Tierra Gwaltney
Virginia Beach
Summary
Criminal Justice graduate with 10+ years of experience conducting detailed, high-volume interactions across event coordination, airline operations, and mental health services. Proven ability to gather sensitive information, conduct structured interviews, and maintain accurate documentation in fast-paced environments. Recognized for strong communication, professionalism, and the ability to build rapport with diverse individuals. Seeking to contribute to national security efforts as a Background Investigator.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Sales and Catering Coordinator
Marriott Hotels
07.2024 - Current
- Responds to incoming group and catering inquiries, ensuring prompt and accurate quoting.
- Ensures efficient turnover of new business for service delivery by managing deposit collections and coordinating email communications.
- Compiles and presents weekly performance reports to the Area Director of Sales and catering teams.
- Conducts on-site property tours for prospective clients to facilitate event planning.
- Manages the receipt and processing of check deposits, liaising with the accounting department for reconciliation.
- Distributes weekly resumes and event orders, maintaining clear communication across all property teams.
Client Success Manager
Ace Mental Health
Richmond
03.2022 - 07.2024
- Conducted structured intake interviews to obtain detailed personal, behavioral, and background information from clients
- Asked sensitive and complex questions regarding mental health history, trauma, and suicidal ideation while maintaining professionalism and discretion
- Evaluated responses to determine appropriate service placement, demonstrating strong analytical and decision-making skills
- Maintained accurate, thorough, and confidential documentation in compliance with regulatory and privacy standards
- Built rapport with diverse individuals to elicit honest and complete information
- Managed multiple cases simultaneously, prioritizing high-risk situations and meeting strict timelines
Customer Service Agent/ Station Trainer
Southwest Airlines
09.2014 - 06.2022
- Committed to prompt service to customers for their upmost satisfaction.
- Maintained positive relationships with all internal and external customers.
- Handled computer system of the Airlines to generate flight reservations and issue boarding passes as well as airline tickets.
- Resolved customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources. Efficiently handling large call volume inquiries as well as light administrative duties such as copying and fax request.
- Well-versed in FAA travel regulations and passenger standards.
- Strong understanding of the benefits of rewards programs and how to sell them to potential customers.
- Handled all aspects of ticketing and checking by operating a computerized point-of-sale system, boarding, baggage service and reservations.
- Washington DC-Baltimore Area
Digital Coordinator
Capital One
10.2021 - 05.2022
- Assisted customers with all technical issues in the Capital app and website.
- Provided assistance with credit line increase and making payments.
- Used various cross data programs to run identity searches to match with the correct customer for security procedures.
- Remote
Administrative Assistant/Insurance Coordinator
CVS Caremark
02.2006 - 01.2009
- Performed a variety of administrative tasks such as answering phones, preparing correspondence, copying, faxing, filing, scanning, and creating shipping labels, in support of the day-to-day operations of the office.
- Oversaw administrative tasks of doctors office.
- Verified insurance eligibility and process account receivables/payables.
- Managed and responded to Insurance claim appeals.
- Performed insurance verification.
- Created accurate and complete accounts in host system by obtaining and verifying all patient registration information.
- Assured appropriate and timely documentation of all account activity is handled appropriately.
Education
Certified EKG Technician -
Thomas Nelson Community College
Hampton, VA 06.2025 - 11.2025
Bachelor of Science - Criminal Justice
Virginia Commonwealth University
08.2006 - 05.2011
Skills
- Investigative Interviewing & Fact-Finding
- Sensitive Information Handling & Confidentiality
- Report Writing & Documentation Accuracy
- Time Management & Case Prioritization
- Critical Thinking & Issue Resolution
- Conflict Resolution & De-escalation
- Multitasking Across Systems
- Professional Written & Verbal Communication
- Microsoft Office Suite (Word, Excel, Outlook)
Additional Qualifications
- Willing and able to obtain and maintain a Top Secret (T5) clearance
- Valid driver’s license and reliable transportation
- Equipped with a dedicated home office and high-speed internet
- Open to travel and fieldwork assignments
Timeline
Certified EKG Technician -
Thomas Nelson Community College
06.2025 - 11.2025
Sales and Catering Coordinator
Marriott Hotels
07.2024 - Current
Client Success Manager
Ace Mental Health
03.2022 - 07.2024
Digital Coordinator
Capital One
10.2021 - 05.2022
Customer Service Agent/ Station Trainer
Southwest Airlines
09.2014 - 06.2022
Bachelor of Science - Criminal Justice
Virginia Commonwealth University
08.2006 - 05.2011
Administrative Assistant/Insurance Coordinator
CVS Caremark
02.2006 - 01.2009