Customer Service Representative

Shabrea D. Heartfield

** ********* **** ***** ****** NY 10607

347-***-**** (C) 914-***-****(H)

*************@*****.***

Customer Service Representative with excellent communication and organizational skills. Outstanding professionalism,

judgment and discretion. Ability to work well under pressure with quality results and to prioritize and manage multiple

projects.

Work Experience

Correction Officer June 2006 May 2014

New York City Department of Corrections

Maintained daily logbooks and other official paperwork which are legal documents for Deputy Warden

Reconciled daily, monthly, yearly reports on Riker’s Island computer systems to remain in compliance for audits

Provided care, custody and control for all inmates

Ensured safety and enforcing policy

.Observe for signs of disorder or tension and report such observations to a higher authority; counsel with inmates

regarding institutional, domestic or emotional adjustment problems.

.Maintain master inmate location counts; setup and receive inmate counts and be familiar with the entire operation of the

Control Room.

Check inmate mail for possible contraband

.Maintain a periodic patrol either inside or outside the institution to ensure the security and integrity of the institution.

Customer Care Representative Operations March 2005–June 2006

Verizon Wireless

Delivered the ultimate customer experience

Ensured customer needs were met in a timely manner

Resolved customer issues quickly completely and efficiently regarding billing and service questions

Completed daily, weekly and monthly reports

Contributed to the overall health and performance of the store by the supporting daily business operations, stocking

inventory, and processing customer transactions when needed

Bank Teller Sept 2002 June 2003

The Bank of New York

Processed all cash transactions taking place in the bank

Created daily reports and submitted to the bank manager

Ensured security and safety of all bank and client assets through effective adherence of regular corporate and legal

processes

Helped customers get through tedious banking processes

Maintained reconciliation of cash

Made precise entries into the banking system

Education/ Training

John Jay College of Criminal Justice (June 2006 –

October 2006)

Correction Recruit Training Program – Certificate

Middle Village, NY

University of Maryland Eastern Shore – Biology

(Aug 2001 May 2002 and Aug 2003 May 2004)

University of Maryland Eastern Shore

Princess Anne, MD

Westchester Community College – Biology

(Aug 2002 May 2003)

Valhalla, NY

Skills

Proficient in Microsoft Word, Outlook, Excel, and Powerpoint

Interpersonal Communication Skills

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