Temetris M. Rivers
Marianna
Summary
I am a professional with a strong background in interpersonal interactions and service solutions developed throughout my 20 years of service with the Federal Bureau of Prison System. I am highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. I am an effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. I am known for reliability and a proactive approach to meeting customer and organizational goals.
Overview
30
30
years of professional experience
Work History
Behavioral Counselor 1
Chemical Addictions Recovery Effort, Inc
11.2024 - Current
- Assisted clients by helping develop skills and behaviors necessary to recover from addiction and modify behavior.
- Counseled clients individually to provide strategies for becoming aware of strengths and adjusting socially to environments.
Prevention Specialist
Chemical Addictions Recovery Effort, Inc
10.2021 - 11.2024
- Provide substance abuse prevention services to children and adolescents in assigned surrounding counties. Calculate students pre and post test scores to determine learning advances. Teach required Life Skills curriculum according to the presentation schedule. Submit required daily, weekly, and monthly reports. Maintain effective communication with school facilities and administrators. Complete Statistical Report which reflects students learning advancement of the curriculum.
Customer Service Representative
Maximus
10.2020 - 10.2021
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Dynamic Futures Specialist
Career Source Capital Region
07.2020 - 09.2020
- Assist career seekers with completing the requirement for entry into the Dynamic Futures Program. Review education, employment history and assist with accomplishing established goals. Maintain contact with career seekers according to established policy. Determine and recommend training programs to assist with education and employment goals.
Administrative Assistant
Kelly Services/Career Source Capital Region
03.2020 - 07.2020
- Assist Talent Acquisition Specialist maintain contact with career seekers through outbound calls and emails. Document contact notes in the system and schedule appointments for Acquisition Specialist on their calendars.
Child Protective Investigator
Department of Children and Families
06.2019 - 12.2019
- Collect information through observation and interviews. Conduct investigations regarding allegations of abuse, neglect, abandonment and/or special conditions. Review past case history, criminal history and other records. Review information to determine if a child is safe or unsafe. Create, manage and modify safety plans.
Substitute Teacher
Jackson County School Board
11.2018 - 05.2019
- Function as a Substitute Teacher for schools in the Jackson County Florida district. My assignment focus has been at the Marianna Middle School & Riverside Elementary School. Assure students complete assignments.
Receptionist/ Switchboard Operator
City of Fort Pierce
03.2018 - 09.2018
- Direct incoming calls to the appropriate staff member or department using the PBX system. Greet visitors, assist security staff process them into the building and direct them to the appropriate department.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
Customer Service Associate Expert
T Mobile Call Center
08.2017 - 09.2017
- Improved first-call resolution rates by actively listening to customer needs and offering appropriate solutions based on their unique situations.
- Answered phone calls with friendly greetings to create a positive inbound calling experience for customers.
- Responded to customer inquiries via telephone, email, and live chat to provide updated information.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
Customer Service Representative
Randstad Staffing Agency
02.2017 - 08.2017
- 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.
Senior Clerk
Department of Children & Families/Adult Protective Services
08.2016 - 10.2016
- Monitor the system for reports of abuse and forward information to the appropriate Investigator. Receives calls concerning immediate reports of abuse and assure investigator and supervisor notification.
Accounting/Psychology Technician; Sr. Officer Spc.
Federal Bureau of Prisons, FCI Tallahassee, FL
05.2009 - 08.2016
- Enhanced financial accuracy by diligently reconciling accounts, identifying discrepancies, and resolving issues promptly.
- Reduced errors in financial reporting through meticulous attention to detail and thorough review of financial statements.
- Enhanced vendor relationships by managing accounts payable efficiently, negotiating favorable terms when possible, and ensuring timely payments.
- Developed strong rapport with diverse patient populations through empathetic listening skills, helping them feel heard and understood.
- Utilized de-escalation techniques to manage challenging behaviors effectively, promoting a calm atmosphere conducive to healing.
Call Center Supervisor
Federal Bureau of Prisons, FCI Tallahassee, FL
02.2006 - 05.2009
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Created team rotations to man center effectively during peak hours.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
- Led daily team meetings to review performance, set targets and motivate staff.
Multiple Positions Held
Federal Bureau of Prisons, FCI Tallahassee, FL
09.1995 - 02.2006
- Led training programs for newly hired correctional officers, emphasizing safety protocols and proper use of restraint equipment.
- Assisted in the development of institutional policies that promoted fairness, consistency, and respect among staff and inmates alike.
- Reduced instances of inmate misconduct by enforcing strict adherence to facility rules and regulations.
- Contributed to the successful completion of mandatory audits by maintaining accurate records and ensuring compliance with state regulations.
- Provided crisis intervention during emergencies, utilizing de-escalation techniques to maintain a calm environment.
- Maintained safety and security within the correctional facility through diligent monitoring and supervision of inmates.
- Coordinated recreation activities for inmates, promoting physical fitness and mental well-being throughout the population.
Education
Master's Degree - Master of Business Administration (MBA)
University of Phoenix-On-Line
Phoenix, AZ02.2012
Bachelor's Degree - Criminal Justice, Social Work
Florida A & M University
Tallahassee, FL04.1994
Associate's Arts Degree - Criminal Justice
Tallahassee Community College
Tallahassee, FL12.1989
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Call center operations
- Call management
- Product knowledge
- Administrative support
- Microsoft Office Suite
- De-escalation techniques
- Written and oral communication
Timeline
Behavioral Counselor 1
Chemical Addictions Recovery Effort, Inc
11.2024 - Current
Prevention Specialist
Chemical Addictions Recovery Effort, Inc
10.2021 - 11.2024
Customer Service Representative
Maximus
10.2020 - 10.2021
Dynamic Futures Specialist
Career Source Capital Region
07.2020 - 09.2020
Administrative Assistant
Kelly Services/Career Source Capital Region
03.2020 - 07.2020
Child Protective Investigator
Department of Children and Families
06.2019 - 12.2019
Substitute Teacher
Jackson County School Board
11.2018 - 05.2019
Receptionist/ Switchboard Operator
City of Fort Pierce
03.2018 - 09.2018
Customer Service Associate Expert
T Mobile Call Center
08.2017 - 09.2017
Customer Service Representative
Randstad Staffing Agency
02.2017 - 08.2017
Senior Clerk
Department of Children & Families/Adult Protective Services
08.2016 - 10.2016
Accounting/Psychology Technician; Sr. Officer Spc.
Federal Bureau of Prisons, FCI Tallahassee, FL
05.2009 - 08.2016
Call Center Supervisor
Federal Bureau of Prisons, FCI Tallahassee, FL
02.2006 - 05.2009
Multiple Positions Held
Federal Bureau of Prisons, FCI Tallahassee, FL
09.1995 - 02.2006
Associate's Arts Degree - Criminal Justice
Tallahassee Community College
Master's Degree - Master of Business Administration (MBA)
University of Phoenix-On-Line
Bachelor's Degree - Criminal Justice, Social Work
Florida A & M University
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