Shayna McDowell
Peoria Heights,IL
Summary
Experienced with managing comprehensive record-keeping systems. Utilizes detailed documentation and efficient filing techniques to ensure accessibility. Knowledge of maintaining data accuracy and confidentiality standards.
Overview
14
14
years of professional experience
Work History
Youth Engagement Specialist
Children's Home Association Of Illinois
Peoria, IL
10.2025 - Current
- Engage in one-on-one and group mentoring to build trust, model healthy social skills, and assist with crisis intervention.
- Assist youth in setting and achieving behavioral, educational, and personal goals; coordinate with social workers, schools, and families.
- Maintain accurate records, case notes, and program documentation to comply with grant and agency requirements.
School Marshal
Waxahachie ISD
Waxahachie, TX
08.2022 - 04.2025
- 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
Dallas, TX
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
Dallas, TX
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
Ennis, TX
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
Grapevine, TX
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
Venus, TX
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
Arlington, TX
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
Arlington, TX
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
Bloomington, IL
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
Peoria, IL
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
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
- Conflict Resolution
- Data Analysis
- Audit preparation
Timeline
Youth Engagement Specialist
Children's Home Association Of Illinois
10.2025 - Current
School Marshal
Waxahachie ISD
08.2022 - 04.2025
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