Summary
Overview
Work History
Education
Skills
Certification
Leadership & Community Involvement
Timeline
Generic

Martel Moore

Warsaw,VA

Summary

Dedicated professional with over 22 years of experience in law enforcement, complemented by recent leadership in customer support. Expertise in team management, training, and development fosters a collaborative environment that promotes growth and innovation. Recognized for adaptability, conflict resolution, and process optimization, consistently delivering results while maintaining high standards. Thrives in both independent and team settings, committed to achieving organizational goals and enhancing overall performance.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Support Team Lead

All Points Broadband
08.2022 - 10.2025
  • Led a high-volume customer support team handling 150+ calls daily, implementing strategies that enhanced service quality and boosted customer satisfaction.
  • Coordinated cross-departmental initiatives to resolve complex customer issues quickly.
  • Established best practices for handling escalations, reducing resolution time significantly.
  • Mentored junior team members, fostering a collaborative and supportive work environment.
  • Monitored key performance indicators to assess team effectiveness and inform strategic decisions.
  • Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in the company''s services.
  • Provided regular feedback to team members on their performance, fostering growth and development opportunities.
  • Coordinated schedules to ensure adequate coverage during peak hours or periods of increased call volume without compromising service quality standards.
  • Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction across multiple touchpoints.
  • Mentored new hires for seamless integration into the customer support team.
  • Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
  • Established open communication channels within the team, promoting collaboration and innovation in problem solving.
  • Developed training programs to elevate staff performance and ensure consistent service standards.
  • Implemented new CRM system to streamline communication and increase response efficiency.
  • Analyzed customer feedback to identify trends and drive process improvements.
  • Collaborated with cross-functional teams to address customer needs and improve overall experience.
  • Championed a positive work environment that encouraged employee motivation, engagement, and retention.
  • Fostered a culture of continuous learning by sharing best practices across the team regularly.
  • Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.

Seasonal Driver

United Parcel Service, UPS
10.2021 - 01.2022
  • Operated delivery vehicles to ensure timely and accurate package distribution.
  • Map out delivery route using the ORION (On-Road Integrated Optimization and Navigation) system
  • Sort packages in package car for delivery
  • Deliver/Pick-up packages at businesses and residential customers
  • Scan all package deliveries/pick-ups into the DIAD (Delivery Information Acquisition Device) for tracking
  • Answer customer questions related to UPS delivery service
  • Utilized GPS to optimize routes and continuously meet estimated delivery times.
  • Monitored traffic conditions and applied defensive strategies to avoid accidents.
  • Verified contents of inventory loads against delivery data to determine discrepancies.
  • Positioned lifting devices under or around loaded pallets and boxes to secure materials for transport.
  • Conducted pre-trip and post-trip inspections to maintain vehicle safety and compliance standards.

Medical Sergeant

Northern Neck Regional Jail
11.2016 - 09.2021
  • Provides security to the nursing staff in the Medical Department to ensure safety and security
  • Collaborate with Nursing Supervisor to maintain daily operation of the Medical Department
  • Manage the movement of inmates to and from the Medical Department
  • Supervise inmates housed in the Medical Department
  • Assist nursing staff with the care of inmates
  • Act as a liaison between the Medical Department, and security staff
  • Maintain a clean, calm, and quiet Medical Department
  • Answer phone calls and assist outside agencies with request
  • Use of the Health Secure EMR system
  • Conduct investigations of prison rape (PREA)
  • Conduct Internal Affairs investigations as assigned by the HR Dept
  • Conduct/supervise drug screenings
  • Resolved conflicts between nurses and security staff to maintain optimal workflows.
  • Worked closely with Nursing Supervisor to maintain day-to-day operations.

Transportation Sergeant

Northern Neck Regional Jail
05.2006 - 11.2016
  • Supervise a team of 8 Transportation Officers
  • Conduct “state of the shift” meetings with individual Transportation officers quarterly to discuss officers strengths, weaknesses, opportunities, and threats (SWOT). This would give each officer an opportunity to build and grow as an officer before their yearly evaluation
  • Coordinate the logistics of prisoner transports with the U.S. Marshal Service and local Sheriff Departments
  • Scheduling officers for each transport, and notifying each officer of the next scheduled transport
  • Accounting for the amount of federal inmates arriving departing the facility and sending a report to the jail superintendent to ensure the facility has enough federal funds to meet monthly budget
  • Reported maintenance and repair needs for transportation vehicles and equipment.
  • Transporting inmates to/from local and federal courts, medical appointments, to/from state and federal prisons. This includes overnight trip up and down the east coast.
  • Tracked mileage for reimbursement from the U.S. Marshal Service.
  • Ensuring that the Security, Medical, Records, and Inmate Account departments have the paperwork necessary to prepare inmates for departure/arrival.
  • Providing Safety and security inside/outside of the facility.
  • Communicated delays and early arrivals to local, state, and federal agencies.

Jail Officer

Northern Neck Regional Jail
12.1999 - 05.2006
  • Received and processed inmates into custody of institution by searching prisoners and taking charge of personal property
  • Utilized weapons, handcuffs and physical force to maintain discipline and order among prisoners
  • Observed behavior of inmates individually and as group to spot conflicts and implement de-escalation tactics
  • Operated telephones, switchboards, intercoms and two-way radios to communicate with other personnel.
  • Effectively interacted with staff, offenders, visitors and public to maintain security within facility
  • Observed inmate behavior to prevent dangerous and inappropriate activities, supervising over 60 inmates simultaneously
  • Maintained jail security by performing frequent security checks within cell block and inspecting each cell for contraband
  • Patrolled facility and work areas to complete headcounts of inmates
  • Inspected incoming and outgoing mail for contraband
  • Implemented defensive tactics and physical restraints to maintain safety and security of the facility.
  • Inspected condition of locks, window bars, doors and gates to prevent prisoner escapes
  • Conducted pat downs and strip searches of inmates and visitors to prevent contraband from entering facility
  • Searched building and grounds, living quarters and work areas for contraband
  • Completed dorm sanitation and maintenance checks and reported results to management
  • Established positive working relationships and maintained boundaries with resident offenders.

Education

No Degree - Criminal Justice

Rappahannock Community College
Warsaw, VA

High School Diploma -

Waynesboro High School
Waynesboro, VA
06.1997

Skills

  • Defensive Tactics
  • Firearms
  • Report Writing & Development
  • Research Abilities
  • Internal Affairs Investigations
  • Record Management
  • Logistics
  • Safe Driving Techniques
  • Training/ On-Boarding
  • Route Management
  • Vehicle Maintenance
  • Schedule Management
  • Computer Skills (ie Word, Excel, Powerpoint etc)
  • Feedback delivery
  • Customer education
  • Active Listening
  • Conflict Resolution
  • Customer Service
  • Team management
  • Escalation handling
  • Policy enforcement
  • Customer relations

Certification

  • Field Training Officer (2001): Trained new officers at the Northern Neck Regional Jail on safety and security of the facility, Inmate management, prisoner transports, Medical officer concepts, etc.
  • DCJS Certified General Instructor (2003): Develop lesson plans for numerous In-Service trainings (i.e. suicide prevention, legal and policy update, cultural diversity, etc.). Instruct In-service training at the Northern Neck Regional Jail as well as Jail Officer Basic Training at the Rappahannock Regional Criminal Justice Academy.
  • DCJS Certified Firearms Instructor (2006): Develop lesson plans for In-Service training at Northern Neck Regional Jail. Instruct students on Firearms Safety and Use of Force at the Northern Neck Regional Jail, Rappahannock Regional Criminal Justice Academy, and Pamunkey Regional Jail Academy.
  • DCJS Certified Defensive Tactics Instructor (2005) Developed Defensive Tactics lesson plans and instructed In-service trainings at Northern Neck Regional Jail. Also instructed Defensive Tactics basic training at the Rappahannock Regional Criminal Justice Academy, and the Pamunkey Regional Jail Academy.
  • Facilitated the “Career Management” portion of new hire orientation for all new hires. All lesson plans were developed using Microsoft Office Suite.

Leadership & Community Involvement

Board Member, Richmond County Planning Commission: 2023 - present

  • Collaborate with county officials to review and recommend zoning, development, and infrastructure proposals to support responsible growth within the community.

President, Pony Riders Mustang Club: 2022 - present

  • Lead a 50 member nonprofit car club; oversee event planning, fundraising, and sponsorships with local charities.


Timeline

Customer Support Team Lead

All Points Broadband
08.2022 - 10.2025

Seasonal Driver

United Parcel Service, UPS
10.2021 - 01.2022

Medical Sergeant

Northern Neck Regional Jail
11.2016 - 09.2021

Transportation Sergeant

Northern Neck Regional Jail
05.2006 - 11.2016

Jail Officer

Northern Neck Regional Jail
12.1999 - 05.2006

No Degree - Criminal Justice

Rappahannock Community College

High School Diploma -

Waynesboro High School

Similar Profiles

  • Lisa Richardson

    Lisa RichardsonLisa Richardson

    SR. PROJECT MANAGER at ALL POINTS BROADBANDSR. PROJECT MANAGER at ALL POINTS BROADBAND

  • William Moore

    William MooreWilliam Moore

    Field Sales Representative at All Points BroadbandField Sales Representative at All Points Broadband

  • ALI ALTAIE

    ALI ALTAIEALI ALTAIE

    Safety Regional Manager at All Points BroadbandSafety Regional Manager at All Points Broadband

  • Trinard Lee

    Trinard LeeTrinard Lee

    Correctional Officer at Haynesville Correctional CenterCorrectional Officer at Haynesville Correctional Center

  • Matthew Self

    Matthew SelfMatthew Self

    Warehouse Coordinator at Northern Neck Electric CooperativeWarehouse Coordinator at Northern Neck Electric Cooperative

CREATE PROFILE