Pacts
Keland Martin
Lakeville,IN
Summary
Passionate, reliable, innovative, and goal-oriented professional with proven success exhibiting strong enthusiasm, interpersonal skills, positivity, and integrity. Influential leader seeking to provide premium customer service in an inclusive team-oriented environment. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Support Specialist
U.S. Federal Probation & Pretrial Services
02.2023 - Current
- Compile criminal profiles through local and national databases to aid probation officers in investigative case work
- Organize new criminal case files for officers' use in accordance with established case management procedures
- Manage integrity of pre-sentence, violation, pretrial, and collateral responses for Court and probation offices.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Collaborated with treatment providers for successful rehabilitation and reintegration of probationers into society.
- Conducted thorough pre-sentence investigations, providing valuable information for judges to make informed sentencing decisions.
- Managed diverse caseload, balancing competing priorities while maintaining attention to detail for each individual case.
- Prepared detailed reports presented in court hearings demonstrating clear understanding of legal requirements related to probation matters.
- Reported violations of parole conditions to appropriate authorities and maintained record of case activity.
- Managed over 50 customer calls per day.
- Established knowledge base for efficient issue resolution, reducing ticket backlog significantly
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies
Rail Car Mechanic
Canadian Pacific
02.2022 - 02.2023
- Launched corrective actions through preparing reports detailing environmental, data, and logistical inaccuracies
- Managed safety protocols and compliance by performing preventative maintenance work and repairs on machinery
- Detailed instrument readings, shipping and receiving, plant data, inventory, and inspection reports for data accuracy.
- Troubleshot complex electrical issues to restore functionality in rail cars swiftly.
- Minimized downtime by creating efficient work schedules for routine maintenance tasks.
- Reduced overall repair costs by implementing preventive maintenance measures for critical systems.
- Developed customized solutions for unique rail car problems, ensuring optimal performance under various conditions.
- Trained junior mechanics in proper inspection techniques, promoting a culture of excellence throughout the team.
- Contributed to a safer working environment by adhering strictly to safety protocols and guidelines during all tasks performed.
- Implemented streamlined processes for ordering replacement parts, reducing lead times and expediting repairs.
- Kept detailed records of all completed jobs, providing valuable information for future reference when troubleshooting similar issues or planning preventative maintenance tasks.
- Participated in continuous education opportunities to stay up-to-date on industry advancements and best practices, ensuring the highest quality workmanship in all projects undertaken.
- Followed company safety rules and procedures to protect team members and equipment.
- Inspected components such as bearings, gaskets and coupler assemblies to determine necessary repairs.
- Removed locomotives, car mechanical units or other components using pneumatic hoists and jacks, pinch bars and cutting torches.
- Replaced and repaired defective piping, valves, air brake pistons and wheels to maintain optimal performance of railcars.
- Performed speedy and accurate inbound, in-process and outbound inspections of 2,090 railcars per shift.
Engagement Specialist
St. Jude Children's Research Hospital
09.2020 - 01.2022
- Recruited committed donors leveraging existing fundraising campaigns, computer expertise and business partnering
- Resolved challenging donor discrepancies, donations, estates, and foundations through departmental cooperation
- Achieved fundraising program goals and milestones complying with state legislative laws governing charitable appeals.
- Increased brand loyalty with targeted email marketing campaigns designed to inform and encourage repeat business.
- Boosted customer retention rates, implementing comprehensive follow-up system to ensure timely assistance.
- Developed effective training materials to onboard new team members quickly, ensuring consistent service quality across department.
- Spearheaded process improvements in handling customer complaints, resulting in faster resolutions and increased satisfaction levels.
- Collaborated with cross-functional teams to gather feedback and improve overall customer experience throughout various touchpoints.
- Conducted regular surveys to gauge customer sentiment, identifying areas of improvement for future focus.
- Implemented data-driven strategies to personalize interactions with customers, fostering stronger connections and promoting brand advocacy.
- Created detailed reports on team performance metrics for upper management review, highlighting successes and opportunities for development.
- Successfully managed multiple projects simultaneously by prioritizing tasks, streamlining workflows, and delegating responsibilities to appropriate team members.
- Handled high volume of engagements and fast pace of cloud computing market.
- Conducted regular follow-ups with clients to ensure satisfaction and address any concerns that may arise
Resident Assistant
LeMoyne-Owen College
08.2017 - 01.2022
- Orchestrated social, educational, and recreational programs successfully for over three hundred residents on campus
- Organized monthly staff meetings to effectively address and resolve various resident requirements and problems
- Championed diversity and inclusion mission by maintaining cohesiveness across working professionals and client bases.
- Increased retention rates among first-year students with consistent support, mentorship, and guidance.
- Maintained safe living space for all residents by enforcing university policies and reporting any violations in timely manner.
- Assisted Resident Director in planning and executing educational programming to foster personal development among students.
- Facilitated smooth roommate transitions by mediating discussions regarding shared responsibilities, expectations, and conflict resolution strategies.
- Contributed to successful move-in process for new residents by providing information, assistance, and support during orientation week.
- Collaborated with other Resident Assistants to create engaging events that promoted inclusivity and diversity within residence hall community.
- Coordinated off-campus trips for recreational activities or cultural experiences in order to connect residents more closely with surrounding community.
- Served as role model for responsible behavior among peers by consistently demonstrating excellent time management skills as both student leader and full-time student themselves.
- Responded to emergency situations calmly and appropriately, following established protocols and notifying necessary personnel when required.
- Assisted in development of comprehensive training program for new Resident Assistants, ensuring they were well-prepared to effectively carry out their responsibilities.
- Contributed to culture of continuous improvement among staff by providing constructive feedback during evaluation meetings or offering suggestions for process enhancement based on personal experience.
Education
Bachelor of Arts in Criminal Justice - Police Science
LeMoyne-Owen College
Memphis, TN05.2022
Skills
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Planning
- Organization
- Customer Service
- Public Relations
- Data Collection
- Support Services
- Team Collaboration
- Project Management
- Operating System Knowledge
- Ticket Management
- Effective Communication
- Professional Boundaries
- Problem Solving
Websites
Certification
- Certification in Cisco Packet Tracer
- Certificate of Perfect Attendance
- DEI certification
Software
NCIC
Atlas
MGA
Leadership And Professional Development
- Alpha Phi Alpha Fraternity, Inc., President, 08/2021 - 05/2022, Vice President, 08/2020 - 05/2021, Secretary, 08/2018 - 05/2019
- Student Government Association (SGA), Public Relations Officer, 08/2019 - 05/2020
- NAACP, Public Relations Officer, 08/2019 - 05/2020
References
References available upon request.
Timeline
Support Specialist
U.S. Federal Probation & Pretrial Services
02.2023 - Current
Rail Car Mechanic
Canadian Pacific
02.2022 - 02.2023
Engagement Specialist
St. Jude Children's Research Hospital
09.2020 - 01.2022
Resident Assistant
LeMoyne-Owen College
08.2017 - 01.2022
Bachelor of Arts in Criminal Justice - Police Science
LeMoyne-Owen College
- Certification in Cisco Packet Tracer
- Certificate of Perfect Attendance
- DEI certification
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