Salana Harrington

Customer service and security professional with extensive experience assisting patients, visitors, customers, and staff in fast-paced environments. Strong background in telephone and in-person communication, conflict resolution, problem-solving, documentation, leadership, and handling sensitive situations. Skilled at remaining professional under pressure, managing multiple priorities, and providing courteous and efficient service.

Seeking to transition these transferable skills into a remote Customer Service or Call Center Representative position.

Lead Security Officer - CURRENT HOSPITAL EMPLOYER

• Provide professional customer service to patients, visitors, employees, and hospital leadership in a fast-paced healthcare environment.
• Answer questions, provide directions, explain hospital policies, and help resolve visitor and patient concerns.
• Communicate professionally with individuals in person, by phone, and through internal communication systems.
• De-escalate difficult interactions by listening to concerns, identifying problems, and communicating appropriate solutions.
• Document incidents and maintain accurate written reports using hospital computer systems.
• Coordinate with hospital departments and team members to respond to requests and resolve issues efficiently.
• Supervise and provide direction to security staff while maintaining professional communication and service standards.
• Handle sensitive and confidential situations with professionalism and discretion.

Waitress / Host / Manager - El Greco Family Restaurant

(2020-05 - 2023-05)

• Delivered high-quality customer service, resolved guest concerns, and maintained customer satisfaction in a fast-paced environment.
• Managed front-of-house operations, assigned staff duties, and coordinated workflow during busy shifts.
• Handled POS transactions, take-out orders, telephone inquiries, and customer requests accurately.

Security Associate - Froedtert & the Medical College of Wisconsin

(2019-09 - 2020-05)

• Assisted patients and visitors with questions, directions, and concerns while maintaining a professional and welcoming environment.
• Responded to security and service-related situations and communicated with staff across hospital departments.
• Operated a security vehicle and supported daily hospital safety operations.

Waitress / Host - Athens Family Restaurant

(2017-07 - 2018-10)

• Took and served orders accurately, processed customer payments, and responded to guest needs.
• Supported large parties and events while maintaining an organized and clean customer-facing environment.

Lead Teacher - Granville Preparatory Academy

(2016-01 - 2017-07)

• Worked with multiple age groups, prepared lesson plans, answered phones, and communicated with families and staff.

Lead / Assistant Teacher - Vision Kids Academy

(2015-03 - 2015-12)

• Supported multiple age groups, prepared lesson plans, and developed educational activities.

Lead Teacher - Brighter Horizon Child Care and Developing Center

(2014-03 - 2015-02)

• Prepared lesson plans, completed office paperwork, planned activities and trips, and supported daily classroom operations.

High School Diploma - Rufus King High School (2015-05)

Coursework - Milwaukee Area Technical College (MATC)