HILARY BROOKS
Milton,FL
Overview
19
19
years of professional experience
Work History
Child Protective Investigator
Department Of Children And Family Services
11.2023 - Current
- Interviewed children, members of families, medical personnel and law enforcement to gain valuable information for each case.
- Conducted in-depth assessments to determine if children were safe from harm and abuse at home.
- Documented all relevant information by filling out forms and completing case reports.
- Assessed each child's unique needs and coordinated delivery of appropriate services and resources.
911 Emergency Dispatcher
City Of Milton
01.2020 - 11.2023
- Used [Software] to track and maintain case incident numbers and logs
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests
- Questioned callers to determine nature of problems and locations to direct type of response needed
- Read system maps and caller information, and documented all details in system
- Reduced risks and emergency response issues by observing public safety field units
- Routed calls to police, fire and ambulance service to meet individual call needs
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Security Officer
Securitas
03.2019 - 09.2022
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites
- Oversaw premises, including entry and exit of up to 25 employees and visitors daily
- Identified violators and escorted departing personnel to guard against theft of property
- Reported irregularities such as fire and safety hazards to maintenance
- Monitored employee activities, confirming compliance with security regulations
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
Detention Deputy
Santa Rosa County Sheriff's Office
10.2016 - 07.2020
- Took custody of prisoners from arresting officers to begin processing into detention facility
- Regularly conducted security and sanitation checks
- Wrote daily reports and maintained logs of inmate activities and behaviors
- Physically restrained prisoners during prisoner altercations using leverage holds and legal force
- Inspected jail conditions and took action to rectify problems in order to meet state and federal regulations for health and safety
- Transported prisoners throughout facility and off-site to medical appointments and court appearances
- Attended to feeding, housing and physical well-being of inmates
- Conducted physical searches of prisoners and premises in search of weapons and contraband
- Processed visitors and attorneys arriving to see prisoners
- Supervised and controlled behavior of 250 inmates
- Testified in court pertaining to prisoner statements and behavior while in custody
- Processed prisoners through appropriate identification and documentation processes as part of facility booking procedures
- Verified identification using specialized databases and methods such as fingerprinting
- Processed inmates by taking photographs and fingerprints
- Created and maintained arrest files on all inmates processed through jail
- Built solid relationships with staff and residents to keep institution safe and secure
- Investigated attempted escapes and conducted searches for escaped inmates
- Restrained juvenile inmates when disturbances required physical intervention
- Oversaw 10 juveniles in correctional residential facility setting
- Completed dorm sanitation and maintenance checks and reported results to management
- Supervised and directed juvenile movement during various activities on and off campus
- Made rounds at specified intervals and conducted head counts and roll calls
- Maintained custody and control of 250 inmates housed in security unit
- Searched building and grounds, living quarters and work areas for contraband
- Verified facility security by inspecting plumbing, outside areas, locks and cells for potential hazards.
Control Room Operator
G4S
09.2015 - 01.2016
- Tracked and recorded status of operational systems using applicable journals, [Type] and control system tools
- Inspected all plant activities on screens and computers to identify and troubleshoot any issues.
Customer Service Representative
West
03.2008 - 06.2010
- Provided primary customer support to internal and external customers in fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
- Regularly exceeded daily sales and product add-on quotas
- Answered customer telephone calls promptly to avoid on-hold wait times
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Offered advice and assistance to customers, paying attention to special needs or wants
- Documented and detailed calls and complaints using call center's CRM database
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Pizza Delivery Driver
Domino's Pizza
01.2007 - 02.2009
- Handled money with high accuracy, including issuing processing payments, issuing receipts and maintaining control of submitted cash
- Demonstrated excellent customer service through positive and professional interaction with customers in person or by phone and acted with sense of urgency to drive positive customer experience
- Performed pre-delivery vehicle preparation, monitored technical equipment and processes and followed delivery procedures such as remaining alert and aware of surroundings, learning delivery area and checking orders for quality and accuracy to promote efficiency and food and service quality
- Collaborated with team members and contributed to team efforts by supporting other workstations during shift and completing all opening and closing duties to accomplish business goals and objectives
- Performed basic housekeeping tasks at restaurant by washing dishes, sweeping floors and properly disposing of trash
- Secured food to prevent loss and maintain freshness during transport
- Met promised delivery times consistently by using GPS software to spot and avoid traffic delays
- Supported sales efforts by suggestively selling additional food items to increase check average when taking order
- Anticipated customers' questions and complaints and skillfully handled any concerns
- Collaborated with customer service teams and management to resolve order issues or customer complaints
- Packaged and secured pizza, appetizers and drinks to load safely in delivery vehicle
- Promoted pizza products by distributing door hangers, coupons and promotional materials to customers on delivery route.
Fast Food Worker
Firehouse Subs
08.2005 - 10.2006
- Checked completed orders for accuracy and bagged meals for easy carrying
- Reduced customer wait times by quickly and efficiently operating customer window and sales register
- Wiped counters and sanitized equipment to maintain clean food prep and dining areas
- Greeted customers promptly and took orders to keep flow of traffic moving
- Examined trays to check contents for required items and complete orders
- Maintained clean, sanitized and well-organized food preparation zones
- Consistently provided friendly service to promote better customer engagement
- Cooked and packaged large batches of food prepared to order or kept hot until needed.
Education
Bachelor of Arts - Business Management
Pensacola State College
Pensacola, FL04.2024
Associate of Arts - Criminal Justice
Pensacola State College
Pensacola, FL08.2015
Vocational - Corrections
George Stone Area Vocational-Technical Center
Pensacola, FL01.2016
High School Diploma -
J.M Tate High School
Pensacola, FL04.2006
Law Enforcement - Law Enforcement
George Stone Area Vocational-Technical Center
Pensacola, FL10.2023
Personal Information
Title: Emergency Dispatcher
Timeline
Child Protective Investigator
Department Of Children And Family Services
11.2023 - Current
911 Emergency Dispatcher
City Of Milton
01.2020 - 11.2023
Security Officer
Securitas
03.2019 - 09.2022
Detention Deputy
Santa Rosa County Sheriff's Office
10.2016 - 07.2020
Control Room Operator
G4S
09.2015 - 01.2016
Customer Service Representative
West
03.2008 - 06.2010
Pizza Delivery Driver
Domino's Pizza
01.2007 - 02.2009
Fast Food Worker
Firehouse Subs
08.2005 - 10.2006
Bachelor of Arts - Business Management
Pensacola State College
Associate of Arts - Criminal Justice
Pensacola State College
Vocational - Corrections
George Stone Area Vocational-Technical Center
High School Diploma -
J.M Tate High School
Law Enforcement - Law Enforcement
George Stone Area Vocational-Technical Center
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