Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Rebecca Lewis

Rush,Kentucky

Summary

Offering 15 years of experience managing security teams and correctional officers. Personable leader comfortable interacting with people from diverse cultures and backgrounds. Versed in training officers on various concepts, patrolling grounds and compiling records based on observations and findings.

Highly-motivated with a desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

AT&T Mobility
Grayson, KY
09.2022 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Used proven techniques to de-escalate angry customers during telephone interactions.

Security Officer

Waldens security
Grayson, KY
10.2021 - 09.2022
  • Conducted regular patrols of the premises to identify potential threats or safety hazards.
  • Supervised access control at all entrance points of the facility, ensuring only authorized personnel are granted entry.
  • Maintained records of all incidents that occurred on site including lost and stolen items and unauthorized persons present.
  • Reviewed CCTV footage on a regular basis to detect any suspicious activity or violations of company policy.

Correctional Lieutenant

Kentucky Department of Corrections
Sandy Hook, KY
05.2012 - 05.2020
  • Evaluated employee performance, providing feedback as necessary.
  • Provided guidance to staff on proper application of correctional policies and procedures.
  • Reviewed daily logs to ensure accuracy of reported information related to inmate activities and personnel issues.
  • Provided leadership and supervision to subordinate staff.
  • Diffused disruptive behavior by verbal interventions.
  • Searched building and grounds, living quarters and work areas for contraband.
  • Conducted urinalysis tests on staff and inmates to test for illicit drugs.
  • Used weapons, handcuffs and physical force to maintain discipline and order among prisoners.
  • Implemented appropriate discipline measures following review of investigation results.
  • Developed, monitored and revised operational policies and procedures.

Correctional Sergeant

Kentucky Department of Corrections
Sandy Hook, KY
05.2006 - 05.2015
  • Monitored inmate movement within the facility to maintain security and safety of staff, inmates and visitors.
  • Supervised subordinate officers in their daily duties.
  • Assisted in training new correctional officers on proper security protocols and procedures.
  • Responded quickly to emergency situations involving riots, hostage situations, escapes or other critical events.
  • Enforced discipline among inmates according to established rules and regulations.
  • Supervised visitation and checked visitors for proper identification and contraband.
  • Oversaw mass transports, maintaining security of staff and public.
  • Used weapons, handcuffs and physical force to maintain discipline and order among prisoners.

Correctional Officer

Kentucky Department of Corrections
Sandy Hook, Kentucky
05.2005 - 05.2006
  • Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
  • Conducted regular cell inspections looking for evidence of drug use or other prohibited items that could pose a threat to security.
  • Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
  • Maintained inmate logs and entered information into electronic offender record systems for regulatory monitoring.

Education

High School Diploma -

East Carter County High School
Grayson, KY
06.1986

Skills

  • Investigative Procedures
  • Weapons Screening
  • Operational Effectiveness
  • Staffing and Scheduling
  • Security Team Leadership
  • CCTV Experience
  • Interviews and Interrogations
  • Firearms Training
  • Basic First Aid and CPR Training
  • X Ray High Scan Training
  • OSHA Training
  • Emergency Response Training
  • Physical Restraints Training
  • Pepperball Launching System

Additional Information

  • Certificate of Completion for FEMA (Emergency Management Institute) IS-00100, IS-00700, ICS-300 and ICS-400
  • Completed Taser Instructor Course M26 Advanced Taser and Taser X26
  • User Certification for Pepperball Launching System
  • Completed Basic Supervisors Course as required by the Department of Corrections
  • Completed Basic CERT (Correctional Emergency Response Team) Training. Was an active member of CERT for 4 years
  • Certificate of Commendation for responding to the Northpoint riot August 21-23, 2009 at the Northpoint Training Center
  • Trained in Hostage Negotiations
  • Trained in Security Threat Groups

Timeline

Customer Service Representative

AT&T Mobility
09.2022 - Current

Security Officer

Waldens security
10.2021 - 09.2022

Correctional Lieutenant

Kentucky Department of Corrections
05.2012 - 05.2020

Correctional Sergeant

Kentucky Department of Corrections
05.2006 - 05.2015

Correctional Officer

Kentucky Department of Corrections
05.2005 - 05.2006

High School Diploma -

East Carter County High School

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Rebecca Lewis