Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

KIMBERLY DURANT

CRAWFORDVILLE,FL

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Correctional Lieutenant

Federal Bureau Of Prisons
10.2005 - 11.2022
  • Reviewed incident reports submitted by subordinates for accuracy before forwarding them up the chain of command for further action if needed.
  • Served as a role model for subordinate staff by consistently demonstrating professionalism, integrity, and commitment to maintaining a safe and secure environment within the correctional facility.
  • Utilized strong conflict resolution skills to defuse tense situations among inmates or staff members, maintaining order within the facility.
  • Reduced instances of misconduct by establishing positive relationships with inmates and addressing grievances in a timely manner.
  • Conducted thorough investigations into incidents, ensuring proper documentation and follow-up actions were taken.
  • Coordinated emergency response efforts during critical incidents, ensuring effective communication among team members and adherence to protocol.
  • Maintained safety within the correctional facility through consistent monitoring and enforcement of rules and regulations.
  • Managed daily operations within assigned unit, ensuring adequate staffing levels were maintained and resources were allocated effectively.
  • Evaluated staff performance regularly through observation and feedback sessions to support their professional development and maintain high levels of competence within the team.
  • Coordinated responses to emergency situations arising in different prison locations.
  • Conducted regular inspections of the physical facilities within the unit, identifying any maintenance or safety concerns that required immediate attention.
  • Developed schedules for subordinate officers that ensured adequate coverage across all shifts while also considering individual needs and preferences.
  • Collaborated with multidisciplinary teams to address inmate needs, promoting rehabilitation efforts and reducing recidivism rates.
  • Oversaw control center, monitoring inmates, visitors, and employees for signs of suspicious behavior.
  • Enhanced staff performance by providing ongoing training, guidance, and support to correctional officers under my supervision.
  • Served as a liaison between correctional staff and external entities such as law enforcement agencies, social services providers, or courts regarding inmate matters or facility operations.
  • Improved inmate behavior by implementing structured routines and clear expectations.
  • Maintained accurate records related to inmate conduct, staff performance, or facility operations, ensuring all documentation was up-to-date and readily accessible when needed.
  • Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
  • Assisted in the hiring process for new officers, participating in interviews and making recommendations based on candidate qualifications and fit with facility culture.
  • Supervised [Number] employees and performance of tasks and managed [Number] offenders.
  • Responded to emergency situations and provided first aid following facility guidelines.
  • Handled inmate counts and searches for missing inmates.
  • Resolved issues and disputes between inmates professionally and respectfully.
  • Monitored and confirmed compliance with safety standards and regulations.
  • Checked all book in and discharges, making sure all charges have paperwork and all discharges have orders of discharge.
  • Assigned officer tasks such as cleaning cells and stocking clean laundry to keep prison running efficiently.
  • Assisted in developing policies and procedures for the efficient operation of the facility, resulting in increased safety and security.
  • Monitored security systems throughout the facility to ensure full compliance with established guidelines while promptly addressing any potential issues or concerns that arose.
  • Supervised dining hall, outdoor recreation area, vocational shop, and inmate housing unit.
  • Completed daily work report sheets and delegated tasks to employees.
  • Participated in development of correctional policies and procedures.
  • Verified all prison visitors carried proper identification and had no contraband before entering institution.
  • Cultivated and maintained climate of mutual respect with freedom from harassment and intimidation, to provide safe environment for staff and offenders.

Customer Service Representative (Unicor)

Federal Bureau Of Prisons
08.2012 - 04.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Cross-trained and provided backup support for organizational leadership.
  • Managed timely and effective replacement of damaged or missing products.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Education

No Degree - PHLEBOTOMY

Tallahassee Community College
Tallahassee, FL
07-2024

Associate of Science - Criminal Justice

Tallahassee Community College
Tallahassee, FL
02-2003

Skills

  • Effective communication
  • Active listening
  • Team leadership
  • Excellent communication
  • Reliability
  • Team collaboration
  • Decision-making
  • Professional ethics
  • Self motivation
  • Interpersonal skills
  • Analytical thinking
  • Conflict resolution
  • Operational planning
  • Incident reporting
  • Interpersonal communication
  • Schedule management
  • Staff training
  • Strategic planning
  • Professionalism

Accomplishments

  • Achieved 100% by completing effective communication with accuracy and efficiency.
  • Documented and resolved complaints which led to positive results.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Certification

  • Supervisory Leadership in Criminal Justice Certificate – Regional Public Safety Training Institutes or Universities offering Criminal Justice Programs.
  • Firearms Proficiency Certification - State Police or Department of Public Safety.
  • Crisis Intervention Team (CIT) Training Certificate - CIT International.
  • Incident Command System (ICS) 100, 200, 700, 800 Certificates - FEMA's Emergency Management Institute.
  • Diversity and Inclusion in the Workplace Certificate– Professional organizations focusing on workplace diversity initiatives.
  • National Incident-Based Reporting System (NIBRS) Certification – Federal Bureau of Investigation.
  • Certified Corrections Supervisor (CCS) - American Correctional Association.
  • Tactical Communication Skills for Correctional Supervisors Certificate – Communication Skills based training providers specific to law enforcement.
  • Occupational Safety & Health Administration (OSHA) General Industry Safety and Health Certification – OSHA Training Institute or Authorized Providers.
  • Prison Rape Elimination Act (PREA) Training Certificate – PREA Resource Center.
  • Substance Abuse Awareness for Correctional Supervisors– Substance Abuse and Mental Health Services Administration.
  • Contraband Control Techniques Course Completion – National Institute of Justice or Private Security Firms.
  • OSHA Certified

Languages

English
Full Professional

Timeline

Customer Service Representative (Unicor)

Federal Bureau Of Prisons
08.2012 - 04.2015

Correctional Lieutenant

Federal Bureau Of Prisons
10.2005 - 11.2022

No Degree - PHLEBOTOMY

Tallahassee Community College

Associate of Science - Criminal Justice

Tallahassee Community College

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