Jennie Dejesus
Ennis,TX
Summary
Focused Correctional facilities professional versed in maintaining safety and order in high-tension environments. Completes head counts and cell inspections to meet objectives and promote continuous safety.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
American Airlines
Miami, FL
09.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Explained benefits, features and recommendations to maximize client retention.
Certified Corrections Officer
Miami Dade County Corrections
Doral, FL
09.2009 - 04.2022
- Escorted prisoners to and from court, jail and other jurisdictions or rehabilitation institutions.
- Maintained appropriate control, security and well-being over those detained.
- Recommended changes in procedures to emphasize officer safety.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Enforced resident behavior management protocols and drafted incident reports for infractions.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
- Maintained custody and control of 63 inmates housed in maximum security unit.
- Maintained daily logs of shift activity.
- Conducted thorough cell searches to uncover contraband and other materials not allowed at facility.
Certified Corrections Officer
State of Florida Department of Corrections
Florida City, FL
03.2007 - 09.2009
- Maintained appropriate control, security and well-being over those detained.
- Led grid searches to locate and confiscate potential harmful items and contraband.
- Directed visitor sign-in, documenting processes and completing appropriate visitation logs.
- Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
- Maintained daily logs of shift activity.
- Reviewed housing assignments and reassigned inmates to meet allocation and safety needs.
- Conducted internal security checks to ascertain inmate safety.
- Observed and directed inmates during recreation, visits, telephone and shower time.
- Assisted in restraining violent and unruly inmates.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
Customer Service Cashier
CompUSA
Kendall, FL
01.2003 - 01.2007
- Greeted customers and responded to informational requests.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Recommended, selected, located and obtained products to meet customer needs.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Helped customer locate and select appropriate merchandise throughout store.
- Resolved customer complaints and escalated worsening concerns for remediation.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Scanned items and checked pricing on cash register for accuracy.
Education
Associate of Science - Private Investigator
City College - Fort Lauderdale
Fort Lauderdale, FL07.2004
High School Diploma -
Miami Southridge Senior High School
Miami, FL07.2002
Skills
- Time Management
- First Aid Certification
- Public Safety
- Firearm Safety
- First Aid and CPR Certified
- Practical Problem Solving
- Excellent Problem Solver
- Incident Reporting
- Facility Inspections
- Interpersonal Communication
Timeline
Customer Service Representative
American Airlines
09.2022 - Current
Certified Corrections Officer
Miami Dade County Corrections
09.2009 - 04.2022
Certified Corrections Officer
State of Florida Department of Corrections
03.2007 - 09.2009
Customer Service Cashier
CompUSA
01.2003 - 01.2007
High School Diploma -
Miami Southridge Senior High School
Associate of Science - Private Investigator
City College - Fort Lauderdale