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
Milwaukee, WI
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.
- Performing home, workplace, and community visits to verify compliance.
- Performed detailed investigations to determine the validity of reported probation or parole violations. of probation or parole conditions.
- Prepared detailed reports for judges, parole boards, and courts, ensuring accurate documentation of client status and compliance.
- Referring clients to community resources such as housing, job training, mental health services, and substance abuse treatment.
- Collaborated with law enforcement, courts, attorneys, treatment providers, and social service agencies to coordinate comprehensive support for clients.
- 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)
Franklin, WI
10.2022 - 02.2026
- Oversaw daily operations of inmate management, ensuring effective communication and adherence to protocols. and supervise diverse inmate population effectively.
- Execute emergency response procedures and de-escalation techniques in high-risk situations, ensuring swift resolution of security incidents
- Performed documentation tasks using CMS software to track resident behavior accurately. precise documentation and reporting procedures through CMS software, ensuring accurate tracking of resident behavior and facility operations
- Fostered safe environment through proactive conflict resolution and behavior management, effectively addressing high-risk situations in Segregation Housing Unit.
- Executed emergency response procedures and de-escalation techniques in high-risk situations, achieving swift resolution of security incidents and maintaining safety.
EMERGENCY DEPARTMENT TECHNICIAN
St. Mary's Hospital
Milwaukee
03.2021 - 10.2022
- Assisted in emergency procedures, improving response times and patient outcomes.
- Assisted in emergency procedures, enhancing response times and contributing to improved patient outcomes.
- Performed IV placements and wound care, ensuring seamless patient care.
- Communicated patient status to families, fostering understanding and support.
- Updated medical records accurately, ensuring reliable documentation.
- Developed systematic approach for tracking medical supplies and equipment, ensuring immediate availability during emergencies and minimizing stock-outs.
- Led initiatives to optimize patient flow, reducing ED wait times and enhancing operational efficiency.
MOBILITY SALES AND CUSTOMER SERVICE SOLUTIONS
AT&T Communications
05.2020 - 10.2022
- Resolved complex customer issues using multiple systems, improving customer satisfaction and retention.
- Maintained schedules for optimal availability, ensuring seamless delivery of customer service.
- 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.
- Handled complex billing inquiries and technical troubleshooting across multiple product lines, adhering to schedules using advanced CRM tools, Salesforce and Zendesk.
- Provided remote support to customers, addressing inquiries and resolving issues efficiently.
RETENTION SPECIALIST
Spectrum Charter Communication
02.2016 - 12.2020
- Managed high call volume, building strong relationships that contributed to increased company revenue.
- 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.
- Aligned product features with customer needs, enhancing service value and satisfaction.
- Analyzed customer pain points and developed personalized retention strategies using CRM, Sales Force, and Zen desk to effectively address high-risk business accounts.
- Managed high call volume by, building strong relationships and increasing company revenue.
- Pioneered conflict resolution approaches for challenging customer interactions, converting potential cancellations into renewed subscriptions and service upgrades by aligning customer needs with benefits.
- Worked remotely from home office, maintaining productivity and communication with team
NURSING ASSISTANT
L ooo University Hospital of Wisconsin
Madison, WI
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.
- Oversaw disposal of hazardous waste, ensuring compliance with safety regulations, maintaining a safe environment.
- Replaced NG/OG tubing for trached patients to ensure proper functionality, ensuring proper function for trached patients.
- Documented patient intake and output to support accurate treatment planning, aiding in accurate treatment plans.
- Coordinated with nursing staff to maintain continuous patient assessment, promptly reporting status changes and adapting care protocols across multiple units.
- Ensured safe environment through effective management of hazardous waste disposal.
- Adapted to staffing needs by covering additional shifts across units while upholding safety protocols and waste management standards.
Education
High school Diploma -
Harold S. Vincent High School
Skills
- Time management, Customer service, Interagency Collaboration (Expert), Community Safety (Expert), Behavioral Intervention (Expert), Crisis Management (Expert), Client Support (Expert), Compliance Oversight (Expert), Case Documentation, Data Management (Expert), Record Keeping (Expert)
- Behavioral Intervention (Expert)
- Conflict resolution
- Client Support (Expert)
- Effective communication
- Time management
- Customer service
Certification
- CERTIFIED NURSING ASSISTANT LICENSE Quality Healthcare Options Feb 2006 - Present
- CPR/AED/BLS CERTIFICATION Quality Healthcare Options Mar 2016 - 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 AND CUSTOMER SERVICE SOLUTIONS
AT&T Communications
05.2020 - 10.2022
RETENTION SPECIALIST
Spectrum Charter Communication
02.2016 - 12.2020
NURSING ASSISTANT
L ooo University Hospital of Wisconsin
05.2013 - 08.2015
High school Diploma -
Harold S. Vincent High School