AMBER LOFTON
SOUTHAVEN
Summary
Professional with background in customer service operations and quality assurance. Demonstrates strong analytical skills, adept at identifying issues and implementing effective solutions. Known for fostering team collaboration and meeting evolving needs while driving consistent results. Skilled in monitoring performance metrics, utilizing CRM tools, and delivering exceptional customer support.
Experienced Security Monitor with quick instincts. Actively monitor surroundings and guards physical, monetary and personnel assets. Establishes policies and action plans to guarantee success and optimal team performance. Solid history training team members on standard protocol when patrolling large crowds.
Overview
20
20
years of professional experience
Work History
Customer Service Monitoring Specialist
Securitas Technology
11.2019 - Current
- Boosted company reputation by providing exceptional service to clients and maintaining a high level of professionalism.
- Participated in ongoing training opportunities to stay current on industry developments and enhance professional growth.
- Participated in quality assurance initiatives by providing constructive feedback on team performance, identifying areas for improvement and suggesting potential solutions.
- Improved first-call resolution rates through effective problem-solving techniques and resource utilization.
- Responded quickly to emerging challenges in the fast-paced work environment without sacrificing attention to detail or quality of service delivery.
- Supported colleagues during peak periods, ensuring all customers received timely assistance regardless of call volume fluctuations.
- Served as a liaison between customers and other departments when necessary, facilitating clear communication channels for expedited resolutions.
- Trained new team members on company policies, procedures, and best practices for effective customer service monitoring.
- Contributed to increased customer retention rates by consistently exceeding expectations in service quality.
- Consistently met or exceeded performance metrics related to call volume, quality assurance, and customer satisfaction scores.
Site Security Manager
G4S Secure Solutions
10.2018 - 10.2019
- Reviewed existing emergency response procedures, suggesting improvements where necessary for optimal effectiveness during crisis situations.
- Developed comprehensive security plans for special events, minimizing risks and ensuring public safety.
- Improved response times to emergencies by establishing clear communication protocols among team members.
- Reduced incidents of trespassing by conducting regular security audits and identifying vulnerabilities.
- Performed regular risk assessments to identify areas requiring increased attention or additional resources.
- Evaluated the performance of individual team members as well as overall departmental success in achieving established goals.
- Organized ongoing training programs for staff members to ensure they remained knowledgeable about evolving industry standards and best practices in site security management.
- Managed a team of security personnel, ensuring proper training and adherence to company policies.
- Provided regular updates on site security status to upper management, allowing for informed decision-making regarding resource allocation and policy changes.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Investigated incidents and wrote reports.
- Submitted documentation for weekly payroll, managed schedules, and enforced policies.
Security Shift Leader
Fred's Inc.
06.2015 - 03.2019
- Lead a team of 3-5 guards per shift and complete daily shift reports
- Create post assignments for guards weekly and assist in maintaining department schedules
- Work post details as needed
- Monitor alarms for all stores in 14 states
- Complete police reports with local police and assign contract guards/off-duty police officers to store as needed due to break-ins, robberies, or building damages
- Maintain seal logs according to CPAT regulations (assign load seals)
- Maintain company key logs, assign employee keys, and log on key cards
- Issue employee badges, take photos, and print badges to issue
- Order department supplies, locks, and keys using appropriate purchase orders
- Create repair work orders for alarm issues and building repairs
- Inspect fire alarm systems, including fire extinguisher and riser checks on a weekly basis
- Escort terminated employees off property
- Fuel patrol cars
- Operate multi line phone/switchboard, provide customer service, and data entry as needed
- Streamlined shift operations by developing and enforcing clear policies and procedures.
- Promoted a safe working environment by identifying potential hazards and implementing corrective actions.
- Trained new hires thoroughly on company policies, procedures, equipment usage, emphasizing the importance of teamwork.
- Coordinated protective service operations with other emergency response agencies.
Security Guard
Fred's Inc.
06.2014 - 06.2015
- Maintained appropriate duties for each assigned post: control center, truck gate, lot patrol, and distribution center employee entrance
- Monitored security alarms using the NuTech and BoldNet systems
- Issued user codes for security alarm systems and reported to administrator
- Completed detailed reports for incidents of theft and other emergencies
- Verified visitors by government-issued IDs and maintained guest log daily
- Logged in/out all inbound and outbound loads to and from the distribution center
- Verified all seals matched to the appropriate load bill of lading (BoL) per CPAT regulations
- Patrolled the premises and inspected for damages to fencing or equipment
- Monitored distribution center employee entrance to prevent incidents of violence or theft
- Processed employees through metal detector procedure for entry into distribution center
Security Officer
Bally's Casino
03.2013 - 06.2014
- Provided protection for the casino and all guests and employees
- Responsible for the overall protection of company assets
- Guarded all transfers of monies and chips on the casino floor as well as the physical transportation of hopper fills, chip fills, and credits
- Interacted with guests, employees, and law enforcement agencies in a professional manner
- Promoted outstanding guest relations
- Maintained a written log of incidents involving guests or employees and prepared additional detailed reports as required
- Ensured departmental compliance with federal, state, and local regulations, and with departmental and company policies and procedures
- Responsible for adherence to health, fire, and safety regulations
- Identified potential safety hazards and reported to appropriate personnel
Communications Officer
Hernando Police Department
10.2007 - 02.2013
- Supported investigations by providing essential information from dispatcher logs when required.
- Conducted regular equipment checks to ensure optimal functionality, minimizing technical issues during operations.
- Enhanced public safety by efficiently dispatching emergency services to incidents.
- Handled multiple phone lines simultaneously, effectively triaging emergency situations and coordinating responses.
- Navigated complex database systems with ease, ensuring prompt access to vital information during time-sensitive events.
- Participated in ongoing professional development, staying up-to-date on best practices for police communications procedures.
- Improved response times for emergency calls with effective communication and prioritization skills.
- Managed high-pressure situations calmly, providing accurate information to first responders during critical incidents.
- Handled non-emergency calls professionally, directing callers towards appropriate resources or departments as needed.
- Provided timely assistance to citizens in distress, utilizing empathy and active listening skills.
- Promoted a positive work environment through teamwork, assisting colleagues during peak call periods.
- Maintained precise records of calls and incidents, ensuring clarity in documentation and reports.
- Collaborated with other law enforcement agencies for seamless coordination during emergencies and special events.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Pre-K Teacher
Wildwood Christian School
09.2004 - 10.2007
- Cared for pre-k children, which included preparing meals, taking children to the restroom, and setting the appropriate classroom room time
- Prepared and organized own lesson plans and classroom structure
Front Desk Clerk
Comfort Inn and Suites
06.2006 - 08.2006
- Took reservations by phone, and checked guests in and out of their hotel rooms
- Completed light maintenance, including swapping out room A/C units, light bulbs, and faucet handles
- Responsible for after-hours housekeeping when needed and providing guests with extra pillows and blankets
Education
Diploma - College Preparatory
Horn Lake High School
Horn Lake, MS05.2006
Skills
- CUSTOMER SERVICE
- MULTI-LINE PHONE
- MULTITASKING
- DATA ENTRY
- PROBLEM SOLVING
- MICROSOFT OFFICE
- LEADERSHIP
- TYPING
- TIME MANAGEMENT
- ADAPTABLE
- DEPENDABLE
- Call center experience
- Physical security expertise
- Workplace safety
- Security camera monitoring
- Administrative skills
Timeline
Customer Service Monitoring Specialist
Securitas Technology
11.2019 - Current
Site Security Manager
G4S Secure Solutions
10.2018 - 10.2019
Security Shift Leader
Fred's Inc.
06.2015 - 03.2019
Security Guard
Fred's Inc.
06.2014 - 06.2015
Security Officer
Bally's Casino
03.2013 - 06.2014
Communications Officer
Hernando Police Department
10.2007 - 02.2013
Front Desk Clerk
Comfort Inn and Suites
06.2006 - 08.2006
Pre-K Teacher
Wildwood Christian School
09.2004 - 10.2007
Diploma - College Preparatory
Horn Lake High School
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