AILEEN RUIZ
Tucson,AZ
Summary
Experienced professional with over four years of full-time experience in a secure juvenile detention environment. Demonstrated ability to remain calm under pressure, exercise sound judgment, communicate effectively, and follow policies and procedures in high-stress situations. Bilingual in English and Spanish, with prior experience interpreting 911, court, medical, therapy, and other sensitive communications, along with customer service and conflict de-escalation experience.
Overview
1
1
Language
1
1
Certification
15
15
years of professional experience
Work History
Detention Officer
PIMA COUNTY JUVENILE DETENTION
Tucson, AZ
02.2022 - Current
- Supervise, mentor, and provide direct security oversight for youth housed in a secure juvenile detention facility while maintaining safety, security, accountability, and professional boundaries.
- Conduct youth intakes, security searches, room searches, and strip searches in accordance with facility policies, procedures, and safety requirements.
- Operate housing units independently and as part of a team while maintaining awareness of youth behavior, facility conditions, and potential safety concerns.
- Supervise youth during school, gym, sports, showers, room cleaning, leisure activities, and other scheduled activities.
- Develop and conduct structured activities and programming designed to keep youth engaged and provide constructive ways to spend time while detained.
- Observe and evaluate youth behavior and respond appropriately to behavioral concerns, rule violations, conflicts, and changing circumstances.
- Apply facility rules and expectations consistently and use appropriate interventions and consequences when youth violate established requirements.
- Build professional relationships with youth through mentoring and effective communication while maintaining appropriate officer-youth boundaries.
- Conduct and supervise visitation, including checking in parents and approved visitors, performing security screening and wand searches, explaining facility rules, and ensuring visits are conducted safely and appropriately.
- Monitor youth placed on suicide watch and provide close observation in accordance with established safety procedures.
- Work in ICW and monitor youth through facility camera systems while maintaining heightened awareness of behavioral and safety concerns.
- Respond to aggressive behavior, behavioral escalations, emergencies, and other critical incidents while maintaining composure and prioritizing safety.
- Participate in physical restraints when necessary and utilize trained restraint, handcuffing, and shackle procedures.
- Apply Handle With Care physical intervention and restraint techniques in accordance with training and facility procedures.
- Operate facility radio communications to communicate with staff and coordinate responses to incidents and routine operations.
- Transport youth to hospitals, medical appointments, new placements, county jail, and other authorized destinations. Operate the transport vehicle or serve as the accompanying officer responsible for youth supervision and security, depending on staffing and operational needs.
- Maintain custody, supervision, safety, and awareness of youth throughout transportation while following established transportation and security procedures.
- Prepare detailed legal and administrative documentation concerning youth behavior, incidents, activities, restraints, interventions, and other significant events.
- Maintain accurate and timely documentation of events and observations that may be used for legal, administrative, safety, or case-related purposes.
- Provide factual information to law enforcement, probation personnel, medical staff, and other authorized personnel regarding youth behavior, incidents, and facility-related matters when requested.
- Receive and interact with law enforcement officers when youth are brought to the facility during the intake process.
- Use verbal communication and de-escalation techniques to manage difficult interactions and reduce behavioral escalation when appropriate.
- Exercise independent judgment in rapidly changing and high-pressure situations while following established policies, procedures, and safety requirements.
- Full-Time
Sales Representative
AT&T
01.2018 - 01.2021
- Assisted customers with billing questions, account concerns, wireless services, and technical questions involving mobile devices and services.
- Established new customer accounts and initiated wireless services while maintaining accurate customer information.
- De-escalated upset and frustrated customers through active listening, professional communication, and problem-solving.
- Consistently worked toward and met monthly sales quotas and performance expectations.
- Maintained extensive knowledge of mobile phones, wireless technology, features, services, and basic troubleshooting.
- Operated cash registers and accurately processed customer transactions.
- Opened and closed the retail location and followed required security and closing procedures.
- Counted and secured the store safe and handled cash in accordance with established procedures.
- Conducted inventory counts and maintained accurate records of merchandise and equipment.
- Full-Time
Spanish Interpreter
CYRACOM
01.2016 - 01.2017
- Provided professional interpretation between English- and Spanish-speaking individuals during high-volume, time-sensitive communications.
- Interpreted 911/emergency calls, court-related communications, medical calls, therapy/behavioral-health calls, and other sensitive conversations.
- Communicated information accurately and efficiently while maintaining the intended meaning and context of each conversation.
- Worked under significant time pressure where information needed to be interpreted quickly and accurately.
- Maintained composure and professional neutrality while interpreting emotionally difficult, serious, or sensitive situations.
- Maintained confidentiality when handling sensitive information and managed a high volume of calls while maintaining accuracy and attention to detail.
- Full-Time
Customer Service Representative — Verizon Account
AFNI
01.2015 - 01.2016
- Provided customer service and account support for Verizon residential and business customers in a high-volume call-center environment.
- Assisted customers with billing questions, account charges, service concerns, and difficult or disputed bills.
- Reviewed account information and explained charges and services clearly to customers.
- De-escalated frustrated and upset customers through active listening, professional communication, and problem-solving.
- Assisted with business accounts and addressed account-specific questions and service needs.
- Received ongoing performance evaluations and customer-service ratings based on quality and effectiveness of service.
- Maintained accuracy and attention to detail while handling customer account information.
- Full-Time
Customer Service
McDONALD'S
01.2012 - 01.2014
- Provided customer service in a fast-paced environment while maintaining professionalism and accuracy.
- Operated cash registers and processed customer transactions.
- Worked in multiple areas, including drive-through, kitchen, meal preparation, and front-counter customer service.
- Assisted customers with orders and addressed questions and concerns.
- Followed established safety, sanitation, food-handling, and operational procedures.
- Part-Time — Approximately 20 Hours/Week
Education
Criminal Justice Coursework
PIMA COMMUNITY COLLEGE
Tucson, AZHIGH SCHOOL DIPLOMA -
Pueblo High School
05.2014
Skills
- Bilingual: English & Spanish
- Crisis Management & De-escalation
- Conflict Resolution
- Critical Thinking & Problem-Solving
- Independent Decision-Making
- Attention to Detail
- Communication & Active Listening
- Teamwork & Collaboration
- Adaptability & Flexibility
- Technology Proficiency
- Substance Abuse Knowledge
Personal Information
Driving License: Valid Driver's License
Certification
CPR Training, Narcan/Naloxone Training, PREA Training, Mental Health Training, Substance Use/Drug Addiction Training, Choking/First-Aid Response Training, De-escalation & Crisis Response, Handle With Care Restraint Techniques, Physical Restraint Procedures, Handcuffing Procedures, Shackle/Leg Restraint Procedures, Radio Communications
Languages
English/Spanish Bilingual
TRAINING
Cybersecurity Training — Completed through Pima County Juvenile Detention; training included identifying phishing and other cyber threats, password and account security, protecting sensitive and confidential information, privacy and information-security practices, and recognizing potential cybersecurity incidents.
Timeline
Detention Officer
PIMA COUNTY JUVENILE DETENTION
02.2022 - Current
Sales Representative
AT&T
01.2018 - 01.2021
Spanish Interpreter
CYRACOM
01.2016 - 01.2017
Customer Service Representative — Verizon Account
AFNI
01.2015 - 01.2016
Customer Service
McDONALD'S
01.2012 - 01.2014
Criminal Justice Coursework
PIMA COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA -
Pueblo High School