Willie Oliver

• Communicates daily with staff, inmates, and visitors, maintaining professionalism.
• Defuses altercations and resolves institutional grievances informally.
• Proficient in correctional post operations and Bureau policies at FCC Coleman Medium.
• Skilled in emergency response, housing unit paperwork, and system tools such as SENTRY, BOPWare, and TruAccess.
• Maintains detailed shift logs and ensures documentation of incidents and contraband.

• Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
• Searched cells of inmates to identify and confiscate contraband and other prohibited items.
• Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
• Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
• Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
• Escorted inmates to and from cells, court, hospitals, and medical appointments.
• Conducted routine and emergency head counts.
• Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
• Prepared, processed and maintained forms, reports, logs, records, and activity journals.

• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Acted quickly during emergency situations to reduce opportunity for damage and injury.
• Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
• Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
• Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
• Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
• Reported suspicious activities and persons to law enforcement.
• Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
• Improved overall security by conducting regular patrols and monitoring surveillance systems.
• Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
• Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
• Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.

• Enhanced inmate safety by conducting thorough cell searches and confiscating contraband items.
• Effectively managed high-stress situations while maintaining professionalism, demonstrating strong leadership skills under pressure.
• Maintained order within the facility by enforcing institutional rules and regulations consistently.
• Collaborated with medical personnel to ensure proper care for inmates with health concerns or medical needs.
• Coordinated with other correctional facilities during transfers of inmates, ensuring smooth transitions between institutions without compromising security protocols.
• Increased security measures by regularly inspecting all areas of the facility for potential hazards or risks.
• Verified all prison visitors carried proper identification and had no contraband before entering institution.
• Reduced instances of inmate altercations through proactive conflict resolution strategies and mediation techniques.
• Completed daily work report sheets and delegated tasks to employees.
• Supervised dining hall, outdoor recreation area, vocational shop, and inmate housing unit.
• Handled inmate counts and searches for missing inmates.
• Supervised 2 employees and performance of tasks and managed 128 offenders.
• Conducted emergency response drills to prepare staff for various crises situations, minimizing potential harm to both staff and inmates.
• Updated documentation systems which improved accuracy in reporting incidents.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.