William Wolf
Rio Rancho,NM
Summary
Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers while achieving all individual sales goals. Expertise in coordinating 15-member customer service team and developing programs to enhance productivity. Friendly and efficient Lieutenant devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding Correctional standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Cheerful and upbeat Lieutenant with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues. Personable and dedicated Customer Service Representative with extensive experience in Lieutenant industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Securty Patrol Office
Allied Universal Security Services
Albuquerque, NM
04.2023 - Current
- Patrol and maintain 9 sites, set alarms, and respond to active alarms.
- Use Heliaus on the phone to scan tag to complete tour and complete a DAR
Correctional Lieutenant
Sandoval County Detention center
Bernaillio, NM
03.2014 - 03.2023
- Supervised and made cell assignments
- Monitored all disciplinary and medical lockups every 30 minutes
- Coordinated shakedowns to locate and remove unauthorized items
- Assigned and monitored training needs of subordinate staff members to close knowledge and performance gaps
- Assigned daily tasks and responsibilities to employees and filled out daily work logs
- Managed 15 employees and supervised 85 offenders in [Detention] prison facility
- Notified medical staff of inmates requiring medical attention and submitted proper incident reports
- Kept team on track by assigning and supervising their activities and giving constructive feedback
- Defined strategies and created a plan to achieve ambitious operational objectives
- Motivated and encouraged team members to communicate more openly and constructively with each other
Correctional Officer
Geo Group Inc.
Big Spring, TX
01.2013 - 02.2014
- Promoted safety, order and functionality of Prison facility
- Observed and directed inmates during recreation, visits, telephone and shower time
- Assigned inmates to open and appropriate housing units
- Conducted internal security checks to ascertain inmate safety
- Reviewed housing assignments and reassigned inmates to meet allocation and safety needs
- Supervised residents during meal distribution and intake, recreation time and work-site performance
- Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict
- Maintained clear and open communications with all facility areas to support efficient and safe operations
- Maintained correct physical head count at all times
- Implemented defensive tactics and physical restraints to maintain safety and security of Prison facility
- Supervised inmates during day-to-day activities
- Maintained daily logs of shift activity
- Inspected cells and conducted random searches of common areas
- Assisted in restraining violent and unruly inmates
- Attended regular trainings and maintained appropriate certifications
Correctional Lieutenant
Hudson Correctional Facility
Hudson, CO
03.2011 - 01.2014
- Coordinated shakedowns to locate and remove unauthorized items
- Assigned and monitored training needs of subordinate staff members to close knowledge and performance gaps
- Assigned daily tasks and responsibilities to employees and filled out daily work logs
- Managed 50 employees and supervised 1800 offenders in Correctional prison facility
- Supervised visitation and checked all visitors for proper identification and contraband
- Notified medical staff of inmates requiring medical attention and submitted proper incident reports
- Kept team on track by assigning and supervising their activities and giving constructive feedback
- Recognized by management for providing exceptional customer service
Call Center Representative
Core BTS.Inc
Denver, CO
01.2010 - 02.2010
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Documented customer inquiries and feedback, including service delivery suggestions in company database
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
- Achieved high sales percentage with consultative, value-focused customer service approach
- Explained key information regarding products and services to customers to encourage informed decision-making
- Documented conversations with customers to track requests, problems and solutions
- Completed up to 20 outgoing calls per day according to assigned call list
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
Education
Some College (No Degree) - Criminal Justice
Parks College
Thornton, COSkills
- Officer training
- Inmate transport
- Security procedures
- Conflict management
- Body searches
- Inmate movement control
- Computer skills
- Weapons training
- Search and seize procedures
- Central control
Timeline
Securty Patrol Office
Allied Universal Security Services
04.2023 - Current
Correctional Lieutenant
Sandoval County Detention center
03.2014 - 03.2023
Correctional Officer
Geo Group Inc.
01.2013 - 02.2014
Correctional Lieutenant
Hudson Correctional Facility
03.2011 - 01.2014
Call Center Representative
Core BTS.Inc
01.2010 - 02.2010
Some College (No Degree) - Criminal Justice
Parks College
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