SECURITY SUPERVISOR at Excalibur Hotel & Casino (2024-07 – Present)
- Manage 50+ service cases per shift, ensuring timely resolution and adherence to internal service standards while maintaining confidentiality.
- Document 10–15 detailed incident reports weekly within digital systems, supporting accurate incident reporting and data entry.
- Serve as primary contact for issue intake, triage, escalation, and case follow-through to closure, demonstrating strong communication skills.
- Coordinate with 5+ operational departments to meet response-time expectations and improve service efficiency by 20%, leveraging organizational skills and multitasking.
- Support KPI performance goals through consistent documentation, office administration tasks, and customer-focused communication.
- Logged incident details into the incident management system with time-stamped entries for investigation, ensuring data integrity.
- Trained 12 security officers on emergency response protocols and radio procedures, improving team reaction times and adherence to reporting standards.
- Maintained inventory of security equipment and scheduled preventive maintenance to keep radios and cameras operational.
WAREHOUSE OPERATIONS SUPERVISOR at Kroger (Vitacost) (2018-01 – Present)
- Process 150–250 orders per shift while maintaining a 99% accuracy rate in CRM and inventory systems, applying advanced data entry and organizational skills.
- Investigate and resolve shipment discrepancies, reducing fulfillment delays by approximately 15% and ensuring accurate incident reporting when required.
- Collaborate cross-functionally with logistics and operations teams to meet daily SLA targets, supporting office administration and communication.
- Identify workflow improvement opportunities that enhanced operational efficiency and minimized service errors, leveraging multitasking and Microsoft Office tools.
- Coached associates on customer escalation procedures, confidentiality, and CRM data entry to improve service responses and ensure compliance.
- Scheduled rotas and shift swaps for 30+ associates using workforce software to maintain coverage, demonstrating strong multitasking and organizational skills.
- Supervised daily warehouse picks and packing teams, improving order throughput and on-time dispatching.
EVENT STAFF MEMBER at Contemporary Services Corporation (2016-01 – 2018-03)
- Supported large-scale events (1,000+ attendees) by managing guest service requests, accurately documenting incidents, and resolving issues promptly.
- Maintained clear communication with team members to ensure coordinated service delivery, multitasking, and compliance with organizational procedures.
SALES ASSOCIATE KEYHOLDER at Nuance (2015-08 – 2018-01)
- Assisted 40+ customers daily, documenting service interactions and incident details, ensuring accurate data entry and confidentiality in all records.
- Handled customer inquiries and escalations while maintaining high satisfaction levels, demonstrating strong communication and organizational skills.
FAST SERVICE SHIFT TEAM LEADER at Carl's Jr. (2005-08 – 2016-09)
- Managed daily cash drawer and reconciled sales receipts using POS system and Microsoft Office to eliminate discrepancies.
- Conducted nightly inventory counts and updated stock records in CRM to reduce out-of-stock incidents, supporting office administration.
- Prepared weekly sales reports in Excel for regional manager, highlighting top-selling SKUs and slow movers, utilizing multitasking and attention to detail.
- Supervised teams of 5–10 employees in high-volume environments while managing workflow coordination and multitasking responsibilities.
- Resolved customer concerns efficiently, contributing to improved service speed and satisfaction metrics through effective communication.
- Tracked daily operational performance and supported process improvement initiatives with strong organizational skills.
- Handled customer complaints at point of sale, issuing refunds or remakes to restore guest satisfaction, maintaining confidentiality and professionalism.
SENIOR ADMINISTRATIVE ASSISTANT at Barstow Housing Authority (2000-06 – 2005-09)
- Scheduled and confirmed client appointments in Outlook, reducing no-shows through reminder calls and supporting office administration.
- Processed service case entries with strict data-entry checks, decreasing record errors for billing and ensuring accuracy in incident reporting.
- Prepared and filed client intake forms into paper and electronic records, maintaining confidentiality protocols and data security.
- Processed maintenance requests in service system, prioritizing urgent repairs to reduce resident complaints, and documenting service cases.
- Compiled weekly occupancy reports from housing files and submitted summaries to property manager for review, using Microsoft Office tools.
- Processed rent payments and posted transactions in accounting ledger, reducing unapplied payments backlog through strong organizational skills.
- Answered multi-line phone system and routed 50+ resident calls daily to correct departments, demonstrating multitasking and communication skills.
- Reconciled daily rent receipts against ledger entries, reducing unapplied payment discrepancies with attention to detail.
- Logged maintenance service cases in CRM with priority flags, improving urgent repair response times and maintaining accurate records.
- Handled multi-line phone queue and directed resident calls to specialists, shortening average hold times and supporting effective phone systems usage.
