Wilfred Nelson
St. John's,NL
Summary
Proven security and customer service expert with a history at Paladin Security, adept in conflict resolution and CCTV monitoring. Excelled in creating safe, welcoming environments, significantly reducing incidents through vigilant observation and rapid response. Skilled in nonviolent crisis intervention, fostering positive client relationships, and ensuring comprehensive access control. Achieved notable improvements in safety and customer satisfaction. Experienced with managing front desk operations and member services in gym environment. Utilizes strong communication and organizational skills to ensure seamless daily operations and member satisfaction. Knowledge of customer service best practices and effective multitasking to create positive and efficient reception area.
Overview
9
9
years of professional experience
Work History
Security Officer
Paladin Security
03.2024 - Current
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, and by foot.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Checked and verified photo identification prior to granting facility access.
- Reported suspicious activities and persons to law enforcement.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Managed access control systems efficiently, ensuring accurate records of employee badges for restricted areas were maintained at all times.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
Customer Service Representative
A&D Supermarket
07.2021 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Member Service Representative
Raek's Fitness Centre
01.2016 - 06.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted management in maintaining a clean and organized gym environment, contributing to a positive atmosphere.
- Processed new memberships accurately, leading to an increase in gym revenue and member retention.
- Monitored check-ins to identify delinquent accounts and collect payments.
- Effectively resolved member conflicts or concerns, promoting a harmonious gym environment.
- Checked members into gym by scanning badges.
- Managed inventory levels of towels, cleaning supplies, and other amenities for optimal availability to members.
- Supported group fitness instructors by preparing classrooms before classes began and ensuring all necessary equipment was available.
- Collaborated with personal trainers to ensure seamless communication of client schedules and needs.
- Improved member retention by consistently following up on expired memberships and offering renewal incentives.
- Delivered gracious telephone service by answering calls knowledgeably and providing accurate information.
- Improved communication by distributing gym updates and notices to members.
- Addressed member concerns with empathy and professionalism, resolving issues promptly.
- Handled incoming calls professionally and efficiently, addressing inquiries and scheduling appointments.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
Education
Bachelor of Science - Statistics
University Of Ghana
Ghana05.2015
High School Diploma -
St. Augustine's College
Cape Coast, Ghana10.2009
Skills
- Report Writing
- Incident Reporting
- CCTV Monitoring
- Superior customer service
- Access Control
- Conflict resolution techniques
- Nonviolent Crisis Intervention
- Applied Suicide Intervention Skills Training
- Personal Health Information Act
- First aid and CPR training
Languages
English
Native or Bilingual
Timeline
Security Officer
Paladin Security
03.2024 - Current
Customer Service Representative
A&D Supermarket
07.2021 - 12.2023
Member Service Representative
Raek's Fitness Centre
01.2016 - 06.2021
Bachelor of Science - Statistics
University Of Ghana
High School Diploma -
St. Augustine's College
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