Yolanda Y Gordon
Cleveland,OH
Overview
38
38
years of professional experience
Work History
Probation Officer
Cleveland Municipal Court
03.1993 - 08.2025
- Conducted comprehensive assessments of offenders to evaluate risk factors and develop rehabilitation plans.
- Monitored compliance with court orders, providing regular updates to stakeholders and legal professionals.
- Facilitated communication between probationers and social service agencies for support resources.
- Prepared detailed reports on offender progress, ensuring accuracy and adherence to legal standards.
- Implemented intervention strategies to address behavioral issues, promoting positive lifestyle changes.
- Coordinated community service placements for probationers, fostering accountability and skill development.
- Maintained compliance with all legal statutes, policies and procedures.
- Determined appropriate supervision levels by conducting risk and needs assessments.
- Established productive relationships with local law enforcement agencies, enhancing information sharing and cooperation.
- Increased efficiency in caseload management through the use of advanced technology tools such as electronic monitoring devices and case management software systems.
- Maintained organized offender records and documentation in compliance with department and legal standards.
- Participated in ongoing professional development opportunities to stay current on best practices in the field of community corrections.
- Evaluated people on probation to determine best course of rehabilitation.
- Wrote progress reports and testified under oath at court hearings.
- Ensured compliance with court-ordered sanctions by closely monitoring probationers'' adherence to conditions of release.
- Conducted investigations into violations and other allegations.
- Supervised offenders to reduce risk to community.
- Upheld legal standards by maintaining current knowledge on laws, policies, procedures related to probationary practices.
- Screened offender referrals and completed intake interviews and paperwork.
- Mentored new probation officers, sharing knowledge and expertise to ensure their success in managing caseloads effectively.
- Monitored defendants' compliance and progress in treatment by reviewing reports from counseling agencies.
- Conducted thorough pre-sentence investigations and prepared detailed reports for the courts, aiding informed decisionmaking.
- Improved community safety through proactive risk assessment and management of high-risk offenders.
- Interpreted data from various assessment tools to determine appropriate level of supervision.
- Handled over Number full-cycle caseloads per month.
- Collaborated with treatment providers to ensure seamless delivery of services for probationers, resulting in improved outcomes.
- Employed appropriate incentives and sanctions to achieve desired behaviors and outcomes.
- Facilitated positive behavior change by delivering evidence-based intervention programs to probationers.
- Developed effective communication skills while interacting with diverse populations including offenders, their families, court personnel, and community partners.
- Promoted a culture of accountability among probationers by setting clear expectations for behavior and promptly addressing violations when necessary.
- Suggested special community service rehabilitation programs to help further support offenders.
- Conducted community outreach initiatives to raise public awareness of available resources and services, fostering positive relationships between probation officers and the communities they serve.
- Served as a liaison between the courts, social service agencies, victims, witnesses, families of offenders and community organizations to streamline the probation process.
- Maintained accurate records of probationers'' progress, ensuring timely updates to relevant stakeholders.
- Assisted in the development of departmental policies and procedures to improve overall effectiveness in supervising offenders under community supervision.
- Performed both pre-sentence and pre-parole investigations.
- Researched each case thoroughly to strengthen case outcomes.
- Enhanced offender rehabilitation by developing and implementing comprehensive case management plans.
- Performed thorough legal research to strengthen case arguments.
- Initiated crisis intervention by following official crisis communication plans and training.
- Verified social and legal history information of individual probationers.
- Reduced recidivism rates through diligent supervision and monitoring of probationers'' activities.
- Completed reports on behalf of court and associated legal entities.
- Referred felony and misdemeanor offenders to necessary community resources.
- Interpreted legal concepts and issues to complete and close out cases.
- Provided court testimony to support court decisions.
- Arranged substance abuse rehabilitation for offenders.
- Coordinated and worked closely with law enforcement, social service agencies and mental health providers.
- Served as court liaison by attending court hearings and presenting reports and recommendations.
- Conducted pre-sentence investigations by doing in-depth research and compiling police reports.
- Developed case reports detailing inmate history and likelihood of committing another crime.
- Monitored inmates' progress using questionnaires and psychological testing.
Customer Service Representative
Bridgestone Firestone
01.2014 - 01.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while ensuring consistent service quality and adherence to company policies.
- Trained new staff on customer service protocols, enhancing team performance and knowledge retention.
- Streamlined complaint resolution processes, improving response times and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
Sales Associate
I.D. Clothing Store
06.1987 - 09.1988
- Delivered exceptional customer service, enhancing shopping experience and fostering repeat business.
- Assisted customers in product selection, utilizing strong knowledge of inventory to drive sales.
- Processed transactions accurately and efficiently, maintaining cash register integrity and accuracy.
- Collaborated with team members to achieve store sales goals through effective merchandising strategies.
- Trained new associates on store policies, procedures, and customer engagement techniques.
- Monitored inventory levels, facilitating timely restocking to ensure product availability for customers.
- Conducted regular visual merchandising updates to align with brand standards and seasonal promotions.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty through effective problem-solving skills.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Collaborated with team members to achieve monthly sales targets.
- Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
- Initiated clienteling approach to build strong relationships with key customers, encouraging repeat business.
- Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
- Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
- Increased customer loyalty with personalized shopping experiences and attentive service.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Developed strong rapport with customers and created positive impression of business.
- Recommended complementary purchases to customers, increasing revenue.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Performed cash, card, and check transactions to complete customer purchases.
Education
Master of Science -
Timeline
Customer Service Representative
Bridgestone Firestone
01.2014 - 01.2021
Probation Officer
Cleveland Municipal Court
03.1993 - 08.2025
Sales Associate
I.D. Clothing Store
06.1987 - 09.1988