Lauren Williams
Bay Shore,NY
Summary
Accomplished Central Station Operator at AFA Protective, adept in safety procedures and professional communication. Excelled in incident reporting and customer service, significantly enhancing emergency response times and client trust. Demonstrated supervisory skills and cybersecurity awareness, contributing to a positive work environment and high client satisfaction rates.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Central Station Operator
AFA Protective
03.2023 - Current
- Collaborated with law enforcement agencies to provide essential information related to active alarm events, aiding in swift resolutions.
- Developed rapport with customers by demonstrating empathy during stressful situations, building trust in our services as their Central Station Operator.
- Enhanced emergency response times by efficiently monitoring alarm systems and dispatching appropriate personnel.
- Supported clients during incidents by providing clear instructions and guidance, promoting safety and security.
Shift Manager
Delight Food Group
05.2021 - 03.2023
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
Customer Service Representative
GC Services
08.2019 - 05.2020
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Direct Support Professional
SCO Family Services
10.2016 - 03.2020
- Monitored progress and documented patient health status changes to keep care team updated.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted disabled clients to support independence and well-being.
- Advocated for clients'' rights within the broader community, raising awareness about issues affecting those with disabilities.
Education
GED -
QEOC CUNY
Jamaica, NY02-2005
Skills
- Safety Procedures
- Supervisory skills
- Physical Security
- Incident Reporting
- Software Knowledge
- Security Protocols
- Cybersecurity awareness
- Escalation management
Certification
- Home Health Aide Certification (HHA) - National Association for Home Care & Hospice or state-specific agencies.
- Cardiopulmonary Resuscitation (CPR) - American Red Cross.
- Certified Nursing Assistant (CNA) - State Boards of Nursing.
- Clinical Mental Health Counseling Specialist in Substance Use Disorder Counseling Certificate – American Mental Health Counseling Association.
- Certified Addiction Counselor (CAC) - National Certification Commission for Addiction Professionals.
Timeline
Central Station Operator
AFA Protective
03.2023 - Current
Shift Manager
Delight Food Group
05.2021 - 03.2023
Customer Service Representative
GC Services
08.2019 - 05.2020
Direct Support Professional
SCO Family Services
10.2016 - 03.2020
- Home Health Aide Certification (HHA) - National Association for Home Care & Hospice or state-specific agencies.
- Cardiopulmonary Resuscitation (CPR) - American Red Cross.
- Certified Nursing Assistant (CNA) - State Boards of Nursing.
- Clinical Mental Health Counseling Specialist in Substance Use Disorder Counseling Certificate – American Mental Health Counseling Association.
- Certified Addiction Counselor (CAC) - National Certification Commission for Addiction Professionals.
GED -
QEOC CUNY
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