Briana Caldwell
Albany,GA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Correctional Officer I
Lee State Prison
06.2023 - Current
- Search cells of inmates to identify and confiscate contraband and other prohibited items.
- Manage high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Conducted routine and emergency head counts.
- Prepare, process and maintained forms, reports, logs, records, and activity journals.
- Collaboratewith fellow officers to maintain a secure environment for staff, visitors, and inmates.
Program Manager
TLC Associates
02.2021 - 05.2023
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Developed inbound and outbound call center programs strategic plans, setting clear objectives and achievable milestones for the team by facilitating workshops,training materials and conducted one-on-one training to educate team members.
- Managed multiple strategic projects with numerous sub-projects( Healthcare, Customer Service and Sales)
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
GEME Vaccine Scheduling
MCI Company
12.2020 - 05.2021
- Answered a high volume of inbound customer calls and responded to inquiries with a smile, polite positive upbeat tone
- Provided age-appropriate vaccines according to CDC guidelines, ensuring accurate dosages were administered based on individual needs.
- Collaborated with healthcare team members to ensure seamless delivery of immunization services.
- Improved patient satisfaction by providing efficient and empathetic care during vaccine administrations.
- Maintained patient confidentiality while accurately documenting vaccine administration records in electronic health systems.
Front Desk Receptionist
Southern Point Staffing LLC (SPS)
11.2020 - 02.2021
- Welcomed prospective employees in a customer facing, office setting front desk and engaged in friendly conversation
- Conducted pre-interview screenings via phone and in person
- Scheduled calendar invite interview appointments, maintained and updated invites for staffing coordinators
- Answered multi-line telephone with polite tone of voice for general information, to answer inquiries regarding potential new business, application status, or interview
- Scanned new hire onboarding documentations to the appropriate parties.
Kitchen Order Packer
Sunnyland Farms
09.2020 - 11.2020
- Assembled assorted goods into appropriate trays, crates, and containers to prepare for shipping
- Adhered to product safety and hygiene guidelines for health and regulatory compliance
- Accomplished production goals by working with speed and accuracy.
Assistant Call Center Manager
Teleperformance
10.2013 - 07.2020
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified areas of performance deficiency and performed root-cause analysis to solve problems by live call observation, outlier management, and team meetings.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to produce 30% increase in sales, customer satisfaction, first call resolution, and handle time using daily, monthly, and quarterly data-driven decision making, LAT and LEAP tactics centered around self-discovery
- Reduced employee turnover by fostering a positive work environment and addressing staff concerns promptly.
- Supervised strong multi-level operational teams of over one-hundred employees to meet process, sales, customer satisfaction, and production demands by completing second interviews, new hire live call certification procedures, and providing training to current employees while simultaneously creating job aids and floor support to operations
- Handled inbound customer complaints courteously, quickly, and empathetically in a fast-paced call center using appropriate techniques, tools, job aids, problem-solving skills, and follow-up logs via phone, email, and in person
Shift Leader
Video Warehouse
12.2011 - 08.2013
- Handled retail customer-facing escalated concerns with a smile, upbeat tone, courtesy, and urgency
- Resolved emergencies in the absence of a manager or supervisor
- Educated customers about offerings, promotions, and pricing to boost sales
- Counted cash on hand at shift change and closing to determine shortages or overages then prepared bank deposit statements for daily drop off
- Delegated tasks to two to three employees and monitored activities and task completion.
Education
Medical Billing and Coding - Medical Billing and Coding
Devry university
06.2022
Associates - Criminal Justice
CARRINGTON COLLEGE
12.2011
Skills
- De-Escalation Techniques
- Conflict resolution skills
- Emergency Response
- Strategic Planning
- Project Management
- Decision-Making
- Policy Enforcement
- Safety and security enforcement
- Observation
- Relationship building and management
- Mentorship
- Program coordination
Certification
Peace Officer Certification, 10/01/23, Present
Assessments
- Office manager, Proficient, 05/01/23
- Scheduling and budgeting, Proficient, 05/01/23
- Customer focus & orientation, Proficient, 05/01/23
- Spreadsheets with Microsoft Excel, Proficient, 05/01/23
- Management & leadership skills: Planning & execution, Proficient, 12/01/22
- Project timeline management, Proficient, 05/01/23
- Sales skills, Proficient, 07/01/22
- Work style: Reliability, Proficient, 12/01/22
- Management & leadership skills: Impact & influence, Proficient, 08/01/21
- Recruiting, Proficient, 05/01/23
Timeline
Correctional Officer I
Lee State Prison
06.2023 - Current
Program Manager
TLC Associates
02.2021 - 05.2023
GEME Vaccine Scheduling
MCI Company
12.2020 - 05.2021
Front Desk Receptionist
Southern Point Staffing LLC (SPS)
11.2020 - 02.2021
Kitchen Order Packer
Sunnyland Farms
09.2020 - 11.2020
Assistant Call Center Manager
Teleperformance
10.2013 - 07.2020
Shift Leader
Video Warehouse
12.2011 - 08.2013
Medical Billing and Coding - Medical Billing and Coding
Devry university
Associates - Criminal Justice
CARRINGTON COLLEGE
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