Marcus Norman
Memphis,United States
Summary
Seasoned Security Officer equipped with excellent communication skills consistently maintains detailed logs of important events. Skilled in problem-solving and conflict resolution with knowledge of law enforcement investigations. Trustworthy and committed to honest interactions with supervisors, employees and customers. Protective Security Guard with over 20 years of experience working to promote safety of people and premises in assigned area. Expertise in controlling exits and entrances and testing and inspecting fire and security systems. Proactive and watchful professional possessing deep knowledge of of security operations and safety practices. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
MEMPHIS AREA TRANSIT AUTHORITY
Memphis, Tennessee
09.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Pull and review videos for incidents, accidents, and threats.
Security Officer
Benjamin Hooks Job Corps Center
Memphis, Tennessee
06.2019 - 08.2023
- Checked for safety hazards and took corrective action when necessary.
- Monitored surveillance cameras and responded to suspicious activity.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Investigated all reported incidents of theft or vandalism on premises.
- Enforced access control measures in accordance with established procedures.
- Responded to alarms and conducted investigations as required.
- Confirmed visitor identification prior to granting entry into the building.
- Assisted in the development and implementation of security policies and procedures.
- Maintained accurate logs of all security related activities.
- Provided escorts for visitors as needed throughout the facility.
- Participated in training sessions to stay up-to-date on current security trends and best practices.
- Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
- Assisted with crowd control during large events held at the facility.
- Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto premises.
- Adhered to post orders while maintaining a visible presence around the property.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Guarded restricted areas to prevent unauthorized entry.
- Secured personnel and premises by inspecting buildings and patrolling property.
- Verified photo IDs and tickets to allow guests passage.
- Completed incident reports to record security or loss prevention incidents.
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.
- Screened visitors and employees for weapons and contraband with hand wands and metal detectors.
- Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
- Protected entrances by scanning individuals and bags via manual checks or x-ray machinery.
- Responded to medical emergencies before paramedic and law enforcement arrival.
Security Guard
Allied Barton
Memphis, Tennessee
06.2005 - 09.2019
- Conducted daily security patrols of assigned areas.
- Enforced safety regulations and monitored access control points.
- Investigated suspicious activity and reported findings to management.
- Responded to alarms, emergencies, and disturbances.
- Inspected buildings for fire hazards, unsafe conditions, or unauthorized persons.
- Maintained order during special events such as concerts and conferences.
- Observed surveillance cameras for any suspicious activity or intruders.
- Provided customer service assistance to staff and visitors in a professional manner.
- Identified potential security risks and recommended corrective actions.
- Assisted with searches of personnel, vehicles, packages.
- Monitored closed circuit television systems.
- Interacted with law enforcement officials to report incidents or violations of laws and regulations.
- Completed incident reports regarding violations of policies or procedures.
- Patrolled parking lots and garages ensuring all vehicles were properly parked in designated areas.
Education
GED -
Memphis Job Morps Center
Memphis, TN06-2002
Skills
- Premises Surveillance
- Security Procedures Knowledge
- Reliability
- Report Preparation
- Vigilant and Watchful
- Firearms Expertise
- First Aid Certified
- CCTV Monitoring
- Patrolling
- Physical Stamina
- ID Verification
- Alarm Systems
- Access Control
- Emergency Management
- Vehicle Inspections
- Traffic Control
- Reporting Skills
- Document Preparation
- Surveillance
- Radio Communication
- Workplace Safety
- Emergency Response
- Incident Reporting
Timeline
Customer Service Representative
MEMPHIS AREA TRANSIT AUTHORITY
09.2023 - Current
Security Officer
Benjamin Hooks Job Corps Center
06.2019 - 08.2023
Security Guard
Allied Barton
06.2005 - 09.2019
GED -
Memphis Job Morps Center
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