Jessica Morrow
Kirksville,MO
Summary
Skilled in de-escalation techniques and staff education, contributing to a collaborative work environment. Recognized for strong interpersonal skills and the ability to manage high-stress situations effectively, ensuring customer and team satisfaction.
Diligent and dedicated with solid background in managing operational workflows and leading teams effectively. Proven ability in maintaining high productivity levels and resolving conflicts promptly. Demonstrated skills in team leadership, operational management, and leading a trauma- informed culture.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Shift Supervisor/ Juvenile Officer 1
State of Missouri- Bruce Normile Juvenile Justice Center
Kirksville, MO
04.2017 - Current
- Supervised daily operations, ensuring adherence to safety protocols and facility standards.
- Trained and mentored staff in crisis intervention techniques and conflict resolution strategies.
- Conducted performance evaluations, providing constructive feedback to enhance team effectiveness.
- Collaborated with interdisciplinary teams to coordinate treatment plans for youth residents.
- Managed incident reports, ensuring thorough documentation and compliance with regulatory requirements.
- Led training sessions on policy updates and procedural changes for improved operational efficiency.
- Fostered a positive environment through effective communication and team-building activities among staff members.
- Trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
- Conducted regular performance evaluations, providing constructive feedback to help employees grow professionally.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Observed and recorded mental and physical health of each juvenile offender.
- Completed incident reports when disorder or violence occurs.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Transported juvenile inmates to and from court hearings, medical facilities, classes, or recreational activities.
- Responded to emergency situations and de-escalated hostile confrontations.
- Enforced rules and regulations to maintain order among residents.
- Prepared reports to document incidents and violations.
- Made rounds at specified intervals and conducted head counts and roll calls.
- Conducted security checks of residents and living areas.
- Supervised residents during meals, recreation and other activities.
- Documented residents behavior and activities in logbooks.
- Assisted in intake and release of residents.
- Provided assistance and guidance to residents regarding daily activities.
- Built solid relationships with staff and residents to keep institution safe and secure.
- Established positive working relationships and maintained boundaries with resident in a trauma informed setting
- Administered drug tests to residents
- Restrained residents when disturbances required physical intervention.
- Transported residents to and from court hearings, medical appointments and other locations.
- Worked with residents to help in development of decision-making and problem-solving skills.
- Developed strong rapport with juveniles under supervision, building trust and promoting open communication about challenges and progress.
- Facilitated positive behavioral change by providing individual counseling and group therapy sessions for at-risk youth.
- Maintained detailed case records, ensuring accurate documentation of all relevant information for each juvenile in residential treatment
- Provided crisis intervention services when necessary to prevent further escalation or harm to juveniles or others involved in incidents.
- Ensured compliance with all federal, state, and local regulations governing the supervision of juveniles within the justice system.
- Assisted youths in developing critical life skills such as problem-solving, conflict resolution, and effective communication techniques to foster positive growth.
- Analyzed program outcomes and recommended improvements to enhance rehabilitation efforts within the facility.
- Mentored new staff on operational procedures and best practices in juvenile justice protocols.
- Implemented crisis intervention strategies to de-escalate volatile situations effectively.
- Supervised daily operations of juvenile detention facility to ensure safety and compliance with regulations.
Customer Service Representative- Part Time
Enterprise Rent-a- Car
Kirksville, MO
06.2020 - Current
- Resolved customer inquiries and issues efficiently, enhancing overall satisfaction and loyalty.
- Processed rental agreements and transactions accurately, ensuring timely service delivery to customers.
- Managed vehicle inventory and maintenance schedules, optimizing fleet readiness for rentals.
- Trained new team members on customer service protocols and operational procedures, fostering a collaborative environment.
- Streamlined check-in/check-out processes, reducing wait times for customers during peak hours.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
Direct Care Staff Member
State of Missouri- Bruce Normile Juvenile Justice Center
Kirksville, MO
09.2016 - 04.2017
- Provided direct supervision and support to youth in residential care settings.
- Implemented individualized treatment plans for residents.
- Ensured compliance with safety protocols and facility regulations consistently.
- Conducted crisis intervention techniques to stabilize volatile situations effectively.
- Assisted residents with daily living needs to maintain self-esteem and general wellness.
- Documented residents progress through detailed record-keeping, contributing to ongoing evaluation of care plans effectiveness.
- Assisted with personal hygiene tasks for improved health and dignity of patients.
- Safeguarded residents by closely monitoring their behavior and intervening during crises when necessary.
- Utilized crisis intervention techniques effectively during emergencies, ensuring safety of both patients and staff members involved.
- Established strong rapport with residents, fostering trust and open communication for better understanding of individual needs.
- Developed essential life skills in residents through hands-on training in areas such as budgeting, cooking, and self-care practices.
- Documented residents progress and services performed, reporting changes in client condition to manager or supervisor.
- Strengthened relationships with local community organizations, facilitating opportunities for residents to engage in meaningful social interactions and activities.
- Monitored and documented behavioral and emotional progress of youth daily.
- Facilitated group activities to promote social skills and conflict resolution.
- Guided patients toward achieving personal goals by offering emotional support, encouragement, and practical advice.
- Stayed current on best practices within the direct care field through ongoing professional development opportunities and trainings.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored residents overall health and well-being and noted significant changes.
- Provided compassionate and patient-focused care to cultivate well-being.
Education
Bachelor of Science - Psychology
Missouri State University
Springfield, Missouri, MO05-2020
Associate of Arts - Criminal Justice
Moberly Area Community College
Moberly, MO12-2015
Skills
- Active listening
- Documentation
- Critical thinking
- Customer service
- Problem resolution
- Building rapport
- De-escalation techniques
- Assertiveness
- Staff education and training
- Escalation management
Certification
- Safe Crisis Management Instructor
- Peer- Support Specialist
Timeline
Customer Service Representative- Part Time
Enterprise Rent-a- Car
06.2020 - Current
Shift Supervisor/ Juvenile Officer 1
State of Missouri- Bruce Normile Juvenile Justice Center
04.2017 - Current
Direct Care Staff Member
State of Missouri- Bruce Normile Juvenile Justice Center
09.2016 - 04.2017
Bachelor of Science - Psychology
Missouri State University
Associate of Arts - Criminal Justice
Moberly Area Community College