Completed intake paperwork, rules overview and searches. Conducted head counts and roll calls. Discussed with offenders links between criminal behavior and anger management problems or drug and alcohol abuse. Completed maintenance checks and reported results to management. Supervised youth's daily activities, including school, meals and recreation time. Prepared, processed and maintained forms, reports, logs, records and activity journals. Received and accounted for personal possessions and determined inmate work assignments. Observed and supervised inmates throughout visits, meal time, recreation, phone calls and showers. Restrained juvenile inmates when disturbances required physical intervention. Observed behavior of residents individually and in groups. Escorted inmates to and from cells, court, hospitals and medical appointments. Oversaw on average 35-40 juveniles in correctional residential facility setting throughout the building.

Politely assisted customers in person and via telephone. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Asked open-ended questions to assess customer needs. Mastery of customer service management systems and databases. Successfully used Microsoft Office to document data and paperwork.

Detected suspicious activities and watched for criminal acts and rule infractions. Monitored and authorized entrance and departure of employees and visitors. Circulated among visitors, patrons and employees to preserve order and protect property. Monitored central alarm system for fire, intrusion, and duress alarms and responded when needed.

Knowledge of keying out sales and updated sales cases. Proper knowledge of SalesForce, FleetNet, Docusign, Service Net, Rental Net, and AS400. Expert in Microsoft Office (10+ years experience). Building a professional relationship with customers. Provided exceptional customer service to clients. Properly explained the sales process to new customers. Corresponded with follow ups accordingly. Properly escalated situations to the correct supervisor and manager. Followed up with the Penske shop to get updates on units. Informed customers of any and all updates pertaining to their unit(s) and/or payment. Knowledge of documents such as OOSA, Guaranty of Title, Bill of Sales/Invoices, Final Inspection Forms and Prep-For-Sale Forms. Knowledge of upselling on sales using warranty. Produced a Gain-On-Sale of approximately $60,000 since starting cases.