Brenda Palomares
Temple
Summary
Forward-thinking with strong track record of assertive problem-solving and proactive customer engagement. Demonstrates exceptional communication skills and unwavering commitment to delivering outstanding service. Consistently seeks opportunities to stand out and drive customer satisfaction through ambitious and optimistic approaches. Known for fostering positive interactions and contributing to dynamic work environment. Ambitious professional known for articulate communication skills and strong ability to lead and motivate teams in high-pressure environments. Demonstrates exceptional leadership in managing correctional operations, ensuring safety and compliance while fostering positive atmosphere.
Overview
16
16
years of professional experience
Work History
Customer Service Agent
Mood Group
Oklahoma City
10.2024 - 01.2025
- Managed workload independently with minimal supervision from team lead or manager.
- Responded to telephone, email and chat inquiries and complaints following standard operating procedures.
- Demonstrated excellent customer service skills by promptly responding to inquiries and resolving customer issues.
- Utilized problem-solving techniques to quickly resolve customer complaints in a professional manner.
- Developed strong communication skills while interacting with customers from diverse backgrounds.
- Provided product knowledge to customers while answering questions and addressing concerns.
Warehouse Specialist
Mood Group
Oklahoma City
02.2023 - 09.2024
- Maintained cleanliness and organization of warehouse spaces.
- Collaborated with team members to optimize workflow efficiency.
- Organized warehouse inventory shelves, racks, and containers.
- Resolved problems related to receiving, storing, picking, packing, shipping, or delivering merchandise.
- Ensured compliance with safety regulations while working in the warehouse.
- Inspected incoming and outgoing shipments to ensure accuracy of orders.
- Processed customer orders for shipment or delivery.
- Assisted in packaging and labeling of products for shipment, adhering to company standards.
Detention Corporal
Tulsa County Sheriff's Office
Tulsa
10.2020 - 09.2023
- Ensured compliance with applicable laws, regulations, policies, procedures, and ethical standards when handling sensitive information.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Processed payments efficiently while providing detailed receipts to customers.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Prioritized tasks effectively while managing multiple projects at one time.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Expedited orders and ensured customer satisfaction by promptly responding to inquiries, resolving issues, and providing timely delivery of goods.
- Demonstrated strong organizational skills in managing warehouse operations including stocking, loading, unloading, shipping, receiving, and order fulfillment.
- Performed physical labor tasks such as lifting heavy objects up to 50 lbs, pushing and pulling carts or pallets weighing up to 100 lbs, and standing for extended periods.
Detention Officer III
Tulsa County Sheriff's Office
Tulsa
10.2015 - 10.2020
- Supervises the detention staff, assists the Housing Sergeant in the supervision of all officers assigned to housing units and other posts as necessary.
- Assumes the duties of Sergeant when necessary.
- Responsible for custody and control of inmates; security of facilities; physical movement of inmates; and all inmate's needs.
- Maintains records of overtime authorization, Leave requests and daily time sheets.
- Directly supervises 10-20 detention officers.
- Carries out supervisory responsibilities in accordance with the organization's policies.
- Responsibilities include training employees, planning, assigning and directing work; appraising performance; rewarding and disciplining employees, addressing complaints and resolving problems.
- Analyzed data from surveillance systems for identifying security risks.
- Ensured compliance with legal guidelines related to detention operations.
- Monitored video cameras throughout the facility ensuring proper functioning at all times.
- Trained personnel on proper use of force protocols in line with department policy.
- Demonstrated excellent communication and interpersonal skills while collaborating with staff, inmates, and visitors.
- Interpreted booking procedures accurately while processing new arrivals.
- Utilized conflict resolution strategies to diffuse potentially violent situations.
- Performed daily cell inspections to detect any unauthorized activities or objects.
Custom Protection Officer // Captain
G4S Secure Solutions
Tulsa
04.2012 - 10.2015
- Monitored security systems to ensure safety and compliance.
- Conducted regular patrols to deter criminal activity and maintain order.
- Maintained accurate logs of daily activities and unusual occurrences.
- Enforced company policies and procedures to uphold a safe environment.
- Inspected buildings, equipment, and access points to determine security status.
- Responded appropriately to emergency situations in a timely manner.
- Operated metal detectors at entrances and exits to detect prohibited items.
- Monitored the facility for security breaches, fire hazards, and safety concerns.
- Observed CCTV footage to monitor activities within the facility.
- Maintained accurate records of daily logs related to security issues or events.
- Patrolled premises regularly to maintain order and enforce regulations.
- Performed routine checks of doors, windows, gates, locks for signs of tampering or attempted entry.
- Maintained high levels of alertness throughout shifts.
Dispatcher
Valley Metro Security
Edinburg
11.2010 - 05.2011
Correctional Officer
LCS Corrections
La Villa
01.2009 - 08.2010
- Responsible for custody and control of inmates; security of facilities; physical movement of inmates; and all inmate record needs.
- Monitored inmate activity for abnormal conditions and corrected precarious situations immediately.
- Conducted legal searches of inmates and cells as needed.
- Successfully restrained inmates when necessary.
- Ensured that all inmates had routine access to showers.
- Distributed hygiene products, clean clothing, clean linens, and clean beddings to inmates.
- Observed and directed inmate visitation and inmate workers accordingly.
- Responsible for supervising staff of Security Officers.
- Screened background checks, interviewed, hired, and trained new security staff.
- Managed staffing schedule and reviewed payroll.
- Operated detecting devices to screen individuals and prevented passage into restricted areas.
- Warned offenders about rule infractions/violations and evicted violators from premises.
- Maintained daily logs of property damage, theft or presence of unauthorized visitors/unusual occurrences.
- Operated, inspected and adjusted security systems and equipment to ensure operational use over to monitor interior and exterior public areas and entrances.
- Contacted police and fire departments in case of emergencies.
- Answered routine telephone and radio calls from Security Officers and other personnel.
- Received, logged, and prioritized incoming emergency and non-emergency calls for service.
- Monitored surveillance video and conducted safety audits daily.
- Dispatched security officers to any incidents, accidents or emergencies.
- Placed all data entries through the computer-aided dispatch program.
- Booked inmates into the facility and processed inmates for release.
- Made rounds at specified intervals and conducted head counts/roll calls.
- Searched the building grounds and living quarters for contraband.
- Escorted inmates to and from cells, hospitals and different facilities.
- Monitored and reported daily inmate activity.
Education
High School Diploma -
Edcouch-Elsa High School
Elsa, Tx06.1988
Skills
- Call center experience
- Warehouse experience
- Data entry
- Empathetic and genuine
- Outstanding communication skills
- Attention to detail
- Staff management
- Decision-making
- Goal oriented
- Employee motivation
- Complex Problem-solving
- Policy enforcement
- Training and mentoring
References
References available upon request
Languages
- English, Fluent
- Spanish, Conversational
Valid License
Valid Oklahoma License
Timeline
Customer Service Agent
Mood Group
10.2024 - 01.2025
Warehouse Specialist
Mood Group
02.2023 - 09.2024
Detention Corporal
Tulsa County Sheriff's Office
10.2020 - 09.2023
Detention Officer III
Tulsa County Sheriff's Office
10.2015 - 10.2020
Custom Protection Officer // Captain
G4S Secure Solutions
04.2012 - 10.2015
Dispatcher
Valley Metro Security
11.2010 - 05.2011
Correctional Officer
LCS Corrections
01.2009 - 08.2010
High School Diploma -
Edcouch-Elsa High School