Marilynn Clark-Charleston
Aurora,CO
Summary
Accomplished management professional with extensive expertise in corporate security, customer service, and operational efficiency. Track record of success in leading teams and optimizing processes to ensure a secure and compliant environment. Proven ability to enhance performance, drive operational excellence, and foster client relationships sets apart in the industry.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Security Supervisor/FCC Console Operator
Allied Universal Security Services
10.2024 - 02.2025
- Ensured safety and security by monitoring surveillance systems and conducting regular patrols.
- Supervised security staff to maintain high standards of safety and vigilance.
- Improved incident response times by developing efficient communication protocols.
- Trained new security personnel for enhancing overall team performance.
- Maintained detailed logs of security incidents to support investigations and reporting.
Security Supervisor
Allied Universal Security Service
11.2023 - 09.2024
- Enhanced site security by acting as the primary liaison between Allied Security and UPS, collaborating with the Loss Prevention team.
- Responsible for maintaining a safe and secure environment for all employees on site.
- Led a team of up to six security personnel, optimizing performance through effective training, scheduling, and performance management.
- Implemented and monitored security protocols, generating comprehensive reports and ensuring compliance with safety standards.
Account Manager
Securitas Security Services
04.2022 - 11.2023
- Served as the liaison between Securitas Security and Amazon, partnering closely with the Amazon Loss Prevention team to maintain a secure environment.
- Drove security excellence by partnering with Amazon’s Loss Prevention team, ensuring adherence to security measures and protocols.
- Managed a team of up to fifteen security professionals, providing training, oversight, and operational support.
- Coordinated emergency response procedures and conducted regular audits, enhancing security and operational efficiency.
Client Service Associate
Jackson Hewitt Tax Service
11.2021 - 04.2022
- Managed client appointment flow and supported tax preparers by handling preliminary data entry and document collection.
- Greeted and verified client information, managed customer service issues and organized tax documents.
- Assisted with scheduling, phone and email correspondence, check distribution, and marketing software introductions.
- Supported tax preparers with software and system issues and reported performance issues to the Corporate Director.
Site Security Coordinator
G4S Solutions Allied Universal Security Service
11.2021 - 04.2022
- Provides security for Fortune 500 companies such as AT&T, Direct TV, eBay, Wells Fargo, Arrow, PayPal, Community Banks of Colorado, Bank of America, Hitachi Vantara, and others.
- Report and mitigate any discrepancies in protocol that will cause harm or injury to a person or the facilities and data centers.
- Monitoring via camera, patrols inside/outside, receptionist duties, managing visitors, employees’ badges, and key access
- Training new and existing employees as well as creating and updating workflow for existing procedures.
Organizational Manager
Orion/Saiph Group Home Centers
05.2019 - 11.2021
- Responsibilities included tutoring, and assisting with managing anxiety and anger issues with the young adults.
- Offering education on life skills to ensure the charges can sustain life outside of the group home.
- Ensure employees meet all state training requirements, perform audits, payroll and maintain employee files.
- Maintain medical records, dental, school records, transportation.
- Attend court proceedings, staff meetings with state personnel, school administration, and monitor probation requirements for all clients.
- Responsible for processing pre-screening documentation on new hires for background checks, fingerprinting, and trail reporting.
National Sales Support Representative/Trainer (NSS) / Back Office Operations
Sprint
04.2016 - 05.2019
- Supported consumer and business accounts by creating new accounts, processing customer requests, updates and/or changes to accounts, problem solving, collecting payments, resolving billing issues, technical support, and programming on equipment
- Received Outstanding Customer Service Award
- Educated and advised customers on products and services available to new and existing customers
- Performed frequent audits on customer/dealer accounts to minimize fraud and loss prevention
- Maintained quality assurances and expectations set forth by the company to reach and or exceed goals
- Supervised and trained the development of new frontline customer service representatives
- Managed escalated Level II calls to ensure retention of the accounts
- Assisted with the hiring process of prospective employees
- Received high performance ratings from Customer Service Satisfaction Surveys
Coach / Supervisor
Corporate Express/Staples Company
06.2006 - 04.2009
- Led a team of customer experience advisors who were responsible for processing orders, handling requests from customers, cross selling and problem solving via email, internet, fax or by phone
- Created and maintained employee’s development plans, routinely conducted performance reviews, completed reports, monitored calls for quality assurance, maintained service levels and corrective actions
- Collaborated with the learning and performance team to ensure compliance in quality assurance and advisor training
- Collaborated with a team of supervisors to increase profits in six weeks by creating and implementing the 'Product of the day.'
- Won the Super Nova Award for Outstanding Team Performance out of twenty-four teams
- Created and implemented forms for documentation that was adopted by other supervisors
- Motivated advisors by developing and implementing an incentive program
Branch Operations Trainer
Citywide Banks
04.2006 - 06.2006
- Responsibilities included supervising, training, motivating, evaluating, and coaching new and existing employees at multiple locations throughout the organization on company policies, procedures, banking regulations, new accounts, teller, robberies, and cross selling
- Assessed the new Winteller and IBM AS400 systems for the IT department manager
- Designed and developed the teller training program and training classes on banking regulations
- Trained all new frontline employees on processes and procedures
- Responsible for companywide testing and training on fraud, counterfeit money, identity theft, and robberies
- Assisted the audit department in performing bank audits
- Assisted customers with opening personal and business accounts
- Worked as a teller when needed
Customer Service Supervisor
US Bancorp
06.2000 - 06.2006
- Supervised a customer service team in a call center environment that oversaw customer service issues, balanced accounts, problem solving issues with business and personal banking accounts
Assistant Supervisor
Oppenheimer Funds
12.1998 - 06.2000
- Supervised representatives in an inbound/outbound call center for Retirement Plans and Investing in Mutual Funds
Education
No Degree - Respiratory Therapy
Bio-System
Denver, CODiploma
Thomas Jefferson High School
Denver, CO08-1983
Skills
- Team leadership
- CCTV monitoring
- Staff management
- Security personnel training
- Safety and security procedures
- Security management
- Staffing and scheduling
- Emergency response
- Skilled in conflict resolution
- Surveillance
- Incident investigation
- AED training
- Security auditing
- Loss prevention expertise
- AED certified
- CPR and child CPR training
- Microsoft office
- Report writing
- Time management
- Ethics and integrity
- Work-life balance
- Performance appraisals
- Training methodologies
- Nonverbal communication
- Etiquette training
- Creative problem solving
- Public speaking
- First aid
- New hire training
- Critical thinking
- Attention to detail
- Decision-making
- Strategic planning
- Job skill building
- Compliance training
- Quality assurance
- Project management
- Data analysis
- Data review
- Verbal and written communication
- Exceptional interpersonal communication
Certification
- CPR/AED Certification
Timeline
Security Supervisor/FCC Console Operator
Allied Universal Security Services
10.2024 - 02.2025
Security Supervisor
Allied Universal Security Service
11.2023 - 09.2024
Account Manager
Securitas Security Services
04.2022 - 11.2023
Client Service Associate
Jackson Hewitt Tax Service
11.2021 - 04.2022
Site Security Coordinator
G4S Solutions Allied Universal Security Service
11.2021 - 04.2022
Organizational Manager
Orion/Saiph Group Home Centers
05.2019 - 11.2021
National Sales Support Representative/Trainer (NSS) / Back Office Operations
Sprint
04.2016 - 05.2019
Coach / Supervisor
Corporate Express/Staples Company
06.2006 - 04.2009
Branch Operations Trainer
Citywide Banks
04.2006 - 06.2006
Customer Service Supervisor
US Bancorp
06.2000 - 06.2006
Assistant Supervisor
Oppenheimer Funds
12.1998 - 06.2000
No Degree - Respiratory Therapy
Bio-System
Diploma
Thomas Jefferson High School