Tracy Zamora
Pharr,TX
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success. 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. Seasoned, resourceful Correctional Officer familiar with problem-solving and crisis-management techniques necessary to effectively navigate prison environment. Detailed supervision for day-to-day inmate interactions, including recreation, leisure and work-site activity. Safety-focused dedication with results-oriented planning and protocol establishment to maintain safety for all. Innovative Manager seeking position offering opportunities for new professional and personal challenges. Self-starter with a positive, can-do attitude and the drive to learn, improve and succeed. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
19
years of professional experience
Work History
Customs and Border Protection Officer
Department of Homeland Security
Hidalgo, Texas
02.2024 - Current
- Examine vehicles for the presence of drugs, undocumented travelers, currency, and/or weapons.
- Interview individuals for possible immigration or customs violations.
- Enforce custom and immigration laws. As well as various other laws for other government agencies. Including, but not limited to, USDA, F&W, DOT, and state or local agencies.
- Arresting people with wants or warrants.
- Fingerprinting and photographing for criminal and administrative purposes. • Issuing I-94 travel permits.
- Identified fraudulent documents used in attempts to gain illegal entry into the country.
- Enforced immigration laws by interviewing travelers to determine their eligibility for entry into the country.
- Able to complete cases from start to finish in an efficient and expeditious manner.
- Coordinated detention and deportation for individuals violating country immigration laws.
- Reviewed immigration documentation for validity and asked targeted questions of each individual.
- Assessed individual eligibility for entrance into country based on paperwork, system information and direct interviews.
- Verified authenticity of travel documents such as visas, passports and customs declarations.
Senior Juvenile Correctional Officer
Evins Regional Juvenile Center
Edinburg, TX
04.2020 - 03.2024
- Paid on salary basis Full Time plus OT
- Oversaw safety and security of each youth under supervision.
- Approached conflicts and crisis situations in calm and professional way.
- Assisted with developing goals and improvement plans for each objective.
- Helped youth offenders or at-risk individuals improve abilities, behavior and emotional strength.
- Monitored and cared for youth in carefully controlled environment to promote safety.
- Demonstrated appropriate behavior, listened carefully to others and showed respect for people to promote positive influence for youngsters.
- Communicated with challenged and troubled children in effort to exact positive impact and influence.
- Reminded youngsters to diffuse anger-fueled situations by communicating effectively and talking about problems instead of lashing out.
Customer Service Representative
Maximus Call Center
Edinburg, TX
11.2019 - 04.2020
- Worked Full Time 40hrs a week plus OT
- Documented conversations with customers to track requests, problems and solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Reviewed account and service histories to identify trends and issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Correctional Officer
Texas Department Of Criminal Justice
Beeville, TX
12.2017 - 07.2019
- Full time employment paid on salary basis.
- Inspected cells and conducted random searches of common areas.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
- Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
- Detected potential threats and quickly defused conflicts.
- Maintained clear and open communications with facility areas to support safe operations.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Enforced resident behavior management protocols and drafted incident reports for infractions.
- Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
Assistant Store Manager
Party City
Edinburg, TX
02.2012 - 12.2017
- Worked full time 40+ hrs
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
- Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
Cashier
Walmart
McAllen, TX
01.2010 - 01.2012
- Worked part time no more than 37hrs
- Operated cash register, collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Met high productivity standards in processing payments for customers.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Helped with purchases, locating items and signing up for rewards programs.
- Learned roles of other departments to provide coverage and keep store operational.
- Verified customer identification for alcohol or tobacco purchases.
- Answered customer quests, provided store information and escorted to desired store areas.
- Observed company return policy when processing refunds by inspecting merchandise for wear or damage.
- Maintained professional store appearance by inspecting checkout areas and directing team members in cleaning, trash removal and other actions.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
Rink Guard
The Rink Family Fun Center
San Juan, TX
01.2010 - 12.2011
- Worked Part time no more than 25hrs.
- Conveyed rules and expectations to patrons consistent with facility policies and procedures.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
Car Hopper
Sonic Drive-In
Pharr, TX
01.2008 - 01.2010
- Worked part time no more than 25 hrs.
- Kept customer and food preparation areas clean and well-organized.
- Completed opening, closing and shift change tasks by following company guidelines.
- Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
- Verified orders and bagged items for easy transport.
- Took orders, prepared foods and processed payments in full-service establishment.
- Completed orders by making specialty shakes and ice cream desserts.
- Handled food safely to protect customers from harmful bacteria and prevent losses or delays from dropped items.
- Maintained knowledge of new offerings and upsold promotional items and specials.
- Maximized satisfaction by assisting customers with navigating menus and customizable combinations.
- Used POS system and cash register to receive payments by cash, check, credit card and voucher.
Cashier
Fantasyland Skate Center
McAllen, TX
01.2007 - 01.2009
- Worked part time no more than 25hrs.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
- Learned roles of other departments to provide coverage and keep store operational.
- Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
- Answered customer quests, provided store information and escorted to desired store areas.
- Received payments for products and issued receipts.
- Maintained professional store appearance by inspecting checkout areas and directing team members in cleaning, trash removal and other actions.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
- Devised promotional plans to target and move excess stock, high-profit items and soon-to-expire merchandise for easy sale.
Call Center Sales Representative
Ticketmaster
Pharr, TX
01.2006 - 12.2007
- Worked part time no more than 35 hrs.
- Answered inbound calls to provide information, answer questions or discuss payment options.
- Accepted inbound calls and reached out to connect with customers in need of service and support.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Answered phones and took orders with enthusiasm and delivered information regarding items to customers.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.
- Provided timely, courteous and knowledgeable responses to information requests.
- Assessed sales statistics to improve strategy and meet quotas.
Education
Some College (No Degree) - Criminal Justice
South Texas College
Mcallen, TXHigh School Diploma -
Premier High School
Mission, Tx12.2007
Skills
- Safety understanding
- Citizenship promotion
- Group supervision
- Paperwork and reporting
- Youth guidance
- Ethical standards of conduct
- Inmate rights
- Restraint techniques
- Armory and key control
- First aid and CPR certified
Languages
English
Professional
Spanish
Limited
Timeline
Customs and Border Protection Officer
Department of Homeland Security
02.2024 - Current
Senior Juvenile Correctional Officer
Evins Regional Juvenile Center
04.2020 - 03.2024
Customer Service Representative
Maximus Call Center
11.2019 - 04.2020
Correctional Officer
Texas Department Of Criminal Justice
12.2017 - 07.2019
Assistant Store Manager
Party City
02.2012 - 12.2017
Cashier
Walmart
01.2010 - 01.2012
Rink Guard
The Rink Family Fun Center
01.2010 - 12.2011
Car Hopper
Sonic Drive-In
01.2008 - 01.2010
Cashier
Fantasyland Skate Center
01.2007 - 01.2009
Call Center Sales Representative
Ticketmaster
01.2006 - 12.2007
Some College (No Degree) - Criminal Justice
South Texas College
High School Diploma -
Premier High School
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