Customer Service Management
Resume:
Robbin Morton
Email: abpk01@r.postjobfree.com
Address: **** ***** ***
City: Rockville
State: MD
Zip: 20851
Country: USA
Phone: 202-***-****
Skill Level: Management
Salary Range: $65,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
WORK EXPERIENCE:
Maryland Department of Public Safety and Correctional Services
07/2011 to Present
Rockville, MD
$43,000 per year
USA
Average hours per week: 40
Parole and Probation Senior Agent
Supervisor: J. Kyle Forney
Phone: 301-***-****
Facilitate public safety and the judicial process by acting in concert with and as intermediary between Parole and Probation, Law Enforcement, various treatment providers, and the Maryland District and Circuit Courts, attending all violation of probation hearings, managing a caseload of 300+ Parolee/Probationer cases as Senior Parole and Probation Agent for Maryland Department of Public Safety and Correctional Services.
ASSESSMENT/RECOMMENDATION: Enforcing the parameters of parole/probation through networking and conferencing with various assessment teams and treatment providers to determine the efficacy of substance abuse treatment in its myriad forms, assure prosocial employment goals and suggest opportunities for education and employment particularly when timely payment of restitution is required, monitor alcohol and other drug abstention via urinalysis and breathalyzer testing; scheduled and random. In the event of violations of probation, submit concise, factual written reports to the Court detailing the nature of the violation, requesting warrants for arrest or summons, making recommendations/requests to the Court regarding detention without bond when necessary, attend hearings, testify, and offer and support situation specific and appropriate recommendations to the Court regarding sentencing and/or revocation of probation or parole in court as well as via pre-court meetings and discussions with Assistant State Attorneys, private and public Defense attorneys, treatment specialists, and psychologists/psychiatrists. Review all aspects of an offenders background (developmental, criminal, psychological, educational, social), making note of both qualifying and disqualifying information with regard to potential disposition recommendation following any violation of probation.
SENSITIVE INFORMATION/SITUATION:
Maintain prudent balance of perspective between various agency responses to information, and design and implement courses of action to accommodate apparent mutual exclusivity of disparate goals such as a judges zero-tolerance preference for cases of substance abuse relapse, the Divisions perception of relapse as a criminal occurrence properly recommended for incarceration, and Treatment's view of relapse as part of the recovery process. Proactively advocate for alternative provisions, such as incarceration, in-patient treatment, or relocation for convicts and ensuring the safety of witnesses providing testimony and evidence that jeopardizes their lives.
INTERPRETATION/ADVISEMENT: Provide explanations of Division policy as subject matter expert from prior management of the Divisions Violence Prevention Initiative and Drug Court zero-tolerance paradigms, as yet relatively new to attorneys and other police officers in Maryland.
ACCOMPLISHMENTS:
Promoted 7/1/2011 to Senior Agent managing 300+ cases subsequent to prior successful management of the Montgomery County Maryland Adult Drug Court offenders and previous position as Parole and Probation Agent II managing a special caseload of Violent Offenders.
Maryland Department of Public Safety and Correctional Services
03/2010 to 07/2011
Rockville, MD
$34,000 per year
USA
Average hours per week: 40
Drug Court Liaison Officer/Agent II
Supervisor: J. Kyle Forney
Phone: 301-***-****
Facilitate the judicial process by acting as intermediary between Parole and Probation, Law Enforcement, and the Montgomery County Adult Drug Court, attending all sessions of the Drug Court, maintaining caseload of 100+ individuals while concurrently managing Parolee/Probationer cases as Parole and Probation Agent II for Maryland Department of Public Safety and Correctional Services.
ASSESSMENT/RECOMMENDATION: Assess individuals for Drug Court admission; discuss findings with the Drug Court Team consisting of the Drug Court judge, Assistant State Attorney, the Public Defender, treatment specialists, and psychologists/psychiatrists. Review all criminal aspects of an offenders background (developmental, criminal, psychological, educational, social), making note of both qualifying and disqualifying information. Apply Drug Court guidelines to determine eligibility of parolees and probationers interested in enrolling in Drug Court.
SENSITIVE INFORMATION/SITUATION:
Maintain prudent balance between various agency responses to the same information, and design and implement courses of action to accommodate apparent mutual exclusivity of disparate goals such as a judges zero-tolerance preference for cases of substance abuse relapse, the Divisions perception of relapse as a criminal occurrence properly recommended for incarceration, and Drug Courts view of relapse as part of the recovery process. Proactively advocate for alternative provisions, such as incarceration, in-patient treatment, or relocation for convicts and ensuring the safety of witnesses providing testimony and evidence that jeopardizes their lives.
INTERPRETATION/ADVISEMENT: Provide Drug Court explanations of Division policy as subject matter expert from prior management of the Divisions Violence Prevention Initiative and zero-tolerance paradigms, as yet relatively new to attorneys and other police officers in Montgomery County, Maryland.
ACCOMPLISHMENTS:
- Promoted 3/1/2010 to liaison to Montgomery County Maryland Adult Drug Court from previous position as Parole and Probation Agent II managing a special caseload of Violent Offenders.
Maryland Department of Public Safety and Correctional Services
09/2007 to 03/2010
Maryland Department of Public Safety and Correctional Services
$32,000 per year
Rockville, MD USA
Average hours per week: 40
Parole and Probation Agent II
Supervisor: Kyle Forney
Phone: 301-***-****
Monitored behavior of criminals to ensure public safety, recommending, supporting, and defending, according to the law, incarceration for parolees and probationers whose behavior threatens, or highlighting behavior that has the potential to threaten, public safety or is otherwise non-compliant in terms of their case disposition and sentencing. Managed a specialized caseload of 40+ Violent Offenders, supervising assigned persons in accordance with the governors Violence Prevention Initiative and full compliance with state statutes and all divisional policies and procedures. Coordinated with law enforcement to ensure increased surveillance when the potential for harm to the public was likely based upon psychological profile, criminal history, methods of operation, and prior success rates with regard to client's prior criminal behavior.
PROGRAM COORDINATION/EXECUTION: Managed 40+ assigned convicted Violent Offenders (convicts who are between 18 30 years old with more than 13 arrests/convictions some of which must have involved firearms), through a thorough understanding their individual behavioral patterns and the relevant research deigned to encourage them to adapt to community expectations by adopting prosocial behavior patterns, used casework management techniques directed toward providing offenders and their families fundamental motivation and basic knowledge required for understanding their problems with a view toward ameliorating future criminal behavior. Visited residences and places of employment, and conducted interviews under varying circumstances to foster behavior modification and determine compliance. Made confidential investigations, conducted surveillance, and searched for absconded parolees and probationers. Recommended incarceration when appropriate.
GUIDANCE/RECOMMENDATION: Recommended action commensurate with technical and legal violation of the rules of probation or parole, including incarceration. Provided quick, concise, and valid answers to policy and procedure questions for defense and prosecution attorneys, law enforcement officers, and the Court. Clarified Division policy as subject matter expert on specific violations of probation and requested sanctions, particularly regarding Violent Offenders.
ORAL/WRITTEN COMMUNICATION: Listened attentively to requests, asked for clarification to ensure understanding, and limited answers to intelligible, complete, and concise factual replies to facilitate expeditious decision-making required in fast-paced legal arenas during hearings, sentencing, and fact-finding. Prepared complete psychological, criminal, behavioral, educational, and historical investigation reports, case records, and progress summaries. Gave court testimony in support of specific recommendations resulting from investigations and surveillance. Demonstrated ability to effectively gather, evaluate, and report factual personal information regarding clients; responded to and conducted interpersonal contact with tact, diplomacy, understanding, fairness, and solid judgment.
ACCOMPLISHMENTS:
- Demonstrated oral communication proficiency in court when a judge hearing arguments for a unrelated case asked unexpectedly for an immediate explanation of the Divisions position regarding sex offenders and Internet use monitoring. Provided an intelligible, correct, yet impromptu answer that the judge incorporated without hesitation as an integral component of the subject's probationary requirements.
Montgomery College Nursery School
08/2006 to 09/2007
Takoma Park, MD
$25,000 per year
USA
Average hours per week: 40
Lead Teacher
Supervisors Name (only if contact answer is Yes)
Supervisors Phone (only if contact answer is Yes)
Created and delivered materials for, and evaluated preschool curriculum and lesson plans for 20 pupils as part of an enhanced preparation program offering accelerated learning opportunities to young children.
PERSONNEL MANAGEMENT: Supervised 20 children between the ages of two through four years old in daily classroom and recreational learning activities. Supervised three teachers aides in their daily interaction with the children.
STATUTE/POLICY COMPLIANCE: Conducted classroom activities in accordance with all applicable state and federal mandates, the schools own policies, and the guidelines of the National Association for the Education of Young Children (NAEYC).
ASSESSMENT/EVALUATION: Performed entry, educational, and terminal evaluations. Qualitatively and quantitatively assessed program and curricula delivery and outcomes to propose improvements. Prepared periodic pupil progress reports and summaries and provided these to parents at parent-teacher conferences.
COMMUNICATION: Collaborated with administration, parents, educational specialists, colleagues, and subordinate employees to provide quality programming. Recorded assessments and reported both objective and subjective evaluations of pupils for parents and administration; reported objectively quantified and subjective exposition, both written and oral, to school administrators for record maintenance, program evaluation, and long-term planning.
ACCOMPLISHMENTS:
- Developed curricula and lesson plans commensurate with state, local, and NAEYC guidelines.
- Qualitatively and quantitatively assessed program and curricula delivery and outcomes to propose improvements.
- Ensured a clean and safe environment conducive for age appropriate education.
- Fostered an environment in which social skills and playing nicely together was modeled by all personnel for the children to emulate.
Carquest Auto Parts
05/2002 to 08/2006
Rockville, MD
$20,000 per year
USA
Average hours per week: 50
Counter Sales Professional
Supervisor: Manuel Guzman
Phone: 301-***-****
Ensured accurate retail and wholesale transactions in a fast-paced environment while providing conscientious, courteous, efficient, and timely customer service for an automotive parts store with 3K+ locations throughout North America.
MULTITASKING: Maintained steady customer telephone contact while serving walk-in clients for overall, expeditious transactions ensuring high customer satisfaction. Provided timely, accurate billing and crediting of customer accounts arising from sales; processed new and core returns, warranty returns, and exchanges; performed daily cash reconciliations.
PUBLIC RELATIONS/CUSTOMER SERVICE: Interpreted client requests, located merchandise, prepared special orders, and translated billing information. Maintained customer-friendly interaction to ensure pleasant transactions and encourage return business. Provided information, including referrals to other merchants for requests the company could not fill.
ACCOMPLISHMENTS:
- Modeled collaboration and teamwork, helping with stock and personally driving routes to reduce driver workload.
- Filled in for other counter professionals and co-workers as needed.
Montgomery College Security
09/2000 to 05/20002
Rockville, MD
$18,000 per year
USA
Average hours per week: 40
Security Guard
Supervisor: Debra Hayre
Supervisors Phone 240-***-****)
Protected property, assets, and personnel as a visible deterrent to criminals, and guarded against impending danger for a large college facility and its population.
PROGRAM MANAGEMENT: Patrolled college property to ensure the safety of students and faculty. Patrolled parking areas, issued citations for improperly parked vehicles, observed unusual and unsafe developments as crime and risk prevention. Served as first responder to health and safety emergencies. Maintained situational awareness of events and personnel on campus.
PUBLIC RELATIONS: Maintained professional image while preventing vandalism, theft, assault, and other crimes through visible presence at station and on patrol. Provided public reassurance of safety and order.
ASSESSMENT/EVALUATION: Provided vigilance against criminal activity, indications of fire, and disorder; took appropriate preventative or remedial action to prevent occurrence or escalation, and obtained expeditious resolution.
COMMUNICATION: Provided law enforcement support and served as reliable, accurate witness through oral and written reports. Maintained open phone and radio communications for reporting suspicious or dangerous activity and crimes in progress.
ACCOMPLISHMENTS:
- Earned certification in both Cardio-Pulmonary Resuscitation (CPR) and Automated External Defibrillator (AED).
PA Distributors Warehouse
06/1995 to 05/2000
Rockville, MD
$20,000 per year
USA
Average hours per week: 50
Warehouse Supervisor/Dispatcher
Supervisor: Bruce Herring
Phone: 301-***-****
Provided daily warehouse inventory analyses and reconciliations with the Triad Inventory Control System to optimize storage space and efficiency manage inventory with a high inventory turnover rate for a $12M per year business operating in the metropolitan Washington, DC area for 54 years.
PROGRAM OVERSIGHT: Examined, analyzed, and improved customer relations by efficiently supervising the timely delivery of after-market auto parts over a 200 square mile area. Hired, directed, and maintained a staff of five drivers and one stock man.
PERSONNEL MANAGEMENT: Continuously managed and coordinated the activities of a staff of five drivers and one stock man to ensure seamless and uninterrupted customer service.
ACCOMPLISHMENTS:
- Serviced more than 100 customers multiple times per day, thereby saving the company an estimated $60K per year.
- Improved on-time delivery efficiency to maintain same levels of productivity with five drivers as with seven. Reduced overhead and salaries.
EDUCATION:
University of Phoenix, Rockville Learning Center
Major: Psychology
Rockville, MD
USA
GPA: 3.5/4.0
Master of Science
Total Credits Earned: 39
2010
American InterContinental University (AIU)
Major: Criminal Justice
Buckhead, Georgia
USA
GPA: 3.8/4.0
Bachelor of Science
Total Credits Earned: 30
2006
Wheelock College
Major: Early Childhood Education
Boston, MA
USA
GPA: 3.0
Bachelors degree
Total Credits Earned: 90
1977
Wheelock College
Major: Abnormal Psychology
Boston, MA
USA
GPA: 3.0
Bachelor of Arts
Total Credits Earned: 30
1977
School Without Walls High School
Washington, DC
USA
Diploma
1973
REFERENCES:
Dr. Carol Giffen
Information Management Systems, Inc. (IMS)
Director of Clinical Research
Professional
Stephen Chaikin
State of Maryland
Assistant States Attorney
Professional
Michael Cowell
Montgomery County Police Department
Detective
Professional
James Money
Montgomery County Circuit Court
Adult Drug Court Case Manager
Professional
Ingrid Gonzalez
Maryland Parole Probation/Sex Offender Agent
Senior Agent
Professional
ADDITIONAL INFORMATION:
SECURITY CLEARANCE: Secret, held 1977-1980
PROFESSIONAL SUMMARY:
Most versatile law enforcement officer offering five years of security experience protecting life and property, three as Parole and Probation Agent working with the most violent criminals. Also excelled in professional teaching, data analyst, management, and customer service positions during a 33-year career working in demanding work environments independently or as a key contributor to group collaborations and partnerships with other agencies and interdisciplinary alliances to serve the public, ensure safety, and prevent crime. Rapidly earned wide-spread reputation among city, county and state law enforcement agencies, defense and prosecution attorneys, and judges as a competent, authoritative subject matter expert in every aspect of career assignments.
PREVIOUS EXPERIENCE:
1992 to 1995, First Grade Teacher, District of Columbia Public School System
Delivered first grade curriculum through the Guided Discovery teaching model for 24 students each year.
1985-1992, General Manager, Trident Development Inc.
Concurrently directed the daily operation of two Dunkin Donuts stores and one Baskin Robbins store, hiring, training, supervising, and enforcing applicable regulations and policy to manage a staff of 30 employees.
1977-1985, Systems Analyst, Systems Consultants, Inc.
Contracted with the U.S. Department of Defense to design, develop, implement, and maintain computerized databases for tracking delivery schedules and obligations of funds for the Aegis Weapons System as well as Frigate production for the U.S. Navy. Also contracted with the Department of Energy to design, develop, implement, and maintain computerized databases for tracking the Coal Mining and Reclamation effort in the Tennessee Valley.
COMPUTER SKILLS:
Microsoft Office: Word, Excel, PowerPoint, Access, Outlook
Criminal Justice Information Services (CJIS) database
National Crime Information Center (NCIC) database
Offender Based State Correctional Information System (OBSCIS) II
SMART software
AREAS OF EXPERTISE:
Oversight; Program Coordination; Recommendation; Case-related Interview; Prisoner/Witness Interview; Qualitative/Quantitative Analyses; Personnel Management; Decision-Making; Equipment Allocation; Dispute Resolution; Policy/Procedure Improvement/Recommendation; Press/Public Relations; Witness Assessment; Court Advisement; Interagency Collaboration/Liaison; Violence Prevention Initiative; Zero-Tolerance Paradigms; Parole; Probation; Division Policy; Law Enforcement; Oral/Written Communication; Instruction/Education; Interpersonal Skills; Briefings; Hearings; Information Gathering; Courtesy; Tact; Fact Finding/Presentation; Goal-Setting; Problem-Solving; Task Management; Scheduling/Planning.
Robbin M. Morton
1945 Lewis Avenue
Rockville, MD, 20851
Email: abpk01@r.postjobfree.com
Contact Phone: 202-***-****
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