Michael Jones
Copperas Cove,TX
Summary
Overview
23
23
years of professional experience
Work History
Juvenile Correctional Officer
Texas Juvenile Justice Department
04.2023 - Current
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Provided crisis intervention services when needed including assisting in calming down distressed or aggressive residents.
- Maintained a secure environment for juvenile offenders with diligent monitoring and supervision.
- Developed rapport with offenders, fostering positive relationships to support rehabilitation efforts.
- Led recreational activities that fostered teamwork, communication skills, and physical fitness among residents.
- Documented daily activities and progress reports, ensuring accurate record-keeping for each resident''s file.
- Supervised youth's daily activities for school, meals, and recreation time.
- Responded effectively to emergencies or crises situations, prioritizing safety and well-being of all residents and staff members.
- Ensured adherence to facility policies and procedures, maintaining a high standard of professionalism at all times.
- Reduced incidents of rule-breaking by implementing effective behavior modification techniques.
- Offered guidance on conflict resolution strategies, helping offenders develop healthy coping mechanisms during their stay at the facility.
- Supported vocational training programs aimed at preparing residents for successful reintegration into society upon release.
Customer Service Representative
G.C. Services
08.2001 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Team Leader Manager
Walmart
10.2016 - 01.2023
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
Education
High School Diploma -
Central Texas College
Killeen, TXSkills
- Patience and Empathy
- Youth Counseling
- Restraint Techniques
- Substance Abuse Knowledge
- Suicide Prevention
- Mental Health Training
- Juvenile corrections procedures knowledge
- Physical Fitness
- De-Escalation Techniques
- Security Procedures
- Professional boundaries
- Surveillance
- Equipment Operation
- Conflict Resolution
- Incident Reporting
Timeline
Juvenile Correctional Officer
Texas Juvenile Justice Department
04.2023 - Current
Team Leader Manager
Walmart
10.2016 - 01.2023
Customer Service Representative
G.C. Services
08.2001 - 02.2023
High School Diploma -
Central Texas College
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