Tonika Kelly
Washington,DC
Summary
Dedicated Customer Service Rep. providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
Armed SPO
General Security Services
02.2021 - Current
- Respond Swiftly and effectively to emergencies, incidents taking appropriate action to safeguard lives and property, Verify identification and entrance authorization and search all bags ect
- Conducted physical security patrols of assigned areas to detect and prevent criminal activity.
- Monitored access control systems, CCTV cameras and alarm systems to ensure safety of personnel and property.
- Enforced laws and ordinances on the property as necessary.
SPO
Capital City Protective Solutions Security
06.2019 - 05.2024
- Conduct routine patrols, monitor surveillance system, and respond to alarms or suspicious activities to prevent criminal incidents, Respond swiftly and effectively to emergencies, accidents, incidents, taking appropriate action to safeguard lives and property, Verify identification and entrance authorization, Search bags ect
- Patrolled assigned areas to identify and deter criminal activity.
- Observed individuals suspected of breaking the law or engaging in suspicious behavior.
- Performed routine security checks on buildings, equipment, vehicles, personnel, visitors, and contraband items.
Teacher Assistance (KIPP Douglas) - Before / After Care
AlphaBest Education
02.2020 - 02.2023
- Preparing material, organizing activities, helping students with assignments, updating attendance records, attending staff meetings, and reporting to management
- Assisted teachers with creating and maintaining a safe, orderly learning environment.
Warehouse Worker
Nordstrom Distribution Center
10.2021 - 06.2022
- Inbound – Unload Trucks, Scan boxes, Sort boxes
- Maintained stock levels in accordance with company policies.
- Received and tracked incoming inventory shipments.
- Loaded and unloaded trucks with hand-trucks, pallet jacks, and forklifts.
- Assembled orders according to customer requests.
Custodian/Customer Service
DC Court Building
06.2019 - 07.2021
- Provide quality customer service to customers by providing one-on-one attention to details, Respond to guest queries and requests, Respond to housekeeping problems, such as spills and broken glass, Emptying and clean trash containers, Clean wash basins, mirrors, and showers, wipe down glass surfaces, Sweep, mop, vacuum carpet, dust furniture and performed other duties as assigned
Custodian / Customer Service
Contract Cleaning Services
05.2015 - 08.2018
- Provide support to visitors and clients both in person and on the phone, Resolved service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem, Responded to housekeeping problems such as spills and broken glass
Stocker
Walmart
Landover, MD
04.2016 - 07.2018
- Received and processed incoming shipments of merchandise.
- Recorded quantity, type and value of materials or items received.
- Stocked shelves with newly arrived products.
- Arranged merchandise in an attractive manner to promote sales.
- Maintained accurate inventory records through manual systems and and or computerized databases.
- Organized storage areas for efficient use of space.
Custodial / Customer Service
Walter Reed Hospital
01.2010 - 08.2010
- Perform light cleaning duties to maintain establishment, Cleaning Military Rooms, Provided customer service to the disabled veterans, Created and maintain a safe and clean environment for patients, staff and visitors, Provides cleaning services in assigned areas to maintain an orderly, aseptic physical environment
School Bus Attendant
DCPS
01.2006 - 08.2009
- Monitor Safety Of Students, Worked with disabled children and young adults ranging in ages 12-21, Picked up students from private residences and dropped students off at respective destinations including school and after care programs
Day Care Center
Tiny Tott's
01.2005 - 08.2007
- Supervised 7 children monitor the safety of children, Prepare and organize mealtimes and snacks for children, Help children keep good hygiene, change diapers of infants and toddlers, organizes activities or implement a curriculum that allows children to learn about the world and explore their interest
Correctional Officer
Department OF Correction
11.2003 - 12.2004
- Supervised over 100 prisoners, Performed Pat and strip searches on residents, maintain daily activities and logs, provided detailed oral and written reports of facilities activities and events to incoming officers, performed routine schedules post and facility rounds
Security Officer
US Security
05.2000 - 11.2003
- Captain- Supervised a team of officers, Prepared and post schedules and time sheets for all officers, maintain daily activity records, Provided detailed oral and written reports of facility activities and events to incoming officers, performed routine scheduled post and facility rounds
Education
High School Diploma -
Spingarn High School
Washington, DC06-1994
Skills
- Ability to prioritize and remain focused on the essence of an issue
- Excellent with customer support service
- Skilled at learning new concepts quickly while working well under pressure
- Quality Control
- Customer Relationship Management
- Issue Escalation
- Marketing Skills
- Emergency Response
- Crime Prevention
- Conflict resolution techniques
- Detail Oriented
Timeline
Warehouse Worker
Nordstrom Distribution Center
10.2021 - 06.2022
Armed SPO
General Security Services
02.2021 - Current
Teacher Assistance (KIPP Douglas) - Before / After Care
AlphaBest Education
02.2020 - 02.2023
SPO
Capital City Protective Solutions Security
06.2019 - 05.2024
Custodian/Customer Service
DC Court Building
06.2019 - 07.2021
Stocker
Walmart
04.2016 - 07.2018
Custodian / Customer Service
Contract Cleaning Services
05.2015 - 08.2018
Custodial / Customer Service
Walter Reed Hospital
01.2010 - 08.2010
School Bus Attendant
DCPS
01.2006 - 08.2009
Day Care Center
Tiny Tott's
01.2005 - 08.2007
Correctional Officer
Department OF Correction
11.2003 - 12.2004
Security Officer
US Security
05.2000 - 11.2003
High School Diploma -
Spingarn High School
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