Caitlin Bowers
Fallon
Summary
Motivated customer service professional with a background as a correctional officer, dedicated to delivering timely and accurate service while doing so safely. Thrives in fast-paced environments, consistently meeting customer needs. Possesses advanced computer skills in Microsoft Word, PowerPoint, and Excel to streamline processes and enhance productivity. Committed to expanding job experience and acquiring new skills to continuously grow and excel in a position that values security and time management. Eager to obtain additional training and knowledge to further enhance potential in the workforce.
Overview
31
31
years of professional experience
Work History
Child Care Provider
Child Care Provider/ Personal
11.1993 - Current
- Highly skilled in supervising and interacting with children positively
- Cooking
- Resting and personal cleanliness
- Capable of handling private issues properly
- Ability to provide proper direction of children in their daily routine
- Knowledge of setting proper limits and boundaries
- Experience working with special needs children
- Energetic and flexible
- Emergency handling
- Relationship building
- Multi-tasking
- Decision making
Correctional Officer
East Texas Teatment Facility
07.2023 - 08.2024
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Conducted routine and emergency head counts.
- Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
- Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
- Ensured compliance with all applicable federal, state, and local laws, regulations, and policies governing correctional facilities.
- Enhanced facility security by conducting regular inspections and addressing potential risks.
- Conducted efficient inmate transfers, adhering to strict security protocols while maintaining order and control throughout the process.
- Assisted medical staff in distributing medications to inmates efficiently while securely handling sensitive materials.
- Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility.
- Participated in ongoing professional development courses focused on understanding gang dynamics within prison settings to better identify and manage potential threats.
- Interviewed inmates to obtain information and assess needs.
- Facilitated rehabilitation programs for inmates, promoting positive behavioral changes and reducing recidivism rates.
- Assisted in crisis negotiations, preventing escalations and ensuring safety of inmates and staff.
- Maintained detailed records of inmate behavior and activity, contributing to facility security.
- Mitigated potential security breaches with vigilant contraband detection practices.
- Monitored surveillance equipment to detect and prevent unauthorized activities.
- Promoted inmate welfare by monitoring and addressing health concerns promptly.
- Reduced inmate altercations through proactive conflict resolution strategies.
- Facilitated effective emergency response drills, preparing staff for potential crises.
- Enforced rules and regulations to maintain order among inmates.
- Responded to emergency situations and de-escalated hostile confrontations.
- Conducted security checks of inmates and living areas.
- Prepared reports to document incidents and violations.
- Made rounds at specified intervals and conducted head counts and roll calls.
- Supervised inmates during meals, recreation and other activities.
- Documented inmate behavior and activities in logbooks.
- Assisted in intake and release of inmates.
- Built solid relationships with staff and residents to keep institution safe and secure.
- Relocated inmates to different facilities.
- Ensured safe transportation of released inmates to bus stops.
- Provided secure transportation for inmates requiring hospital visits.
Torticity Supervisor
Etech
07.2022 - 07.2023
- Self-motivated, with a strong sense of personal responsibility.
- Performed well under demanding conditions.
- Skilled at working independently and collaboratively in a team environment.
- Exhibited rapid comprehension and adaptability in various situations.
- Delivered consistent assistance and mentoring within a team-oriented setting.
- Excellent communication skills, both verbal and written.
- Supervised quality assurance procedures for all calls.
- Led a staff contingent of up to ten employees.
- Facilitated everyday coaching activities.
- Oversaw cancer-related lawsuits connected to Firefoam.
- Coordinated management of supplementary litigation cases.
Loss Draft/ Customer Service Supervisor
Etech
08.2019 - 07.2022
- Enhanced team performance by coaching staff on customer service techniques.
- Managed scheduling for customer service team to ensure optimal coverage.
- Improved customer satisfaction by resolving escalated issues promptly.
- Developed training programs for new hires, reducing onboarding time.
- Monitored service calls to ensure adherence to quality standards.
- Coordinated with other departments to streamline service delivery.
- Analyzed customer feedback to identify improvement areas.
- Implemented new service protocols to enhance efficiency.
- Conducted regular team meetings to address concerns and share updates.
- Led a team of representatives, fostering a collaborative environment.
- Reduced response times by optimizing workflow processes.
- Maintained high customer satisfaction scores through effective leadership.
- Supervised daily operations, ensuring adherence to company policies.
- Addressed complex customer inquiries to resolve issues effectively.
- Reviewed performance metrics to drive team improvement.
- Established best practices for handling customer complaints.
- Trained team on new software tools to improve service delivery.
- Managed a diverse team of service professionals, promoting inclusivity.
- Increased customer retention by implementing loyalty initiatives.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Created, prepared, and delivered reports to various departments.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Enhanced communication skills of team members, providing advanced training and workshops.
- Collaborated with IT department to implement new CRM system, enhancing data management and customer interaction tracking.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.
- Reduced employee turnover by creating supportive and engaging work environment.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Interceded between employees during arguments and diffused tense situations.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Loss Draft Specialist Floor Support
Etech
07.2019 - 08.2020
- Managed claims processing for effective resolution of loss drafts.
- Improved accuracy by reviewing and analyzing property claims documentation.
- Coordinated with insurance adjusters to facilitate timely approval of payments.
- Processed payment requests to ensure compliance with company guidelines.
- Enhanced customer satisfaction by addressing client inquiries promptly.
- Provided technical support for policyholders, improving claim outcomes.
- Assisted in developing training materials for new team members.
- Enhanced team performance through collaborative problem-solving initiatives.
- Streamlined loss draft operations through effective project coordination.
- Led efforts to standardize processes across the team, resulting in increased productivity and more consistent outcomes for loss draft claims.
- Delivered high-quality customer service by effectively addressing concerns and providing clear explanations regarding loss draft procedures.
- Prevented potential delays in claim resolution by proactively identifying missing documentation or information required from borrowers or insurance providers.
- Assisted management in identifying areas for process improvement based on trends observed in individual case reviews.
- Provided training to new team members on company policies, industry regulations, and best practices for handling loss drafts.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Modified, updated and processed existing policies.
- Determined appropriateness of payers to protect organization and minimize risk.
Loss Draft Specialist
Etech
06.2018 - 07.2019
- Delivered high-quality customer service by effectively addressing concerns and providing clear explanations regarding loss draft procedures.
- Collaborated with insurance adjusters, mortgage companies, and homeowners to facilitate the release of insurance funds.
- Enhanced customer satisfaction through timely communication and resolution of loss draft-related inquiries.
- Assisted management in identifying areas for process improvement based on trends observed in individual case reviews.
- Monitored property inspections to ensure accurate assessment of repair progress and compliance with guidelines.
- Improved claim processing times by efficiently reviewing and analyzing loss draft documents.
- Increased efficiency within the team by implementing innovative strategies for managing workload distribution among specialists.
- Ensured timely disbursement of funds by accurately calculating available proceeds based on current loan status and repair estimates.
- Cultivated strong relationships with external partners through effective communication and collaboration efforts during claim management process.
- Maintained detailed records of claim activity, including supporting documentation and correspondence, ensuring accurate reporting.
- Managed a high volume of inbound calls from customers seeking updates or clarification on their loss draft claims, ensuring prompt responses while maintaining professionalism at all times.
- Led efforts to standardize processes across the team, resulting in increased productivity and more consistent outcomes for loss draft claims.
- Reduced processing errors by diligently verifying accuracy of homeowner information and loan data in the system.
- Contributed to a positive work environment by collaborating closely with colleagues to achieve shared goals in claim resolutions.
- Consistently met deadlines for reviewing documents, resulting in improved turnaround times for fund release requests from homeowners.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
Care helper
Tungland
09.2014 - 01.2015
- Provided support to individuals requiring assistance.
- Executed routine responsibilities.
- Managed food production and cleaning responsibilities.
- Ran errands
Toddler Teacher
St. Johns Room to Grow
02.2014 - 05.2014
- Fostered a positive and inclusive classroom environment.
- Executed consistent and sanitary diaper change routines.
- Created engaging and effective lesson plans for diverse learners.
- Prepared and presented high-quality meals.
- Developed schedules for multiple activities.
- Keeping up with the proper certification and training
- Accident reports
Delivery Driver
Pizza Hut
12.2013 - 02.2014
- Ensured accurate order completion and customer satisfaction.
- Kept shelving areas neatly organized.
- Preparing dough dishes
Cashier and Sales Clerk
Radio Shack
05.2011 - 06.2012
- Managed financial operations, including counting till at shift end.
- Closed deals through effective telephone communication.
- Handled customer inquiries professionally.
- Managed inventory by unloading and placing shipments.
- Maintained current inventory of stocked phones.
- Achieved phone sales including related add-ons.
- Executed secure bank drops after shifts.
Work Study-Assistant
Western Nevada College
09.2010 - 11.2010
- Organized company documents into systematic filing system.
- Arranged items systematically for easier access.
- Maintained high typing speed with precision.
- Ensured smooth functioning of copier for office tasks.
- Employed Excel functions for handling book order details.
Meat Packer
Safeway
03.2008 - 05.2008
- Ensured proper packaging techniques to preserve meat quality.
- Ensured timely restocking of goods.
- Displayed various types of seafood attractively.
Education
Child Care Certificate - Child Day Care Specialist
US Career Institute
NV01.2014
Certification - CPR
Western Nevada College
NV08.2013
High School Diploma - General
Adult Ed- Churchill County High School
NV05.2010
Skills
- Energetic and flexible
- Emergency Response Coordination
- Relationship building
- Multicultural interaction
- Multi-tasking
- Decision making
- Risk Mitigation Strategies
- Performing housekeeping and laundry
- Culinary Skills
- Customer Transaction Processing
- Proficient in Microsoft Word
- Proficient in PowerPoint
- Advanced Excel Skills
- Customer Relations
Certificatesandlicenses
- U.S. Career Institute, Child Care Specialist, NV, 01/01/14
- Banner Churchill, CPR, NV, 08/01/13
Desiredoccupations
- Personal Care and Service Workers, All Other
- Office and Administrative Support Workers, All Other
- Forest and Conservation Workers
- Childcare Workers
- Cashiers
Timeline
Correctional Officer
East Texas Teatment Facility
07.2023 - 08.2024
Torticity Supervisor
Etech
07.2022 - 07.2023
Loss Draft/ Customer Service Supervisor
Etech
08.2019 - 07.2022
Loss Draft Specialist Floor Support
Etech
07.2019 - 08.2020
Loss Draft Specialist
Etech
06.2018 - 07.2019
Care helper
Tungland
09.2014 - 01.2015
Toddler Teacher
St. Johns Room to Grow
02.2014 - 05.2014
Delivery Driver
Pizza Hut
12.2013 - 02.2014
Cashier and Sales Clerk
Radio Shack
05.2011 - 06.2012
Work Study-Assistant
Western Nevada College
09.2010 - 11.2010
Meat Packer
Safeway
03.2008 - 05.2008
Child Care Provider
Child Care Provider/ Personal
11.1993 - Current
Child Care Certificate - Child Day Care Specialist
US Career Institute
Certification - CPR
Western Nevada College
High School Diploma - General
Adult Ed- Churchill County High School
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