HEAVEN HUGHES
Watertown
Summary
Resourceful Account Manager with a strong track record in client relations and issue resolution. Proven ability to drive customer satisfaction through effective communication and proactive problem-solving. Organized and dependable in managing multiple priorities while collaborating with teams to achieve optimal outcomes.
Overview
10
10
years of professional experience
Work History
Security Specialist DPH
Commonwealth Massachusetts
Boston
12.2025 - 03.2026
- Patrolled campus grounds to deter criminal activity and enhance safety.
- Monitored surveillance systems to detect and address suspicious behaviors.
- Responded to emergency calls and incidents promptly and effectively.
- Collaborated with local law enforcement on crime prevention initiatives.
- Compiled detailed reports on incidents, actions taken, and observations to inform security strategies.
- Escorted individuals requiring personal protection to provide safe transport to specified locations.
Account Manager
Securitas Inc.
04.2023 - 10.2024
- Identified and implemented security processes and equipment to enhance safety protocols
- Reviewed CCTV recordings to monitor and address safety incidents
- Conducted building tours each shift to proactively identify and mitigate safety risks
- Recruiting, training and supervising security officers and guards
- Tracked daily operations with Lenel S2 system to ensure compliance
- Badge printing , Badge access control
- DAR (Daily activity reports)
Account Manager
Northeast Security Inc
11.2019 - 03.2023
- Secured personnel and premises by inspecting buildings and patrolling property.
- Documented security-related situations and submitted detailed reports to enhance response strategies.
- Monitored surveillance footage and live feeds to identify and address trespassers and criminal activity.
- Verified photo IDs and tickets to allow guests passage.
- Sounded alarms and called police or fire department in cases of fire or presence of unauthorized persons.
- Completed incident reports to track security incidents and inform loss prevention measures.
- Answered phone calls and answered questions from potential customers.
Childcare Worker
Bright Horizons
09.2018 - 12.2020
- Enforced rules and managed behavior using developmentally appropriate discipline to promote positive social interactions.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Introduced children to educational games and activities to boost learning.
- Distributed food, napkins, and beverages to ensure smooth transitions during snack time.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to maintain a healthy environment.
Account Executive
Verizon Wireless
07.2018 - 09.2019
- Cultivated customer relationships, driving sustained revenue growth.
- Represented product offerings and platforms throughout assigned territory.
- Executed strategic plans for business opportunities, optimizing resource management and collaboration.
- Facilitated communication with customers to highlight key advantages of product offerings.
- Reached out to clients after installations to ensure quality service and gather feedback.
- Developed public relations and community networks to enhance business opportunities.
- Followed company guidelines to successfully achieve set operational goals.
Retail Coordinator
TJX Companies
05.2016 - 07.2018
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Mentored employees in handling complicated sales and resolving complex issues, improving customer satisfaction.
- Greeted guests promptly with positive attitude, asking open-ended questions to identify specific shopping needs.
Ticketing Agent
New England Aquarium Services
05.2017 - 03.2018
- Processed order transactions, delivering detailed itineraries, tickets, and receipts to enhance customer experience.
- Input customer reservations, payment sources and contact details into Sabre system.
- Addressed customer inquiries regarding services and accommodations, resolving issues or complaints promptly.
- Engaged customers through active listening and interpersonal skills, ensuring high-level customer service.
- Checked baggage at gate and loaded onto ramp.
Education
High School Diploma -
Tech Boston Academy
Boston, MA06-2018
Skills
- Security operations
- Incident reporting
- Surveillance monitoring
- Emergency response
- Crisis management
- Incident readiness
- Problem solving
- Conflict resolution
- Team leadership
- Effective communication
- Time management
- Onboarding processes
Timeline
Security Specialist DPH
Commonwealth Massachusetts
12.2025 - 03.2026
Account Manager
Securitas Inc.
04.2023 - 10.2024
Account Manager
Northeast Security Inc
11.2019 - 03.2023
Childcare Worker
Bright Horizons
09.2018 - 12.2020
Account Executive
Verizon Wireless
07.2018 - 09.2019
Ticketing Agent
New England Aquarium Services
05.2017 - 03.2018
Retail Coordinator
TJX Companies
05.2016 - 07.2018
High School Diploma -
Tech Boston Academy