Nyesha Pates

Lead and oversee daily security operations, ensuring compliance with Allied Universal standards and client contract

requirements.

Supervise, train, coach, and evaluate security personnel to maintain professionalism and performance accountability.

Coordinate staffing schedules, approve shift changes, and ensure consistent site coverage across multiple posts.

Serve as a primary liaison between clients, management, and operations leadership to resolve concerns and

maintain service satisfaction.

Conduct incident investigations, prepare detailed reports, and implement corrective actions to reduce risk and

recurrence.

Partner with upper management to improve operational efficiency, reduce incident rates, and support retention

initiatives.

• Assisted customers with inquiries, providing accurate information and solutions to enhance satisfaction.
• Managed high volume of incoming calls, efficiently addressing customer needs and concerns.
• Collaborated with team to resolve complex issues, improving response time and service quality.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
• Resolved complaints to satisfy customers and encourage future transactions.
• Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
• Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.

• Processed high-volume data entries with accuracy and attention to detail.
• Maintained organized digital records using specialized data management software.
• Conducted quality checks to ensure consistency across entered information.
• Collaborated with team members to streamline data entry workflows.
• Followed established procedures to enter and process data correctly.
• Completed data entry tasks with accuracy and efficiency.
• Organized, sorted, and checked input data against original documents.

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Logged and updated federal systems accurately while meeting quality metrics.