Shayna McDowell
Peoria Heights,IL
Summary
Experienced professional with over a decade of extensive expertise in security operations and crisis management, adept at leveraging analytical skills to enhance safety measures. Demonstrates proficiency in surveillance, access control, and report writing, having effectively coordinated security protocols in educational and municipal settings. Committed to fostering secure environments through innovative solutions and strategic emergency preparedness.
Overview
13
13
years of professional experience
Work History
School Marshal
Waxahachie ISD
08.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced public safety by conducting patrols and surveillance in assigned areas.
- Resolved customer complaints with empathy.
- Performed risk assessments for various on-campus activities or events to ensure student safety remained paramount at all times.
Level III Security Officer/ Dispatcher
City of Dallas
09.2019 - 08.2021
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Updated caller records accurately after each interaction for seamless documentation and follow-up processes.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Utilized multi-line phone systems effectively, navigating between calls seamlessly while maintaining attention to detail.
Dispatcher/ Scheduler
Mv Transportation
03.2018 - 03.2019
- Orchestrated multi-vehicle scheduling system, reduced route delays and optimized passenger service delivery through strategic route planning.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support.
Security Officer
G4S Security Solutions
03.2017 - 03.2018
- Monitored access points and conducted regular security patrols, maintaining detailed incident reports and coordinating emergency responses.
- Protected facility assets and personnel through surveillance systems operation and visitor screening, ensuring zero security breaches.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Security Officer/ Driver Guard
Dunbar Armored
01.2017 - 03.2017
- Secured high-value assets during armored vehicle transport, maintaining strict protocols and coordinating with team members for efficient delivery routes.
- Implemented enhanced security measures during cash transport operations, ensuring zero incidents while managing time-sensitive deliveries.
- Partnered with team members to establish effective communication systems during transport operations, strengthening overall security measures.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Correctional Officer
Sanders Estes Prison
05.2016 - 01.2017
- Maintained security protocols and enforced regulations in a correctional facility, ensuring safety of inmates and staff while coordinating emergency response procedures.
- Conducted thorough security inspections and maintained detailed documentation of incidents, while implementing conflict resolution strategies.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
Security Officer
Champion National Security
05.2015 - 05.2016
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
Security Officer
At&t Stadium
07.2015 - 09.2015
- Maintained security protocols and monitored access points at high-capacity events, ensuring visitor safety and coordinating with law enforcement
- Conducted thorough security sweeps and surveillance operations, documenting incidents and maintaining detailed activity logs
- Partnered with cross-functional teams to manage crowd control during major sporting events, implementing emergency response procedures
- Enhanced venue security through proactive patrols and swift incident resolution, maintaining zero security breaches during peak events
Customer Service Representative
Afni Call Center
01.2014 - 02.2015
- Handled complex customer inquiries and resolved issues through active listening, providing tailored solutions while maintaining high satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Documented customer interactions meticulously, identified recurring issues, and developed effective solutions to enhance service delivery.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Call Center Representative
HGS - Hinduja Global Solutions
09.2012 - 12.2013
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Education
CRIMINAL JUSTICE -
Eastfield College
10.2019
CRIMINAL JUSTICE -
Illinois Central College
01.2013
HIGH SCHOOL DIPLOMA -
Peoria High School
01.2011
Skills
- Proficient in Computer Applications
- Client Support
- Structured Report Development
- Security Operations
- Conflict Resolution
- Data Analysis
- Payment processing
- Appointment Coordination
- Call center experience
- Crisis management
Timeline
School Marshal
Waxahachie ISD
08.2022 - Current
Level III Security Officer/ Dispatcher
City of Dallas
09.2019 - 08.2021
Dispatcher/ Scheduler
Mv Transportation
03.2018 - 03.2019
Security Officer
G4S Security Solutions
03.2017 - 03.2018
Security Officer/ Driver Guard
Dunbar Armored
01.2017 - 03.2017
Correctional Officer
Sanders Estes Prison
05.2016 - 01.2017
Security Officer
At&t Stadium
07.2015 - 09.2015
Security Officer
Champion National Security
05.2015 - 05.2016
Customer Service Representative
Afni Call Center
01.2014 - 02.2015
Call Center Representative
HGS - Hinduja Global Solutions
09.2012 - 12.2013
CRIMINAL JUSTICE -
Illinois Central College
HIGH SCHOOL DIPLOMA -
Peoria High School
CRIMINAL JUSTICE -
Eastfield College
Similar Profiles
LAURA SNIPESLAURA SNIPES
Special Education Department Chair / Math Teacher at Waxahachie High School — Waxahachie ISDSpecial Education Department Chair / Math Teacher at Waxahachie High School — Waxahachie ISD
ABRIANA A. SlinkerABRIANA A. Slinker
Biology Teacher at Waxahachie ISDBiology Teacher at Waxahachie ISD
Trinity MathewsTrinity Mathews
Third Grade Teacher at Waxahachie ISDThird Grade Teacher at Waxahachie ISD
Merveille MputuMerveille Mputu
Warehouse Associate at SandridgeWarehouse Associate at Sandridge
William LassleyWilliam Lassley
Retail Store Manager at T-Mobile By TCC WirelessRetail Store Manager at T-Mobile By TCC Wireless