Shayna McDowell
Peoria,IL
Summary
Dedicated and customer-oriented professional with several years of experience in delivering exceptional service in dynamic and fast-paced environments. Adept at resolving issues, managing customer inquiries, and ensuring customer satisfaction through effective communication and problem-solving skills. Proven ability to build and maintain strong relationships with customers, handle high volumes of service requests, and maintain a positive company image. Skilled in CRM software, multi-tasking, and conflict resolution, with a passion for delivering top-notch support and contributing to the success of the team and organization.
Overview
12
12
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
07.2017 - 02.2018
- 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
12.2015 - 05.2016
- 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 - 01.2016
- 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
11.2014 - 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
09.2013 - 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
Mesquite, TX10.2019
CRIMINAL JUSTICE -
Illinois Central College
Peoria, IL01.2013
HIGH SCHOOL DIPLOMA -
Peoria High School
Peoria, IL01.2011
Skills
- Proficient in Computer Applications
- Client Support
- Structured Report Development
- Security Operations
- Conflict Resolution
- Data Analysis
- Payment processing
- Appointment Coordination
- Call center experience
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
07.2017 - 02.2018
Security Officer/ Driver Guard
Dunbar Armored
01.2017 - 03.2017
Correctional Officer
Sanders Estes Prison
12.2015 - 05.2016
Security Officer
At&t Stadium
07.2015 - 09.2015
Security Officer
Champion National Security
05.2015 - 01.2016
Customer Service Representative
Afni Call Center
11.2014 - 02.2015
Call Center Representative
HGS - Hinduja Global Solutions
09.2013 - 12.2013
CRIMINAL JUSTICE -
Illinois Central College
HIGH SCHOOL DIPLOMA -
Peoria High School
CRIMINAL JUSTICE -
Eastfield College
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