Nirvana Smith
Houston,United States
Summary
Efficient, dynamic, detail-oriented, and results-oriented in administrative support with 18 years of experience in customer service. Proven expertise in data entry, time management, computer efficiency, multitasking and problem solving.
Vigilant Senior Security Officer known for high productivity and efficient task completion. Possess specialized skills in risk assessment, emergency response planning, and security systems management. Excel at critical thinking, communication, and leadership, ensuring seamless operation and safety protocols adherence.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Security Officer
United Protective Services
Houston, TX
02.2024 - Current
- Patrolled facilities to serve as a general security presence for visible deterrent to crime and rule infractions
- Reported all incidents, accidents and medical emergencies to law enforcement
- Responded quickly to medical emergencies
- Answered alarms and investigated disturbances
- Patrolled industrial and commercial premises to prevent and detect signs of intrusion and ensure security if doors, windows and gates
- Issued security badges and visitor passes to all guests
- Investigated calls and complaints involving fire, theft, accident and hazard reports
- Checked passes and credentials of persons seeking to enter the property
- Inspected parking lots to verify that vehicles were properly parked and displayed parking permits
- Monitored security cameras and fire, building and alarm systems
Security Officer
ALLIED UNIVERSAL
Houston, TX
10.2023 - 02.2024
- Patrolled facilities to serve as a general security presence for visible deterrent to crime and rule infractions
- Reported all incidents, accidents and medical emergencies to law enforcement
- Responded quickly to medical emergencies
- Answered alarms and investigated disturbances
- Patrolled industrial and commercial premises to prevent and detect signs of intrusion and ensure security if doors, windows and gates
- Issued security badges and visitor passes to all guests
- Investigated calls and complaints involving fire, theft, accident and hazard reports
- Checked passes and credentials of persons seeking to enter the property
- Inspected parking lots to verify that vehicles were properly parked and displayed parking permits
- Monitored security cameras and fire, building and alarm systems
Diagnostic Scheduler
Veterans Evaluation Services
Houston, TX
05.2023 - 06.2023
- Supported the U.S
- Department of Veterans Affairs by providing Veterans and transitioning service members with appointments and information regarding exams, procedures, or any medical questions that was not in violation of HIPAA
- I assisted with using ICD-10 codes to complete and register with physicians
- I also contacted Veterans in regards to the nearest physician locations
Patient Service Representative
ACCLARA HEALTHCARE SOLUTIONS LLC
Houston, TX
12.2021 - 09.2022
- Effectively solve patient issues, complaints, and inquiries, while keeping patient satisfaction at the core of every decision and behavior
- The core responsibilities of a patient services associate are answering inbound calls and making outbound follow-up calls; while, using empathy and soft skills to handle concerns
- Identify customers' needs by clarifying information, researching, and providing solutions to ensure a first call resolution
- Accurately receive and process electronic payments from patients
- Advise, review, interpret patient statements/EOB and balances
- Document records of all conversations in our call center database in a comprehensible way
Customer Experience Specialist/Case Manager
Percepta / Teletech
Houston, TX
10.2020 - 10.2021
- As a Customer Experience Specialist (CXS) I work with customers and prospective buyers to earn and retain their loyalty with Ford Motor Company
- I accomplish this by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge, resources and resolving issues in a timely manner
- My customer interaction is accomplished through a combination of inbound/outbound phone calls, emails, and other correspondences
- As a Case Manager I often use practical application of time management, which is critical as a specialist, on handling cases from initial concern to resolution
- I would also handle cases within client's established timeline, utilize resources including onsite Knowledge Base, Dealerships, local resources, understanding of local laws, and Part & Tech SME's for help with case progressions
- The most critically important part to my success and my customer satisfaction includes keeping my promises with customers on updates and timelines
Customer Service Representative/Billing
PFS GROUP
Houston, TX
09.2019 - 05.2020
- Communicated with patients to help them resolve their healthcare accounts for hospitals such as Methodist, St
- Luke's, and Memorial Hermann to name a couple
- Assisted resolving patient/guarantor issues while being responsible for collecting payments, establishing payment plans, offering approved discounts, facilitating applications for financial aid, setting payment expectations, and requesting information from patients while following HIPAA guidelines
Administrative Collections Consultant/CSR
SUTHERLAND GLOBAL SERVICES
Houston, TX
07.2017 - 05.2019
- As an inbound consultant with programs like Amazon, Toyota Financial, and recently Lending Club, I answered inbound calls to provide exceptional customer service to consumers
- I also upsold new and existing products and services
- I had the opportunity to multi-task and interact with several contacts simultaneously
- Communicate suggestions for program enhancement to the Program Manager or Supervisor
- Exceed all client and company performance specifications
- Act with the highest degree of professionalism to ensure an exceptional customer experience
- Demonstrated ability to perform at a high level, to support our high volume of inbound calls
- Excellent verbal and written communication skills with the ability to maintain a calm, professional and positive demeanor while handling multiple projects and meeting deadlines
Temporary Manager/Assistant Trainer
PANERA BREAD
Houston, TX
10.2016 - 07.2017
- Assisted the management particularly the General Manager in implementing the standard guidelines for the store's daily operation
- Provided managerial support when monitoring the staff's daily tasks, performing inventory count of all store's supplies and evaluating sales on a continual basis while taking counteractive action in order for the company to meet the weekly sales growth target
- Ensured that the entire stores equipment as well as its facilities is properly maintained based on the company's guidelines in safekeeping and maintaining company owned equipment
- Assisted in training new crew members to ensure that applicants were qualified to perform their delegated tasks
Assembly Operator
IGLOO PRODUCTS CORPORATION
Katy, TX
07.2016 - 09.2016
- As a well-qualified assembler I had an exacting eye, quick mind and steady hand
- Preparing work to be accomplished by studying assembly instructions, blueprint specifications, and parts lists; gathering parts, subassemblies, tools, and materials
- I completed necessary requirements with controls and instrumentation, equipment maintenance, manufacturing experience, manufacturing quality, mechanical inspection tools, tooling, safety management, quality focus, power tools, judgment, and immediate decision making
- Resolved assembly problems by altering dimensions to meet specifications; notifying supervisor to obtain additional resources
Digital Service Specialist
CANON SOLUTIONS AMERICA
Houston, TX
04.2016 - 05.2016
- Diagnosed routine mechanical and system failures, using established procedures for products
- Serviced and repaired designated equipment, as assigned, to Canon standards and specifications and was successful on those repairs with support as required
- Reported to manager product failure trends and serviceability issues with necessary supported documentation ensuring accurate information and record keeping
- Met customer demands by providing efficient, responsive and accurate Field/Shop/onsite repairs
- Properly maintained all technical information, FSR's, Expense Reports and Canon property assigned
- Responsible for maintaining the performance of machines to which I was assigned as the primary engineer and maintained performance at a level which helped to achieve the districts overall metric targets
Traffic Engineer
BIGAB CO., L.C
Houston, TX
08.2015 - 11.2015
- Researched and planned traffic studies, including collecting data on road construction, land development, and traffic signals
- Sometimes used specialized computer software to analyze these studies, as well as simulate the effects of using different materials or signals
- I performed a majority of field work, most of the time was generally spent researching and analyzing information in a continuous mobile setting
- Ensured compliance with Department of Transportation regulations and analyzed the environmental impact of proposed construction and check specifications for adherence to engineering standards
Premise Technician
NTH CONNECT TELECOM
Houston, TX
08.2014 - 09.2014
- Responsible for maintaining the integrity of multiple Mobile Switching Centers (MSCs) and the numerous network elements they contain
- Worked both inside and outside performing hardware installations, routine maintenance and interpreting reports
- Utilized troubleshooting skills to identify and resolve complex system hardware/software problems and execute engineering work orders
Security Officer
EN GARDE PROTECTIVE SERVICES
Houston, TX
12.2013 - 06.2014
- Patrolled facilities to serve as a general security presence for visible deterrent to crime and rule infractions
- Reported all incidents, accidents and medical emergencies to law enforcement
- Responded quickly to medical emergencies
- Answered alarms and investigated disturbances
- Patrolled industrial and commercial premises to prevent and detect signs of intrusion and ensure security if doors, windows and gates
- Issued security badges and visitor passes to all guests
- Investigated calls and complaints involving fire, theft, accident and hazard reports
- Checked passes and credentials of persons seeking to enter the property
- Inspected parking lots to verify that vehicles were properly parked and displayed parking permits
- Monitored security cameras and fire, building and alarm systems
Security Officer
Smith Protective Services
Houston, TX
04.2012 - 07.2013
- Patrolled facilities to serve as a general security presence for visible deterrent to crime and rule infractions
- Reported all incidents, accidents and medical emergencies to law enforcement
- Responded quickly to medical emergencies
- Answered alarms and investigated disturbances
- Patrolled industrial and commercial premises to prevent and detect signs of intrusion and ensure security if doors, windows and gates
- Issued security badges and visitor passes to all guests
- Investigated calls and complaints involving fire, theft, accident and hazard reports
- Checked passes and credentials of persons seeking to enter the property
- Inspected parking lots to verify that vehicles were properly parked and displayed parking permits
- Monitored security cameras and fire, building and alarm systems
Security Officer
ACSS
Houston, TX
10.2006 - 10.2010
- Patrolled facilities to serve as a general security presence for visible deterrent to crime and rule infractions
- Reported all incidents, accidents and medical emergencies to law enforcement
- Responded quickly to medical emergencies
- Answered alarms and investigated disturbances
- Patrolled industrial and commercial premises to prevent and detect signs of intrusion and ensure security if doors, windows and gates
- Issued security badges and visitor passes to all guests
- Investigated calls and complaints involving fire, theft, accident and hazard reports
- Checked passes and credentials of persons seeking to enter the property
- Inspected parking lots to verify that vehicles were properly parked and displayed parking permits
- Monitored security cameras and fire, building and alarm systems
Education
BACHELOR OF SCIENCE - ELECTRICAL ENGINEERING AND COMMUNICATIONS TECHNOLOGY
ITT Technical Institute-Houston West
Houston, TX03.2016
ASSOCIATE DEGREE - ELECTRICAL ENGINEERING
ITT Technical Institute-Houston West
Houston, TX04.2014
Skills
- Receptionist
- Administrative Assistant
- Billing
- Microsoft Word
- Microsoft Office
- Organizational Skills
- Outlook
- Time Management
- Scheduling
- Powerpoint
- Data Entry
- Filing
- Software Troubleshooting
- Electrical Engineering
- Epic
- Medical Billing
- Office Experience
- Phone Etiquette
- Typing
- Word Processing
- Negotiation
- Driving Experience
- C/C
- Troubleshooting
- Programmable Logic Controllers
- Computer literacy
- Microsoft Excel
- Customer service
- Security
- Assembly
- Manufacturing
- Google Docs
- Supervising experience
- Documentation review
- Windows
- Cash register
- Dealership experience
- Upselling
- HIPAA
- Oracle
- ICD coding
- ICD-10
- Front desk
- CRM software
- Cash handling
- Debits & credits
- Databases
- Research
- Quality control
- Proofreading
- Analysis skills
- Computer skills
- Writing skills
- Communication skills
- IT
- IVR
- Data collection
- Computer hardware
- Sales
- Clerical experience
- Restaurant experience
- Medical terminology
- Incident reporting
- Emergency response
- Security monitoring
- Access control
- Crisis management
- Visitor management
- Surveillance operations
- Conflict resolution
- Regulatory compliance
- Team collaboration
- Attention to detail
- Analytical thinking
- Time management
- Effective communication
- Mobile security
- Identity management
- Security awareness
- Surveillance systems
- Crime prevention
- Information security
- Network security
- Emergency planning
- Security operations
- Biometric systems
- Video analytics
- Threat analysis
- Data protection
- Security training
- Asset protection
- Incident response
- Perimeter security
- Security management
- Vehicle inspection
- Patrol techniques
- Surveillance
- Relationship building and management
- Access badge distribution
- Radio communication
- Guard post rotation
- Building evacuation
- Crowd control
- Threat assessment
Certification
- Driver's License, 06/01/19, 06/01/25, C
- Security Guard License, 11/01/23, 11/01/25, Non-Commissioned
Additional Information
Studied at ITT Technical Institute for Electronic/Electrical Engineering and graduated with a B.AS. in Electrical Engineering and Communication Technology. Proficient in Microsoft Office, and other IT software applications.
Languages
English, Expert
Assessments
- Front desk agent (hotel), Proficient, 04/01/23
- Written communication, Proficient, 02/01/24
- Basic computer skills, Proficient, 02/01/24
- Spreadsheets with Microsoft Excel, Proficient, 10/01/21
- Scheduling, Proficient, 02/01/24
- Office manager, Proficient, 10/01/21
- Working with MS Word documents, Proficient, 02/01/24
- Work style: Professionalism, Proficient, 03/01/23
- Customer service, Proficient, 08/01/20
- Call center customer service, Proficient, 10/01/21
- Protecting patient privacy, Proficient, 12/01/22
- Data entry: Attention to detail, Proficient, 10/01/21
- Sales skills, Proficient, 11/01/22
- Attention to detail, Proficient, 10/01/21
- Supervisory skills: Motivating & assessing employees, Proficient, 08/01/24
- Medical terminology, Proficient, 12/01/22
- Work style: Conscientiousness, Proficient, 02/01/24
- Work motivation, Proficient, 02/01/24
- Customer focus & orientation, Proficient, 10/01/21
- Recruiting, Proficient, 10/01/21
- Security guard skills, Proficient, 04/01/22
- Retail management, Proficient, 08/01/24
- Medical receptionist skills, Proficient, 12/01/22
- Warehouse safety, Proficient, 11/01/22
- Food service: Customer situations, Proficient, 05/01/24
- Protecting patient privacy, Proficient, 03/01/23
- Work style: Reliability, Proficient, 02/01/24
- Administrative assistant/receptionist, Proficient, 10/01/21
- Basic maintenance and repair, Proficient, 04/01/23
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Senior Security Officer
United Protective Services
02.2024 - Current
Security Officer
ALLIED UNIVERSAL
10.2023 - 02.2024
Diagnostic Scheduler
Veterans Evaluation Services
05.2023 - 06.2023
Patient Service Representative
ACCLARA HEALTHCARE SOLUTIONS LLC
12.2021 - 09.2022
Customer Experience Specialist/Case Manager
Percepta / Teletech
10.2020 - 10.2021
Customer Service Representative/Billing
PFS GROUP
09.2019 - 05.2020
Administrative Collections Consultant/CSR
SUTHERLAND GLOBAL SERVICES
07.2017 - 05.2019
Temporary Manager/Assistant Trainer
PANERA BREAD
10.2016 - 07.2017
Assembly Operator
IGLOO PRODUCTS CORPORATION
07.2016 - 09.2016
Digital Service Specialist
CANON SOLUTIONS AMERICA
04.2016 - 05.2016
Traffic Engineer
BIGAB CO., L.C
08.2015 - 11.2015
Premise Technician
NTH CONNECT TELECOM
08.2014 - 09.2014
Security Officer
EN GARDE PROTECTIVE SERVICES
12.2013 - 06.2014
Security Officer
Smith Protective Services
04.2012 - 07.2013
Security Officer
ACSS
10.2006 - 10.2010
BACHELOR OF SCIENCE - ELECTRICAL ENGINEERING AND COMMUNICATIONS TECHNOLOGY
ITT Technical Institute-Houston West
ASSOCIATE DEGREE - ELECTRICAL ENGINEERING
ITT Technical Institute-Houston West
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