Shemica Bacon
Jackson,MS
Summary
Committed, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Conduent
Madison, MS
11.2018 - 08.2019
- Managing individual computerized systems in a call center environment
- Acknowledge customer inquiries and complaints regarding records, billing, healthcare and orders
- Provide customer with guidance and reference in claims and enrollment
- Produce the highest level of professional customer service with each interaction
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Case Manager
Walnut Grove Youth Correctional Facility
Walnut Grove, MS
09.2003 - 08.2008
- Assist with inmates 14 to 22 years old
- Keep up with inmate’s sentence
- Responsible for explaining inmates sentence to them
- See all inmates that are on my caseload once a month
- Enter data into the computer for inmates/about inmates
- Make sure that inmates receive all time they were eligible for during incarceration
- Developed and implemented comprehensive case management plans to address inmates needs and goals when released from prison.
- Read inmates sentence orders
- Coordinated individualized discharge plans to manage safe transition back into community and home environments.
- Interviewed inmates to obtain information and assess needs.
Correctional Officer
Walnut Grove Youth Correctional Facility
Walnut Grove, MS
06.2003 - 09.2003
- Assist with inmates 13 to 21 years old
- Made sure inmates were dressed properly and received everything they needed
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Enforced rules and regulations to maintain order among inmates.
- Keep record of daily activities
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Conducted routine and emergency head counts.
- Assisted in development of procedures and policies to maintain peace and order in facility.
Education
Bachelor of Science - Criminal Justice, Juvenile Justice
Jackson State University
Jackson, MSSkills
- Software/System Skills
- Microsoft Office (Word, Excel, Document Imaging and Scanning, Outlook)
- 10-key
- Data entry/processing
- Answering telephones
- Customer Service
- Filing
- Faxing
- Emailing
- PowerPoint
- Database Management
References
Available upon request
Timeline
Customer Service Representative
Conduent
11.2018 - 08.2019
Case Manager
Walnut Grove Youth Correctional Facility
09.2003 - 08.2008
Correctional Officer
Walnut Grove Youth Correctional Facility
06.2003 - 09.2003
Bachelor of Science - Criminal Justice, Juvenile Justice
Jackson State University
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