Customer Service Manager
Resume:
Keisha M. Langley
Clayton, NC 27527
*************@*****.***
Objective: To make the world a safer place by protecting the public in order to prevent future
criminal acts.
Capella University
Pursuing Master of Science degree in Public Safety concentration in Forensic
Science
East Carolina University Greenville, NC
Bachelor of Science Degree in Criminal Justice. December 2007.
Pitt Community College Winterville, NC
Associate of Arts Degree. May 2005.
Related Courses
Criminology; White-Collar Crime; Case Processing: The Law and Courts; Culture and Crime;
Delinquency and Juvenile Justice, Criminal Investigations and Criminal Profiling.
Skills
7 years of experience providing cu
stomer support in busy call center environments for phone service and industry employers.
Evidence Based Practice, Microsoft Office 2003, 2007 and 2010. Able to Multi-task, problem-
solving skills, excellent verbal and communication skills, excellent organizational skills,
analytical skills, OPUS, Beacon, NCIC (Division of Criminal Information).
NCAWARE. ability to exercise independent judgment, ability to work with and maintain positive
professional relationship working with clients, community leaders, law enforcement and court
officials.
Experience
Department of Public Safety April 2010-Current
Position-Probation/Parole Officer II
Contributes to public safety by providing supervision, case management and intervention services
to criminal offenders released to the community. Responsible for supervising a caseload of high
and low risk offenders. Utilized electronic monitoring systems, curfews, searches and drug
screening as interventions. Develops and implements extensive case management plans, using
principles of evidence based practice to continue the rehabilitation process and work toward
successful completion of the probation/parole supervision.
Department of Public Safety August 2008-April 2010
(Electronic House Arrest and Division of Criminal Information)
Position-Information Processing Technician
Responsibilities: Provided service and assistance to local and state agencies in the
areas of offender monitoring and criminal information. Monitored offenders around the clock
which consisted of working 12-hour shifts. Maintained constant communication 1with officers in
order to enroll new offenders on the system, update curfew schedules and respond to violation
situations. In addition to monitoring offenders sentenced to Probation or Post-Release, monitoring
services and technical assistance to county and state agencies was provided. These agencies
include: Sheriff Departments operating pre-trial release programs, County agencies operating pre-
trial release programs and the North Carolina Department of Juvenile Justice and Delinquency
Prevention.Maintained. National Criminal Information System (DCI) by processing warrants and
inputting warrants in the system, filing and updating warrants. Received Hit confirmations on
absconders throughout the United States, processed emergency warrants through teletype.
State Bureau of Investigation August 2007-Nov 2007
Internship
Learned how to conduct an investigation, interview victims and suspects. Listened to agents work
with local law enforcement to solve the crime at hand, observed crime scenes, autopsies, also
went to court to see how cases were decided upon. Listened to forensic interviews at a local child
advocacy center, also listened to cases involving child abuse and pedophiles. Attended training
courses at the SBI Academy, helped put together training material for classes taught.
Sprint August 2003-March 2005
Position-Customer Management Group Representative
Responsibilities: Answered over 80 calls per day. Completely
Responsibilities:
Focused on satisfying each customer’s need, demonstrated great customer service to our clients
while constantly establishing great teamwork skills. Sold long distance plans, cellular phones and
High Speed Internet (DSL) and local phone service and also collected payments. Accustomed to
working in fast paced environments with the ability to think quickly and successfully handle
difficult clients.Knowledge of general office practices and procedures, skill in the use of
computers especially in the areas of word processing, spreadsheets, database, excel, ability to
communicate effectively orally and in writing with staff and the general public.
City Hotel & Bistro October 2002-August 2003
Position- Front Desk Clerk
Responsibilities: Greeted customers, provided outgoing, friendly and warm personality and
accommodated them. Answered phones, performed credit card transactions and took reservations
over the phone and in person. Provided outstanding customer service skills, able to type 45 wpm.
Able to multi-task while working very efficiently and thoroughly and showed excellent
communication skills.
Convergys:
May 2001-October 2002
Position- Customer Service Rep
Handled customer inquiries, complaints, billing questions and payment extension/service
requests. Calmed angry callers, repair trust, located resources for problem resolution and design
best-option solutions. Interfaced daily with internal partners in Accounting, Field Services, New
Business, Operations and Consumer Affairs divisions.
Professional Organizations, Affiliations and Certifications
Division of Criminal Information - Certified(DCI) 2008, ECU Alumni 2007,CPR Certified
2010, Campaign Manager for Current City Council Member for the City of Washington (2000-
current) Reporter for Phi Beta Lambda at Beaufort Community College (2000-2001) Historian
for Student Government Association (2000-2001), Vice-President of Student Government
Association (2001-2002) Certificate in Computer Literacy II, Certificate for Participation in Blue
Ribbon Award, March of Dimes Coordinator (2001), System 21 Training Certificate (2002)
FBLA President (1996-1999), Active member of HOSA (1998-1999), Active Member of DECA
(1999-2000).
Volunteer Activities:
Relay for Life
A.M.E. Zion Soup Kitchen of Washington, NC
References
Dawn Dye - Department of Public Safety 919-***-**** ext 288
Mrs. Kay Clifton Department of Public Safety 919-***-****
Assistant Special Agent in Charge Cheryl McNeill of the SBI 252-***-****
Chief Probation/Parole Officer Cindy Faison 919-***-****
Contact this candidate