KIMBERLY ROSENTHAL
PHOENIX,AZ85
Summary
A senior team leader with over 20 years of experience in the Security and Life Saving industry and over 12 years in the Alarm industry. Dependable, ethical and reliable support specialist and leader serving as a point of escalation for member issues. Works effectively with cross-functional teams in ensuring operational and service excellence. Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic.
Overview
29
29
years of professional experience
Work History
Smart Business Member Experience Lead
A3 Smart Home
04.2021 - Current
- Spearheaded matrix organizational plan with clear roles and responsibilities to enhance processes, maintain quality and enforce regulatory compliance.
- Reviewed individual department performance and worked with leadership to improve processes, procedures and practices.
- Interviewed, supervised and motivated staff members to achieve optimal productivity.
- Oversaw business-wide changes to modernize procedures and organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Member Experience Specialist
AAA Smart Home
01.2020 - 04.2021
- Created a tracking tool to analyze member complaint data used to provide senior leadership an accurate picture of what areas need improvement
- Involved with working groups including management and instrumental in discussions to initiate process improvements which has served to improve billing processes, service satisfaction and the member experience
- Identifies root causes and makes recommendations to senior leadership to improve business processes
Member Experience Team Lead
AAA Smart Home
04.2019 - 12.2020
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional member experience
- Cross-trained different internal database and service positions to help team members meet coverage demands
- Coached team members in techniques necessary to complete job tasks.
Collections Representative
Safeguard Security and Communications Inc
08.2018 - 04.2019
Customer Support Representative
Safeguard Security and Communications Inc
10.2017 - 08.2018
Alarm Dispatcher
Safeguard Security and Communications Inc
04.2008 - 10.2017
Bio-environmental Engineering Technician
United States Air Force Reserves
03.2002 - 10.2010
- Documented information and analysis gathered from tests conducted on water and air, providing accurate assessments and official reports findings
- Inspected facilities to determine level of company compliance with federal regulations regarding chemicals and substances in use and reported violations to proper authorities
- Instructed personnel on ways to reduce environmental hazards and proper use of PPE
- Led diverse training simulations to prepare teams for combat and emergency situations.
- Performed environmental site assessments and provided remediation recommendations.
Security Supervisor/Trainer
Casino Arizona
02.2003 - 02.2008
- Developed and implemented training methods to promote improved officer performance
- Recorded incident reports with detailed accounts of occurrences.
- Trained new security officers on safety protocols and company standards
- Developed procedures for the emergency response and crisis management, physical security, information protection, incident management and investigation units
- Demonstrated ability to think fast and remain calm under pressure
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
- Collaborated with management to develop security policies and procedures.
- Delivered top-quality training documentation, manuals and tools addressing needs of specific specialist groups.
Checkpoint Security Supervisor
World Wide Security
11.2001 - 01.2003
- Promoted to Supervisor within 6 months of hire
- Responsible for insuring integrity and efficiency of checkpoint in busy airport terminal, processing up to 8,000 passengers per shift
- Insured all checkpoint personnel were routinely trained to guarantee continued security and safety of terminal
- Responsible for maintaining professionalism in high -stressed environment, reassuring the passengers that the process works.
Readiness Sergeant
United States Air Force
04.1995 - 04.1997
- Planned and monitored implementation of technology-based learning programs.
- Designed course materials and supported implementation.
- Provided subject matter expertise on all courses, materials and lesson plans.
- Developed workforce training programs to improve organizational efficiency.
Education
Associate of Applied Science - Bio-environmental Engineering
Community College of the Air Force
2007
Instructor Education Program, Certified Trainer TLC Seminars, Completed the Leadership Development Program at Casino Arizona - undefined
2006
Associate of Applied Science - Financial Management
Community College of the Air Force
1997
Associate of Applied Science - Security Administration
Community College of the Air Force
1991
Skills
- Strong organization skills
- Team collaboration
- Strong communication skills
- Courteous demeanor
- High-energy attitude
- Inbound and outbound calling
- Resolution-oriented
- Dependable and reliable
- MS Office/Google Suite proficient
- Personnel training and development
- Team Building
- Research
- Process evaluations
- De-escalation
- Strategic Vision
Timeline
Smart Business Member Experience Lead
A3 Smart Home
04.2021 - Current
Member Experience Specialist
AAA Smart Home
01.2020 - 04.2021
Member Experience Team Lead
AAA Smart Home
04.2019 - 12.2020
Collections Representative
Safeguard Security and Communications Inc
08.2018 - 04.2019
Customer Support Representative
Safeguard Security and Communications Inc
10.2017 - 08.2018
Alarm Dispatcher
Safeguard Security and Communications Inc
04.2008 - 10.2017
Security Supervisor/Trainer
Casino Arizona
02.2003 - 02.2008
Bio-environmental Engineering Technician
United States Air Force Reserves
03.2002 - 10.2010
Checkpoint Security Supervisor
World Wide Security
11.2001 - 01.2003
Readiness Sergeant
United States Air Force
04.1995 - 04.1997
Associate of Applied Science - Bio-environmental Engineering
Community College of the Air Force
Instructor Education Program, Certified Trainer TLC Seminars, Completed the Leadership Development Program at Casino Arizona - undefined
Associate of Applied Science - Financial Management
Community College of the Air Force
Associate of Applied Science - Security Administration
Community College of the Air Force
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