Emerald Espinosa
Katy,TX
Summary
Medical Assistant with a focus on enhancing patient care and clinical efficiency. Bilingual with 15 years of supervisory experience at Texas Department of Criminal Justice, managing 120 employees. Skilled in critical thinking and strategic de-escalation of potential incidents.
Overview
17
17
years of professional experience
Work History
Lieutenant of Correctional Officers
Texas Department of Criminal Justice
Huntsville, TX
11.2009 - 07.2024
- Supervised staff and inmates to ensure daily operations of the unit were conducted within policy and procedures.
- Delivered daily training sessions for staff to enhance skills and compliance with policies.
- Ensured safety of the public through proactive measures and monitoring.
- De-escalated situations with inmates to prevent incidents.
- Coordinated inmate movements during facility operations and scheduled activities.
- Conducted investigations into incidents to maintain security within the institution.
- Facilitated communication between staff and management to address operational issues.
- Monitored inmate behavior and implemented disciplinary actions.
- Collaborated with law enforcement agencies for effective emergency response procedures.
- Reviewed reports and documentation for accuracy and compliance with regulations.
- Provided clear and decisive leadership by rapidly assessing and responding to changing field conditions.
- Conducted fire prevention and suppression operations.
- Managed staff schedules for shifts and events to minimize overtime costs.
- Developed and implemented training procedures for newly hired personnel.
- Inspected buildings to determine compliance with fire codes and fire prevention protocols.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Monitored staffing levels to ensure adequate coverage at all times.
- Conducted individual counseling for inmates to support their rehabilitation.
- Provided counseling to the Youth Population to de-escalate situations.
- Ensure the Youth Offenders attended educational classes and counseling daily.
- Reintegrate inmates back into society.
- Report use of force incidents.
- Compiled and processed death packets to ensure accurate documentation.
Telesurveyor
Promark Research
Huntsville, TX
03.2007 - 07.2009
- Managed a high volume of calls on a daily basis, consistently meeting or exceeding call quotas.
- Achieved conversion rate by clearly communicating product features and benefits to prospective customers.
- Made outbound calls to prospective customers to generate leads and promote products or services.
- Built strong customer relationships through active listening, empathy, and problem-solving skills.
- Resolved customer complaints or issues promptly and professionally, ensuring customer satisfaction.
- Collaborated with sales team to identify and leverage upselling opportunities during phone conversations.
- Increased customer retention rate through personalized follow-up strategies, fostering ongoing relationships.
- Collaborated with the marketing team to develop targeted call scripts for specific customer segments.
- Adhered to scripts provided for different campaigns while adapting communication style.
Education
Medical Assistant - Medical Assistant
Finlay Medical Training Institute
Houston, TX 03.2026 - 08.2026
High school diploma -
Huntsville High School
Huntsville, TXSkills
- Conducting audits
- Supervising experience
- Interviewing
- Organizational skills
- Staff scheduling
- Time management
- Microsoft office
- Microsoft excel
- Microsoft word
- Computer skills
- Phlebotomy
- EKG certified
- Patient assessments
- Electronic health records (EHR)
- Practice fusion
- Effective communicator
- Writing skills
- Patient care
- Conflict resolution
- Medical terminology
- Staff training
- Emergency response
- Customer service
- Performance evaluation
- Continuous improvement
- Station upkeep
- Bilingual
Certifications
- Basic Life Support
- Phlebotomy
- Electrocardiography
- Medical assistant
Timeline
Medical Assistant - Medical Assistant
Finlay Medical Training Institute
03.2026 - 08.2026
Lieutenant of Correctional Officers
Texas Department of Criminal Justice
11.2009 - 07.2024
Telesurveyor
Promark Research
03.2007 - 07.2009
High school diploma -
Huntsville High School