Samantha Lewis
Fort Lauderdale,FL
Summary
Being educated for 10 years with a Bachelor's Degee in Criminal Justice, with a concentration in forensics. I am excited to continue my career with TSA which allows me to grow, achieve company goals and utilize my skills, education and my extensive background in management, customer service and or in law enforcement.
Overview
28
28
years of professional experience
Work History
Express Sales
Alorica Corp, American, Agent, Alorica Corporation
Group Administration Agent
Norwegian Cruise Lines
Customs Protection Officer
G4S Secure Solutions
09.2018 - Current
Supervisor
Jarmain Johnson
07.2012 - Current
- Resolve multiple technical issues related to equipment failure
- Deliver relevant solutions to customers looking to effectively cut cost
- Render assistance to DirecTV third party dealers calling for activations, program changes, upgrades etc
- Floor support- Assist agents with navigating the system, provide better solutions to handle difficult calls, and take escalated calls.
Team Manager
Alorica Corp
09.2016 - 04.2018
Lead support agent
Alorica Corp
06.2015 - 09.2016
Supervisor
American Express
08.2009 - 07.2012
- Card holders with redeeming their membership rewards points
- Sold card product upgrades to existing card products, cross sold, and added additional card members to the accounts
- Top sales agent, servicing all Amex business customers
- Increased revenue and built high refer-to-friends percentile
- Assisted new agents with transitioning to the production floor.
Supervisor
Rosalyn Taylor
05.2004 - 09.2008
- Worked with 100 different travel agencies covering 52 states (New York through Hawaii)
- Responsible for handling all 15 top accounts
- Supported Sales Reps in opening new accounts and upgrading existing service
- Quickly and effectively solved customer challenges
- Maintained quality control and satisfaction records and consistently sought new ways to improve customer service.
Transportation Security Officer
DHS-TSA
Miami, FL
11.2019 - Current
- Operated x-ray machines, hand wands and advanced imaging technology to conduct screening of passengers and baggage.
- Interacted with public to give directions, explain rules and regulations and respond to inquiries.
- Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
- Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
- Performed target searches on individuals exiting screening equipment to detect prohibited and dangerous items.
Union Representative
Afge Local 558
Miami , FL
08.2021 - Current
- Mediated discussions between employer and employee representatives in attempt to reconcile differences.
- Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.
- Reduced grievances and arbitration needs by educating frontline managers on techniques for enhancing interactions between labor and leadership.
- Educated Job titles on contract procedures, administration and interpretation.
Education
B.S - Criminal Justice
American InterContinental University
2010
Skills
- ADDITIONAL QUALIFICATIONS
- Proficient in
- Microsoft Office
- Received certificates in computer literacy program
- 45-50 wpm
- Customer Service
- Policy and Procedure Adherence
- Teamwork and Collaboration
Timeline
Union Representative
Afge Local 558
08.2021 - Current
Transportation Security Officer
DHS-TSA
11.2019 - Current
Customs Protection Officer
G4S Secure Solutions
09.2018 - Current
Team Manager
Alorica Corp
09.2016 - 04.2018
Lead support agent
Alorica Corp
06.2015 - 09.2016
Supervisor
Jarmain Johnson
07.2012 - Current
Supervisor
American Express
08.2009 - 07.2012
Supervisor
Rosalyn Taylor
05.2004 - 09.2008
Express Sales
Alorica Corp, American, Agent, Alorica Corporation
Group Administration Agent
Norwegian Cruise Lines
B.S - Criminal Justice
American InterContinental University
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