Jamicha "Mischa" Horace
Houston,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Security Supervisor
Allied Universal Security
05.2020 - Current
- Recorded incident reports with detailed accounts of occurrences.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Conducted regular patrols of facility to detect and deter security threats.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
- Assisted medical and lab pick-up/drop-offs.
- Acted as liaison between various departments (Merrit Peralta Institute, ICU, Children's hospital)
- De-escalated conflicts between patients, visitors and staff
- Assisted in emergency situations including: fires, evacuations and medical situations
- Investigated and resolved security breaches to protect organization and corporate assets.
Office Services Manager
Canon Inc.
04.2019 - 03.2020
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Duplicated high volume of trial and deposition data for attorneys.
- Coordinated special projects and managed schedules.
- Organized, stored, shipped, and maintained highly confidential court case documents.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Controlled finances to lower costs and keep business operating within budget.
- Reported to senior management on organizational performance and progress toward goals.
- Delivered performance reviews, recommending additional training or advancements.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
Site Supervisor
IST Management Services
12.2016 - 11.2018
- Trained new team members on site policies and procedures.
- Oversaw personnel safety and efforts at work site.
- Maintained records and logs of work performed and materials and equipment used.
- Resolved issues among team members to keep employees on task.
- Implemented best practices and safe operating procedures.
- Worked with personnel and managers to meet strict timelines.
- Guided employees and contractors in task completion, offering assistance to meet tight deadlines.
- Assisted managers in interviewing and selecting new workers.
- Troubleshot issues to keep machinery and tools operational.
- Orchestrated the set up and breakdown of large-scale events.
- Ensured federal, state, and company policies were followed in the destruction of documents.
- Ran high capacity copy machines and equipment.
- Handled large scanning, printing, imaging, and conversion project for federal and state court trials.
Customer Service Representative
MyPoints.com
10.2015 - 10.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Contributed input to weekly team meetings for system and platform improvement
Customer Service Representative
Randstad
03.2015 - 09.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed and analyzed daily scheduling and fuel reports.
- Effectively worked with over 60 customers to schedule "Preventive Maintenance" service.
- Data entry (processed 60-75 invoices per day for payment).
Military Support Assistant/Customer Support Agent
Relay Health, McKesson
07.2013 - 11.2014
- Identified, monitored and resolved potential problematic customer issues.
- Communicated with customer to understand needs and concerns.
- Maintained open lines of communication with external and internal customers.
- Developed solutions for customer independently and with manager.
- Processed fax failures for Sure Script-reducing them by 95%.
- Processed monthly and quarterly utilization reports, charts and graphs.
- Maintained and updated health provider database for th US military.
- Assisted Project Manager and Department of Defense with urgent projects and status reports.
- Data-entry (processed 3-5 thousand records per day).
- Processed marketing material requests.
Administrative Assistant
Healthcare At Home
06.2009 - 09.2012
- Maintained and updated company-wide policy and procedure manuals for 10 branches.
- Trained and oriented staff on new software and software upgrades.
- Ran quarterly, semi-annual and annual reports.
- Processed Medical Record Requests.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Data-entry (Infection Control Reports and Complaint Occurrence Reports)
Education
Associate of Arts - Business Administration
Laney College
Oakland, CA06.2020
High School Diploma -
Stephen Watts Kearny High School
San Diego06.1997
Skills
- Administrative Duties
- Regulatory Compliance
- Call Center Operations
- Employee Performance Evaluations
- Report Preparation
- Team Leadership
- Surveillance and CCTV Expertise
- Facility Patrols
- 10-Key and accurate data-entry
- Computer Proficiency
- Executive Management Support
- Data Evaluation
- Weapons screening
Accomplishments
- Achieved a 95% reduction in fax failures for Sure Script.
- Awarded "Certificate of Excellence" for outstanding customer service.
- Streamlined departments Clinical Record Review process, reducing the amount of records by 80%.
- Implemented cost effective way to distribute annual medical surveys - saving the company more than $5,000 per year.
- Researched and found better software that decreased data-entry times.
Certification
Valid Texas Private Security License - 01199814
CPR Certified
Timeline
Security Supervisor
Allied Universal Security
05.2020 - Current
Office Services Manager
Canon Inc.
04.2019 - 03.2020
Site Supervisor
IST Management Services
12.2016 - 11.2018
Customer Service Representative
MyPoints.com
10.2015 - 10.2016
Customer Service Representative
Randstad
03.2015 - 09.2015
Military Support Assistant/Customer Support Agent
Relay Health, McKesson
07.2013 - 11.2014
Administrative Assistant
Healthcare At Home
06.2009 - 09.2012
Associate of Arts - Business Administration
Laney College
High School Diploma -
Stephen Watts Kearny High School
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