Veronica Sprayberry

• Monitored customer satisfaction by conducting surveys and gathering feedback post-interaction.
• Handled customer inquiries by providing clear and accurate information about products and services.
• Identified recurring issues by analyzing customer feedback and support tickets.
• File fraud and dispute claims, answer questions regarding existing claims
• Answer incoming calls ad providing high quality support to credit and debit card customers
• Perform a variety of tasks to prevent financial loss by blocking or placing security holds, placing lost/stolen statuses
  and forwarding fraud and dispute information to the appropriate parties
• Document fraud alerts
• Building case files, and escalating fraud alerts to the appropriate groups,
• Coaching advisors on current policies and procedures.

** During this time I have received numerous accolades on my work ethic, and ability to diligently complete calls for service**

• Developed comprehensive reports for management, highlighting areas of improvement and suggesting actionable solutions.
• Reduced errors by implementing standardized procedures and training staff on best practices.
• Managed multiple projects concurrently, ensuring deadlines were met without compromising quality.
• Conducted thorough operations reviews, resulting in increased productivity.
• Conducting departmental compliance reviews
• Conducting briefings with department heads
• Collect, investigate and review inmate grievances
• Conducting investigations
• Interviewing new hires, answering phone calls, customer service, data entry, training new employees and creating
  standard operating procedures for facility usage.

As the Operational Review Sergeant I conducted daily audits of MTC and TDCJ staff to ensure compliance with both state and facility policies. I oversaw the training of newly hired employees and the training of new and current employees. I ensured compliance with the state-mandated inmate grievance policy.

I was recognized as the only ORS in the state of Texas who was able to stay compliant with all state and facility policies, procedures, and practices, saving both MTC and TDCJ tens of thousands of dollars monthly in fines and fees had compliance not been met. As a result, I was entrusted and tasked with the training of other ORSs in over 100 facilities throughout the State of Texas, culminating in several million dollars in lost revenue being avoided.

• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
• Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
• Expedited document processing with accurate data entry and timely filing.

• Conducted searches and seizures according to legal guidelines, upholding suspect rights throughout the process consistently.
• Maintained detailed records of incidents, arrests, and investigations for accurate reporting purposes.
• Utilized negotiation skills in conflict resolution scenarios to de-escalate potentially dangerous situations effectively.
• Assisted in the training of new recruits, sharing knowledge and expertise on law enforcement procedures.
• Served as a liaison between law enforcement agencies, ensuring seamless cooperation during joint operations.
• Ensured compliance with department policies and procedures through consistent adherence to established guidelines.

**As a deputized correctional officer, I was quickly promoted to the rank of Corporal. As Corporal, I supervised a shift of 10 jailers and over 100 maximum security inmates. I oversaw inmate supervision, conducted daily shift briefings and duty assignments,
performed book-in procedures, transfer of inmates, organization of paperwork, and completed
paperwork for bond services, answering phone calls, investigating inmate grievances, creating incident reports, and reviewing shift documents.

I coordinated and worked with six different law enforcement agencies for the acceptance, booking, and transfer of arrestees and currently incarcerated subjects.**

• Assist staff via channels(phone, chat, email) with password maintenance,
• Answer phone calls,
  customer service,
• Troubleshoot and resolve issue including Wi-Fi connectivity, Device installation, setup, and configuration.
• Guided clients through troubleshooting steps, enhancing customer satisfaction.