HOLLY FRATZ
Clear Spring,MD
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Brings positive attitude and commitment to continuous learning and growth.
Overview
21
21
years of professional experience
Work History
Call Center Agent
Ver-A-Fast
09.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
SENIOR PAROLE AND PROBATION AGENT
Department Of Public Safety And Correctional Services
11.2019 - Current
- Verify social and legal history information of individual probationers
- Supervise offenders to reduce risk to community
- Prepare detailed reports for the court regarding probationer progress, violations, and recommendations for modifications to conditions of supervision
- Interpret data from various assessment tools to determine appropriate level of supervision
- Coordinate and work closely with law enforcement, social service agencies and mental health providers
- Mentor new probation agents, sharing knowledge and expertise to enhance their skills and success in the field
- Collaborate with treatment providers to ensure coordinated care for probationers addressing substance abuse, mental health, or other needs
- Help resolve probationer issues with housing, employment and healthcare
- Adhere to legal requirements by performing office, home, and employment visits
- Conduct investigations into violations and other allegations
- Maintain accurate records of all interactions with probationers in accordance with agency guidelines
- Ensure compliance with court orders, collaborating closely with judges, attorneys, and other stakeholders
- Testify in court at Violation of Probation hearing proceedings and make recommendations for appropriate punitive actions
CORRECTIONAL CASE MANAGEMENT SPECIALIST II
Department Of Public Safety And Correctional Services
05.2005 - 11.2019
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations
- Conducted thorough assessments of clients' needs to determine appropriate services and support
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs
- Managed a caseload of diverse clients, successfully addressing their unique needs while maintaining high standards of service delivery
- Monitored the effectiveness of case management plans and adjusted strategies as needed to maximize results.
TELEPHONE OPERATOR
Always Communications
09.2003 - 05.2005
- Assisted customers daily by answering questions and transferring to appropriate departments
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws
- Maintained accurate records of calls placed and received
- Maintained detailed customer call and inquiry logs for performance monitoring
- Gathered customer information and promptly input data into computer system
- Increased efficiency by adeptly using a multi-line telephone system while simultaneously logging call details into the database
- Operated computers and fax machines to send and receive messages to customers and coworkers.
Education
Bachelor Of Science - Criminal Justice
University of Maryland University College
Hagerstown, MD05.2012
Associate Of Applied Science - Administration of Justice
Hagerstown Community College
Hagerstown, MD05.2009
High School - undefined
South Hagerstown High School
Hagerstown, MD05.2001
Skills
- Customer communications
- Call Center Operations
- Training and mentoring
- Data Entry
- Problem-solving skills
- Documentation And Reporting
- Motivational Interviewing
- Courtroom Procedures
- Cultural Sensitivity
- Case Management
- Individualized counseling
- Records Management
- Organization and Multitasking
Timeline
Call Center Agent
Ver-A-Fast
09.2024 - Current
SENIOR PAROLE AND PROBATION AGENT
Department Of Public Safety And Correctional Services
11.2019 - Current
CORRECTIONAL CASE MANAGEMENT SPECIALIST II
Department Of Public Safety And Correctional Services
05.2005 - 11.2019
TELEPHONE OPERATOR
Always Communications
09.2003 - 05.2005
Bachelor Of Science - Criminal Justice
University of Maryland University College
Associate Of Applied Science - Administration of Justice
Hagerstown Community College
High School - undefined
South Hagerstown High School
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