Porsha Hill
Dallas County Sheriff's Department
Dallas,TX
7
years of professional experience
Resilient and detail-oriented officer excelling in high-stress situations. Known for effective conflict resolution and enhancing operational workflows, ready to leverage expertise to promote safety and efficiency within detention facilities.
Work History
Detention Service Officer
2 Years 6 Months- Supervised inmate behavior to ensure safety and compliance with facility regulations.
- Conducted regular inspections of detention facilities to identify security vulnerabilities.
- Managed transportation of inmates between facilities and court appearances safely.
- Documented incidents and maintained accurate records in compliance with departmental policies.
- Collaborated with law enforcement and court officials to facilitate seamless operations.
- Responded promptly to emergencies, utilizing de-escalation techniques to maintain order.
- Assisted in training new officers on operational protocols and safety procedures.
- Implemented improvements in daily workflows to enhance efficiency within the detention unit.
- Assisted in the timely transportation of inmates to court appearances, medical appointments, and other off-site locations.
- Contributed to a positive work environment by providing guidance and mentorship to new detention service officers.
- Assisted medical professionals during examinations or treatment sessions with inmates as required while adhering to strict confidentiality protocols.
- Observed conduct and behavior of detainees to prevent disturbances and escapes.
- Fingerprinted inmates and conducted retina eye scans to submit information into national database.
- Reduced risk of altercations by effectively diffusing situations through verbal de-escalation techniques.
- Ensured accurate record keeping by documenting inmate behavior, incidents, and daily activities in logbooks and electronic databases.
- Transported inmates to and from court, medical appointments and other correctional facilities.
- Processed property and cash bond payments for bail.
- Improved communication between officers and inmates by establishing rapport and addressing concerns promptly.
- Ensured compliance with all state regulations regarding detainee rights through careful adherence to established policies.
- Inspected facility regularly for security breaches, contraband and unsanitary conditions.
- Continuously developed professional skills through participation in mandatory training sessions and seeking out additional learning opportunities relevant to the role of a detention service officer.
- Enhanced security by conducting thorough inmate searches and cell inspections.
- Provided individual and group counseling to promote and increase personal awareness of responsibilities.
- Used manual force and defensive batons to establish and maintain physical control over uncooperative or combative subjects.
- Facilitated smooth transfers between facilities by coordinating with other detention centers and law enforcement agencies as needed.
- Streamlined communication channels by working closely with other departments such as case management, mental health services, and educational programs to promote a cohesive approach to inmate care.
- Monitored door access and security cameras to provide safety and security of facility.
- Demonstrated strong leadership skills while serving on various committees within the facility, including safety and employee engagement groups.
- Recorded information on prisoner identification, charges and incidences of inmate disturbance.
- Maintained a safe environment for inmates and staff through regular monitoring of facility activities.
- Managed inventory levels of necessary supplies such as uniforms, toiletries, bedding materials, maintaining an organized storage area for efficient retrieval when needed.
- Collaborated with team members to maintain order during emergency situations and facility lockdowns.
- Aided in the successful intake process for incoming inmates, including fingerprinting, photographing, and documenting personal information accurately.
Call Center Representative
2 Years 11 Months- Managed high call volumes while maintaining customer satisfaction and service quality.
- Resolved customer inquiries efficiently, utilizing CRM software to track interactions and provide timely follow-ups.
- Trained new team members on call handling procedures and company policies, enhancing team performance.
- Collaborated with cross-functional teams to address complex issues, ensuring effective problem resolution for customers.
- Implemented process improvements that streamlined workflows and reduced average handling time for calls.
- Monitored call quality metrics to identify training needs and enhance overall service delivery standards.
- Developed FAQs and knowledge base articles, improving accessibility of information for both staff and customers.
- Conducted regular feedback sessions with team members to foster a culture of continuous improvement and engagement.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Mail Order Clerk
1 Year 9 Months- Processed and fulfilled mail orders with accuracy and efficiency.
- Maintained inventory management using electronic tracking systems.
- Coordinated shipping logistics to ensure timely deliveries.
- Assisted in training new staff on order processing procedures.
- Implemented process improvements that enhanced workflow efficiency.
- Managed customer inquiries regarding order status and delivery issues.
- Ensured compliance with healthcare regulations in order fulfillment processes.
- Collaborated with team members to optimize supply chain operations.
- Improved order processing efficiency by maintaining accurate customer records and updating the database regularly.
- Maintained a clean, organized workspace for maximum efficiency while processing mail orders daily.
- Boosted sales revenue by upselling products, recommending special deals, and offering personalized suggestions to customers.
- Optimized order-processing timeframes due to diligent monitoring of deadlines.
- Streamlined inventory management for faster order fulfillment through consistent monitoring and updating of stock levels.
- Achieved higher-order accuracy rates with meticulous attention to detail when entering customer information into the system.
- Minimized errors in order processing by meticulously reviewing each order before finalization and shipment.
- Contributed to company growth through diligent tracking of sales metrics and identification of opportunities for improvement in the ordering process.
- Expedited shipping processes by accurately packaging items, generating shipping labels, and coordinating with delivery services.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with mail orders.
- Strengthened customer relationships through timely communication about order status updates, delays, or changes in availability.
- Managed incoming phone calls from customers seeking information about products or placing mail orders effectively and courteously.
- Maintained detailed records of all transactions, enabling easy retrieval of information when needed for audits or customer inquiries.
- Reduced returns by verifying the accuracy of product descriptions and matching them against physical items prior to shipment.
- Ensured customer satisfaction by addressing and resolving order-related issues in a timely manner.
- Facilitated resolution of payment disputes or discrepancies by collaborating with billing departments and providing necessary documentation when needed.
- Supported warehouse operations through regular coordination between departments regarding inventory levels and product availability.
- Assisted in training new Mail Order Clerks on company policies, procedures, and software systems for seamless integration into the team.
- Collaborated with team members to ensure smooth workflow during busy periods and maintain high levels of productivity.
- Increased repeat business by providing exceptional customer service throughout the entire purchasing process.
- Labeled packages with clear, correct information to reduce mailing errors.
- Processed and organized incoming mail for distribution to appropriate departments.
- Tracked outgoing mail to provide accurate customer updates.
Education
High School Diploma
- 3.5 GPA
Skills
Inmate supervision
Behavioral observation
Physical fitness
Stress tolerance
Timeline
Detention Service Officer
Dallas County Sheriff's Department
04.2024 - CurrentRead More
Call Center Representative
Spectrum
05.2021 - 04.2024Read More
Mail Order Clerk
Molina Healthcare
08.2019 - 05.2021Read More
Duncanville High
High School Diploma
Read More