Caitlin Rote

Provides a variety of office support duties including but not limited to: Greeting clients in person, keeping record of who is in the building and at what times of day. Emailing Agents when their clients arrive to meet with them and following-up if needed. Answering calls and directing them to the appropriate recipient, answering questions when able to do so. Listening to Voicemails and forwarding to Agent of Record or returning calls professionally and within a timely manner. Meeting with clients following court Sentencing, filling out multiple Department documents pertaining to their Community Supervision, assigning an Agent for their supervision and creating profiles in Department programs to get them started. Communicating with Agents when a client has been assigned to them for Community Supervision (Probation), relaying information on what had been completed within Intake process, etc. For Intakes (when a client was sentenced to Probation): Utilizing court documents (Judgement of Conviction, etc) to get clients started on supervision; emailing with other Rock Co. Organizations/Departments for Juvenile Records; communicating with other DOC Departments to get client opened and started on supervision in other Department programs; Utilizing DOJ Portal to retrieve Client’s Personal Identification Numbers and criminal/driving history in both WI and other States across the United States; Taking photos of clients and logging appropriately; Logging the client’s intake virtually, using Excel Spreadsheets. For Institution Sentences: Utilizing Court Documents to reference Sentence and assign an Agent; Communicate with multiple DOC departments to get client set up in Department systems. For Consecutive Probation Cases: Utilize Court Documents and Public CCAP to determine what Jail or other Sentence must be completed before beginning Probation, holding onto JOC while in-waiting for Probation to begin and checking in with Co. Jail or other Institutions/Jails out of state until ready to begin WI Probation (could be weeks, months or even years). When ready to begin Probation, contacting multiple departments to get client set up in our Department Systems and following the regular Intake process. Other: Managing incoming and outgoing mail; Taking photos of clients for Agents when needed, outside of intake; Uploading photos into Department program (which is accessible to Law Enforcement, DOC, Public Locator, etc); Processing check payments for both Court-Ordered and Department issued financial obligations in accordance with department Policy of highest priority, logging in Excel Spreadsheet accordingly; Managing Unit Inboxes (3) and Addressing the following: Saving and sending Revocation Packets to Attorneys, Division of Hearings and Appeals and the Agent of Record; Receiving Revocation Order and Warrant and recording decisions in Department Program, as well as sending to appropriate departments; Manage all incoming Intakes, Direct assignments and Transfers of clients both in office and incoming/outgoing across the State; Utilizing Department documents sent to Unit box by Agent of Record to adjust monthly Supervision fees and updating in Department program; Managing Court Documents coming into the Unit boxes and dispersing/addressing accordingly; Addressing Agent requests through the Unit boxes; Managing and Processing discharges from Supervision coming through the Unit Inboxes; etc. Monthly: Running monthly Reports and sending off to other personnel/departments; Utilizing monthly Reports to process discharges, etc; Performing Monthly Warrant Validations, confirming information is correct in DOJ Portal; etc.

* Many other tasks are completed Daily, Weekly and Monthly as they come up, but this is a good start in getting some insight of what the responsibilities are of this position.*

Delegated work to staff, setting priorities and goals. Formed and sustained strategic relationships with clients. Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked. Oversaw aspects of maintenance, inventory and daily activity management. Answered customer questions and addressed problems and complaints in person and via phone. Oversaw coaching and guidance of store employees to foster advancement in work operations. Reviewed financial statements and sales or activity reports to measure productivity or goal achievement. Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism. Maintained inventory by checking merchandise to determine levels. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs. Prepared staff work schedules and assigned team members to specific duties. Delegated assignments based on team strengths to optimize floor coverage and service levels. Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements. Used strong conflict resolution and communication skills to cultivate and strengthen lasting client relationships. Completed thorough opening, closing and shift change functions to maintain operational standards each day. Handled complaints from customers by empathetically listening, recording details and offering solutions. Accepted cash and credit card payments, issued receipts and provided change. Pleasantly welcomed visitors, answered phone calls and maintained front reception desk. Scheduled and confirmed appointments.

Reviewed financial statements and sales or activity reports to measure productivity or goal achievement. Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements. Completed thorough opening, closing and shift change functions to maintain operational standards each day. Prepared staff work schedules and assigned team members to specific duties. Managed and mentored staff to carry out operational directives with high productivity and accuracy. Implemented campaigns and promotions to help with developing goods and services. Delegated work to staff, setting priorities and goals. Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs. Enhanced team engagement and performance with daily updates and informational meetings. Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives. Formed and sustained strategic relationships with clients. Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked. Motivated and led team members to work together to achieve targets. Supported annual profit goals by streamlining processes and improving staff knowledge of optimal procedures. Mitigated business risks by working closely with staff members and assessing performance. Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success. Managed store cash intake with high accuracy and prepared daily bank deposits. Trained new employees in policies and procedures. Discounted purchases by scanning and redeeming coupons. Accepted cash and credit card payments, issued receipts and provided change. Processed incoming or outgoing mail, packages or deliveries. Handled incoming and outgoing calls according to standard operating procedures. Replaced cabin, fuel, air and oil filters and tested vehicle horn and lights. Proposed repairs, maintenance and upgrade services to customers per upsell guidelines. Documented technical and system work performed for each vehicle on repair order. Adjusted tire pressure on vehicles and warned customers of leaks and tire damage. Maintained tools, test equipment and materials, keeping work areas organized. Communicated with customers regarding status of service work and estimated timeframe for completion. Checked fluids and maintenance-related parts and topped off or replaced. Drained motor oil, changed oil filters and greased chassis fittings. Answered questions regarding vehicle maintenance and recommended necessary repair work to keep vehicles operating properly. Placed new inventory orders and oversaw correct restocking procedures to maintain operational output.