Melissa Howard
Aurora,CO
Summary
Dynamic and detail-oriented professional with extensive experience in security and customer service, notably at Brosnan Security. Proven ability in conflict de-escalation and incident reporting, enhancing safety and guest satisfaction. Recognized for exceptional problem resolution skills and a strong work ethic, consistently delivering outstanding service in high-pressure environments.
Overview
25
25
years of professional experience
Work History
Security Officer
Brosnan Security/ Allied Universal Security
03.2025 - Current
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Responded quickly to incidents and assessed active situations for security concerns.
Retail Sales Representative
T-Mobile
12.2023 - 10.2024
- Maintained awareness of competitors'' offerings to provide informed comparisons when assisting customers with purchase decisions.
- Boosted customer satisfaction by providing exceptional product knowledge and personalized recommendations.
- Increased sales by offering advice on purchases and promoting additional products.
- Recommended merchandise to customers based on needs and preferences.
- Handled complex transactions, including returns and exchanges, with efficiency and accuracy to maintain customer satisfaction.
Guest Service Agent
Frontier Airlines
01.2023 - 08.2023
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
Customer Service Representative
Sprint
06.2015 - 09.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Documented and detailed calls and complaints using call center's CRM database.
Bartender
Aviators Club (DIA)
05.2008 - 09.2012
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Obtained cash bank and stocked service bar to prepare for operation.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
Server
Red Lobster
10.2000 - 08.2006
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
Education
High School Diploma -
Central High School
Pueblo, CO06-1990
Skills
- Incident reporting
- General security
- Detail-oriented
- Conflict de-escalation
- Theft prevention training
- Active shooter training
- Emergency evacuation procedures
- Work ethic
- Workplace safety
- Customer service
- Problem resolution
- Call center experience
- Microsoft Excel
- Product sales
- Assertiveness
- POS systems expert
Languages
English
Full Professional
Timeline
Security Officer
Brosnan Security/ Allied Universal Security
03.2025 - Current
Retail Sales Representative
T-Mobile
12.2023 - 10.2024
Guest Service Agent
Frontier Airlines
01.2023 - 08.2023
Customer Service Representative
Sprint
06.2015 - 09.2017
Bartender
Aviators Club (DIA)
05.2008 - 09.2012
Server
Red Lobster
10.2000 - 08.2006
High School Diploma -
Central High School
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