Malikah Turnage
Raleigh
Summary
Results-driven security professional with expertise in crisis management and team leadership. Proven skills in communication and conflict resolution, enhancing security measures and ensuring safe environments. Committed to improving customer satisfaction and organizational effectiveness through strong time management and adaptability. Seeking entry-level opportunities to leverage skills in a dynamic environment.
Overview
10
10
years of professional experience
Work History
Security Supervisor
Allied
Raleigh
08.2024 - 10.2025
- Supervised security personnel to ensure compliance with safety protocols.
- Conducted regular inspections of premises to identify potential security risks.
- Maintained detailed records of incidents on site, including lost and stolen items and unauthorized individuals, to support security operations.
- Supervised property entrances and exits and monitored employee safety.
- Supervised access control at all entrance points of the facility, ensuring only authorized personnel are granted entry.
- Responded quickly to emergency situations by deploying resources and personnel.
- Provided security team leadership and contributed to on-call duties.
- Reviewed CCTV footage regularly to identify suspicious activity and ensure adherence to company policy.
- Led security team and contributed to on-call shifts.
- Investigated incidents, wrote detailed reports, and made recommendations for improvements in the security program.
- Provided ongoing coaching, feedback, development opportunities, discipline when necessary to ensure employees are meeting expectations.
- Performed periodic testing of fire alarm systems throughout the facility ensuring functionality at all times.
- Managed scheduling and deployment of security personnel across shifts to optimize coverage and response.
- Upheld strict confidentiality regarding sensitive information and security measures.
- Led training sessions for security staff on best practices and emergency response protocols.
- Managed staff schedules for shifts and events to minimize overtime costs.
Patient Care Advocate
Triangle Springs
Morrisville
09.2023 - 05.2024
- Coordinated communication between patients and healthcare providers to ensure clarity of care.
- Educated patients on treatment options and care protocols.
- Monitored and reported clients' progress based on observations and conversations to inform care decisions.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Monitored changes in patient status and reported any concerns or issues to the primary care team for prompt resolution.
- Maintained accurate documentation of all interactions with patients in accordance with HIPAA regulations.
- Supported emergency department registration during peak times, ensuring rapid patient processing.
- Participated in training sessions to stay updated on healthcare policies and registration software.
Customer Service Representative
Spectrum
Raleigh
01.2022 - 05.2023
- Resolved customer complaints effectively and professionally in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified improvement areas in customer service processes and suggested actionable changes to enhance service delivery.
- Engaged customers in conversation to understand needs, resolve issues, and provide accurate product information.
- Recommended product, service, and billing method improvements to management, contributing to enhanced customer satisfaction.
Correctional Officer
NCDPS
Raleigh
04.2017 - 10.2021
- Enforced facility regulations to maintain order and safety among inmates.
- Conducted regular security checks to ensure safety and compliance.
- Responded to emergencies, employing crisis intervention techniques effectively.
- Collaborated with healthcare staff to address inmate medical needs.
- Trained new officers on protocols and safety procedures consistently.
- Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Inspected cells and conducted random searches of common areas.
- Interacted with inmates to de-escalate tensions and foster a peaceful atmosphere in the facility.
- Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
- Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
- Applied non-violent response tools and physical restraint to effectively manage problematic situations.
- Enforced resident behavior management protocols and drafted incident reports for infractions.
- Reviewed incident reports submitted by subordinates concerning violations of policy or procedure observed during shift changes.
- Performed head counts, checking cells for missing inmates.
- Inspected locks, window bars, doors, and security systems to support escape prevention.
Customer Service Representative
Convergys
Greenville
07.2016 - 04.2017
- Handled high call volumes during peak hours while maintaining a positive attitude to enhance customer experience.
- Participated in training sessions to enhance product knowledge and service skills.
- Documented customer interactions using CRM software to ensure accurate records.
- Resolved customer complaints effectively and professionally in a timely manner.
- Responded to customer inquiries with accurate information about products and services, ensuring satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Guided customers through billing procedures, processed payments, and assisted with setting up payment options to facilitate transactions.
Cashier
Walmart
Washginton
05.2015 - 04.2016
- Operated cash register and processed customer transactions accurately, contributing to smooth checkout experience.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Assisted customers with product inquiries, ensuring satisfaction through knowledgeable service.
- Resolved customer complaints promptly, improving overall shopping experience and customer retention.
Education
High School Diploma -
Washington High School
Washington06-2013
Skills
- Security management
- Access control
- Incident investigation
- Emergency response
- Weapons screening
- Security planning
- Safety and security regulations
- Security team leadership
- Security team management
- Staff training
- Training and development
- Crisis management
- Violence de-escalation techniques
- Report writing
- Time management
- Access systems and patrol
- Customer relationship management
- CRM software usage
- Customer service
- Conflict resolution
- Effective communication
- Verbal and written communication
- Adaptable communication
- Calm demeanor
- Creative problem solving
- Adaptability and flexibility
- Data entry accuracy
- Technical support
- Computer proficiency
- Patient registration
- Electronic health records
- HIPAA compliance
- Patient intake
- Patient admitting
- Care coordination
- Medical terminology
- Phone etiquette
- Front desk supervision
- Document filing
- Employee performance evaluation
- Service upselling
- Customer retention strategies
- Call escalation
Timeline
Security Supervisor
Allied
08.2024 - 10.2025
Patient Care Advocate
Triangle Springs
09.2023 - 05.2024
Customer Service Representative
Spectrum
01.2022 - 05.2023
Correctional Officer
NCDPS
04.2017 - 10.2021
Customer Service Representative
Convergys
07.2016 - 04.2017
Cashier
Walmart
05.2015 - 04.2016
High School Diploma -
Washington High School