MacKenzie Hernandez
United States Army Reserve
Princeton,TX
8
years of professional experience
Customer-focused and dependable professional with experience in customer service, high-volume call handling, problem resolution, conflict de-escalation, and clear verbal and written communication. Proven ability to remain calm and professional in challenging situations while identifying customer needs and providing effective solutions. Experienced in handling inquiries, resolving escalated concerns, documenting incidents accurately, and maintaining confidentiality and professionalism. Highly organized, adaptable, and comfortable working independently with strong attention to detail. Seeking a remote Call Center or Customer Service Representative position where strong communication, problem-solving, and customer support skills can contribute to an exceptional customer experience.
Work History
Military Police Soldier
5 Years 1 Month- Operated and sustained armored vehicles in operational settings.
- Secured military assets and personnel from potential threats.
- Executed defense strategies and procedures for security systems.
- Neutralized threats using small-arms, light artillery, and drone technology.
- Conducted search and seizure missions in compliance with legal standards.
- Managed entry checkpoints to ensure continuous security by verifying identities and inspecting vehicles before allowing access to secured areas.
- Monitored security using surveillance tools to safeguard personnel and property.
- Implemented regulations to uphold safety and order within military facilities.
- Coordinated with local law enforcement to enhance security measures and response initiatives.
- Oversaw access points to enforce security protocols and deter unauthorized access.
- Directed gate operations, managed traffic flow, and responded effectively to emergencies on base.
- Supported security measures for high-profile events, prioritizing the safety of distinguished guests and officials.
- Adapted to dynamic environments with efficiency.
- Demonstrated strong communication skills in both verbal and written formats.
- Collaborated effectively in team scenarios, providing assistance and direction.
Security Administrator
2 Years 5 Months- Assisted visitors with inquiries regarding facility safety and access control procedures.
- Supported a secure environment for staff and guests through ongoing risk assessments and threat evaluations.
- Alerted law enforcement about suspicious behaviors and individuals.
- Conducted regular monitoring and patrolling of buildings, grounds, and work sites.
- Enhanced overall security through consistent patrols and surveillance monitoring.
- Documented incidents of property damage, theft, unauthorized presence, and unusual occurrences in detailed reports.
- Reacted promptly to emergencies or disturbances while prioritizing personnel safety and minimizing property loss.
- Applied security protocols effectively and escorted non-compliant individuals from the premises in a calm manner.
- Trained new security personnel on company policies to ensure uniform knowledge and compliance across the team.
- Strengthened security practices by engaging in industry training and obtaining relevant certifications.
- Resolved customer inquiries quickly, contributing to increased satisfaction and loyalty.
- Managed high volumes of calls while delivering exceptional customer support with professionalism.
- Handled escalated calls with poise, effectively resolving complex issues and maintaining client satisfaction.
- Built rapport with customers through empathetic listening, fostering positive interactions even in challenging situations.
Head Food Runner
3 Years 3 Months- Maintained speed of service for food orders while minimizing errors and complaints.
- Cleaned and sanitized food preparation and serving areas.
- Trained and mentored newly hired employees to explain process flow and safety procedures.
- Restocked food supplies in kitchen and organized storage areas.
- Delivered correct food items to tables according to order documentation.
- Garnished dishes and quickly delivered items to customers, minimizing wait times.
- Kept detailed knowledge of and followed all food safety guidelines.
- Cultivated warm relationships with regular customers.
- Cleared tables immediately after guests left in preparation for next party.
- Greeted customers and provided outstanding customer service.
- Collaborated well with other food runners to deliver orders accurately.
Education
Associate of Science - Criminal Justice
High School Diploma
Skills
Conflict De-Escalation
Emergency Call Response
Defensive Tactics
Counterterrorism
Guest Engagement
Supply Restocking
Hospitality Service Expertise
Problem-solving skills
Customer support
Data entry
Customer service
Verbal and written communication
Resolving issues
Communicating with clients
Customer communications
Friendly
positive attitude
Teamwork and collaboration
Problem-solving
Timeline
Security Administrator
Houston Methodist
12.2023 - 05.2026Read More
Military Police Soldier
United States Army Reserve
07.2021 - CurrentRead More
Head Food Runner
Thyme Kitchen & Craft Beer
04.2018 - 07.2021Read More
Peoria High School
High School Diploma
Read More
Southern New Hampshire University
Associate of Science from Criminal Justice
Read More