Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Laura Whitley

Ashland

Summary

Results-driven support professional prepared for impactful roles in direct care environments. Proven ability to enhance clients' quality of life through tailored support and effective daily management. Known for strong collaboration and adaptability, ensuring seamless team operations and consistent quality outcomes.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Teller

Members Choice Credit Union
09.2023 - Current
  • Processed customer transactions accurately and efficiently, including deposits, withdrawals, and loan payments
  • Maintained a balanced cash drawer at all times, with zero discrepancies or errors
  • Provided exceptional customer service by addressing inquiries, resolving issues, and offering product recommendations
  • Identified fraudulent activities and followed proper procedures to report suspicious transactions
  • Assisted customers in opening new accounts and provided guidance on various banking products and services
  • Managed large volumes of cash while adhering to strict security protocols
  • Performed end-of-day balancing procedures to ensure accurate accounting of daily transactions
  • Trained new tellers on banking policies, procedures, and systems for seamless integration into the team
  • Implemented efficient processes for handling high-volume customer traffic during peak hours
  • Developed strong relationships with regular customers leading to increased loyalty and repeat business
  • Collaborated with other departments such as loans or mortgages when necessary
  • Participated in ongoing training sessions to stay updated on industry regulations
  • Assisted in the implementation of new software systems for improved efficiency

Direct Support Professional

Caring Moore homes
12.2021 - 09.2023
  • Provided direct care and support to individuals with disabilities, ensuring their safety, well-being, and quality of life
  • Assisted clients with daily living activities such as bathing, dressing, grooming, and meal preparation
  • Administered medications according to prescribed schedules and documented any changes or reactions observed
  • Implemented individualized care plans based on clients' specific needs and goals
  • Supported individuals in developing independent living skills such as budgeting, grocery shopping, and household chores
  • Promoted socialization by organizing recreational activities and outings for clients to engage in the community
  • Maintained accurate records of client progress, behaviors, incidents, and medical information
  • Collaborated with a multidisciplinary team including doctors, therapists, and case managers to ensure comprehensive care for clients
  • Responded promptly to emergencies or crisis situations following established protocols
  • Advocated for the rights and interests of individuals served by addressing any concerns or issues that arose
  • Developed positive relationships with clients through active listening, empathy, and effective communication
  • Ensured a safe environment by identifying potential hazards and implementing appropriate preventive measures
  • Assisted in coordinating medical appointments, transportation, and accompanying clients during visits
  • Provided emotional support to individuals facing challenges or difficult situations
  • Demonstrated cultural sensitivity when working with diverse populations including different ethnicities, ages, and backgrounds
  • Closely monitored medication administration to ensure compliance with prescribed dosages and schedules
  • Collaborated with families/guardians to develop personalized care plans that aligned with individual needs/goals
  • Aided in managing behavioral issues/changes through de-escalation techniques and implementation of behavior management strategies
  • Participated in ongoing training programs to enhance knowledge/skills related to disability services
  • Documented all interactions/observations accurately and maintained confidentiality of client information
  • Assisted individuals in accessing community resources such as educational programs, employment opportunities, and recreational activities

Correctional Officer I

Western Regional Jail
08.2021 - 11.2021
  • Maintained security and order within the correctional facility, ensuring the safety of staff and inmates
  • Conducted regular inspections of cells, common areas, and perimeter to identify any potential security breaches or contraband
  • Enforced rules and regulations by monitoring inmate activities, conducting searches, and responding to incidents in a calm and professional manner
  • Supervised inmate movement during daily routines such as meals, recreation time, visits, and medical appointments
  • Documented all incidents, disciplinary actions, and inmate behavior accurately in written reports
  • Assisted in the transportation of inmates to court appearances or other facilities while maintaining strict security protocols
  • Performed pat-downs and body searches on inmates to prevent smuggling of weapons or illegal substances into the facility
  • Collaborated with other correctional officers to develop strategies for managing difficult or disruptive inmates effectively
  • Participated in ongoing training programs related to crisis intervention techniques, self-defense tactics, first aid/CPR procedures, etc
  • Implemented new policies/procedures for enhancing institutional safety/security measures based on industry best practices
  • Led emergency response teams during critical situations such as riots or escapes
  • Monitored surveillance cameras/systems throughout the facility to detect any suspicious activities
  • Conducted investigations into alleged misconduct by inmates/staff members following proper protocols
  • Maintained accurate records/logs regarding inmate counts/activities/special incidents/etc
  • Served as a role model for positive behavior by demonstrating professionalism/integrity at all times
  • Fostered positive relationships with fellow correctional officers through effective communication/collaboration/teamwork
  • Responded promptly to alarms/disturbances/emergencies within the facility and took appropriate action to resolve the situation
  • Conducted risk assessments/evaluations to identify potential security vulnerabilities within the facility and recommend corrective actions
  • Provided court testimony when required regarding incidents or disciplinary actions involving inmates

Deputy Jailer

Woodford County Detention Center
03.2021 - 08.2021
  • Supervised and managed a population of XX inmates, ensuring their safety and security at all times
  • Maintained accurate inmate records, including booking information, medical history, and disciplinary actions
  • Conducted regular inspections of cells and common areas to identify potential security risks or rule violations
  • Implemented effective communication protocols with other staff members to ensure smooth operations within the facility
  • Assisted in the intake process by conducting thorough searches of incoming inmates for contraband items
  • Responded promptly to emergencies such as fights, medical incidents, or disturbances within the facility
  • Enforced rules and regulations consistently while treating inmates with respect and dignity
  • Collaborated with law enforcement agencies during inmate transfers or court appearances to maintain order and security
  • Participated in ongoing training programs to stay updated on new policies, procedures, and safety protocols
  • Performed routine maintenance checks on equipment such as locks, doors, surveillance cameras, etc
  • Reduced inmate altercations by XX% through proactive monitoring strategies implemented during my tenure
  • Received commendation from superiors for maintaining a clean record without any major security breaches throughout my employment
  • Successfully conducted XX number of cell searches resulting in the discovery of contraband items
  • Provided support during visitation hours by managing visitor check-ins and enforcing visitation guidelines
  • Assisted medical staff in administering medication according to prescribed schedules
  • Trained new deputy jailers on proper procedures for handling various situations within the facility
  • Developed strong rapport with fellow staff members fostering a positive work environment

Customer Service Representative

Amazon.com
06.2016 - 03.2021
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
  • Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
  • Built rapport with customers through active listening, empathy, and personalized interactions
  • Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
  • Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
  • Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
  • Maintained detailed records of all customer interactions in CRM system for future reference and analysis
  • Identified opportunities for process improvement based on common customer inquiries or pain points
  • Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
  • Upsold additional products or services to customers based on their needs and preferences
  • Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
  • Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
  • Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
  • Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
  • Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
  • Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
  • Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
  • Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
  • Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
  • Collaborated with the product development team to provide valuable customer feedback on product features, usability, and enhancements
  • Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
  • Recognized as a subject matter expert within the department due to extensive knowledge of company products and policies
  • Achieved XX% increase in customer satisfaction ratings through proactive problem-solving and personalized service delivery
  • Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image

Education

Bachelor of Science - Criminal Justice

University of The Cumberlands
Williamstown, KY
12-2025

Associates of Applied Science - Criminal Justice

Ashland Community and Technical College
Ashland, KY
05.2022

Skills

  • Computer skills

  • Conflict Management

  • Basic math

  • Microsoft Office

  • Loss Prevention

  • Surveillance

  • Security

  • Developmental Disabilities Experience

  • Financial services

  • Medication Administration

  • Crisis Intervention

  • Writing Skills

  • Autism Experience

  • Banking

  • Cash handling

  • Meal Preparation

Certification

  • First Aid Certification
  • CPR Certification

Timeline

Teller

Members Choice Credit Union
09.2023 - Current

Direct Support Professional

Caring Moore homes
12.2021 - 09.2023

Correctional Officer I

Western Regional Jail
08.2021 - 11.2021

Deputy Jailer

Woodford County Detention Center
03.2021 - 08.2021

Customer Service Representative

Amazon.com
06.2016 - 03.2021

Associates of Applied Science - Criminal Justice

Ashland Community and Technical College

Bachelor of Science - Criminal Justice

University of The Cumberlands

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Laura Whitley