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
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
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
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
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
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