BRANDELIA WRIGHT
MILWAUKEE,US
Summary
Customer service professional with over 20 years of diverse experience in correctional, medical, and telecommunications business settings. Demonstrates a visionary approach to integrating Salesforce and CRM tools to enhance patient care, safety protocols, and customer service excellence. Passionate about fostering safe environments and delivering innovative solutions in high-pressure situations.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Probation & Parole Officer
Department of Corrections
04.2026 - Current
- Supervising individuals on probation (instead of jail) or parole (released from prison).
- Monitoring compliance with court-ordered conditions, such as curfews, employment, counseling, or treatment programs.
- Conducting regular meetings with clients to review progress and address concerns.
- Performing home, workplace, and community visits to verify compliance.
- Administering drug and alcohol tests when required.
- Investigating violations of probation or parole conditions.
- Preparing detailed reports for judges, parole boards, and courts.
- Maintaining accurate case files and documentation.
- Referring clients to community resources such as housing, job training, mental health services, and substance abuse treatment.
- Collaborating with law enforcement, courts, attorneys, treatment providers, and social service agencies.
- Assessing clients' risk levels and developing supervision plans.
- Testifying in court regarding client progress or violations when necessary.
- Arresting or recommending the arrest of individuals who violate the terms of probation or parole, depending on the agency and jurisdiction.
Correctional Officer
Milwaukee County Reintegration Center (HOC)
10.2022 - 02.2026
- Manage and supervise diverse inmate population effectively.
- Lead security operations in direct supervision housing unit, implementing crisis intervention protocols and maintaining resident safety through strategic monitoring systems.
- Execute precise documentation and reporting procedures through CMS software, ensuring accurate tracking of resident behavior and facility operations.
- Foster safe environment through proactive conflict resolution and behavior management, specializing in high-risk situations within Segregation Housing Unit.
- Execute emergency response procedures and de-escalation techniques in high-risk situations, ensuring swift resolution of security incidents.
Emergency Department Technician
St. Mary's Hospital
03.2021 - 10.2022
- Monitored vital signs to enhance patient care efficiency and response times.
- Assisted in emergency procedures, improving response times and patient outcomes.
- Updated medical records accurately, ensuring reliable documentation.
- Communicated patient status to families, fostering understanding and support.
- Performed IV placements and wound care, ensuring seamless patient care.
- Developed systematic approach for tracking medical supplies and equipment, minimizing stock-outs and ensuring immediate availability during emergencies.
- Led cross-functional initiatives to optimize patient flow, reducing ED wait times and enhancing overall department operational efficiency.
Mobility Sales & Solutions
AT&T Communications
05.2020 - 10.2022
- Resolved complex customer issues using multiple systems, enhancing satisfaction and retention rate.
- Adhered to schedules for optimal availability, ensuring seamless customer service delivery.
- Analyzed customer needs through strategic questioning, delivering tailored solutions and upselling opportunities while maintaining high service standards by researching competitive offers.
- Managed complex billing inquiries and technical troubleshooting across multiple product lines while maintaining strict schedule adherence using advanced CRM tools, Sales Force and Zen desk.
Retention Specialist
Spectrum Charter Communication
02.2016 - 12.2020
- Managed high call volume by, building strong relationships and increasing company revenue.
- Utilized listening and probing skills to resolve customer issues and retain clients effectively.
- Aligned product features with customer needs, enhancing service value and satisfaction.
- Analyzed customer pain points and developed personalized retention strategies, leveraging CRM, Sales Force, Zen desk and Word data to create effective solutions for high-risk accounts business accounts.
- Mentored new specialists as SME, providing comprehensive training on customer retention techniques and sales force optimization.
- Pioneered conflict resolution approaches for challenging customer interactions, transforming potential service cancellations into renewed subscriptions and upgrading services by tying needs to benefits.
Nursing Assistant
UW Health University Hospital
05.2013 - 08.2015
- Managed comprehensive care for 16 Neuro ICU patients, executing precise monitoring of vital signs, glucose levels, and specialized drainage systems while maintaining meticulous documentation.
- Managed hazardous waste disposal, maintaining a safe environment.
- Changed NG/OG tubing, ensuring proper function for trached patients.
- Recorded patient intake/output, aiding in accurate treatment plans.
- Delivered compassionate patient care through systematic repositioning protocols, including specialized log rolls for spinal injury cases, ensuring optimal comfort and recovery.
- Coordinated with nursing staff to maintain continuous patient assessment, promptly reporting status changes and adapting care protocols across multiple units.
- Demonstrated flexibility by covering additional shifts across various units, while maintaining strict adherence to safety protocols and waste management procedures.
Education
High school Diploma - undefined
Harold S. Vincent High School
06.2007
Skills
- Time Management (Expert)
- Customer Service (Expert)
- Nursing critical care (Expert)
- Safety/Security Protocols (Expert)
- Documentation (Expert)
- CRM (Expert)
- Salesforce (Expert)
- Offender supervision
- De-escalation techniques
- Policy enforcement
- Behavioral assessment
- Motivational interviewing
- Trauma-informed care
- Critical thinking
- Conflict resolution
- Risk assessment
- Progress evaluation
- Crisis management
- Case management
- Inmate supervision
- Correctional facility procedures
- Visitation oversight
- Emergency response
Certification
- CERTIFIED NURSING ASSISTANT LICENSE Feb 2006 – Present Quality Healthcare Options
- CPR/AED/BLS CERTIFICATION Mar 2016 – Present Quality Healthcare Options
- JAILORS CERTIFICATION June 2026– Present Milwaukee Area Technical College
- PROBATION & PAROLE AGENT Wisconsin Department of Corrections- Present
Timeline
Probation & Parole Officer
Department of Corrections
04.2026 - Current
Correctional Officer
Milwaukee County Reintegration Center (HOC)
10.2022 - 02.2026
Emergency Department Technician
St. Mary's Hospital
03.2021 - 10.2022
Mobility Sales & Solutions
AT&T Communications
05.2020 - 10.2022
Retention Specialist
Spectrum Charter Communication
02.2016 - 12.2020
Nursing Assistant
UW Health University Hospital
05.2013 - 08.2015
High school Diploma - undefined
Harold S. Vincent High School