Desired Job Title
Customer Service RepresentativeCorrectional OfficerDriverWork Type
Full TimePart TimeLocation Preference
On-SiteRemoteHybridLocation: Downey, CALos Angeles, CAWest Covina, CA
Open to relocation: Yes
Marcos Walton
Downey,CA
Work Preference
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Correctional Officer with history of exercising sound judgment and reasoned thinking during crisis events. Develops strong rapport with prisoners and colleagues. Excellent command of detention center safety, security and emergency management protocols.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Synchrony Financial, Resolution Services
07.2024 - 04.2026
- Resolved customer inquiries utilizing CRM systems to ensure timely and accurate service.
- Developed training materials for new representatives to enhance onboarding efficiency.
- Collaborated with cross-functional teams to streamline workflows and enhance service delivery.
- Led initiatives to optimize response times, resulting in improved customer satisfaction scores.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Correctional Officer
Pennington County Sheriff's Officer
10.2023 - 05.2024
- Inspected living areas and personal belongings regularly to detect and seize contraband.
- Monitored perimeters, gates and internal doorways during patrols and surveillance camera shifts.
- Observed inmates continuously to maintain safety and enforce facility rules.
- Maintained vigilance to identify conflict and dangerous behaviors prior to escalation.
- Applied training in conflict-resolution and communication to interact professionally with inmates, staff and general public.
- Intervened during fights and disturbances to stop unauthorized behaviors and restore order.
- Coordinated secure and safe visitation between inmates and personal contacts.
- Performed scheduled inmate counts and reported discrepancies or initiated lock-downs.
- Used and maintained keycards, two-way radios and weapons with strong regard to safety protocols.
Driver
Uber
06.2016 - 10.2023
- Supported vehicle safety and performance with basic maintenance and repairs to correct issues.
- Managed time and routes to meet customer demands and provide customer satisfaction.
- Implemented innovative strategies to optimize fuel efficiency, resulting in significant cost savings.
- Cleaned and maintained vehicle meticulously and offered inviting and well-functioning car.
- Communicated with passengers if customers wished to talk and kept quiet if customers preferred silence.
- Established strong internal and external relationships to increase customer retention.
- Followed company standards, commercial driving requirements and passenger safety guidelines.
- Delivered exceptional customer service through effective communication and problem-solving skills.
Education
High School Diploma -
Warren High School
Downey, CA06-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Customer relations
- Call center experience
- Relationship building
- Computer proficiency
- Conflict resolution
- Assertiveness
- Reading comprehension
- De-escalation techniques
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Seized 18 weapons during random cell searches.
- Routinely supervised more than 50 detainee inmates.
LANGUAGES
Spanish, Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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ADDITIONAL INFORMATION
Bilingual
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Interests
Hiking
Camping
Movie enjoyer
Timeline
Customer Service Representative
Synchrony Financial, Resolution Services
07.2024 - 04.2026
Correctional Officer
Pennington County Sheriff's Officer
10.2023 - 05.2024
Driver
Uber
06.2016 - 10.2023
High School Diploma -
Warren High School