully performed tonometry tests to measure intraocular pressure, assisting in the early detection of glaucoma.
- Maintained up-to-date knowledge of advancements in ophthalmic technology, ensuring clinic's practices were current and effective.
- Streamlined patient check-in and check-out processes, minimizing administrative delays and enhancing overall clinic efficiency.
- Cleaned or sterilized ophthalmic or surgical instruments.
- Educated patients and relations on ocular health and safety, promoting good eye care.
- Triaged phone calls from patients and outside contacts and handled in order of importance.
- Applied eye medications and drops to dilate pupils in preparation for examinations.
Receptionist
Harbor Distributing
Gardena, CA
06.2012 - 04.2017
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted with planning office events and meetings for smooth execution.
- Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
- Improved workflow by introducing more efficient document handling and organization practices.
- Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
Education
High School Diploma -
Paramount High School
Paramount, CA06-2011
Skills
- CCTV monitoring
- Identity management
- Security reporting
- CCTV footage review
- Customer service
- De-escalation techniques
- Active listening
- Call center experience
- Payment processing
- Customer satisfaction measurement
- Microsoft outlook
Languages
English
Native or Bilingual
Timeline
Security Professional
One Queensridge Place
12.2023 - Current
Customer Service Representative
Craig Road Animal Hospital
08.2022 - 11.2025
Ophthalmic Technician
Shepherd Eye Center
12.2020 - 05.2022
Receptionist
Harbor Distributing
06.2012 - 04.2017
High School Diploma -
Paramount High School