MELINDA LORAY
Pompano Beach,FL
Summary
Adept at enhancing security and customer service standards, I significantly reduced workplace incidents at Prestigious Service Center and boosted customer loyalty at Americomm Systems. Skilled in physical security and critical thinking, my ability to mentor and implement effective policies underscores my commitment to safety and service excellence.
Overview
15
15
years of professional experience
Work History
Security Training Officer
Prestigious Service Center
09.2022 - 10.2024
- Reduced workplace incidents by conducting regular safety audits and implementing corrective actions.
- Developed performance metrics for evaluating the success of implemented security initiatives throughout the year, allowing for more informed decision-making and resource allocation.
- Improved overall security posture with the continuous assessment of training effectiveness and making necessary adjustments.
- Coordinated emergency response drills to ensure organizational readiness in case of real-life situations.
- Developed customized training materials for specific security scenarios, ensuring thorough preparedness.
- Conducted risk assessments for various departments to evaluate potential threats and vulnerabilities, recommending appropriate countermeasures.
- Streamlined training processes by incorporating feedback from participants and adjusting content as needed for improved comprehension.
- Facilitated workshops focused on building personal resilience skills among staff members, contributing to their ability to cope effectively under pressure during crises.
- Strengthened communication between departments regarding safety concerns, fostering a proactive approach to addressing potential issues before they escalate.
- Maintained accurate records of all security training activities, supporting the organization''s commitment to transparency and accountability in its safety initiatives.
- Provided specialized training on topics such as workplace violence prevention, active shooter scenarios, and incident management.
- Mentored new team members on company policies, procedures, and best practices for maintaining a secure environment.
- Evaluated existing security measures at facilities, identifying areas for improvement or increased vigilance based on current threat levels or events impacting the organization''s landscape.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Checked and verified photo identification prior to granting facility access.
- Facilitated virtual, in-person and blended learning sessions.
Tag and Title Clerk
Chatham County Tag Office
03.2018 - 06.2022
- Communicated with customers to resolve common title issues.
- Prepared tax and title documents to submit legal transfer work to DMV.
- Used Xerox machines and reader and printer machines to make, file, and distribute copies of recorded documents.
- Contacted State Motor Vehicle Department to determine status of pending titles.
- Verified and analyzed free-and-clear title issues, odometer readings, and VIN numbers to finalize sales deals.
- Organized and prepared tax and title documents to transfer ownership of property.
- Collaborated with team members to optimize workflow processes, enhancing overall productivity levels.
- Assisted customers with completing necessary paperwork, resulting in increased satisfaction rates.
- Reduced wait times for customers by consistently prioritizing tasks and staying organized.
- Demonstrated adaptability during peak periods by multitasking and being flexible in handling various tasks at hand.
- Streamlined tag and title processing by implementing efficient organizational systems.
- Organized physical files efficiently, enabling easy retrieval of information when needed for future reference or audits purposes.
- Maintained accurate records, ensuring timely and error-free processing of all transactions.
- Coordinated effectively with local Department of Motor Vehicles representatives for smooth processing of all required documentation.
- Managed high volumes of transactions while maintaining attention to detail and accuracy, leading to a decrease in errors.
- Stayed current on changing state regulations regarding vehicle registration and titling, ensuring consistent adherence to laws.
- Performed routine data entry or document management.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
Customer Service Supervisor
Americomm Systems
07.2013 - 10.2017
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
Customer Service Supervisor
KGB Directory Assistance
03.2010 - 01.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
ELY HIGH SCHOOL
Pompano Beach, FL06.2003
Skills
- First aid training
- Physical security
- Policy enforcement
- Surveillance techniques
- Security systems expertise
- Work ethic
- Punctuality
- Reliability
- Verbal and written communication
- Security procedures
- Emergency awareness
- First aid certified
- Document preparation
- Sensitive information handling
- Security protocols
- Dispatch
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Clear communication
- Team collaboration
- Active listening
Timeline
Security Training Officer
Prestigious Service Center
09.2022 - 10.2024
Tag and Title Clerk
Chatham County Tag Office
03.2018 - 06.2022
Customer Service Supervisor
Americomm Systems
07.2013 - 10.2017
Customer Service Supervisor
KGB Directory Assistance
03.2010 - 01.2013
High School Diploma -
ELY HIGH SCHOOL
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