Madison Gray
Front Royal,VA
Summary
Highly competent Transportation Security Officer with valuable experience in maintaining secure environments, implementing safety protocols, and managing passenger screenings. Strengths include strong communication skills, keen observational abilities, and familiarity with security technology. Previous roles have resulted in improved safety measures and efficient workflow in high-traffic transportation hubs.
Overview
8
8
years of professional experience
Work History
Transportation Security Officer
Transportation Security Administration, TSA
Dulles , Virginia
06.2024 - Current
- Performed security screenings of passengers and their carry-on items to detect prohibited items.
- Conducted pat-downs, metal detector checks, and x-ray scans in a timely manner.
- Monitored passenger traffic flow at checkpoints to ensure safe and efficient boarding process.
- Inspected baggage for explosives or other hazardous materials using advanced equipment.
- Assisted travelers with questions regarding airport security regulations and procedures.
- Provided instructions to individuals on how to properly place their bags onto conveyor belts for inspection purposes.
- Ensured that all personnel entering restricted areas had proper credentials and authorization.
- Interacted professionally with co-workers, supervisors, travelers, vendors, and other stakeholders at the airport facility.
- Collaborated with law enforcement agencies to resolve any safety or security issues that arose during operations.
- Reported any violations of TSA regulations or policies to supervisory staff immediately.
- Documented incidents involving passengers in accordance with agency protocols.
- Maintained knowledge of current aviation security standards and best practices.
- Adhered to established operational guidelines and procedures for conducting searches.
- Assisted in training new Transportation Security Officers on proper screening techniques.
- Utilized problem solving skills to deescalate difficult customer service encounters.
- Participated in regular drills designed to test preparedness levels for potential threats.
- Verified identification documents such as passports and driver's licenses prior to boarding aircrafts.
- Upheld strong customer service standards while completing screenings.
- Reviewed IDs and other paperwork to verify personal information and to check for fraudulent documents.
- Communicated effectively with team members while performing duties under pressure.
- Verified photo IDs and tickets to allow guests passage.
- Utilized metal detectors, wands and X-ray screening machines to perform thorough check of individuals, belongings and cargo.
- Assisted passengers with disabilities in walking through screening checkpoints.
- Coordinated and maintained smooth passenger traffic flow through airport security checkpoints.
- Searched individuals and baggage for weapons and other prohibited items.
- Watched each individual to assess demeanor and look for suspicious behavior.
- Monitored and conducted passenger screening.
- Completed thorough zone searches to check for physical tampering and restricted items.
Patient Service Representative
Valley Health-Winchester Medical Center
Winchester, Virginia
07.2022 - 06.2024
- Greeted patients upon arrival and directed them to the appropriate area.
- Provided customer service by answering patient questions and addressing concerns.
- Verified insurance information, collected payments, and scheduled appointments.
- Assisted with the completion of medical forms and records.
- Maintained a clean and organized reception area.
- Answered incoming calls in a professional manner.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Ensured all necessary paperwork was completed prior to patient visits.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Sorted and distributed incoming mail daily.
- Inputted patient demographic data into electronic health record system.
- Scanned documents into electronic health record system as needed.
- Performed administrative duties such as filing, faxing, photocopying.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Reviewed patient accounts for accuracy on a regular basis.
- Assisted with scheduling follow-up appointments according to provider availability.
- Adhered to HIPAA regulations when handling confidential patient information.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Maintained accurate records of services provided during each visit or procedure.
- Scheduled patient appointments and procedures.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Answered patient questions and fielded complaints to resolve issues.
- Registered patients by verifying records to update computer system and patient charts.
- Documented and managed patient information in computer system.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Obtained proper authorization and identification to release confidential medical records.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Ran credit card batches and balanced deposits on daily basis.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
Patient Service Representative
Winchester Oral Surgery
Winchester, VA
03.2021 - 06.2024
- Answered incoming calls in a professional manner.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Ensured all necessary paperwork was completed prior to patient visits.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Sorted and distributed incoming mail daily.
- Scanned documents into electronic health record system as needed.
- Performed administrative duties such as filing, faxing, photocopying.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Assisted with scheduling follow-up appointments according to provider availability.
- Adhered to HIPAA regulations when handling confidential patient information.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Documented and managed patient information in computer system.
- Registered patients by verifying records to update computer system and patient charts.
- Obtained insurance verification and authorization to submit financial clearance of patient accounts.
- Ran credit card batches and balanced deposits on daily basis.
- Referred patients to appropriate professionals and services.
- Applied HIPAA privacy and security regulations while handling patient information.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Guided patients through the completion of consent and other required medical forms.
- Provided customer service by answering patient questions and addressing concerns.
- Verified insurance information, collected payments, and scheduled appointments.
Sales Representative
Ashley Furniture HomeStore
Winchester, VA
02.2020 - 03.2021
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Generated new sales leads through cold calling and networking activities.
- Conducted market research to identify potential customers and their needs.
- Analyzed customer feedback to improve products and services.
- Maintained accurate records of all sales and prospecting activities.
- Negotiated pricing contracts with customers to maximize profits.
- Collaborated with other departments such as marketing, finance, logistics.
- Attended industry events such as conferences, seminars.
- Performed regular follow-ups with prospects to close deals in a timely manner.
- Adhered to established policies and procedures when handling customer accounts.
- Reviewed monthly performance against targets set by management team.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Developed key customer relationships to increase sales.
- Developed and maintained relationships with new and existing clients to increase sales revenue.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Greeted and assisted customers to foster positive experiences.
- Produced sales documents, finalized deals and filed records.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
Assistant Manager
Express Car Wash
Front Royal, VA
08.2016 - 02.2020
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Coordinated with other departments to ensure smooth flow of operations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Collaborated with management on developing strategic plans for achieving business goals.
- Established processes for monitoring customer satisfaction levels.
- Supervised daily operations including scheduling shifts, assigning duties.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Analyzed business performance data and forecasted business results for upper management.
Education
Some College (No Degree) - Homeland Security Specialization
Northern Virginia Community College
High school diploma -
Skyline High School
Skills
- Behavioral observations
- Object identification
- Security risk assessment
- Security station background
- Passenger relations
- Stress tolerance
- Team development
- X-ray machine operation
- Incident reporting
- Customer relations skills
- Security breach management
- De-escalation techniques
- Customer service and assistance
- Emergency preparedness
- Policy enforcement
- Screening process management
- Report development
Timeline
Transportation Security Officer
Transportation Security Administration, TSA
06.2024 - Current
Patient Service Representative
Valley Health-Winchester Medical Center
07.2022 - 06.2024
Patient Service Representative
Winchester Oral Surgery
03.2021 - 06.2024
Sales Representative
Ashley Furniture HomeStore
02.2020 - 03.2021
Assistant Manager
Express Car Wash
08.2016 - 02.2020
Some College (No Degree) - Homeland Security Specialization
Northern Virginia Community College
High school diploma -
Skyline High School
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