Salena Gonzalez
Magnolia,TX
Summary
With a strong work ethic and passion for security, while bringing the ability to prioritize time sensitive issues, protect personnel/premises and operate independently in high-stress environments. Being skilled at assessing situations and taking appropriate action such as responding to criminal acts, fire, and medical emergencies. The ability to remain alert, attentive, and vigilant allows for to anticipate trouble and take steps to intervene and diffuse situations with a keen eye for detail.
Overview
18
18
years of professional experience
Work History
Customer Care Remote
Elevance Health
12.2022 - Current
- Serving others with absolute ability to be empathetic and desire to go above and beyond to help resolve members questions at first point of contact.
- Customer advocate, willing to listen and find creative solutions to address and resolve customers' questions, issues, or concerns to create first call resolution at 100%.
- Multi-tasking, navigating multiple computer applications and working efficiently while communicating and serving customers.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying, and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Detention Officer
Montgomery Processing Center
10.2018 - 12.2022
- Oversees and monitors activities of detainees in living areas, recreation activities area, dining areas and visitation areas.
- Coordinates and monitors detainee movements, conducts count and provides emergency response as needed.
- Supervises labor crews in various areas around facility.
- Assigned to various posts including Control room, health service area for both male and female, special housing units, General housing units and Visitation.
- Conducted physical searches of prisoners and premises in search of weapons and contraband.
- Wrote daily reports and maintained logs of inmate activities and behaviors.
Delivery Driver/ Event Staff
Mélange Catering & Special Events, TABC
01.2016 - 10.2018
- Serve food and/or beverage for over hundreds of people and to expectations of supervisors/clients to ensure consistency and efficiency throughout course of events.
- Assist in any setup/reset for events to supervisor's / coordinator's / guest's specifications.
- Maintained beverage operations and ensure compliance with all policies, standards, and procedures.
- Sets expectations and holds food and beverage leadership team accountable for demonstrating desired service behaviors.
- Bartending for hundreds of clients.
Claims
Law Office of Richard J Presutti
01.2016 - 01.2017
- Set up claims within establish timeframes for processing.
- Assemble and organize medical bills for submission to bill audit vendor partner.
- Assemble and organize medical documents for submission to medical providers.
- Draft template letters to support adjusting teams & get them sent out to obtain proper documentation.
- Other clerical functions, as assigned.
- Demonstrates abilities to assume responsibility without direct supervision, exercise initiative and judgement, and make decisions within scope of assigned authority.
- Process daily credit card transactions.
Security Officer Level II
Executive Security
01.2012 - 06.2013
- Monitor entrance of property through surveillance.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Guard against theft and maintain security.
- Respond to alarms and calls of distress.
- Use walkie-talkies, pagers, and cell phones to stay in contact with other security personnel.
- Inspect and adjust security systems, equipment, and machinery to ensure operational use to detect evidence of tampering.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Shift Manager
Pizza Hut
01.2006 - 01.2012
- Assisting customers with their food, orders, and transactions.
- Managing stores including opening and closing of 2-3 stores weekly.
- Preparing Cash deposits/ Making deposits daily.
- Paperwork handling such as receipts, food costs and sales.
- Food Order entry upon receiving or transferring.
- Pass food inspections and specialty audits.
- Managing 10-20 employees in high-volume environment.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
2022
Associate of Applied Science - Criminal Justice
Lone Star Community College
2015
Skills
- Excellent Oral and Written Communication
- Detail Oriented
- Report Writing
- De-Escalation Techniques
- Security Screening
- Administrative and Managerial Skills
- Proficient in office technologies, such as Excel, SpreadSheets, PowerPoint, Teams
- Technical support experience
- Conflict Resolution Techniques
- Database Query Software
- Surveillance Procedures
- Evidence Documentation
- Critical Thinking
Timeline
Customer Care Remote
Elevance Health
12.2022 - Current
Detention Officer
Montgomery Processing Center
10.2018 - 12.2022
Delivery Driver/ Event Staff
Mélange Catering & Special Events, TABC
01.2016 - 10.2018
Claims
Law Office of Richard J Presutti
01.2016 - 01.2017
Security Officer Level II
Executive Security
01.2012 - 06.2013
Shift Manager
Pizza Hut
01.2006 - 01.2012
Bachelor of Science - Criminal Justice
University of Phoenix
Associate of Applied Science - Criminal Justice
Lone Star Community College
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