SOLOMON Y NEGATU
Silver Spring,MD
Summary
Hardworking customer service representative and Security Officer with long track record of guiding teams to exceed customer expectations. Talented at maintaining guest satisfaction, resulting in customer retention and loyalty as well as increased revenue. Dynamic leader with expertise in motivating staff to exercise excellent judgment when providing superior service.
Committed to maintaining professional relationships with clients to make them feel safer and be happy with services overall. Meticulous security, excellent at juggling multiple tasks and working under pressure.
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over eight years of industry experience.
Overview
17
17
years of professional experience
Work History
Security Officer
GardaWorld Security
08.2010 - 07.2023
- Conducted regular patrols of key areas to spot and control security concerns.
- Answered incoming and made outgoing calls.
- Managed over 50 customer calls per day.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Reported suspicious activities and persons to law enforcement.
- Checked and verified photo identification prior to granting facility access.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Monitored CCTV cameras and alarm systems (Access IT) for security breaches.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
Guest Service Team Leader
Towne Park LLC
05.2007 - 09.2015
- Provided outstanding customer service by greeting incoming and outgoing hotel guests and staff.
- Opened lobby doors and parked customer vehicles.
- Managed guests' luggage according to hotel procedures.
- Deliver packages to guest rooms when requested
- Assisted guests and servicemen with courtesy keys.
- Answered phones in professional manner.
- Provided general information and assistance to guests.
- Checked in/out guests, explained parking procedures, and maintained secure environment.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Evaluated team by reviewing customer feedback and key performance indicators.
- Created and enforced new procedures, resulting in improved customer service and problem resolution.
- Assigned daily job tasks and workloads to ten team members
Security Officer
Securitas Security Services
01.2007 - 08.2010
- Monitored Fire/Life Safety, Access Control and CCTV systems.
- Assisted staff, visitors and customers.
- Provided atmosphere in which all staff, customers, and visitors knew that company responded to, and care about their needs.
- Provided general information pertaining to surrounding areas and assistance as requested by visitor and/or customers regarding facility in effort to ensure customer satisfaction.
- Tour assigned route checking for security violations, fire hazards, mechanical problems, blocked exits unauthorized persons, etc.
- Observe and report any suspicious activity to appropriate security/management representatives.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Reported suspicious activities and persons to law enforcement.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
Education
Bachelor of Science - Management Information Systems
University Of Maryland Global Campus
College Park, MDAA - General Studies
Montgomery College
Silver Spring, MD05.2016
SQL Server 2019 Database Design and DevelopmentMicrosoft Business Intelligence - Information Technology
Targeted Technology Institute
Silver Spring, MD03.2021
Skills
- Data Analytics (MS BI, MS SQL, Power BI)
- Microsoft Word, Excel, Power Point, Access, and Outlook
- ETL Packages working as Data Analyst
- Data Modeling tools: ERWIN, Visio, Draw, Lucid Chart
- Excellent interpersonal skills, clients, customer satisfaction, customer services, directing, recording, reporting, Safety, supervisory, phone
- Strong verbal communication
- Conflict resolution
- Self-motivated
- Report writing
- Organization
- Team leadership
- Public speaking
- Guest Complaint Resolution
- Cash Register Operations
- Guest Check-In
- Guest Services
Timeline
Security Officer
GardaWorld Security
08.2010 - 07.2023
Guest Service Team Leader
Towne Park LLC
05.2007 - 09.2015
Security Officer
Securitas Security Services
01.2007 - 08.2010
Bachelor of Science - Management Information Systems
University Of Maryland Global Campus
AA - General Studies
Montgomery College
SQL Server 2019 Database Design and DevelopmentMicrosoft Business Intelligence - Information Technology
Targeted Technology Institute
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