Jolena Kirkendoll
Franklin,USA
Summary
Accomplished Correctional Officer Sergeant offering 8 years of experience managing inmate safety and order in high security institutions. Focused and detail-oriented with comprehensive weapons training. Adept at remaining on high alert at all times and managing security risks.
Overview
20
20
years of professional experience
Work History
Correctional Sergeant
Milwaukee County Sheriff Office
Milwaukee, WI
10.2017 - Current
- Maintained order and security in the correctional facility by enforcing rules, regulations, and procedures.
- Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
- Enhanced facility safety by conducting regular security checks and monitoring inmate activities.
- Supervised 170 employees and performance of tasks and managed 960 offenders.
- Conducted thorough investigations into allegations of misconduct or rule violations, resulting in fair disciplinary actions when necessary.
- Reduced instances of violence within the institution through effective conflict resolution strategies and communication skills.
- Responded to emergency situations and provided first aid following facility guidelines.
- Cultivated and maintained climate of mutual respect with freedom from harassment and intimidation, to provide safe environment for staff and offenders.
- Assisted in the planning and execution of large-scale facility operations including cell searches, shakedowns, and evacuation drills.
- Ensured compliance with federal, state, and local regulations by staying up-to-date on changes in laws and guidelines related to corrections work.
- Collaborated with multi-disciplinary teams to develop rehabilitation programs for inmates, promoting successful reintegration into society.
- Streamlined record-keeping processes, maintaining accurate documentation of incidents and daily activities within the facility.
- Established strong working relationships with external agencies such as police departments, courts, probation officers which facilitated seamless communication during inmate transfers and other processes.
- Participated in continuous professional development opportunities to stay current on industry trends and enhance knowledge base.
Customer Service Representative
Skygen Usa
Germantown, WI
04.2015 - 09.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided excellent customer service while meeting challenging time goals.
- Collaborated with team members to improve overall customer service experience.
- Achieved recognition for outstanding customer service, setting benchmark for colleagues.
- Strengthened client relationships through regular communication and exceptional customer service.
Retention Representative
Time Warner Cable
Milwaukee, WI
01.2014 - 06.2015
- Retaining customers through positive customer relationship building
- Diffusing the irate customer situation by utilizing strong listening skills and probing techniques
- Identifying reason(s) for disconnect and overcoming objections in an effort to retain the customer
- Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers
- Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner
Customer Service Representative
We Energies
Milwaukee, WI
10.2005 - 03.2012
- Greet transfer and hold calls
- Build rapport, listen, clarify and manage conversational flow
- Manage upset customers, conflicts and challenging situations
- Deliver outstanding service, exceed expectations and build long-term loyalty
- Work in teams and in a self-directed environment
- Assisted in supervisor calls and call back/Mentor
- Payment arrangement and restoration of services for critical situation
- Customer outage and Emergency calls
Education
Criminal Law -
Milwaukee Area Technical College
Milwaukee, WI05.2020
Bachelor of Science - International Relations
Marquette University
01.2012
Skills
- De-escalation techniques
- Emergency response
- Body searches
- Policy enforcement
- Staff supervision
- Officer training
- Conflict management
- Restraint techniques
- Rules of conduct
- Crisis management
- Counseling techniques
- Records maintenance
- Offender escort
- Detail management
- Team leadership
- Behavioral management
- Administrative oversight
- Training coordination
Timeline
Correctional Sergeant
Milwaukee County Sheriff Office
10.2017 - Current
Customer Service Representative
Skygen Usa
04.2015 - 09.2017
Retention Representative
Time Warner Cable
01.2014 - 06.2015
Customer Service Representative
We Energies
10.2005 - 03.2012
Bachelor of Science - International Relations
Marquette University
Criminal Law -
Milwaukee Area Technical College