Yarnice Y. Strange
Dublin ,GA
Summary
Customer Service Agent with experience handling customer questions, website support, and issue resolution in a high-volume service setting. Resolves complaints, prepares follow-up reports, and communicates clearly to keep requests moving toward closure. Uses customer service, writing, and problem-solving skills to support accurate, timely responses.
Overview
28
28
years of professional experience
Work History
Customer Service Agent
Sertec
09.2023 - 07.2026
- Duties:
- Assisted customers with requests, information, and website navigation
- Resolved customer complaints and documented follow-up actions
- Responded to customer inquiries
Corrections Program Coordinator P11
Macomb Correctional Facility
01.2021 - 06.2023
- Duties:
- Delivered Michigan Domestic Violence Prevention Programming (MI-DVP) to enhance participant awareness and understanding of domestic violence issues.
- Coordinated program schedules and activities to ensure compliance with facility regulations.
- Developed training materials for staff on program implementation and operational procedures.
- Managed communication between various departments to facilitate smooth program execution.
Acting Departmental Analyst
Detroit Detention Center
06.2020 - 01.2021
- Litigation Coordinator
- Freedom of Information Act Coordinator
- Americans with Disabilities Act Coordinator
- Deaf and/or Hard of Hearing Coordinator
- Monitored the contractual cleaning crew
- Organized and developed detainee property procedures
- Maintained process for verifying close contacts for COVID detection, enhancing public health safety
- Conducted investigations to address issues and ensure regulatory compliance
Corrections Program Coordinator P11
Detroit Reentry Center
11.2018 - 06.2020
- Duties:
- Delivered Michigan Domestic Violence Prevention Programming (MI-DVP) to educate participants on effective prevention strategies
- Instructed Strategies for Thinking Productively classes to enhance critical thinking skills among participants
- Assisted in COVID prevention and facility relief efforts to ensure health and safety of staff and residents
Resident Unit Manager
Thumb Correctional Facility
05.2017 - 11.2018
- Supervised Assistant Resident Unit Supervisors, Prison Counselors and Housing Unit Officers.
- Taught, managed, mentored, and guided staff to enhance team capabilities
- Participate in Security Classification Committee
- Conducted audits to ensure compliance and improve operational standards
- Write and Develop Housing Unit Post Orders
- Develop Operating Procedures for HYTA programming
- Oversee Gate Pass Eligible prisoners
- Conduct Investigations
- Prepare Employee Service Ratings
- Develop and assign Work Groups
- Participated in Mental Health Treatment Team meetings
- Assist Deputy Warden with special projects and any additional items
Assistant Resident Unit Supervisor
Thumb Correctional Facility; Macomb Correctional Facility; Muskegon Correctional Facility
02.2012 - 05.2017
- Supervised the Residential Treatment Service (Mental Health) Unit
- Acted as administrative assistant, supporting operational efficiency within the unit
- Mentoring Resident Unit Officers
- Served as Prisoner Transfer Coordinator
- Served as Acting Administrative Assistant
- Assisted in Prisoner Court and Parole Board Hearings
- Maintained compliance with facilities House Keeping Plan
- Participated in mental health treatment team meetings, contributing to collaborative care strategies for residents
- Participated in Mental Health Treatment Team meetings
- Facilitated prisoner Michigan Prisoner Re-entry Initiative courses, enhancing inmates' readiness for successful reintegration
- Facilitated prisoner Michigan Prisoner Re-entry Initiative courses
- Serving as a Harassment Counselor
- Preparing Employee Service Ratings
- Completed the duties of a Prison Counselor (listed below)
Prison Counselor
St. Louis Correctional Facility
12.2002 - 05.2003
- Duties:
- Maintained prisoner case histories to support rehabilitation and made necessary referrals to appropriate services
- Completed Security Classification Screens to assess prisoner risk levels and inform custody decisions
- Completed Parole Eligibility Reports & Time Reviews
- Completed Security Classification Screens for Prisoners
- Addressed prisoner counseling needs and issues to facilitate personal development and improve behavior
Corrections Program Coordinator P9 & P10
Central Michigan/St. Louis Correctional Facility
04.1998 - 12.2002
- Duties:
- Coordinated Parole Board Hearings
- Organized and Facilitated Substance Abuse and Self-Help Courses
- Developed Operating Procedures for Prisoner Programming
- Planned and executed special events for the facility, fostering community engagement and inmate morale
- Served as Volunteer Coordinator
- Supervised Video Production and lead the Movie Selection Committee
- Developed weekly activity schedules for the facility
- Assisted in the School’s Pre-Release program
- Processed prisoner Law Library request in the Segregation Unit
Education
Bachelor of Science - Psychology with Minor in Criminal Justice
Alabama State University
Montgomery, ALDiploma - Business Administration
Cass Technical High School
Detroit, MISkills
- Customer service
- Effective communication
- Complaint resolution
- Customer follow-up
- Conflict de-escalation
- Decision making
- Problem solving
- Organization
- Case documentation
- Report writing
- Help desk ticketing
- Quality assurance monitoring
- Service level agreements
- Knowledge base management
- Escalation management
Timeline
Customer Service Agent
Sertec
09.2023 - 07.2026
Corrections Program Coordinator P11
Macomb Correctional Facility
01.2021 - 06.2023
Acting Departmental Analyst
Detroit Detention Center
06.2020 - 01.2021
Corrections Program Coordinator P11
Detroit Reentry Center
11.2018 - 06.2020
Resident Unit Manager
Thumb Correctional Facility
05.2017 - 11.2018
Assistant Resident Unit Supervisor
Thumb Correctional Facility; Macomb Correctional Facility; Muskegon Correctional Facility
02.2012 - 05.2017
Prison Counselor
St. Louis Correctional Facility
12.2002 - 05.2003
Corrections Program Coordinator P9 & P10
Central Michigan/St. Louis Correctional Facility
04.1998 - 12.2002
Diploma - Business Administration
Cass Technical High School
Bachelor of Science - Psychology with Minor in Criminal Justice
Alabama State University