Valerie Wamsley

• Controlled situations resulting from security breaches by engaging and containing suspects until police or other security personnel arrived.

• Adhered to strict screening techniques and procedures while conducting human screenings.

• Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.

• Operated X-ray screening machines and tools to screen people, containers, and personal belongings for potential hazards and weapons.

• Authenticated boarding passes, identification, and passports to prevent fraudulent travel.

• Reduced wait times and increased passenger satisfaction by effectively managing checkpoint operations.

• Addressed any customer complaints or concerns professionally, working towards satisfactory resolutions while upholding TSA standards.

• Implemented new technologies and procedures to enhance overall airport security operations.

• Managed team of trained security professionals engaged in anti-terrorism activities.

• Contribute input to supervisors and managers regarding a diversity of personnel matters including, promotions, awards, reassignments, and employee performance.

• Aid with investigations of incidents, and assemble incident reports or other documents that emit needed details and information.

• Daily maintenance on machines: ETD machines, walk through metal detector, bottle liquid scanner, AIT machine, and X-ray machine.

• Keep under observation and reporting on the status and progression of work, and represent the team in conveyance with the supervisor or manager for the intention of acquiring resources and information.

Atlas Lead duties:

• Lead a group of two to four trained officers screening all airport employees who try to gain access to SIDA doors.

• Report and document each employee screened, if there are alarms, and how many hours done each day.

Acting supervisor duties include:

• Covering for Supervisors during meetings and when dealing with other incidents

• Taking information for incident reports

• Dealing with minor conflict between passengers and employees

• Monitoring procedures are being followed at all times.

• Conducting and supervising employees in conducting security screening of persons as well as their carry-on luggage and checked baggage.

• Overseen screening checkpoint and baggage screening operations to include equipment, personnel, and the scheduling.

• Participated in the development of new policies and procedures, and recommended changes in policy and procedures based on observation of work. This is achieved this by observing a problem with work and recommending to a supervisor potential improvements or policy changes.

• Participating in the development of strategic planning initiatives, workforce planning, succession planning initiatives, and other reports and documents for TSA and superiors.

• Effectively scheduling employee breaks, rotations, and atlas hours to ensure there is always adequate staffing. As well as gathering necessary information for reports.

• Engaging in continuous development of critical thinking skills necessary to mitigate security threats by identifying, evaluating, observing and providing constructive feedback to peers when appropriate, and applying appropriate situational options and approaches.

• Preparing various types of communications such as morning briefings, checkpoint logs, reports, and documents that are required. Achieved by stepping in when needed for debriefing as well as making sure all SOP requirements are met.

• Creating incident information and reports for Law Enforcement Officers and superiors by collecting relevant information from passengers about location, time, and incident.

• Offered customers information about products, services, prices, and special offers.

• Drove sales by identifying customer needs and making product and service referrals.

• Answered phones and resolved customer issues and complaints.

• Scheduled appointments and performed clerical tasks, including typing and filing.

• Handled exchanges, returns, and refunds.

• Used POS systems to calculate and complete customer orders and transactions.

• Interacted with customers, promoting excellent service and experiences to generate repeat business.

• Managed customer calls efficiently in a fast-paced call center environment.

• Followed up with customers to offer additional support and check resolution satisfaction.

• Handled customer inquiries, billing questions, payments, and service requests.

• Documented, researched, and resolved customer service issues.

• Maintained customer satisfaction by addressing customer needs and resolving concerns.

• Anticipated needs and resolved problems to keep customers happy.

• Answered inbound calls each day to handle various concerns, set appointments, and close sales.

• Provided information to customers on products or services.

• Put together online order pickups and loaded purchases in vehicles.

• Promoted loyalty programs and store cards.

• Trained new retail team members in customer service and company policies.

• Maintained accurate register totals by carefully counting and securing cash.

• Prevented losses by watching for suspicious behavior.

• Enhanced operations and boosted efficiency through employee training and coaching.

• Helped employees operate productively and stay on task to meet business and customer needs.

• Cross-trained in every store role to maximize operational knowledge.

• Upheld company standards and compliance requirements for operations and cleanliness of all areas.

• Documented receipts and employee hours.

• Completed through opening, closing, and shift change functions to maintain operational standards each day.

• Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.

• Coordinated employee schedules to provide adequate staff coverage.

• Oversaw employee training and all staff management tasks.

• Worked in a high pressure environment