Roneisha Goode

Correctional Sergeant

Beaumont Juvenile Correctional Center

Powhatan , VA

06.2004 - 12.2012

Organized recreational activities for inmates designed to improve morale within the facility.
Conducted scheduled headcounts to verify presence of prisoners.
Settled disputes between inmates.
Conducted entire facility population as well as population counts of over one hundred plus inmates.
Wrote and logged manually all movements of staff and inmates.
Individually operated computer systems and alerts to control all opening and closing of all entrances and exits of staff and inmates.
Investigated allegations of misconduct by inmates and staff members.
Inspected conditions of locks, window bars and doors at correctional facilities to verify security and prevent escapes.
Established effective working relationships with local law enforcement agencies when necessary.
Addressed complaints from visitors concerning potential violations of prison policy or procedure.
Provided guidance and counseling to inmates regarding personal issues or problems they may be facing while incarcerated.
Assigned and monitored training needs of subordinate staff members to close knowledge and performance gaps.
Collaborated with medical personnel in determining appropriate treatment plans for mentally ill inmates.
Ensured compliance with departmental policies, regulations and procedures.
Conducted random searches for contraband items such as weapons or drugs.
Oversaw facility operations when monitoring laundry services, meal preparation and service, prisoner escorting and video surveillance.
Promoted safety, order, and functionality of facility.
Interacted with community organizations to facilitate reintegration programs for released inmates.
Scheduled and logged all off campus transportation operations.
Trained and mentored new oncoming staff.
Conducted annual progress reports and evaluations of staff.
On unit counseling and working closely with licensed behavioral and mental health staff..
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Audited customer account information to identify issues and develop solutions.
Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
Implemented quality control measures to uphold company standards.
Organized client contracts, records, and reports to strengthen traceability.
Explained benefits, features, and recommendations to maximize client retention.
Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
Organized team activities to build camaraderie and foster pleasant workplace culture.
Resolved customer inquiries and complaints requiring management-level escalation.
Recruited and trained new employees to meet job requirements.
Monitored phone calls to provide feedback and coaching.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Led team engagement to assist cross-functional departments and achieve goals.
Delivered continuous training to associates to maximize performance and customer relations skills.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Reviewed completed work to verify consistency, quality, and conformance.
Developed policies and procedures related to customer service operations.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Developed and implemented strategies for providing excellent customer service experience.
Evaluated individual and team business performance and identified opportunities for improvement.
Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Produced thorough, accurate and timely reports of project activities.
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Conducted regular training sessions for staff on new products, services, and customer service techniques.
Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Conducted training and offered staff development opportunities to decrease process lags.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Planned and led team meetings to review business results and communicate new and ongoing priorities.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Interviewed prospective employees and provided input to HR on hiring decisions.
Evaluated employee job performance and motivated staff to improve productivity.
Delegated work to staff, setting priorities and goals.
Mediated conflicts between employees and facilitated effective resolutions to disputes.
Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Upheld quality control policies and procedures to increase customer satisfaction.
Proposed or approved modifications to project plans.
Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Created reports on customer feedback, complaints, and suggestions for management review.
Provided exceptional customer service to ensure customer satisfaction.
Evaluated and authenticated returns, exchanges and voids.
Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Achieved cost-savings by developing functional solutions to problems.
Contributed innovative ideas and solutions to enhance team performance and outcomes.
Operated equipment and machinery according to safety guidelines.
Updated and maintained databases with current information.
Assisted with customer requests and answered questions to improve satisfaction.

Summary

Overview

Work History

Correctional Sergeant

Education

Bachelor of Science - Health Science (Registered Nursing Program)

Skills

References

Timeline

Correctional Sergeant

Bachelor of Science - Health Science (Registered Nursing Program)

Similar Profiles

Samantha CarterSamantha Carter

Donnetta PayneDonnetta Payne

Latoya HendersonLatoya Henderson