Tiara Owens
Detroit,MI
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Overview
13
13
years of professional experience
Work History
Dedicated Console Operator
Inter-Con Security Systems, Inc.
02.2025 - Current
- Operated multiple console systems for efficient monitoring of operational activities.
- Coordinated workflow processes to ensure timely execution of production schedules.
- Maintained detailed logs of system performance and issue resolutions for compliance tracking.
- Led training sessions for new operators on console functionality and safety protocols.
- Maintained a safe working environment by adhering to established health and safety protocols during console operations.
- Observed and reported suspicious activities and persons.
- Assisted in training new employees, sharing best practices for successful console operation, and promoting a team-oriented work culture.
- Maintained detailed documentation of all console-related activities, ensuring accurate record-keeping and facilitating efficient knowledge transfer among team members.
Traffic Controller
TMI TRAFFIC MANAGEMENT
06.2022 - 03.2024
- Direct the flow of machinery and vehicles on roads and any other work sites. Coordinate, setup, manage, and remove traffic control. Direct traffic in disruption areas like accidents, planned maintenance, building sites, and roadworks.
Command Center Supervisor
Liberty Security Group
03.2021 - 06.2022
- Processes and forwards information from incoming and logs shift activity of various officers and situations around site.
- Monitors physical security systems and coordinates responses to safety/security issues around client property.
- Dispatches security personnel to respond to incidents and facilities and relays information during all emergencies to proper emergency personnel.
- Performs various administrative tasks as assigned and directed by account Manager to include; assisting with security with security projects, access control badging, performing calls for service for maintenance issues around premises and supervising and managing subordinate security staff on shift.
Lead Monitoring Specialist/Monitoring Specialist
Guardian Alarm
03.2013 - 02.2021
- Interacts with customers to provide support and information on Guardian’s products and solutions
- Ensures that appropriate actions are taken to resolve customers’ problems and concerns
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments in MAS
- Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
- Diagnose alarm system problems via telephone and create service ticket only after exhausting all resources and expertise
- Perform all procedures as required to resolve customer problems and/or concerns as well as Dispatching on Burgs, fire, holdups, and medical alarms. Assist Supervisor with any additional task or heavy work loads including covering shifts for Supervision and taking Supervisor calls when needed.
Education
High School Diploma - General Studies
Chadsey High School
Detroit, MI01.2002
Skills
- Dispatching
- Typing
- Security
- Communication skills
- Customer service
- Driving
- CCTV camera monitoring
- Fire alarm monitoring
- System monitoring
- CCTV surveillance
- Credential checking
- Conflict resolution tactics
- Burglar alarm monitoring
- Multitasking and organization
- Time management
- Quality assurance controls
- Attention to detail
CUST
- Core Strengths
- Strong organizational skills Courteous demeanor
- Active listening skills Energetic work attitude
- Seasoned in conflict resolution Telephone inquiries specialist
- Sharp problem solver Adaptive team player
- Willing to relocate: Anywhere
Timeline
Dedicated Console Operator
Inter-Con Security Systems, Inc.
02.2025 - Current
Traffic Controller
TMI TRAFFIC MANAGEMENT
06.2022 - 03.2024
Command Center Supervisor
Liberty Security Group
03.2021 - 06.2022
Lead Monitoring Specialist/Monitoring Specialist
Guardian Alarm
03.2013 - 02.2021
High School Diploma - General Studies
Chadsey High School
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