Bassel Jammal
Midlothian
Summary
Detail-oriented and adaptable professional with experience in security operations, monitoring, customer support, and incident documentation. Proven ability to manage high-volume communications, assess urgent situations, maintain accurate records, and support operational efficiency in fast-paced environments. Bilingual in Arabic and English, with strong communication, problem-solving, and coordination skills suited for fully remote support and operations roles.
Overview
3
3
years of professional experience
Work History
Contact Center Security Specialist
Simplisafe
09.2025 - Current
- Handle inbound customer inquiries regarding home security needs, system options, and service solutions in a high-volume contact center environment.
- Assess customer concerns, living situations, and security priorities to recommend appropriate SimpliSafe products and service packages.
- Communicate complex security system features, monitoring options, and promotional offerings in a clear and customer-friendly manner.
- Accurately document customer interactions, account details, and follow-up actions within CRM systems to support service continuity and sales operations.
- Support customers through the decision-making process by providing consultative guidance, answering objections, and ensuring a positive experience.
- Conduct timely follow-up on quotes, information requests, and unresolved inquiries to improve conversion opportunities and customer satisfaction.
- Consistently work toward individual performance goals and key metrics while maintaining professionalism, accuracy, and strong communication standard
Security Monitoring Specialist
Simplisafe
12.2024 - 09.2025
- Monitored and responded to emergency and non-emergency alarm activity, ensuring timely and accurate handling of security-related incidents.
- Assessed caller situations by gathering critical information, analyzing risk factors, and determining appropriate next steps in high-pressure environments.
- Dispatched emergency responders and coordinated with public safety agencies in accordance with established procedures and response protocols.
- Documented call details, incident activity, and account updates with accuracy in internal systems to maintain reliable records and support operational continuity.
- Communicated clearly and professionally with customers, emergency personnel, and internal teams during urgent and sensitive situations.
- Managed multiple incoming alerts and calls while maintaining composure, prioritization, and attention to detail in a fast-paced monitoring environment.
- Followed company procedures and escalation guidelines to support effective incident resolution and customer safety.
Sales Representative
ADT
04.2024 - 12.2024
- Worked directly with business clients to identify security needs and recommend appropriate commercial security products and service solutions.
- Built and maintained professional client relationships through strong communication, active listening, and consistent follow-up.
- Assessed business needs, operational concerns, and security priorities to provide tailored recommendations.
- Addressed client questions, resolved service-related concerns, and supported customers throughout the decision-making process.
- Delivered in-person presentations and product demonstrations to explain system capabilities, service options, and overall value.
- Maintained accurate records of client interactions, account updates, and follow-up activity in a fast-paced environment.
- Contributed to team goals by combining customer service, solution-based communication, and business development support.
Unarmed Security Officer/ Head Security
Focus Security
05.2023 - 12.2024
- Led and supervised a 7-person security team responsible for maintaining a safe environment and supporting day-to-day site security operations.
- Identified potential threats, monitored site conditions, and supported the implementation of preventative measures to reduce risk and improve response readiness.
- Conducted regular risk assessments and evaluated security concerns to strengthen operational awareness and incident prevention.
- Supported enforcement of security procedures, post orders, and operational standards to maintain consistency and compliance.
- Coordinated with staff, management, and external authorities as needed to support site safety and incident resolution.
Server/ Event Leader
Casa Del Barco
11.2022 - 01.2024
- Delivered attentive customer service in a fast-paced restaurant and event environment while maintaining accuracy and professionalism.
- Coordinated effectively with kitchen staff and team members to support smooth operations and timely service.
- Assisted guests by answering questions, providing recommendations, and addressing requests in a professional manner.
- Demonstrated reliability, adaptability, and strong teamwork during high-volume service periods and special events
Education
Bachelor of Science - Homeland Security & Emergency Preparedness
Virginia Commonwealth University
Richmond12-2025
Associate of Science - General Studies
J. Sargeant Reynolds Community College
Richmond, VA12-2023
Skills
- Access control
- Incident response
- Emergency response
- Risk management
- Threat management
- Attention to detail
- Data entry
- CRM Systems
- Customer relations
- Remote-friendly workflow skills
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
Contact Center Security Specialist
Simplisafe
09.2025 - Current
Security Monitoring Specialist
Simplisafe
12.2024 - 09.2025
Sales Representative
ADT
04.2024 - 12.2024
Unarmed Security Officer/ Head Security
Focus Security
05.2023 - 12.2024
Server/ Event Leader
Casa Del Barco
11.2022 - 01.2024
Bachelor of Science - Homeland Security & Emergency Preparedness
Virginia Commonwealth University
Associate of Science - General Studies
J. Sargeant Reynolds Community College