Sue Anderson
Columbia,MO
Summary
Focused Correctional facilities professional versed in maintaining safety and order in high-tension environments. Completes head counts and cell inspections to meet objectives and promote continuous safety.
Overview
12
12
years of professional experience
Work History
Correctional Officer
Dept Of Corrections
Columbia, MO
03.2019 - 08.2024
- Maintained detailed logs of inmate behavior, incidents, and daily activities.
- Applied non-violent response tools and physical restraint during problematic situations.
- Used appropriate means to discipline prisoners.
- Implemented rehabilitation programs aimed at reducing recidivism among inmates.
- Monitored conduct of prisoners in housing unit or during work or recreational activities to prevent escape or violence.
- Maintained records of prisoners' identification and charges.
- Coordinated activities with inmates to stimulate learning and skill development for life after incarceration.
- Conducted searches of inmates and visitors to prevent the smuggling of contraband.
- Supervised inmate activities, including meals, recreation times, and work assignments.
- Inspected locks, window bars, doors, and security systems to support escape prevention.
- Facilitated communication between inmates and facility staff, including relaying requests and grievances.
- Managed conflict and negotiated resolutions between inmates to prevent violence and ensure the safety of all individuals in the facility.
- Reviewed incident reports submitted by subordinates concerning violations of policy or procedure observed during shift changes.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Maintained inmate logs and entered information into electronic offender record systems for regulatory monitoring.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
- Searched prisoners and vehicles and conducted shakedowns of cells for valuables and contraband.
- Conducted headcounts to ensure that all inmates were accounted for.
- Detected potential threats and quickly defused conflicts.
- Maintained clear and open communications with facility areas to support safe operations.
- Participated in the development and implementation of escape prevention plans and emergency evacuation procedures.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Administered first aid when required due to injury or illness sustained by an inmate while under supervision.
- Escorted inmates within the facility, including to and from cells, medical appointments, and recreational activities.
- Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
- Served meals and dispensed medications to inmates.
- Conducted fire, safety and sanitation inspections.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
- Provided first response medical care in emergency situations until professional medical staff could take over.
- Conducted regular cell inspections looking for evidence of drug use or other prohibited items that could pose a threat to security.
- Implemented defensive tactics and physical restraints to maintain safety and security of facility.
- Counseled inmates and responded to legitimate questions, concerns and requests.
- Enforced institutional policies and procedures to maintain order and security within the correctional facility.
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Responded to emergencies and incidents, such as fights or attempted escapes, using appropriate restraint techniques.
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Performed head counts, checking cells for missing inmates.
- Provided guidance and counseling services to help inmates adjust to their new environment and develop life skills needed upon release from prison.
- Inspected cells and other areas for contraband and safety hazards.
- Provided supervisors oral and written reports of work performed by inmates, inmate disturbances and rule violations.
- Inspected cells and conducted random searches of common areas.
- Participated in training sessions to stay current on best practices in corrections and emergency response.
- Investigated incidents involving prisoners or staff to determine who was responsible for any violations of policies or procedures.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Assisted in the processing of new inmates, including taking photographs, collecting personal information, and explaining facility rules.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
- Trained new correctional officers on facility procedures, safety protocols, and the ethical treatment of inmates.
- Responded to emergency situations such as riots or disturbances with appropriate force measures.
- Recognized by management for providing exceptional customer service.
Customer Service Representative
Petco
Columbia,mo, MO
01.2013 - 01.2019
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Supported sales team members to drive growth and development.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Collected deposits or payments and arranged for billing.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered customer inquiries via phone, email, and chat.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided exceptional customer service to ensure customer satisfaction.
- Strengthened customer retention by offering discount options.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Oversaw warranty counseling process to manage expense controls.
- Mentored junior team members and managed employee relationships.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Implemented innovative methods for streamlining the customer service process.
- Provided accurate information about products and services to customers.
- Provided top quality control and eliminated downtime to maximize revenue.
- Excelled in exceeding daily credit card application goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Promoted available products and services to customers during service, account management and order calls.
- Developed strong customer relationships to encourage repeat business.
- Contacted customers about potential service upgrades, new services and account changes.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Prevented key account losses by researching discrepancies and correcting problems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Completed routine maintenance and repair.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed inventory and supplies to ensure materials were available when needed.
Education
Bachelor of Arts - Education
Kean College
Massachusts06-2005
Skills
- Incident prevention
- Dispatch
- Non-violent intervention
- Work crew management
- Crisis prevention intervention (CPI)
- Restraint techniques
- Inmate supervision
- Evidence preservation
- Safety and security enforcement
- First aid training
- CCTV monitoring
- Negotiation
- Staff management
- Search procedures
- Cultural sensitivity
- Inmate behavior modification tactics
- Firearms proficiency
- Relationship building and management
- Trained in defensive tactics
- Inmate rights
- Central and pod control
- Facility maintenance
- Suicide prevention
- Occupational hazards and safety precautions
- First aid and CPR certified
- Facility security
- Regulation compliance
- Ethical standards of conduct
- Continuing education
- Behavioral disorders
- Integrity maintenance
- Emergency management
- Safety
- Self-defense tactics
- Self-defense techniques
- Policy enforcement
- Correctional facility procedures
- Security procedures
- Gang awareness
- Search and seize procedures
- Strategic planning and organization
- Program coordination
- Crisis management
- Conflict resolution skills
- Excellent problem solver
- Contraband seizure
- Contraband inspections
- Observation techniques
- De-escalation techniques
- Contraband detection
- Firearm operations trained
- Stress tolerance
- Mental health awareness
- Mentorship
- Search and seizure procedures
- Observation
Timeline
Correctional Officer
Dept Of Corrections
03.2019 - 08.2024
Customer Service Representative
Petco
01.2013 - 01.2019
Bachelor of Arts - Education
Kean College