Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Yolanda Bogan

Kansas City

Summary

Transportation Security Officer with expertise in security screening and threat management. Enhanced passenger safety through advanced detection techniques and strong customer relations. Recognized for ethical standards and compliance with federal regulations, contributing to a positive travel experience.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Transportation Security Officer

VMD Corp
12.2023 - Current
  • Conducted thorough security screenings of luggage, vehicles, and individuals to enhance passenger safety.
  • Assisted passengers with special needs during security processes, maintaining comfort and dignity.
  • Utilized advanced screening technology to detect potential threats effectively.
  • Completed extensive training in emergency response protocols for fire safety and hazardous materials handling.
  • Performed pat-downs to look for unauthorized materials and weapons.
  • Stayed current on evolving security protocols by participating in ongoing training programs and workshops regularly.
  • Assisted in reducing wait times for passengers by executing swift and accurate security checks.
  • Maintained a high level of situational awareness during peak travel times, enabling quick response to potential issues.
  • Promoted a positive customer service experience while enforcing strict adherence to federal regulations regarding air travel safety measures.
  • Used explosive detection machines and chemical swab systems to identify potential hazards.
  • Prevented unauthorized access to restricted areas by verifying identification credentials and maintaining vigilant surveillance.

Service Coordinator

Numotion
01.2019 - 10.2023
  • Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed a high volume of client requests, ensuring timely and effective service delivery.
  • Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.
  • Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
  • Assessed customer needs and developed solutions to meet needs.
  • Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
  • Enhanced customer satisfaction by efficiently addressing and resolving service issues.
  • Coordinated and monitored service activities to confirm work met all requirements.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
  • Streamlined service coordination processes for improved team productivity and response times.
  • Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.

Customer Service Representative

DST Systems
06.2014 - 12.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Loan Advisor

Ameriloan
06.2010 - 05.2013
  • Enhanced loan approval rates by meticulously analyzing borrowers'' financial statements and credit histories.
  • Expedited loan processing times by maintaining clear communication channels between internal departments and external partners.
  • Monitored market trends to capitalize on emerging opportunities within the mortgage industry that could benefit clients or increase revenue streams.
  • Educated clients on various mortgage products, empowering them to make informed decisions about their financial futures.
  • Maximized efficiency in processing loan applications through the use of advanced software tools and platforms.
  • Participated in networking events to promote the company''s loan products and services, establishing valuable connections within the industry.
  • Provided ongoing support for existing clients, addressing concerns or questions related to their loans as needed throughout the life of the agreement.

Admitting Representative

St. Lukes Medical Hospital
11.2003 - 01.2010
  • Contributed toward achieving revenue cycle goals by diligently following up on pending insurance authorizations and obtaining required documentation.
  • Ensured compliance with HIPAA regulations, safeguarding the privacy of sensitive patient information.
  • Facilitated timely response to inquiries from various departments, promoting smooth hospital operations.
  • Streamlined patient admissions by accurately collecting and verifying insurance information.
  • Improved accuracy of medical records by diligently reviewing documentation for completeness and correctness.
  • Prioritized workload effectively while handling multiple tasks simultaneously within a fast-paced environment.
  • Assisted in training new admitting representatives, sharing best practices for successful job performance.
  • Provided excellent customer service to patients and their families during the registration process.
  • Coordinated closely with case managers for proper financial clearance on admissions requiring pre-authorization from payers.
  • Participated in departmental meetings to stay informed on updates related to hospital procedures or policies affecting the admitting process.

Education

Certification - C.N.A. /Med Tech Certifications

Penn Valley
Kansas City, MO
05-1996

High School Diploma -

Benton Harbor High School
Benton Harbor, MI
06-1987

Skills

  • Ethical standards
  • Policy enforcement
  • Security station experience
  • Incident reporting
  • Customer relations skills
  • Public safety awareness
  • Threat management
  • Security screening expertise
  • Behavioral observations
  • Passenger communication
  • Explosives detection
  • Body scanner operation
  • Pat-down procedures
  • Baggage inspection

Accomplishments

  • Resolved product issue through consumer testing.
  • Supervised team of [12 or more] staff members.
  • Achieved [Certification] by completing [Training] with accuracy and efficiency.

Certification

  • Licensed [TSO] - [within 3 weeks]

Timeline

Transportation Security Officer

VMD Corp
12.2023 - Current

Service Coordinator

Numotion
01.2019 - 10.2023

Customer Service Representative

DST Systems
06.2014 - 12.2019

Loan Advisor

Ameriloan
06.2010 - 05.2013

Admitting Representative

St. Lukes Medical Hospital
11.2003 - 01.2010

Certification - C.N.A. /Med Tech Certifications

Penn Valley

High School Diploma -

Benton Harbor High School

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