Virginia Cruz

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Answered inbound calls, chats and emails to facilitate customer service.
• Logged services performed in service ticket system.
• Processed and sent invoices, adjustments and credit memos to customers.
• Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.

Responsibilities includes monitoring of the mall's fire systems, patrol safety, MCI training, and rendering of medical care to the customers and employees of the shopping center. Incident Commander for all Active Shooter Drill Training involving numerous First Responder agencies including Police, Fire and EMS.

• Remained level-headed and proactive during emergency situations.
• Operated emergency vehicles with caution to keep patients, public and first responders safe.
• Assessed emergency situations and prioritized medical care for patients.
• Rendered direct patient care, including stabilizing patients and determining course of action based on triage.
• Trained newly hired Security Officers by offering insight into job duties and assessing shift performance.
• Determined appropriate steps needed to bring buildings into fire code compliance.
• Identified potential hazards and enforced safety protocols at scenes to prevent injuries.
• Conducted thorough reviews and acceptance tests of available sprinkler systems, fire extinguishers and suppression systems at tenant locations.
• Active team member of Allied Universal's A-Team CERT, responding to disaster. Past deployments included Hurricanes Maria, Dorian and Laura.
• Developed and maintained relationships with local law enforcement agencies to promote safety and security.
• Monitored access control systems, CCTV cameras, alarms, fire safety systems, and other related equipment.
• Conducted training sessions on security awareness for staff members.