Scyquiatta W Harris

My role consisted of:

• My role consisted of:
• Ensuring the safe and secure custody of all assigned youth within the detention facility.
• Supervising and searching detained youth during the admissions process.
• Preparing detained youth for court appearances.
• Preparing detained youth for court appearances.
• Demonstrating leadership by being a positive role model for staff, youth, and the community.
• Responsible for employee scheduling, workload evaluation, statistical record-keeping, staff training, and maintaining current CPR/First Aid/ Medication Certification.
• Transporting and escorting detained youth to medical, criminal justice, social services, and judicial facilities as needed.
• Following departmental and facility policies and procedures.
• Treating all persons with dignity and respect.

• Duties as Supervisor:
• Addressed customer inquiries to increase customer satisfaction ratings.
• Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
• Assisted customers with product inquiries and resolving complaints promptly and professionally.
• Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
• Monitored phone calls to promote better service and provide feedback.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Monitored phone calls to provide feedback and coaching.
• Coordinated with other supervisors, combining group efforts to achieve goals.
• Identified areas of improvement in the customer service process and developed strategies to address them.
• Set clear expectations and helped employees pursue optimal paths for achieving each target.
• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.

Duties as Trainer:

• Recruited, interviewed and selected employees to fill vacant roles.
• Interviewed, hired and trained staff to meet company objectives.
• Created training manuals to resolve simple and complex customer issues.
• Implemented programs designed to increase employee engagement within the team.
• Drove positive customer satisfaction levels by providing successful training to associates.
• Evaluated employee job performance and motivated staff to improve productivity.
• Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
• Recruited qualified personnel when needed for open positions within the department.
• Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
• Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
• Assisted staff with resolving complex customer issues and implementing targeted solutions.
• Issued work schedules, duty assignments and deadlines for office or administrative staff.
• Guided employees in handling difficult or complex problems.
• Provided day-to-day leadership to cultivate environment that exemplified company values.