Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Charity Howard

Charity Howard

Oklahoma City,OK

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Customer Service Representative Specialist

SAGILITY LLC
10.2022 - 09.2023
  • Responsible for performing audits that are routine in nature where limited judgment is required
  • Focus on single area of expertise or line of business (Claims, Inquiry, Enrollment); objectively review and interpret standards, procedural documentation and contract and legal verbiage
  • Identify and document audit observations and findings
  • Notify Supervisor when communications with operations are necessary; coordinate appropriate messaging
  • Identify and resolve routine problems independently; escalate issues with Supervisor as appropriate
  • Ability to objectively review and interpret standards, procedural documentation, contracts, and legal verbiage
  • Identifies and documents audit observations and findings
  • Ability to problem solve as some issues may require some analysis to understand and resolve.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Customer Service Representative

TTEC
06.2021 - 11.2022
  • FEMA disaster relief for the Hurricane Season
  • Take applicants information for Hurricane Ian, and Nicole
  • Verify information is correct for processing for Housing, Food, Medical, and Basics living necessaries
  • Work at home remote position
  • Data Entry 2
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.

DETENTION Officer

Oklahoma county jail
10.2021 - 10.2022
  • Supervises adult inmates' activities in housing units, dining areas, recreation and work areas, and attend medical, visitation, personal property, and recreational needs of the inmates
  • Oversees inmate behavior, evaluates inmates on room and personal hygiene, attitudes towards employees and other inmates
  • Attends a variety of meetings such as staff meetings, disciplinary board meetings, and training for riot control, escape prevention, and first aid
  • Prepares a variety of reports such as daily logs, disciplinary reports, records of inmates' jobs and pay, daily inmate counts
  • Effectively trained and provided leadership to all incoming staff members
  • Operates and utilizes a variety of software Power DMS policy and training software, Scribe a statewide correctional repository and information system
  • Wrote daily reports and maintained logs of inmate activities and behaviors.
  • Conducted physical searches of prisoners and premises in search of weapons and contraband.
  • Took custody of prisoners from arresting officers to begin processing into detention facility.

Data Entry Specialist

Gridiron IT
11.2018 - 12.2021
  • FEMA disaster relief for COVID-19 burial reimbursement
  • Take applicants information for COVID-19 funeral burial assistance
  • Verify information is correct for process for the assistance
  • Work at home remote position
  • Completed data entry tasks with accuracy and efficiency.
  • Compiled data and reviewed information for accuracy prior to input.

Correctional Officer II

Atlanta Re-entry Facility
08.2019 - 04.2021
  • Supervises adult inmates' activities in housing units, dining areas, recreation and work areas, and attend medical, visitation, personal property, and recreational needs of the inmates
  • Oversees inmate behavior, evaluates inmates on room and personal hygiene, attitudes towards employees and other inmates
  • Attends a variety of meetings such as staff meetings, disciplinary board meetings, and training for riot control, escape prevention, and first aid
  • Prepares a variety of reports such as daily logs, disciplinary reports, records of inmates' jobs and pay, daily inmate counts
  • Effectively trained and provided leadership to all incoming staff members
  • Operates and utilizes a variety of software Power DMS policy and training software, Scribe a statewide correctional repository and information system.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.

Consumer Recovery Specialist

Children Recovery Center
07.2017 - 07.2019
  • Under the supervision of a licensed mental health professional or a registered nurse this position works as a part of the treatment team by developing and maintaining a supportive relationship with consumers in order to address strengths, goals and barriers to recovery
  • This includes performing duties such as providing direct care to consumers of behavioral health treatment in an inpatient, outpatient or residential care setting, monitoring recovery progress toward treatment goals, de-escalation activities, participation in recovery, wellness and social skills groups, and developing and managing other group activities with the use of Chart Logic Software and Advance MD software.
  • Maintained client confidentiality and adhered to HIPAA guidelines.
  • Documented case management activity for accurate, reliable records.

Inbound Call Center Representative/ Fraud review Specialist

SiriusXM radio
03.2016 - 07.2018
  • Providing customers with music, news, comedy, and traffic info from around the world
  • Obtain new customers and keep regular customers
  • Provide information to the dispute team to successfully resolve issues
  • Resolve purchasing issues ask it to pertain to fraud., Providing customers with music, news, comedy, and traffic info from around the world
  • Obtain new customers and keep regular customers
  • Provide information to the dispute team to successfully resolve issues
  • Resolve purchasing issues ask it pertain to fraud.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Correctional Officer Sergeant

Kate Bernard Correctional Center
07.2016 - 04.2018
  • Supervises adult female inmates’ activities in housing units, dining areas, recreation and work areas, and attend medical, visitation, personal property, and recreational needs of the inmates
  • Inspects and patrols the grounds for contraband, unauthorized personnel, and other security risks
  • Oversees inmate behavior, evaluates inmates on room and personal hygiene, attitudes towards employees and other inmates
  • Ensures the safety of residents through the supervision of their daily activities.
  • Supervised dining hall, outdoor recreation area, vocational shop, and inmate housing unit.
  • Completed daily work report sheets and delegated tasks to employees.

School Resource Officer/Peace Officer

Knox County Schools
08.2012 - 12.2015
  • Sworn law enforcement officer with responsibility for providing security and crime prevention services in the Knox County school environment
  • Employed by the Knox County sheriff's agency and working closely with administrators to create a safer environment for both students and staff
  • The responsibilities are like regular police officers in that they could make arrests, respond to calls for service, and document incidents that occur within their jurisdiction
  • Typically have additional duties to include mentoring and conducting presentations on youth-related issues, also play an integral role in the public-school system and have had many positive impacts on the students that they are involved with.
  • Performed conflict resolution between student body, parents, teachers and administration.
  • Conducted school security inspections.

Children Service Officer

Mt. View Youth Development Facility
05.2009 - 10.2013
  • Provide constant supervision of juveniles at the facility
  • Understand and execute the role and responsibilities of any post on the compound
  • The ability to do searches and perimeter checks
  • Maintain a running logbook
  • First Aid and CPR certified
  • Operates and utilizes a variety of equipment including two-way radios, mace, electronic gates, television cameras and monitors, and motor vehicles
  • Attends a variety of meetings such as staff meetings, disciplinary board meetings, and training for riot control, escape prevention.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Detention Officer

Oklahoma County
01.2008 - 03.2009
  • Maintain security, monitoring and record Inmate’s behavior, overseeing variety of records and reports such as daily logs containing count of inmate movements, misconduct reports, Inmate rosters, office reports
  • Oversees inmate behavior juvenile and adult, evaluates inmates on room and personal hygiene, attitudes towards employees and other inmates
  • Operates and utilizes a variety of equipment including two-way radios, and mace
  • Breaks up fights or other potentially dangerous situations by persuasion or the use of physical force
  • Carries out and explain existing policies and procedures to others
  • Ensures the safety of residents through the supervision of their daily activity.

Children Service Officer

Woodland Hills Treatment Facility
02.2003 - 12.2006
  • Provides constant supervision of institutionalized juveniles by maintaining security, monitoring and recording students’ behavior, overseeing students’ personal hygiene, checking students' chores such as cleaning dormitories, removing trash, collecting and dispersing laundry, supervising recreational activities, counseling and tutoring
  • Attends staff meeting, check students and visitors for any contraband
  • Accompanies students to and from meals, to and from class, doctor appointments to maintain security
  • Maintain a variety of records and reports such as daily log containing count of students in the dormitory, misconduct reports, student rosters, office reports, student behavior records, and time-out reports.

Correctional Officer

River bend Maximum Institution
03.2001 - 01.2003
  • Supervises adult inmates' activities in housing units, dining areas, recreation and work areas, and attend medical, visitation, personal property, and recreational needs of the inmates
  • Inspects and patrols the grounds for contraband, unauthorized personnel, and other security risks
  • Checks in new inmates by assigning accommodations, searching for contraband, issuing clothing, and storing personal property
  • Attends a variety of meetings such as staff meetings, disciplinary board meetings, and training for riot control, escape prevention, and first aid
  • Prepares a variety of reports such as daily logs, disciplinary reports, records of inmates' jobs and pay, daily inmate counts
  • Operates and utilizes a variety of equipment including two-way radios, firearms, mace, electronic gates, television cameras, and motor vehicles
  • Ensures the safety of residents through the supervision of their daily activity.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.

Shift Manager

Pizza Hut, Oklahoma City
04.1995 - 05.1998
  • Supervised up to eight individuals daily, recommended others for promotions
  • Completed necessary paperwork for bank deposits, and scheduling of staff
  • Conducting inventory and called in requisitions for supplies
  • Recognized by management for outstanding job performance via promotions and raises.
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.

Education

AS - Criminal Justice

Daymar College - Clarksville
Clarksville, TN
02.2004

Skills

  • Knowledge of various aspects of criminal justice to include, but not limited to, corrections, Juvenile justice, rules of evidence and report writing Acquainted with the process of interviewing witnesses and respecting policy and procedure Dependable and hardworking, with a sincere desire to help others Have great customer service skills and work well in office and classroom settings Computer literate with the use of Microsoft Word, and PowerPoint, Access, Excel, and trained in different types of software from corrections Power DMS, Scribe, Kronos to Mental Health and Substance Abuse Advance MD, and Chart Logic Can type 35-40 Wpm Willing to go the extra mile to ensure that all tasks are done accurately and in a timely manner
  • Behavioral Health
  • Group Therapy
  • Law Enforcement
  • Presentation Skills
  • Individual / Group Counseling
  • Crisis Intervention
  • Behavioral Therapy
  • Administrative Experience
  • Motivational Interviewing
  • Customer service
  • Microsoft Office
  • Classroom Management
  • Crisis Management
  • Child & Family Counseling
  • Mental Health Counseling
  • Intake Experience
  • Program Development
  • Minimizing classroom disruption and engaging students
  • Full results: Proficient
  • Verbal Communication — Proficient November 2020
  • Speaking clearly, correctly, and concisely
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field
  • Cultural Awareness
  • Enrollment Assistance
  • Investigate Claims
  • Information Updates
  • Customer Account Management
  • Process Transactions
  • Knowledge Base
  • First-Tier Technical Support
  • Customer Service and Assistance
  • Administrative and Office Support
  • Office Equipment
  • Intuit QuickBooks
  • Customer Inquiry Response
  • Correcting Discrepancies
  • Documenting Calls
  • Customer Relationship Management
  • Sales Quota Achievement
  • Call Control
  • Call Center Processes
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution

Certification

Certified Personal Trainer since 2021 First Aid Certification CPR Certification Assessments High School Classroom Management — Proficient November 2020

Timeline

Customer Service Representative Specialist

SAGILITY LLC
10.2022 - 09.2023

DETENTION Officer

Oklahoma county jail
10.2021 - 10.2022

Customer Service Representative

TTEC
06.2021 - 11.2022

Correctional Officer II

Atlanta Re-entry Facility
08.2019 - 04.2021

Data Entry Specialist

Gridiron IT
11.2018 - 12.2021

Consumer Recovery Specialist

Children Recovery Center
07.2017 - 07.2019

Correctional Officer Sergeant

Kate Bernard Correctional Center
07.2016 - 04.2018

Inbound Call Center Representative/ Fraud review Specialist

SiriusXM radio
03.2016 - 07.2018

School Resource Officer/Peace Officer

Knox County Schools
08.2012 - 12.2015

Children Service Officer

Mt. View Youth Development Facility
05.2009 - 10.2013

Detention Officer

Oklahoma County
01.2008 - 03.2009

Children Service Officer

Woodland Hills Treatment Facility
02.2003 - 12.2006

Correctional Officer

River bend Maximum Institution
03.2001 - 01.2003

Shift Manager

Pizza Hut, Oklahoma City
04.1995 - 05.1998

AS - Criminal Justice

Daymar College - Clarksville

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Charity Howard