Naiomi N Thomas
Alexandria
Summary
Diligent Customer Service Representative and Executive Assistant with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Experienced with managing security systems to safeguard organizational assets. Utilizes comprehensive knowledge of security protocols to ensure secure environment. Track record of effective incident response and system monitoring.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Industrial Security Administrator/ RPA Specialist
K3 Enterprises
02.2022 - Current
- Reviews Visitor Authorization Requests (VARs) submitted, in accordance with the National Industrial Security Program Operating Manual (NISPOM), on contractor personnel supporting Department of State
- Welcomes and helps incoming visitors
- Lead the implementation of RPA solutions to automate various business processes, resulting in a 30% increase in operational efficiency
- Collaborate with business analysts and stakeholders to gather requirements and design automation workflows
- Develop and maintain bots using UiPath and ensure their seamless integration with existing systems
- Conduct regular bot performance reviews and implement enhancements to optimize functionality
- Provide training and support to end-users on RPA tools and best practices
- Document all automation processes and create user guides for references
- Direct calls and respond to questions
- Responds to emails quickly and accurately
- Responsible for the integrity of classified and sensitive but unclassified information storage, record maintenance, and data retrieval
- Communicates Directly with FSO's (Facility Security Officers and COR's regarding new Renewed and Initial Contractors/Visitors
- Inputs clearance information into Department of State's Visitor Security Clearance Tracking System (VSCTS)
- Utilizes IND Contract Security Specification (DD Form 254) data base to verify contract security requirements
- Records ID, appropriate access for badges into DoS
- Certifies and provides certification of contractor clearances to CORs; maintains Industrial Security filing system for VARs
- Liaises with DoS badge office, providing necessary clearance information on contractors, thus assisting in issuance of ID badges to contractors requiring entry to DoS in the performance of their duties
- Provides regular status reports to team leader and Division Chief
- Enhanced system security by implementing access controls and monitoring protocols.
- Strengthened cybersecurity posture with regular vulnerability assessments and penetration testing.
Customer Service Representative/ Personnel Security
Digital Spec
09.2017 - 12.2021
- Performs excellent with Microsoft
- Welcomes and helps incoming visitors
- Direct calls and respond to questions
- Responds to emails quickly and accurately
- Records ID, appropriate access for badges and obtain escorts when necessary
- Maintains accurate visitor logs to track arrival and departure of all entering the facility, their points of contact and purpose of visit
- Provides information of a general nature, as directed by the client
- Coordinates with security team to maintain the integrity of security processes
- Helps internal meeting organizers to ensure that meeting attendees are escorted or directed to
- Attain accurate counts of visitors, emails and phone inquires
- Resolved customer inquiries efficiently to enhance satisfaction.
- Assisted customers with product selection for improved sales.
- Responded to customer emails promptly, ensuring timely resolutions.
English Teacher
The Language House Tefl
07.2019 - 11.2019
- Assigned reading and homework with reasonable deadlines and detailed instructions
- Evaluated students' comprehension of lessons through relevant test questions
- Established and enforced clear class objectives and requirements to promote consistent education for all students
- Tutored students requiring additional assistance in grammar and reading comprehension
- Used repetitious approach in teaching grammar to help students grasp concepts
- Developed and implemented interesting and interactive learning media to increase student understanding of course materials
Kitchen Staff, Cashier and Customer Service Rep
Shake Shack
12.2016 - 06.2017
- Provided customer service to all of our guests
- Regularly checked refrigerators and freezers to assess temperatures and food freshness
- Trained new team members in cash register operation, stock procedures and customer service
- Kept all utensils, dishes and glasses clean and ready for customer use
- Ensured positive customer dining experiences, executing effective quality assurance practices
- Mentored new kitchen employees in the most effective cleaning and sanitation techniques
- Monitored inventory and promptly reported items that needed to be reordered
- Monitored weekly inventory control to ensure optimal food/beverage stock for expense elimination
Barista Customer Service Rep
Coffee Bean- Barista
12.2016 - 05.2017
- Protected customers by regularly cleaning and sanitizing work areas and equipment
- Merchandised display cases and diligently promoted prepared foods to drive business revenue
- Restocked counter and customer areas to maintain adequate items levels for expected needs
- Memorized official and off-menu preparations to serve all customer beverage desires
- Managed inventory by establishing and adjusting ordering parameters, accurate forecasting and monitoring waste
- Weighed, ground and packed coffee per customer orders
- Cleaned and sanitized work areas, utensils and equipment
- Cleaned equipment, disposed of waste, closed registers and carried out other closing duties
- Maintained calm demeanor during high-volume periods and special events
Barista; Customer Service Rep
Los Angeles Airport- Starbucks
02.2016 - 12.2016
- Educated customers on beverage menu items and provided samples of daily brews
- Enthusiastically engaged customers during busy periods to keep mood light and fun
- Restocked counter and customer areas to maintain adequate items levels for expected needs
- Protected customers by regularly cleaning and sanitizing work areas and equipment
- Prepared more than 40 drinks per shift with high accuracy and consistently strong customer satisfaction
- Memorized official and off-menu preparations to serve all customer beverage desires
- Listened to customer desires and needs to recommend optimal products
Batcher
Ameriqual Packaging Plant
10.2015 - 02.2016
- Packaged MREs (Meals Ready To Eat) for the Military and Red Cross
- Provided top product quality control and inspection, eliminating downtime to maximize revenue
- Modified HVAC components and refurbished chiller plants and refrigeration panels to modernize systems
- Sustained safety protocol, ensuring proper, cost-effective and safe handling equipment and material usage while adhering to regulatory standards and building codes
- Positioned and aligned components to complete accurate assembly work
- Inspected and tested final products to verify conformance to established tolerances
- Collaborated in team-based environment to maintain line productivity and meet expected deadlines
- Boxed, labeled and moved items to keep production lines moving swiftly
- Supported quality assurance by visually inspecting items and removing defect parts
- Assured consistent quality control through development of spreadsheets, item lists and other documents to track materials in company inventory
Service Deli Clerk Cashier, Courtesy Clerk Floral Clerk
Ralphs Grocery Store
09.2010 - 10.2015
- Provided excellent customer service
- Created cakes as Baker
- Facilitated Cash and Credit transactions as Cashiers
- Arranged Floral as Floral Clerk
- Packaged or bagged purchases and helped customers move items to vehicle
- Returned exchanged or unwanted items to correct shelf locations and organized display arrangements
- Collected shopping carts from parking lot to maintain clean, organized parking lot area
- Assisted customers with price checks, heavy items and finding products
- Answered questions and informed customers of current sales and promotions
- Worked closely with front-end staff to assist customers
- Evaluated safety and security concerns and reported to leadership as appropriate
- Prepared, completed and processed customer account forms and database changes
- Placed customer items into bags using proper techniques to protect delicate items and separate different groups
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Organized, tagged and displayed new products for customers
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZSkills
- Cybersecurity Management
- Access control
- Threat management
- Incident response
- Data protection
- Vulnerability assessment
- Risk management
- System audits
- Security breaches
- Compliance monitoring
- Policy development
- Customer service
- Active listening
- Data entry
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
- Microsoft Office Specialist (MOS) Certification
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Industrial Security Administrator/ RPA Specialist
K3 Enterprises
02.2022 - Current
English Teacher
The Language House Tefl
07.2019 - 11.2019
Customer Service Representative/ Personnel Security
Digital Spec
09.2017 - 12.2021
Kitchen Staff, Cashier and Customer Service Rep
Shake Shack
12.2016 - 06.2017
Barista Customer Service Rep
Coffee Bean- Barista
12.2016 - 05.2017
Barista; Customer Service Rep
Los Angeles Airport- Starbucks
02.2016 - 12.2016
Batcher
Ameriqual Packaging Plant
10.2015 - 02.2016
Service Deli Clerk Cashier, Courtesy Clerk Floral Clerk
Ralphs Grocery Store
09.2010 - 10.2015
Bachelor of Science - Criminal Justice
University of Phoenix
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