Shanell Coates
Hyattsville
Summary
The objective is to obtain a challenging position in the Security industry at an established company. 10 Years of experience in Security environment and commitment to maintaining high levels of safety and organization. Proven leader with great and detail-oriented observation skills. Goal-oriented with calm and focused demeanor in stressful situations.
Overview
19
19
years of professional experience
Work History
Concierge Agent
Garda World
06.2021 - 08.2024
- Permitted entry with escort for approved persons into secure locations.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
- Checked and verified photo identification prior to granting facility access.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Front Desk Agent
Residence Inn By Marriot
04.2020 - 06.2021
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Customer Service Officer
EAGLE PROTECTION SECURITY
03.2019 - 04.2020
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Assisted call-in customers with questions and orders.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
Security Screener
Inter-Con Security Systems
10.2017 - 03.2019
- Conducted bag searches and performed pat-downs of passengers to maintain secure, safe premises.
- Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items.
- Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
- Interacted with public to give directions, explain rules and regulations and respond to inquiries.
- Performed deep searches and pat-downs to look for unauthorized materials and items such as weapons.
Special Police Officer
Allied Universal Security Services
02.2012 - 10.2017
- Monitor CCTV cameras for any suspicious activity such as but not limited to: vandalism, lottery, disorderly conduct, and acts of violence
- Monitor incoming calls to direct the caller to the appropriate personnel
- Conduct daily patrols to ensure the building and it's premises are safe and secure
- Check identification of all guest to ensure the right information is being signed in
- Provided all visitors with guidance to the appropriate locations of meetings/conferences within the building
- Organized criminal documents such as logs, records, reports and agendas to streamline processing and improve traceability.
- Rendered aid to accident victims and other persons requiring first aid for physical injuries.
Retail Store Manager
Lucaya Clothing Store
08.2005 - 02.2012
- Managed store organization, maintenance and purchasing functions.
- Trained team members in successful strategies to meet operational and sales targets.
- Mentored team members to enhance professional development and accountability in workplace.
- Promoted business strategy by implementing improvements based on guest feedback.
- Helped customers locate appropriate store locations of clothing products, answered questions about products and provided solutions for various issues.
Education
High School Diploma -
Woodrow Wilson Senior High School
Washington DC2003
Skills
- Accident Scene Documentation
- Protecting People and Property
- Problem Solving
- Emergency Response
- Accident Investigations
- First Aid
- Verbal and Written Communication
- Suspicious Activity Monitoring
Accomplishments
- Advance written and verbal communication skills
- Flexibility
- Proficient interpersonal abilities
Timeline
Concierge Agent
Garda World
06.2021 - 08.2024
Front Desk Agent
Residence Inn By Marriot
04.2020 - 06.2021
Customer Service Officer
EAGLE PROTECTION SECURITY
03.2019 - 04.2020
Security Screener
Inter-Con Security Systems
10.2017 - 03.2019
Special Police Officer
Allied Universal Security Services
02.2012 - 10.2017
Retail Store Manager
Lucaya Clothing Store
08.2005 - 02.2012
High School Diploma -
Woodrow Wilson Senior High School
Similar Profiles
MARKIESE BROWNMARKIESE BROWN
Security desk analyst supervisor at Garda WorldSecurity desk analyst supervisor at Garda World
NAVNEET KAURNAVNEET KAUR
Security Officer at Garda WorldSecurity Officer at Garda World
Naiomie Zoie MercadoNaiomie Zoie Mercado
Aviation Screening Officer at Garda WorldAviation Screening Officer at Garda World