Rolland Walters

A Professional Summary Forward-thinking , focused on protecting assets with balanced approaches involving traditional methods, modern technology and creative strategies. With knowledge, training and experience in customer service , marketing , communication, conflict resolution and customer retention techniques I am able to address simple and complex inquiries and escalates critical issues to ensure customer satisfaction. ND RS R TE ROLL Hi, I'm Rolland Walters. WA Contact --m Spanish Town, Saint Work Experience Catherine SECURITY OFFICER Apr 2010 - Current Urban Development Corporation, UDC, 12 Ocean Boulevard ,Kingston Mall, Kingston And St. Andrew Developed and implemented security policies, protocols, and procedures to ensure a safe environment. Investigated reports of suspicious activities or breaches of security protocols. Facilitated communication between different departments on matters related to safety and security. Oversaw the installation of security systems, including cameras and alarms, ensuring optimal coverage. Led a team of security personnel, scheduling shifts and conducting performance evaluations. Evaluated new security technologies to enhance safety measures within the organization. Provided first aid assistance in emergencies until medical professionals arrived. Coordinated with law enforcement and other agencies during security incidents and investigations. Prepared detailed reports on security incidents and provided recommendations for improvements. Established clear procedures for handling different types of security and medical emergencies. Assessed the risks inherent in current systems and developed strategic countermeasures to reduce problems such as intrusions and theft. Recommended improvements based on identified weaknesses and expertise in industry best practices. Conducted field studies to collect environmental data for analysis. Supported efforts in pollution prevention, sustainability, and conservation projects. L Skills Problem-solving abilities Teamwork Abilities Customer Service Experience Basic Audit Knowledge First Aid Knowledge Database Entry Security Training Environment Monitoring and Management Social Media Marketing Video Editing Content Creation Graphic Design SEO Collected samples from various environments for laboratory testing and analysis. Utilized GIS (Geographic Information Systems) technology for mapping and data analysis purposes. Recommended measures to help protect natural resources and wildlife habitats. Educated the public on environmental health issues and safety practices. Documented violations of environmental laws and prepared evidence for legal actions. Identified plant and animal species and indicators of environmental health, informing conservation efforts. CUSTOMER SERVICE REPRESENTATIVE Mar 2014 - May 2015 Hinduja Global Solutions, Kingston, Kingston And St. Andrew Researched assistance requested and offered accurate information to resolve issues and respond to inquiries. Resolved customer inquiries, complaints, and issues providing insightful solutions. Answered inbound calls to greet and assist customers with various needs and questions. Handled escalated callers to reach positive outcomes. Communicated with clients over phone, email and chat platforms. Returned customer calls and responded to inquiries and complaints. Offered products and services to meet customers' needs and goals. Documented detailed notes in CRM system to track customer interactions. De-escalated customer complaints using specialized communication techniques. Built strong knowledge of product line to assist customers in selecting products. Relayed new and relevant information to customers and followed up on promises. Provided solutions, recommendations and replacements with empathy and positive feedback. Resolved product and service issues promptly. Addressed customer concerns and complaints and resolved issues promptly. Trained new staff on company's customer service policies and procedures. Calmly dealt with irate customers by offering constructive solutions in a professional manner. Improved customer service procedures, policies, and standards based on feedback. Participated in workshops and training sessions to improve personal skills and job performance. Documented all customer interactions and transactions accurately for future reference. Motivated team members to achieve individual targets contributing to team success. Managed high volume of inbound and outbound calls with emphasis on customer satisfaction. Maintained up-to-date knowledge of product information to assist customers effectively. Handled customer complaints, providing appropriate solutions and follow-ups within time limits. Educated customers by explaining complex details in easy-tounderstand terminology. Identified upselling opportunities while maintaining excellent customer service standards. Provided key information to supervisors regarding customer issues or complaints. Served as friendly first point of contact for customer inquiries. Followed scripts to maintain good call control. Upsold and cross-sold add-on purchases to increase sales. Helped consumer and business customers with diverse banking needs. Maintained current knowledge of financial regulations and general banking practices to comply with industry standards. Fielded fast-paced, high-volume incoming inquiries in call center environment covering diverse banking customers. Explained banking products and services to potential customers to meet their needs. Participated in regular training sessions to stay updated on new banking regulations, products, and technologies. Aided customers in navigating online banking platforms for account management. Engaged customers in conversations and introduced timesaving digital banking options. SECURITY OFFICER AND ASSISTANT SUPERVISOR Jun 2006 - Feb 2010 Protection And Security Limited, 1A Phoenix Avenue, Kingston 10., Kingston And St. Andrew Directed individuals through security processes, clearly explaining policies, and procedures. Examined doors, windows and gates to verify security and proper functioning. Completed incident reports for management and law enforcement officials. Supported work culture of safety, respect and inclusion. Preparation of shift duty rooster. Assisting in the coordination of fire safety drills with client and security coordinator. Aiding supervisor with reports and meeting procedures. Performing worker location dispatch while the supervisor is not present. Location patrols. Receptionist duties when the locations client/ manager requires. MAINTENANCE PERSONNEL Feb 2006 - Apr 2006 National Bakery Limited, 43 Half Way Tree Road, Kingston 5., Kingston And St. Andrew Performing safety checks equipment on the production floor. Machinery and equipment servicing. Sanitation of the production areas between and after shifts. Education QUALITY ASSURANCE CERTIFICATE - CUSTOMER SERVICE Jun 2022 Heart Trust/ NSTA, Kingston CERTIFICATE - SPECIAL DISTRICT CONSTABLE COURSE Jul 2011 Jamaica Constabulary Staff College, Twickenham Park, Spanish Town HIGH SCHOOL DIPLOMA Jun 2008 Portmore Community College, Portmore Principle of Accounting (CXC) Principle of Business (CXC) English Language A (CXC) HIGH SCHOOL DIPLOMA Jun 2003 Old Harbour High School, Old Harbour , St Catherine Integrated Science (CXC)