Susana Guerra
Desert Hot Springs,CA
Summary
Extensive experience in the security, aviation, customer service and research industries. Hardworking employee with customer focus, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Ability to think fast and clearly, problem solver, conscientious and thorough in all aspects of work.
Overview
17
17
years of professional experience
Work History
Caregiver
Privately Contracted
New York, NY
01.2013 - 11.2018
- Entertained, conversed with or read aloud to patients to maintain mental health and alertness.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Consulted with client care team to continually update care plans.
- Followed safe lifting and transferring techniques to transport residents.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
- Developed plans for respite care when needed based on availability of family members or other caregivers.
- Prepared meals.
TSA Agent
TSA
Miami, FL
03.2004 - 10.2012
- Used x-ray scanners to check luggage and carry-on items for unauthorized materials.
- Completed thorough zone searches to check for physical tampering and restricted items.
- Assisted passengers with disabilities in walking through screening checkpoints.
- Conducted security screenings of passengers and their baggage, ensuring compliance with TSA regulations.
- Communicated and coordinated responses to suspicious activities.
- Provided customer service assistance to passengers needing special attention or help navigating the airport.
- Adhered strictly to established protocol while interacting with passengers during security checks.
- Upheld strong customer service standards while completing screenings.
- Manually searched carry-on or checked baggage containing suspect items such as weapons or liquids exceeding volume limits.
- Watched each individual to assess demeanor and look for suspicious behavior.
- Alerted supervisors immediately when any suspicious persons or activities were observed.
- Directed passengers clearly for quick movement through security screening process.
- Operated X-ray machines and body scanners to detect prohibited items such as weapons, explosives, and drugs.
- Reviewed incident reports generated by fellow agents on duty.
- Conducted pat-downs and hand-held wand searches of passengers when machine alarms indicated further inspection.
- Enforced security policies and protocols to maintain a safe environment throughout the airport facility.
- Monitored and conducted passenger screening.
- Provided security and protection to travelers across all transportation sectors.
Processing & Customer Service Clerk
US Passport Agency
Miami, FL
01.2002 - 08.2004
- Provided assistance to customers with passport application forms and documents.
- Checked passports for accuracy before issuing them to applicants.
- Maintained an up-to-date knowledge of government regulations related to passport processing.
- Evaluated applications and assessment results to determine eligibility and acceptance.
- Ensured that all required documentation was completed correctly before submitting it for approval.
- Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
- Verified application data and account information against legal documentation to determine accuracy and integrity.
- Verified the authenticity of customer's identity documents.
- Counseled customers on proper use of their passports, visas, and other travel documents.
- Inspected photographs for compliance with government standards prior to affixing them to applications.
- Updated records of issued passports in the computer database daily.
- Verified document authenticity to process license application.
- Processed passport applications accurately and efficiently.
- Resolved customer inquiries regarding passport services in a timely manner.
- Answered phone calls from customers seeking information about their passports and other travel documents.
- Identified needs of customers promptly and efficiently.
Film Extra
Freelance
New York, NY
- Understood and followed oral and written directions.
Education
Bachelor of Arts - Religious Education
Need To Know This
Boulder, CO06-2001
Skills
- Basic Housekeeping
- Progress Documentation
- Behavioral Management
- Mobility Assistance
- Protocol Implementation
- Team Development
- Incident Reporting
- Procedure Implementation
- Customer Relations Skills
- Customer Service and Assistance
- Microsoft Office
- Task Prioritization
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Caregiver
Privately Contracted
01.2013 - 11.2018
TSA Agent
TSA
03.2004 - 10.2012
Processing & Customer Service Clerk
US Passport Agency
01.2002 - 08.2004
Film Extra
Freelance
Bachelor of Arts - Religious Education
Need To Know This
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