Kelly Lacy
Tucson,AZ
Summary
Reliable and committed with 7 years experience. Proven leader and effective communicator, excelled by enhancing asset protection and team performance. Skilled in access control and critical thinking, I significantly improved security measures and training protocols. Demonstrated exceptional customer service and problem resolution, contributing to a safer, more efficient workplace. Dedicated the protecting the property, individuals and assets.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
AFNI
Tucson, AZ
04.2023 - 03.2024
- Managed high-volume of stressful calls maintaining professional while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Security Guard
Allied Universal Security
Tucson, AZ
05.2022 - 09.2022
- Overnight access control providing excellent customer service skills, verifying badges and obtaining approval for visitor and replacement request.
- Enhanced overall security by conducting hourly patrols and monitoring premises to protect the property, individual and assets
- Observed surveillance cameras of atm locations out of state reporting any suspicious activity.
Asset Protection Manager
Allied Universal Security
San Diego, CA
02.2015 - 08.2022
- Promoted to Asset Protection Manager after starting as graveyard security.. I observed activity and unreliable protection for the property, individuals and assets and reporting my concerns to management.
- Managed a team of security personnel, providing guidance and support to ensure consistent performance across all shifts.
- Developed comprehensive training for new hires, ensuring they were well-equipped to handle various scenarios and available for them to call overnight for any questions.
- Enhanced overall asset protection by implementing effective security measures and loss prevention strategies.
- Reviewed surveillance video each day watching the activity of the guards in other shifts to view their job performance.
- Quick response and decision making skills when I had an incident call. Communicating with the individual and de escalating the situation restoring a safe environment
- Hourly patrols, reporting damages, hazards and detailed reporting of interaction and removal of homeless trying to approach property tenants and customers.
Hotel Front Desk Clerk
Paris Hotel
San Diego, CA
07.2011 - 02.2014
- Managed reservations and cancellation with attention to detail for accurate invoicing and refunds .
- Informed guest of services and amenities.
- Access control for unauthorized guest who have not paid extra guest fees.
- Accurate daily financial record keeping and reports.
- Kept detailed daily logs for any incidents or information needed to pass to the next clerk.
Church Administrative Assistance
The Salvation Army
Chula Vista, CA
11.2002 - 12.2010
- Primary support to the pastors utilizing my organization and time management skills to ensure the daily operations of the business office were completed efficiently.
- Managed church and program databases, calenders, schedules and financial records with attention to detail.
- Accurate bookkeeping of all income and allocating funds to the proper departments prepared financial reports.
- Main point of communication with visitors and incoming calls.
- Coordinated program events and fund raisers ensuring that they were a success.
Education
High School Diploma -
Garfield
San Diego, CA06-1988
Skills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Conflict resolution
- Observe and report
- Communication
- Attention to detail
- Physical fit
- Decision making
- Leadership
- Access control
Timeline
Customer Service Representative
AFNI
04.2023 - 03.2024
Security Guard
Allied Universal Security
05.2022 - 09.2022
Asset Protection Manager
Allied Universal Security
02.2015 - 08.2022
Hotel Front Desk Clerk
Paris Hotel
07.2011 - 02.2014
Church Administrative Assistance
The Salvation Army
11.2002 - 12.2010
High School Diploma -
Garfield