Karnia Forbes
Baltimore
Summary
Dynamic and dedicated professional with extensive experience as a Customer Service Manager at Walmart, excelling in incident reporting and crime prevention. Proven ability to enhance public safety through vigilant surveillance and effective team leadership, fostering a collaborative environment that significantly reduced customer complaints. Committed to maintaining order and ensuring a secure environment.
Overview
1
1
Certification
Work History
Unarmed Security Officer
PChange Protective Services
- Completed full building and grounds patrols to spot and investigate concerns.
- Directed guests around building and answered accessibility questions.
- Contributed to a positive work environment through excellent teamwork and collaboration with colleagues.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Prevented theft and vandalism by maintaining a visible presence and closely monitoring surveillance cameras.
- Monitored alarm systems to detect any unauthorized entries into protected areas.
- Enhanced safety by conducting thorough and regular patrols of the premises.
- Prevented crimes by immediately reporting all unusual, unauthorized, and illegal activity on premises.
- Responded quickly to incidents and assessed active situations for security concerns.
- Consistently maintained compliance with all site-specific guidelines, regulations, policies, procedures while carrying out duties as an Unarmed Security Officer.
- Ensured secure access to facilities by verifying identification and implementing visitor protocols.
Early Childcare Assistant
Magic Minds
- Provided one-on-one support to children with special needs or developmental delays.
- Monitored daily health checks of each child upon arrival at the facility to ensure safety and well-being of all students.
- Assisted in conducting regular assessments of each child''s developmental progress toward academic milestones.
- Participated in ongoing professional development opportunities to stay current with best practices in early childhood education methodologies.
- Enhanced children''s cognitive development by implementing engaging and age-appropriate learning activities.
- Promoted physical development by leading outdoor activities, games, and group exercises suitable for young children.
- Assisted in the creation of a nurturing and safe environment for children to learn and grow.
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Taught children to organize toys, wash hands, and share by leading by example.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
Cashier
Target
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Answered questions about store policies and addressed customer concerns.
Customer Service/ Sales Associate
Home Depot
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Customer Service Manager
WALMART
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Enhanced communication skills of team members with targeted workshops.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Certificate - CMA/ Certified Medical Assist
Fortis College, Baltimore Md.
Baltimore, MD08.2019
Diploma - Business
Douglass Senior High
Baltimore, MD06.1976
Skills
- Report writing
- Incident reporting
- Property patrol
- Crime prevention
- Maintaining order
- Accident investigations
- Perimeter security
- Emergency response coordination
- Facility security
- Perimeter patrol
- Crowd control
- Vigilant surveillance
- Parking enforcement
- Public safety protocols
- CCTV monitoring
- Alarm investigation
Certification
CPR-Received January 2010
Timeline
Unarmed Security Officer
PChange Protective Services
Early Childcare Assistant
Magic Minds
Cashier
Target
Customer Service/ Sales Associate
Home Depot
Customer Service Manager
WALMART
Certificate - CMA/ Certified Medical Assist
Fortis College, Baltimore Md.
Diploma - Business
Douglass Senior High
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