Shanell Moore
Houston,TX
Summary
With a proven track record at Harris County Juvenile Probation Department, I excel in facility monitoring and delivering exceptional customer service. Demonstrated ability to implement de-escalation techniques and maintain high security standards showcases my adeptness in both hard and soft skills, significantly enhancing operational efficiency and client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Detention Officer
Harris County Juvenile Probation Department
Houston, TX
10.2023 - Current
- Supervised daily activities of residents, ensuring safety and compliance with facility policies.
- Participated in emergency response drills and real situations, acting swiftly to ensure safety.
- Maintained records of incident reports and daily logs to document resident activity.
- Implemented defensive tactics and physical restraints to maintain safety and security of facility.
- Enforced facility rules and regulations, applying disciplinary measures in accordance with policies.
- Counseled residents regarding their rights, privileges, rules and regulations of the facility.
- Supervised residents during day-to-day activities.
- Transported and escorted residents to hospitals, court and other institutions.
General Clerk
Harris County Tax Office
Houston, TX
01.2023 - 09.2023
- Scanned documents into digital format for storage purposes.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Delivered messages and ran errands.
- Sorted and distributed mail to internal staff and prepared outgoing mail.
- Resolved customer inquiries in a timely manner.
- Delivered high-quality customer service through deep commitment to knowledge and performance.
- Inputted data into the company's database system.
- Answered telephones, directed calls, and took messages.
- Responded to requests by preparing and sending files and documents.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Developed organizational filing systems for confidential customer records and reports.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
- Utilized Microsoft Office Suite to generate spreadsheets, presentations.
- Operated cash register to process cash, check, and credit card transactions.
Armed Security Guard
Quality Security Services
Houston, TX
01.2022 - 07.2023
- Identified suspicious activity to determine appropriate response.
- Maintained high levels of alertness throughout shifts.
- Escorted individuals requiring personal protection to provide safe transport to specified locations.
- Remained alert at all times for potential risks posed by individuals on the premises.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
Harland Clarke
Houston, Tx
01.2022 - 01.2023
- Answered customer inquiries via phone, email, and chat.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Customer Service Associate
Home Depot
Houston, TX
01.2021 - 12.2022
- Collected deposits or payments and arranged for billing.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Addressed customer questions and concerns regarding products and services.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Performed additional duties as assigned by management team.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Updated system with order specifics and customer details, preferences, and billing information.
Education
High School Diploma -
George Washington Carver High School
Houston, TX06-2015
Some College (No Degree) - Criminal Justice
Prairie View A&M University
Prairie View, TXSkills
- Facility monitoring
- De-escalation techniques
- Surveillance
- Customer service
- Typing proficiency
- Scheduling
- Hospitality and accommodation
- Strong teamwork
Certification
- CPR Certified
Timeline
Detention Officer
Harris County Juvenile Probation Department
10.2023 - Current
General Clerk
Harris County Tax Office
01.2023 - 09.2023
Armed Security Guard
Quality Security Services
01.2022 - 07.2023
Customer Service Representative
Harland Clarke
01.2022 - 01.2023
Customer Service Associate
Home Depot
01.2021 - 12.2022
- CPR Certified
High School Diploma -
George Washington Carver High School
Some College (No Degree) - Criminal Justice
Prairie View A&M University
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