Mercedes Ibarra
Long Beach,CA
Summary
Dedicated and highly organized Veteran with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
18
18
years of professional experience
Work History
Client Manager
Allied Universal
Encino, California
08.2024 - Current
- Implemented best practices for addressing customer inquiries efficiently across various channels like email, phone, social media.
- Resolved customer complaints in a timely manner through effective communication techniques.
- Developed and maintained strong relationships with clients to ensure customer satisfaction.
- Managed client accounts, including conducting regular reviews and providing strategic advice.
- Analyzed data from customer surveys to identify areas for improvement in the company's products or services.
- Organized and led client meetings to discuss project progress, timelines, budgets, and other pertinent information.
- Maintained accurate records of all interactions with customers including emails, phone conversations.
- Monitored performance metrics such as response times, resolution rates, ensuring adherence to SLAs.
Operations Manager
Allied Universal Services
Encino, CA
02.2024 - Current
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Created detailed reports on the performance of individual departments within operations.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
Staffing Specialist
Allied Universal Security Services
Van Nuys, CA
08.2023 - 02.2024
- Developed and implemented recruitment strategies to attract qualified job applicants.
- Organized, coordinated, and monitored staffing activities to ensure compliance with established policies and procedures.
- Conducted interviews with potential employees to assess qualifications, skills, and experience.
- Reviewed resumes and applications to determine if candidates met the required criteria for open positions.
- Provided guidance on career development opportunities to existing staff members.
- Maintained accurate records of all staffing related activities in the company database.
- Managed onboarding processes for new hires including orientation programs and training sessions.
- Participated in job fairs and other recruitment events to promote the company's brand.
Transit Bus Operator
Transdev
Arcadia, CA
01.2022 - 08.2023
- Conducted pre-trip inspections of the bus to ensure it was safe for operation.
- Monitored passengers to ensure they followed safety regulations and paid fares.
- Responded to customer inquiries regarding routes, schedules, and transfers.
- Assisted passengers with mobility devices in boarding and disembarking safely.
- Enforced passenger rules and regulations while providing courteous service.
- Reported any mechanical problems or incidents that occurred during transit operations.
- Completed daily paperwork such as log books, maintenance reports, incident reports..
- Maintained professional demeanor when dealing with difficult customers or situations.
- Managed time effectively by arriving at stops on schedule according to route times.
- Deescalated verbal altercations and fights between passengers.
Correctional Officer
TDCJ
Gatesville, TX
02.2018 - 05.2022
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Responded to emergency situations such as riots or disturbances with appropriate force measures.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Investigated incidents involving prisoners or staff to determine who was responsible for any violations of policies or procedures.
- Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
- Served as liaison between families of inmates ensuring they were kept informed about their loved ones' progress in custody.
CBRN Specialist
Army
Waco, TX
07.2007 - 07.2017
- Performed CBRN reconnaissance operations in various environments.
- Conducted Chemical, Biological, Radiological and Nuclear sampling and analysis of air, water, soil and other materials.
- Developed operational plans for the decontamination of personnel and equipment affected by CBRN agents.
- Monitored CBRN equipment to ensure proper functioning.
- Provided technical advice on how to respond to incidents involving CBRN agents or hazardous materials.
- Maintained accurate records of all CBRN activities conducted during deployments.
- Prepared operational orders outlining procedures for responding to potential chemical, biological, radiological or nuclear threats.
- Ensured compliance with safety standards when dealing with hazardous materials.
- Participated in drills designed to test response protocols for incidents involving hazardous substances.
- Operated surveillance, electronic warfare and other weapon systems.
Education
High School Diploma -
Century High School
Santa Ana, CA06-2006
Skills
- Business Development
- Program Administration
- Health and safety compliance
- Business Planning
- Customer Service
- Performance monitoring
- Organizational Management
- Contract Management
- Client Relationships
- High-pressure environments
- Business and Operations Management
- Team Building/Leadership
- Maintaining Compliance
- Management
- Problem-Solving
- Onboarding and Orientation
- Cultural Awareness
- Microsoft Office expertise
- Effective communication
- Conflict resolution
Timeline
Client Manager
Allied Universal
08.2024 - Current
Operations Manager
Allied Universal Services
02.2024 - Current
Staffing Specialist
Allied Universal Security Services
08.2023 - 02.2024
Transit Bus Operator
Transdev
01.2022 - 08.2023
Correctional Officer
TDCJ
02.2018 - 05.2022
CBRN Specialist
Army
07.2007 - 07.2017
High School Diploma -
Century High School