Customer Service Technician
Resume:
Anne Cole
Butte, *****, Montana, US
Mobile Phone: 406-***-****
Secondary Phone: 406-***-**** ex 2497
E-mail: ***********@*****.***
OBJECTIVE
My objective is to use my skills that I have learned and trained in to make my place of employment an enjoyable and safe
place to work staying within the guidelines of the law and policy of establishment and maintaining the integrity of employer.
WORK EXPERIENCE
Driver License Technician
May 2008 - present
Department of Corrections - Montana Correctional Enterprises
Government and Military
Supervises and coordinates the MCE and State of Montana driver’s license process. Administers all aspects of the MCE
Driver’s License Program including, on-site permits, Class D original, renewals, transfers, license replacements and assists
with the information/requirements for commercial driver’s license. Evaluates eligibility of offenders for licensure and conducts
written examinations of applicants by determining the Class and Type of license they require, verifying application
information and administering and scoring the appropriate tests. Performs national driver record (NDR) research using
Department of Justice secure database to ensure there are no unresolved problems (i.e. driver is not suspended, revoked or
cancelled in another jurisdiction). Assists and advise offenders how to clear driver’s license problems. Provides resources to
obtain a certified copy of their birth certificate or other pertinent documents to meet proof of identity, age and address
requirements. Enters collected data in database to insure accurate reporting as requested by MCE management, law
enforcement and other state agencies. Supervises the inmates involved in the driving license process and operation of car
or light truck vehicle. Provide reports and information for inmate evaluation and inmate payroll. Enforces current security and
operational policies and procedures. In the event of an emergency, assists security staff with searches. Performs
background checks using the Criminal Justice Information Network (CJIN)/National Crime Information Center (NCIC)
Systems. (Background checks for Department of Corrections Human Resources, State Pre-Release Centers Assists and
incoming visitors for Tours and contract building workers. Instructs eligible inmates on procedures that include the required
personal information and documentation needed to obtain a replacement social security card through the Social Security
Administration and maintains confidential and accurate records on the number of completed inmate social security card
replacements, Montana ID cards, Driver License and birth certificates.
Crisis/Hostage Negotiation Team Member
June 2007 - present
Department of Corrections - Montana
Government and Military
This position receives a differential pay to be a team member and was an applicant/interview process. All supervisors must
agree. Which fully supports me along with my regular duties.
Crisis/Hostage Negotiation Team Member. Use of throw phones. Recording Devices. Listening skills of talking to individuals
over the phone or in person to negotiate the safety of hostages/hostage takers. Interview skills as to detecting key words if
they are about to do something to hurt themselves or someone else in the process of this to remain calm and gain
intelligence information for the situation at hand in identifying if any kind of weapons, drugs, injuries are involved. Working
with other specialty teams, local law enforcement and other staff members.
Fine Dining Server
September 2004 - present
Fairmont Hot Springs Resort
Food and Beverage Production
Fine Dining Server. Presentation of fine dining environment with professional attitude. Knowledge of menu and
establishment and customer service. Maintains the privacy and confidentiality of customers.
Use of computer, cashiering, phones and credit card machines.
Records Technician
February 2006 - May 2008
Department of Corrections
Government and Military
Initiates and maintains inmate files using electronic and hard copy equipment for information. Responsible for ensuring that
inmates are received with the appropriate legal documents. Maintains filing for inmate records. Coordinates with the
Admissions staff regarding offenders placed on jail hold, tracks placement as a DOC or MSP; assures the accuracy and
completeness of files as well as the data entry in ACIS/PROfiles insuring that the movement screens are correct. Verifies if
returning inmates are a pre-release return, TSCTC return, conditional release return, court return, ISP return,
probation/parole violator and whether or not there is a new conviction. Determine goodtime status.
Resident Manager, K9 Handler
August 1998 - April 2006
Canine Detection Services, INC Butte, MT
Management Consulting Services
Work for School Districts, Corporate Companies and Law Enforcement in handling Contraband dogs. The company holds
assemblies for all involved. The dogs search on odors in which they are trained (narcotics, firearms, alcohol). Once an alert
is made the area is inspected for contraband. If illegal contraband is located it is taken as evidence and a chain of custody is
conducted and turned over to appropriate authorities. At times an on-site test of a substance is conducted with the use of
NIK kits. Search vehicles, buildings, ships, refineries, etc. Reports and records are kept of each search. Interviews
individuals and additional follow-ups if necessary. Responsible for answering phones, type letters, memos, scheduling
assignments, performing searches. Knowledge of investigative process and responsible for the possession of evidence and
chain of custody, report writing and submitting invoices. Investigate, analyze, document and present all findings and report to
clients and at times to law enforcement. Confidentially of clients is held with the utmost respect. Ensure safety of clients to a
healthy and safe environment for them to work in.
Eligibility Specialist
October 2000 - February 2006
State of Montana Health & Human Services Helena, MT
Government and Military
Responsible for determining eligibility of adult medical assistance, social security assistance, and food stamp assistance.
This is working with approximately 270+ caseloads. This is done by interviewing and collecting documents from clients such
as vehicle registration, bank statements, employment status, housing status, birth certificates, and identification. Accessing
the internet for resources such has property values, values of bonds, value of vehicles. Obtain health insurance information
and send to Third Party Liability (THPL).Computes medical co-payments and cash options in cases for those receiving a
Medicaid/Medicare. Ensures that all cases are processed in a timely manner under federal and state guidelines.
Dispatcher/Sworn Certified Reserve Deputy
May 1993 - April 2004
Powell County Sheriff's Department Deer Lodge, MT
Security and Surveillance
Dispatch Ambulance, Peace Officers, Fire Department. Take incoming calls and messages, operating radio, Deer Lodge
Unicom (Airport), operating computer terminal (criminal histories, NCIC - National Crime Information Center, license plate
checks, warrants, sending teletype messages to other agencies), Booking female inmates when housed at the facility.
Considerable knowledge of police two-way radios and other dispatching equipment. Also as a certified Peace Officer I am
trained in all aspects of the laws in Montana. Traffic stops, disturbance calls and alarm calls. Being able to handle stressful
calls and situations. I am responsible for vehicle and assisting citizens and other law enforcement officials. I served as
Treasurer for two years for the organization. Home monitoring devices are used on offenders when ordered by the court.
Confidentially is a condition of employment
Agent (Security Officer)
March 2002 - January 2003
Guardian Security Billings, MT
Management Consulting Services
Duties included to provide for the safety and security of everyone on site including employees, clients, and guests and
property. Provide clients with the highest quality of protection and service available, while providing the employees with a
safe and controlled work environment.
Administrative Assistance
December 1998 - October 2000
State of Montana- Health & Human Services Billings, MT
Government and Military
Provide office support of 40+ employees. Answering multi-line phones. Enter and register Foster Care and Food Stamp
applications in a timely manner to ensure all state and federal regulations are met. Responsible for providing support
services as typing, correspondence and specialized material, maintaining records, manuals and inventories, receiving calls,
greeting clients and scheduling appointments, perform functions such as screening and assisting clients, and making
appropriate referrals. Maintaining confidentially in the department as to not releasing any information regarding clients who
are not on caseloads and not releasing information to public asking if a client is in office. Awareness of employee and client
safety.
Investigative Technician
July 1996 - February 1998
Department of Corrections-Investigation Bureau Deer Lodge, MT
Government and Military
Analyzed and logged inmate urine samples; processed and documented all findings from UA's received and submitted
necessary paperwork to State Crime Lab; gathered physical, verbal, and written evidence and reviewed credibility of
evidence; submitted written report of evidence gathered; maintained records to origin and chain of possession of evidence. I
monitored and documented information gathered from the inmate telephone system for possible law violations. This
consisted of following up on phone conversation and working closely with other law enforcement agency=s such as Montana
Narcotics Investigation Bureau, Drug Task Force - Great Falls, Missouri Drug Task Force - Bozeman, etc. A lot
drug/contraband interdiction started over the inmate phone system. I provided direct access to and interpreted messages
from prison CJIN/NCIC terminal; background checks, criminal history checks, drivers license checks and all aspects of the
CJIN terminal, coordinated office and clerical duties by filing information, answering telephone and taking messages,
scheduling appointments, compiling and typing reports, and transcribing dictation (interviews). Knowledge of the
investigative process, evidentiary procedure, and case law as it relates to institutional environments. Analyzed, assembled,
compiled, and presented information for the use in investigations; performed accurate and thorough work. Investigated,
analyzed, assembled and presented information for investigations. Worked under minimal supervision
Word Processing Technician
September 1991 - July 1996
Department of Corrections - Word Processing Deer Lodge, MT
Government and Military
Typed a wide variety of complex and technical letters, memos, parole reports, pre-sentence investigations, transcription of
investigative reports and interviews, psychological reports, evaluations, forms charts and data into rough draft and finished
copy. Answered phones and communicated with callers to explain routine procedures, requirements, services, and programs
of the agency. Screened incoming work assignments by reviewing, logging and determining daily priority work using
knowledge of the work unit and work source. Acting supervisor when supervisor was out of office. Worked under minimal
supervision.
Library Technician
July 1987 - September 1991
Department of Corrections - Library Deer Lodge, MT
Government and Military
Checking in and out library books, legal books to inmates and finding cases in legal books. Supervise Library (approximately
30 - 60 inmates). Research of legal cases. Bring books and magazines to Reception, Maximum Security, and Infirmary. In
contact with inmates of all custody levels on a daily basis. Ordered supplies on occasion and did inmate OJT evaluations.
Minimal Supervision.
Secretary
August 1989 - August 1990
Powell County Attorney's Office Deer Lodge, MT
Legal Services
Typed, prepared, assembled and copied documents as directed by the County Attorney. Prepared legal documents such as
warrants and complaints. I was responsible for filing, record keeping, bad check collection procedure and manage the Bad
Check Restitution Trust Account. I also prepared documents for other county offices and Powell County Commissioners.
Worked on a daily basis with the Powell County Sheriff's Department.
Ordered office supplies when needed (ribbons, paper, folders, etc.) Ward Secretary
Ward Secretary
1983- 1985
Powell County Memorial Hospital Deer Lodge, MT
Medical
Typed and assembled patient medical file, as directed by Nurses and doctors. Retrieved medical files from Records.
Transcribed doctor's medical notes in file to cards for medical staff to view for patients upcoming meds and surgeries upon
admission. Took vital signs and documented.
EDUCATION
Certification,
February 2011 - 0
Medic First Aide Deer Lodge, MT
CPR, AED, Adult First Aide- recertification - every two years
Certification,
November 2010 - 0
State of Montana Billings, MT
Department of Justice - National Crime Information Network/Criminal Justice Information Network (recertification) every two
years
Certification,
0 - May 1998
State of Montana Deer Lodge, MT
Law Enforcment Academy Basic 102
Some College Coursework Completed,
0 - January 1995
General Law Enforcement Scranton, PA
Correspondence Course in General Law Enforcement. Diploma issued.
SKILLS
Computers Intermediate
Cell Phones/pagers Intermediate
Fax Intermediate
Typing Intermediate
Inmate Charge a Phone/Computers Expert
Transcription Machine Intermediate
Multi-Phone Lines Intermediate
Investigative & Interview Intermediate
Internet Intermediate
K9 Handler Expert
CAREER HIGHLIGHTS
Member of Crisis Negotiation Team - Active, Critical Incident Team - Active
Past Committee Member of Communication Committee (2 year) term.
INTERESTS
Ride motorcycles, four wheeling and rafting. Enjoy watching Football
REFERENCES
Scott Howard, Sheriff
Sheriff Powell County Sheriff's Department
Professional
Thomas D Blaz
Emergency Preparedness Manager Department of Corrections
*****@**.***
Professional
Larry Burke
Director Vocational Education Department of Corrections - Montana Correctional Enterprises
406-***-**** 406-***-**** ext 2425
******@**.***
Professional
Training Summary
Anne Cole
Internal Training
Course Name
Crisis Negotiation Team Trng
Verbal Judo/Tactical
Communict
Crisis Negotiation Team Trng
Crisis Negotiation Team Trng
Crisis Negotiation Team Trng
Crisis Negotiation Team Trng
Crisis Negotiation Team Trng
NonViolent Crisis Intervn Refr
Crisis Negotiation Team Trng
Crisis Negotiation Team Trng
STEPS Program
Crisis Negotiation Team Trng
Motorola P25 Radio Training
Crisis Negotiation Team Trng
In Service Training - 2009
Crisis Negotiation Team Trng
OMIS Training Online
Crisis Negotiation Team Trng
CSC Phase IV
CSC Phase IV
CSC Phase IV
Crisis Negotiation Team Trng
NonViolent Crisis Intervention
Crisis Negotiation Team Trng
CSC Phase IV
In Service Training
CSC Phase IV
Crisis Negotiation Team Trng
CSC Phase IV
Sentence Road Maps
CSC Phase IV
CSC Phase IV
CSC Phase IV
CSC Phase IV
Multi Generational Work Force
CSC Phase IV
CSC Phase IV
General Prnciple Fire Extngshr
CSC Phase IV
Leading High Performance
Teams
Staff Sexual Misconduct Refrsr
PREA Overview
Employee Dress & Hygiene
Harassment
Employee Dress & Hygiene
Inappropriate Emails
Harassment
Organizational Changes
Excel
Natl Incident Management Sys
New Employee Orientation
Adult
Outlook
ACIS Inquiry
Information Technology
Manual
Housekeeping General
Workspace
Lftng Sfely Prvnting Bck Injry
Work Surface Safety
Other Professional Training
Course Name
Basic Hostage Negotiations
Hostage Negotiations for Jail
Building Bridges
Navigations
Group Crisis Intervention
Innovative Reentry Stragegies
First Aid Recertification
Contact this candidate