Tiani Rosado
Phillipsburg
Summary
Diligent security professional with 2 years of experience in monitoring facility staff and visitors to ensure order and safety. Proven ability to quickly grasp new procedures and policies, employing defensive tactics within strict guidelines. Exceptional listening and service skills utilized in emergency response and evaluation procedures. With over 2 years of call center experience, consistently delivering excellent problem-solving and communication service to clients. Results-driven call center professional with a strong background in customer service and communication. Known for efficiently resolving issues and maintaining high customer satisfaction. Thrives in a collaborative team environment, adapts easily to change, and consistently achieves targets. Skill set includes active listening, problem-solving, and multitasking. Reliable and flexible, always ready to meet changing needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Security Supervisor
Allied Universal Security Services
09.2022 - Current
- Conducted regular patrols of facility to detect and deter security threats.
- Recorded incident reports with detailed accounts of occurrences.
- Closely monitored alarm systems, responding promptly to alerts and coordinating appropriate action when necessary.
- Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Streamlined communication between security staff, ensuring prompt response to potential threats or concerns.
- Improved employee safety by conducting regular training sessions on emergency procedures and proper use of security equipment.
Call Center Representative
CVS Aetna
01.2021 - 08.2022
- Managed incoming calls efficiently in a fast-paced setting.
- Assisted customers with their insurance plans.
- Checked medical files for precise and comprehensive data.
- Reviewed and corrected billing codes to ensure compliance with insurance requirements.
- Following up with insurers to find out the status of claims
- Answer questions and concerns
- Employed a database for accurate record-keeping.
- Collected and provided necessary details for claims processing.
Security Officer
Westhab Inc
04.2019 - 12.2021
- Guided periodic property safety inspections and oversaw remedial action for potential hazards
- Conducted thorough screenings with specialized scanners to ensure compliance with security regulations.
- Monitored entire facility and patrons for potential security threats.
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities
- Assessed situations by gathering insights, developed actionable resolutions with strategic follow-ups and preserved accurate records of complaint outcomes.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites
- Secured personal and company goods against robbery, vandalism and illegal entry
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies
- Compiled comprehensive reports on security-related incidents with priority classifications.
- Contacted law enforcement in case of unauthorized persons, documents and materials
- Reported suspicious activities and persons to law enforcement
- Administered CPR and first aid to resuscitate individuals while waiting for emergency medical responders to arrive
Call Center Representative
TGT-TymeGlobal Technologies
05.2019 - 08.2020
- Handled high-volume inbound and outbound calls utilizing Twilio platform.
- Facilitated public vaccination appointments and rescheduling.
- Provided information on booster shots and third doses.
- Provided clear instructions for locating vaccine centers.
Call Center Representative
King Teleservices
10.2016 - 03.2018
- Educated customers on company systems, form completion and access to services
- Provided accurate product details and ensured seamless correspondence to enhance customer satisfaction.
- Maintain a high standard of communication across all interactions.
- Maintained up-to-date knowledge of product and service changes
- Successfully balanced high call volumes by handling sign-ups, data retrieval, and service terminations.
- Executed development and implementation of processes for customer service training.
- Optimized organization of 311 databases for efficient information management.
- Delivered excellent customer service, resulting in a consistent 95% customer satisfaction rating
- Met all customer call guidelines including service levels, handle time and productivity
- Delivered prompt service to prioritize customer needs
Sales Floor Team Member
Target
08.2014 - 06.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.
- Maintained current knowledge of shelf planograms and end cap plans to merchandise products.
- Readied items for sales floor stocking by affixing tags and preparing shelf labels.
- Stayed current on available products, store promotions, and customer service policies to better serve shoppers.
- Provided prompt assistance at cash registers during peak hours, keeping lines moving efficiently and maintaining customer satisfaction levels high.
Education
Developmental Psychology
Southern New Hampshire University
Hooksett, NHHigh School -
Mott Hall High School
Skills
- Pattern Recognition
- Attentive and Observant
- CCTV Monitoring
- Incident Reporting
- Fire Department Communication
- Customer Service
- CPR Certified
- First Aid Training
- Verbal and Written Communication
- Data Entry
- Active Listening
- System Inspection and Maintenance
- Reliable and Responsible
- Microsoft Office
- Honest and Respectful
- Microsoft Word
- Excel
- EHR GO software
- Team leadership
- Staff management
- Skilled in conflict resolution
- Personnel supervision
Certification
- Fireguard (FO2)
- CPR training/certification
- First Aid training/certification
- Narcan training
- Harassment control training/certification
- Customer service certificate
Timeline
Security Supervisor
Allied Universal Security Services
09.2022 - Current
Call Center Representative
CVS Aetna
01.2021 - 08.2022
Call Center Representative
TGT-TymeGlobal Technologies
05.2019 - 08.2020
Security Officer
Westhab Inc
04.2019 - 12.2021
Call Center Representative
King Teleservices
10.2016 - 03.2018
Sales Floor Team Member
Target
08.2014 - 06.2016
High School -
Mott Hall High School
Developmental Psychology
Southern New Hampshire University
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