Kashiana Duran
Forestville
Summary
Accomplished customer service professional with 8 years of experience in diverse roles, including security and childcare. Proven ability to maintain order and ensure safety while delivering exceptional service. Skilled in communication and leadership, with a strong background in managing teams and fostering positive environments. Committed to enhancing customer experiences and operational efficiency in fast-paced settings. Willing to relocate: Anywhere Authorized to work in the US for any employer
Qualified Customer specialist with solid background in maintaining safety and security in various environments. Successfully managed access control and surveillance operations, contributing to prevention of unauthorized entries and incidents. Demonstrated vigilance and effective communication skills in working closely with team members and responding to emergencies.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Security Guard
Securitas
02.2022 - 12.2023
- Monitored premises to ensure safety and security of personnel and property.
- Conducted regular inspections of facilities to identify potential security risks.
- Maintained detailed logs of daily activities and incidents for accurate reporting.
- Developed and maintained positive relationships with clients through effective communication and professionalism.
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Provided excellent customer service to clients while maintaining vigilance in addressing security concerns or issues that arose onsite.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
Customer specialist
Electronic Security Services
06.2023 - Current
- Provided exceptional customer service and support to ensure customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their needs
- Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
- Built strong relationships with customers through effective communication and personalized interactions
- Identified opportunities for upselling or cross-selling products/services to enhance the customer experience
- Assisted in the development of training materials for new hires to ensure consistent delivery of excellent customer service
- Contributed ideas for process improvements that enhanced efficiency in handling customer inquiries
- Participated in team meetings to discuss best practices, share knowledge, and collaborate on problem-solving initiatives
- Collaborated with sales team members to identify potential leads or opportunities based on customer feedback or requests
- Developed rapport with key clients through regular check-ins, ensuring their ongoing satisfaction with our products/services
- Assisted in the implementation of new systems or processes aimed at improving overall efficiency within the department
- Conducted follow-up calls/email campaigns after resolving an issue to ensure complete resolution and gather feedback
- Implemented a proactive approach to customer service, anticipating potential issues and addressing them before they became problems
- Recognized as a top performer within the department for consistently meeting or exceeding performance metrics
- Monitored customer feedback to identify trends, leading to adjustments in service delivery strategies.
- Implemented best practices for handling service requests, increasing efficiency in issue resolution workflows.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone, email and web-based platforms.
- Provided customers with detailed information on company products, services and materials.
- Directed customers to appropriate departments for additional support.
- Balanced multiple priorities effectively while assisting customers, minimizing wait times without compromising on quality of service provided.
- Achieved high customer retention rates by consistently delivering exceptional support and assistance.
- Managed high call volume efficiently, maintaining impeccable quality in customer interactions.
- Developed rapport with clients through effective communication and active listening skills.
- Trained new team members on company policies and procedures, ensuring consistent service levels across the board.
Dental Lab Technician
Affordable Dentures & Implants
03.2022 - 11.2022
- Fabricated dental prosthetics using precision machinery and hand tools to ensure high-quality results.
- Collaborated with dentists to customize dentures based on patient specifications and feedback.
- Conducted routine maintenance on laboratory equipment to ensure optimal performance and safety standards.
- Developed new techniques for denture creation, enhancing overall efficiency of the lab processes.
- Led team meetings to discuss project updates, address challenges, and foster collaboration among staff members.
- Completed detailed models of patients' mouths to create accurate devices.
- Participated in continuing education courses to stay current with industry trends.
Security Officer
Securitas
01.2019 - 08.2022
- Monitored premises to ensure safety and security of personnel and property.
- Conducted regular patrols to deter illegal activities and maintain a secure environment.
- Collaborated with management to develop security policies that improved overall safety standards.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Checked and verified photo identification prior to granting facility access.
Daycare Assistant
IN HOME DAY CARE
02.2021 - 12.2021
- Supervised daily activities to ensure safety and engagement of children in care.
- Assisted in developing age-appropriate educational programs fostering creativity and learning.
- Maintained clean and organized play areas, promoting a healthy environment for children.
- Communicated regularly with parents regarding children's progress and daily activities.
- Implemented behavioral management strategies to encourage positive interactions among children.
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
- Provided lunchtime assistance to monitor children, assist with eating and serve food.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- 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.
- Provided support during naptime routines, ensuring a peaceful environment for restful sleep.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Monitored daily sign-in/sign-out logs for accurate attendance tracking, helping to maintain a secure and orderly facility.
Shift Leader
Twistee Treat
02.2015 - 08.2017
- Supervised daily operations, ensuring smooth service and adherence to company standards.
- Trained and mentored new staff, fostering a collaborative team environment.
- Implemented process improvements, enhancing efficiency in order fulfillment and customer service.
- Resolved customer inquiries and complaints promptly, maintaining high satisfaction levels.
- Coordinated inventory management, optimizing stock levels to meet demand effectively.
- Led team meetings to communicate goals, updates, and operational changes clearly.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
Education
College Degree - Dental Assisting
Fortis College
Landover, MD12.2021
High school diploma - undefined
Ridge community high school
Davenport, FL06.2017
Skills
- Guest relations management
- Leadership in team management
- Proficient in computer applications
- HIPAA compliance knowledge
- Effective communication skills
- Patient care assistance
- Client-focused sales
- Early childhood education
- Receptionist experience
- Hospitality management experience
- Computer proficiency
- Proficient in managing appointment logistics
- Proficient in outbound calling
- Childcare experience
- Effective shift oversight
- Customer service experience
- Proficient in client relationship management
- Customer engagement skills
- Effective leadership
- Security management expertise
- Special education strategies
- Customer interaction strategies
- Customer retention
- Administrative coordination
- Proficient in multi-line phone systems
- Administrative support experience
- Client support
- Experienced Spanish speaker
- Skilled in typing accuracy
- ERP systems
- Social media strategy
- Patient care expertise
- Experienced in Microsoft Word usage
- Proficient in administrative tasks
- Monitoring systems
- Computer management
- Experience in dental office operations
- Proficient in verbal and written communication
- Clear and concise writing
- Analysis skills
- Professional networking
- Customer support (3 years)
- Account management
- Microsoft Outlook (5 years)
- English
- Windows
- Software troubleshooting
- Laboratory Experience
- Childcare
- Report writing (4 years)
- Creative Writing
- Clear language communication
- Experience with children
- Writing Skills
- Team management
- CCTV
- Organizational Skills
- Dental clinic (1 year)
- Cash Handling
- Time management (5 years)
- Collaborative teamwork
- Experienced with Google Suite applications
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
- First Aid Certification
- Driver's License
- CPR Certification
- Certified Dental Assistant
- Guard Card
Languages
Spanish - Intermediate
English - Expert
Bilingual
Timeline
Customer specialist
Electronic Security Services
06.2023 - Current
Dental Lab Technician
Affordable Dentures & Implants
03.2022 - 11.2022
Security Guard
Securitas
02.2022 - 12.2023
Daycare Assistant
IN HOME DAY CARE
02.2021 - 12.2021
Security Officer
Securitas
01.2019 - 08.2022
Shift Leader
Twistee Treat
02.2015 - 08.2017
High school diploma - undefined
Ridge community high school
College Degree - Dental Assisting
Fortis College
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