Jayla Perdue
Greenville
Summary
Dedicated and adaptable professional with over 4 years of experience in customer service, call center operations, and safety monitoring within correctional settings. Proven ability to thrive in high-pressure environments, delivering efficient communication, conflict resolution, and crisis prevention. Skilled in monitoring vital signs, maintaining detailed documentation, and supporting team coordination with security and healthcare personnel. Known for multitasking, critical thinking, and providing compassionate, professional support in both client-facing and security-focused roles.
Overview
9
9
years of professional experience
Work History
Safety Watch Monitor
YesCare
06.2024 - Current
- Monitored high-risk inmates on suicide watch or medical observation to ensure safety and well-being in accordance with facility protocols.
Conducted frequent and detailed safety checks, accurately documenting inmate behavior and conditions.
Collaborated with correctional officers, medical staff, and mental health professionals to communicate changes in inmate status or concerning behaviors.
Maintained constant vigilance to prevent self-harm or injury, intervening appropriately in crisis situations.
Followed strict confidentiality and documentation procedures in compliance with facility policies and legal standards.
Demonstrated excellent attention to detail and situational awareness in high-stress, high-security environments.
Assisted with incident reporting, safety protocol enforcement, and emergency response coordination.
Supported mental health and suicide prevention efforts through compassionate, nonjudgmental observation.
Conducted routine and detailed safety checks, accurately documenting inmate behavior, physical condition, and mental status.
Worked closely with medical and mental health staff to report observations and assist in ongoing care plans.
Call Center Representative
Advanced Call Center Technologies- Remote
01.2022 - 01.2024
- Updated customer accounts, addresses and contact information within call management databases.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding customer service
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Call Center Representative
Alorica
01.2019 - 12.2021
- Ability to efficiently resolve issues and meet customer expectations whule mamtaming a standard or cuanty customer
scrvice - Provides care and attention to every customer issue while learning and memorizing product jargon.
- Utilize call center technology to troubleshoot, input, track anc report customer issues
Account Billing and Retention Specialist
American Water-Remote
04.2016 - 12.2018
- Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to applications and servicing processes
- Educates and informs the customer via multiple communication channets about documentaton required, reeured ume frames and payment information.
- Ability to support multiple clients across communication channels and utilize multiple systems simultaneously.
Education
Some College (No Degree) - General Studies
Calhoun High School
Letohatchee, ALNursing
Reid State Technical College
Evergreen, ALSkills
- Inmate Observation & Crisis Prevention
Suicide Watch Monitoring
Vital Signs Monitoring & Health Checks
Incident Reporting & Detailed Documentation
Emergency Response & De-escalation
Team Communication with Medical & Security Staff
Confidentiality & HIPAA Compliance
- High-Volume Call Handling
Customer Conflict Resolution
Call Flow & Script Adherence
Upselling & Cross-Selling Techniques
Customer Relationship Management (CRM Software)
Microsoft Office Suite (Word, Excel, Outlook)
Multitasking in Fast-Paced Environments
Professional Verbal & Written Communication
Timeline
Safety Watch Monitor
YesCare
06.2024 - Current
Call Center Representative
Advanced Call Center Technologies- Remote
01.2022 - 01.2024
Call Center Representative
Alorica
01.2019 - 12.2021
Account Billing and Retention Specialist
American Water-Remote
04.2016 - 12.2018
Some College (No Degree) - General Studies
Calhoun High School
Nursing
Reid State Technical College
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