Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Bertha Rascon

Heber,CA

Summary

Dynamic correctional officer with extensive experience at Centinela State Prison, and Calipatria State Prison skilled in crisis intervention and conflict resolution. Proven ability to enhance safety and security through vigilant monitoring and effective communication. Recognized for reducing contraband incidents and fostering positive relationships, contributing to a safer environment for staff and inmates alike.

Overview

17
17
years of professional experience

Work History

Correctional Officer

Centinela State Prison, CEN
03.2008 - 11.2017
  • Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
  • Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
  • Prepared, processed and maintained forms, reports, logs, records, and activity journals.
  • Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
  • Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
  • Contributed to a positive work culture among colleagues by utilizing effective communication skills both verbally and in writing.
  • Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
  • Interviewed inmates to obtain information and assess needs.
  • Received and accounted for personal possessions and determined inmate work assignments.
  • Bolstered team morale and cooperation through effective leadership and communication.
  • Cultivated positive relations with inmates, reducing tensions and promoting safer environment.
  • Coordinated with law enforcement agencies to ensure smooth transfer of inmates.

Bilingual Customer Service Representative

Gap Inc. Corporate Call Center
01.2003 - 01.2005
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Provided language translation services for customer service inquiries.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
  • Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
  • Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
  • Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
  • Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
  • Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
  • Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
  • Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
  • Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
  • Documented customer service policies, scripts and procedures in English and Spanish.
  • Developed a deep understanding of customer service principles and customer service best practices.
  • Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
  • Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
  • Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
  • Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues and liaising with IT departments as needed.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Cook

Spangaldam Golf Course
01.2001 - 01.2002
  • Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
  • Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
  • Prepared meals efficiently under time constraints for timely service during peak hours.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
  • Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
  • Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
  • Enhanced customer satisfaction by consistently delivering high-quality, visually appealing dishes.
  • Communicated closely with servers to fully understand special orders for customers.
  • Enhanced teamwork within the kitchen staff by fostering a collaborative environment focused on meeting high standards of quality and efficiency.
  • Contributed to positive guest experiences by accommodating special dietary needs and requests.
  • Assisted in inventory management and ordering supplies, maintaining adequate stock levels for efficient kitchen operations.
  • Maintained high standards of hygiene and cleanliness, ensuring safe dining environment.
  • Negotiated with suppliers for better pricing on high-quality ingredients, improving profit margins.
  • Prepared diverse cuisines to meet customer dietary needs and preferences, elevating dining experience.
  • Followed strict standards for food handling and safety, minimizing risks to customers.

Education

High School Diploma -

Calexico High School And IVC
Calexico, CA And Imperial, CA
06-1995

Skills

  • First aid training
  • Emergency response
  • De-escalation techniques
  • Conflict resolution skills
  • Policy enforcement
  • Correctional facility procedures
  • Observation
  • Safety
  • Stress tolerance
  • Relationship building and management
  • Crisis intervention training
  • Staff management
  • Negotiation
  • Non-violent intervention
  • Radio communication
  • First aid and CPR certified
  • Work crew management
  • Excellent problem solver
  • Organizational skills
  • Problem-solving
  • Decision-making
  • Safety and security
  • First aid certification
  • Multitasking
  • Task prioritization

Languages

Spanish

Timeline

Correctional Officer

Centinela State Prison, CEN
03.2008 - 11.2017

Bilingual Customer Service Representative

Gap Inc. Corporate Call Center
01.2003 - 01.2005

Cook

Spangaldam Golf Course
01.2001 - 01.2002

High School Diploma -

Calexico High School And IVC

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Bertha Rascon