Shamika Saunders
Petersburg,VA
Summary
Strategic leader in correctional facility operations with proven skills in decision-making and conflict resolution, enhancing safety and compliance. Detail-oriented office specialist with expertise in communication and customer service, focused on maintaining compliance, managing documentation, and fostering positive inmate interactions to optimize facility operations.
Overview
10
10
years of professional experience
Work History
Senior Office Specialist
FCC Petersburg
Petersburg, VA
03.2025 - Current
- Monitored inmate activity and ensured compliance with facility regulations.
- Conducted regular inspections of cells and common areas for safety and security.
- Maintained accurate logs of incidents, inmate movements, and daily activities.
- Collaborated with staff to enforce rules and maintain order within the facility.
- Facilitated positive behavior and conflict resolution through direct engagement with inmates.
- Compiled detailed reports on inmate behavior and interactions for supervisor review, enhancing communication and oversight.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Oversaw prisoners during meals, recreation, work assignments, medical visits, court appearances, and other activities to ensure safety and compliance.
- Employed de-escalation techniques, verbal commands, and physical and mechanical restraints to address unruly inmates.
Booking Sergant
Riverside Regional Jail
Prince George, Virginia
09.2016 - 02.2025
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Proposed innovative ideas and solutions that improved team performance and outcomes.
- Completed day-to-day duties accurately and efficiently.
- Resolved customer issues with knowledgeable and friendly service, enhancing customer satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Ensured compliance with safety protocols and security procedures during shifts.
- Conducted regular inspections of facility to identify safety hazards and security risks.
- Trained new correctional officers on policies, procedures, and emergency protocols.
- Provided direct supervision to subordinate staff, ensuring adherence to safety and security protocols.
- Coordinated with law enforcement agencies on investigations of criminal activity by inmates.
- Compiled routine adjustment reports with staff input to prepare parole eligibility documentation.
- Issued remediation to staff for non-adherence to housing unit policy and procedure.
- Participated in parole hearings when requested by the Board of Parole Hearings.
Customer Care Representative
Maxmius
Chester, Virginia
11.2020 - 09.2021
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints, ensuring timely and professional solutions that improved customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Participated in training sessions to enhance product knowledge, contributing to more informed customer interactions.
- Educated customers on company policies and procedures effectively.
- Collaborated with team members to streamline service delivery processes, leading to a more cohesive customer experience.
- Processed orders and managed customer accounts efficiently.
- Provided product information to assist customers with purchasing decisions.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
Education
Associate of Applied Science - Medical Assistant
ECPI College of Technology Medical Careers
Richmond, VA11-2010
Skills
- Office administration
- Calendar management
- Document management
- Report generation
- Microsoft Office Suite
- Call management
- Task prioritization
- Decision-making
- Office compliance standards
- Advanced communication
Timeline
Senior Office Specialist
FCC Petersburg
03.2025 - Current
Customer Care Representative
Maxmius
11.2020 - 09.2021
Booking Sergant
Riverside Regional Jail
09.2016 - 02.2025
Associate of Applied Science - Medical Assistant
ECPI College of Technology Medical Careers