Heather Crouch
Gatesville,TX
Summary
Correctional Officer with history of exercising sound judgment and reasoned thinking during crisis events. Develops strong rapport with prisoners and colleagues. Excellent command of detention center safety, security and emergency management protocols. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Word and Exel.
Overview
15
15
years of professional experience
Work History
Correctional Officer
Texas Department Of Criminal Justice
03.2013 - 06.2020
- Enforced rules and regulations to maintain order among inmates.
- Assisted in intake and release of inmates.
- Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
- Contributed to a positive work culture among colleagues by utilizing effective communication skills both verbally and in writing.
- Made rounds at specified intervals and conducted head counts and roll calls.
- Received and inspected mail, property and funds from visitors on behalf of designated inmates.
- Implemented effective emergency response plans during crises situations, minimizing harm to staff and inmates.
- Responded to emergency situations and de-escalated hostile confrontations.
Customer Service Representative
Teleperformance
01.2010 - 01.2013
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Educated customers about billing, payment processing and support policies and procedures.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Assisted patients in filling out check-in and payment paperwork.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
Cashier
HEB Grocery Store
07.2005 - 05.2008
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Set up new sales displays each week with fresh merchandise.
- Processed refunds and exchanges in accordance with company policy.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register to record transactions accurately and efficiently.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Education
Associate of Applied Science - Medical Billing And Coding
Central Texas College
Killeen, TX05.2025
High School Diploma -
Gatesville High School
Gatesville, TX05.2007
Skills
- Search and seizure procedures
- Search Procedures
- Conflict resolution skills
- Restraint Techniques
- Medical terminology knowledge
- Medical Billing
- Scheduling appointments
- Inbound Call Management
- Remote Office Availability
- Technical Support
- Customer Data Confidentiality
- Order documentation
Timeline
Correctional Officer
Texas Department Of Criminal Justice
03.2013 - 06.2020
Customer Service Representative
Teleperformance
01.2010 - 01.2013
Cashier
HEB Grocery Store
07.2005 - 05.2008
Associate of Applied Science - Medical Billing And Coding
Central Texas College
High School Diploma -
Gatesville High School
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