Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dorothy Summers

Charlotte

Summary

Experienced in customer service, conflict resolution, and delegation. Skilled in online software troubleshooting, tech support, and customer care. Proficient in SAP and CRM software. Achieved 87% customer satisfaction rating, surpassing company average by 15%.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Security Operations Center Supervisor

Global Guardian
Charlotte, NC
12.2023 - 07.2024
  • Maintain proper handling of all alarms in conjunction with supervisory team.
  • Evaluated performance metrics and call efficiency timelines.
  • Managed the timing of employee breaks.

Parts Coordinator

Coke Consolidated
Charlotte, NC
03.2023 - 10.2023
  • Facilitated timely parts procurement for installation and service tasks.
  • Oversaw inventory management and purchase orders.
  • Engaged in continuous communication with customers via Microsoft Outlook.
  • Managed order communications and ensured prompt shipment of required components.
  • Determined appropriate distribution of liquid units corresponding to varying customer demands.
  • Utilized SAP for managing inventory and processing purchase orders.

Service Coordinator

Amerigas Propane
Charlotte, NC
07.2020 - 12.2022
  • Operated efficiently under challenging conditions, partnering with customers and colleagues to deliver solutions.
  • Consistently performed with high accuracy.
  • Processed client communications with consistent attention to quality and timeliness.
  • Maintained detailed records of customer interactions and transactions.
  • Actively engaged in staff meetings.

Intervention Specialist

Securitas (Iverify)
Charlotte, NC
07.2007 - 12.2020
  • Central focus was on alarm monitoring through video and audio surveillance.
  • Processed alarm signals efficiently through specialized software applications.
  • Delivered technical support for video equipment and software.
  • Completed daily shift reports.
  • Delivered comprehensive and prompt incident reports to clients for all accounts.

Global Support Specialist

Synerfac Technical Staffing
Charlotte, NC
09.2016 - 09.2018
  • Drafted comprehensive and professional emails to Facilities Management Teams and clients consistently.
  • Maintained operational efficiency of Building Monitoring Systems for domestic and international locations.
  • Tracked operational data for fire alarms, HVAC units, and lighting systems.
  • Coordinated the generation and dispatch of service requests through email, radio, and software.
  • Executed job functions with proficiency in Microsoft Office applications such as Word, Excel, and Outlook.
  • Skilled in using Service Insight and CMMS Facilities Dispatch Software.

Central Station Operator

Universal Monitoring
Charlotte, NC
08.2013 - 02.2016
  • Evaluate conditions at a location to determine emergency status, initiating deployment of relevant services.
  • Efficiently chronicled details of customer communications.
  • Alerted relevant dealers to emerging problems faced by customers.
  • Partnered with installers and technicians for enhanced service delivery.
  • Performed comprehensive data entry by inputting customer account details into the database.

Central Station Operator

Sonitrol
Charlotte, NC
09.2009 - 03.2011
  • Ensured proper handling of prioritized alarms.
  • Oversaw coordination efforts to ensure proper authorities were dispatched.
  • Diagnosed and repaired alarm panel faults to keep services operational.
  • Daily records and summaries were compiled by each shift.
  • Licensed as an Alarm Registrant by the Departments of Justice in NC and SC.

Education

Certification - Information Technology

West Virginia Junior College
Charleston, WV
04.2003

Skills

  • Conflict management
  • SAP ERP
  • Outlook
  • Filing
  • Customer Service (10 years)
  • ServiceNow
  • Facilities Management
  • Microsoft Office Suite
  • Data Entry
  • Manitou
  • Mastermind Monitoring
  • Customer service
  • Salesforce
  • CMMS
  • Documentation
  • Technical Support
  • CRM software
  • Communication skills
  • Supervising Experience
  • Microsoft SharePoint
  • Outside sales
  • Clerical experience
  • Organizational Skills
  • Time management
  • SAP
  • Security

Certification

North and South Carolina alarm registrant

Timeline

Security Operations Center Supervisor

Global Guardian
12.2023 - 07.2024

Parts Coordinator

Coke Consolidated
03.2023 - 10.2023

Service Coordinator

Amerigas Propane
07.2020 - 12.2022

Global Support Specialist

Synerfac Technical Staffing
09.2016 - 09.2018

Central Station Operator

Universal Monitoring
08.2013 - 02.2016

Central Station Operator

Sonitrol
09.2009 - 03.2011

Intervention Specialist

Securitas (Iverify)
07.2007 - 12.2020

Certification - Information Technology

West Virginia Junior College
Dorothy Summers