VINCENTHIA SMITH
Pflugerville,Texas
Summary
Enthusiastic Program Supervisor III with a proven track record at the Texas Department of Criminal Justice. Highly effective at supervising and training staff to accomplish program objectives.
Detail-oriented, dependable, and a team player with strong organizational skills. Demonstrates excellent customer service, problem-solving, and communication skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Program Supervisor III (Retired)
Texas Department of Criminal Justice
05.2015 - 04.2023
- Set schedules for 17 staff by planning and designating shifts and hours.
- Facilitated seamless transitions during employee absences or vacations by arranging appropriate coverage in advance, ensuring minimal disruptions to daily operations.
- Collaborated with department managers to identify optimal staffing levels and adjust schedules accordingly for improved productivity.
- Minimized schedule conflicts by proactively addressing potential issues, leading to smoother operations and reduced employee stress.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Managed a high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Delivered exceptional verbal communication abilities during phone conversations or written correspondence with clients via email or chat platforms.
- Handled escalated situations calmly by applying conflict resolution skills when dealing with challenging customers or complex issues.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Facilitated the onboarding process for new team members by providing training materials and guidance in a timely manner.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Customer Service Representative (Call Center)
Lonestar Overnight Shipping
02.2014 - 06.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Program Specialist I
Texas Department of Criminal Justice
10.2013 - 05.2015
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Acted as a liaison between the Criminal Justice Department, parole officers, and local law enforcement agencies
- Collaborated with law enforcement agencies to apprehend violators, leading to a significant decrease in recidivism rates.
- Monitored electronic tracking devices for high-risk offenders, ensuring their adherence to court-mandated restrictions on movement or contact while minimizing potential threats to public safety.
- Maintained detailed case files and documented all interactions with parolees to ensure accurate recordkeeping.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Utilized advanced computer skills to quickly and accurately input data into various software programs.
- Maintained high levels of vigilance while monitoring multiple parolees simultaneously, ensuring prompt identification of any changes.
- Managed high-volume calls, ensuring prompt and accurate responses to all inquiries related to parole status.
Administrative Assistant IV Supervisor
Texas Department of Criminal Justice
04.2011 - 10.2013
- Promoted a positive work environment through effective communication skills and fostering professional relationships among staff.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Established performance metrics for the team, consistently tracking progress toward goals and making adjustments as needed.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Administrative Assistant III TLETS Operator
Texas Department of Criminal Justice
05.2006 - 04.2011
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Answered multi-line phone systems, routed calls, delivered messages to staff, and greeted visitors.
- Modified active parole warrants, confirming active parole warrants with law
enforcement agencies in state and out of state; republishing warrants, and
withdrawing and canceling warrants. - Served as a liaison between the parole agency and law enforcement, fostering positive relationships that contributed to improved public safety outcomes.
Customer Service Collection Agent (Call Center)
Gila Group Corporation
01.2005 - 06.2006
- Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics.
- Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.
- Improved debtor repayment rates by negotiating payment plans and settlements effectively.
- Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Clerk III Communications
Board of Pardons and Paroles
05.2005 - 05.2006
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Input data into spreadsheets and databases.
- Utilized office management software to record and track offender information.
- Skilled at working independently and collaboratively in a team environment.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Review offender status in the Hearing Process, evaluate the offender to
determine the required documentation necessary for further review by the Board of Pardons and Parole.
Education
No Degree - Business Administration
Mott Community College
Flint, MichiganFlint Northwestern High School
Flint, Michigan06.1983
Skills
- Motivational Leadership
- Complex Problem-Solving
- Hiring and Recruitment Knowledge
- Shift Scheduling
- Written and verbal communication
- Proficient in Microsoft Office, Google Drive, Chat, Data Entry, and Email
- Teamwork and Collaboration
- Scheduling and Coordinating
- Customer Service
- Remote Work Experience
- Time management skills
- Multitasking and Organization
- Strong Work Ethic
Timeline
Program Supervisor III (Retired)
Texas Department of Criminal Justice
05.2015 - 04.2023
Customer Service Representative (Call Center)
Lonestar Overnight Shipping
02.2014 - 06.2015
Program Specialist I
Texas Department of Criminal Justice
10.2013 - 05.2015
Administrative Assistant IV Supervisor
Texas Department of Criminal Justice
04.2011 - 10.2013
Administrative Assistant III TLETS Operator
Texas Department of Criminal Justice
05.2006 - 04.2011
Clerk III Communications
Board of Pardons and Paroles
05.2005 - 05.2006
Customer Service Collection Agent (Call Center)
Gila Group Corporation
01.2005 - 06.2006
No Degree - Business Administration
Mott Community College
Flint Northwestern High School
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