SAMANTHA WARD
Puyallup,WA
Summary
Seasoned Senior Customer Service Representative Lead with background in managing, mentoring and training customer service teams. Known for strong interpersonal skills and ability to resolve customer concerns efficiently. Proven track record of driving improvements in customer satisfaction rates and fostering positive relationships with customers to promote loyalty. Skilled at multitasking, conflict resolution, and implementing innovative customer service procedures to boost overall efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Specialist
ISLAND TIES SECURITY
Tacoma, Washington
03.2021 - Current
- Coordinated daily operations to ensure efficient workflow and task completion.
- Developed and implemented security protocols for safeguarding assets.
- Led training sessions on emergency response and safety procedures.
- Coordinated incident response efforts during security breaches and emergencies.
- Conducted risk assessments to identify vulnerabilities in security systems.
- Managed security team schedules to ensure adequate coverage at all times.
- Collaborated with law enforcement on investigations and incident reports.
- Reviewed and updated security policies to comply with regulations and standards.
- Oversaw vendor relationships for security equipment and technology solutions.
- Created detailed reports summarizing security incidents and their resolutions.
- Reviewed vendor contracts prior to signing in order to ensure that they meet established standards for data privacy and protection.
- Maintained records of employee attendance, absences, payroll information.
- Managed administrative tasks such as payroll processing, employee scheduling.
- Processed new hires and terminations in the payroll system.
- Reconciled discrepancies in the payroll system.
- Verified the accuracy of invoices against delivery receipts.
- Generated invoices and credit memos as required.
- Prepared bills, invoices, and bank deposits as needed.
OPERATIONS
NORTHPOINT PROTECTION
TACOMA, WA
09.2019 - 06.2021
- Supervised security team to ensure safety and compliance with company policies.
- Conducted regular inspections of premises to identify potential security risks.
- Developed and implemented security procedures and protocols for staff training.
- Developed and implemented training programs for security officers on safety protocols and emergency response procedures.
- Maintained records of daily activities related to incidents, patrols, alarms.
- Coordinated with local law enforcement agencies in order to provide mutual support during special events or operations.
- Supervised the development of security plans, strategies, and practices for assigned areas.
- Maintained records of employee attendance, absences, payroll information.
- Reviewed financial records including invoices, receipts, payroll costs.
Department Supervisor
BJS BINGO & GAMING
Fife, Washington
01.2009 - 06.2020
- Supervised daily operations in a fast-paced gaming environment.
- Managed staff scheduling and ensured adequate coverage for all shifts.
- Trained new employees on gaming regulations and customer service protocols.
- Coordinated with management to implement operational policies and procedures.
- Monitored compliance with safety standards and gaming regulations consistently.
- Assisted in resolving customer inquiries and complaints promptly.
- Conducted performance evaluations for team members to support development efforts.
- Trained employees on new processes or procedures as needed.
- Resolved customer complaints in a timely manner.
- Addressed employee issues and conflicts to provide input, feedback, and coaching.
Education
Associate of Arts - Culinary Arts
Bates Technical College
2009
Skills
- Customer relationship management
- Security compliance
- Security policy development
- Invoice processing
- Account reconciliation
- Data entry accuracy
- Billing software
- Microsoft Office
- Customer support
- Team collaboration
- Contract negotiation
- Document drafting
- Effective communication
- Business development
- Business growth strategy
- Safety compliance
- Payroll customer service
- Customer satisfaction
Affiliations
Camping, sports, church, family time
Certification
SECURITY GUARD CARD
Languages
Spanish
Professional
Timeline
Operations Specialist
ISLAND TIES SECURITY
03.2021 - Current
OPERATIONS
NORTHPOINT PROTECTION
09.2019 - 06.2021
Department Supervisor
BJS BINGO & GAMING
01.2009 - 06.2020
Associate of Arts - Culinary Arts
Bates Technical College