Jeanne Cadestin
Miami,FL
Summary
Accomplished Correctional Officer and Customer Service Supervisor with a proven track record at the Florida Department of Corrections and TTEC. Expert in de-escalation techniques and conflict resolution, enhancing safety and customer satisfaction. Demonstrated ability to lead teams, improve service quality, and resolve complex issues, underpinned by first aid and emergency response skills.
Overview
13
13
years of professional experience
Work History
Correctional Officer
Florida Department Of Corrections
07.2020 - 01.2025
- Handled high-risk situations with professionalism and poise, prioritizing the safety and well-being of all individuals involved..
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
Customer Service Supervisor
TTEC
04.2016 - 06.2020
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Call Center Representative
Iqor for T-Mobile
05.2012 - 03.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Associate of Science - Correction
Miami Dade College
Miami, FL12-2016
High School Diploma -
Miami Norland Senior High School
Miami Gardens, FL06-2011
Skills
- First aid training
- Emergency response
- De-escalation techniques
- Conflict resolution skills
Languages
English
Native or Bilingual
Timeline
Correctional Officer
Florida Department Of Corrections
07.2020 - 01.2025
Customer Service Supervisor
TTEC
04.2016 - 06.2020
Call Center Representative
Iqor for T-Mobile
05.2012 - 03.2016
Associate of Science - Correction
Miami Dade College
High School Diploma -
Miami Norland Senior High School