Elaine Jacobs

**** ******** ****

Gwynn Oak, MD 21207 ad43ke@r.postjobfree.com 443-***-****

Customer Service Professional

An Effective Customer Service Representative with 25+ years of experience

Thriving and working in fast paced and performance driven environments. Highly motivated and results-driven customer service professional seeking an opportunity to bring extensive experience and superb communications skills as a team player and natural leader. Always aiming to consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming staff members and operations. Profoundly capable professional demonstrating depth of experience in Public Safety and Security, Law and Government, clerical procedures, psychology, oral comprehension and expression, problem sensitivity, deductive and inductive reasoning, social perceptiveness, active listening, monitoring, assessing, coordination, judgment, decision making, critical thinking, and complex problem solving.

Acute knowledge of the organization, exemplifying strong client service orientation, creativeness and professional approach adding strength to the management of the business. Special expertise in building productive relationships with clients and colleagues. Utilizes extensive knowledge of software and technical systems to deliver quality service to staff and clients.

CORE COMPETENCIES

• Data Analysis • Strategic Planning • Problem Solver • EMIS • Process Improvement • HR Compliance

• Operate a Switchboard Multi-line Phone • Time Management • Special Projects • Facilitation

• Oral & Written Communication • Performance Management • Training & Development

• Team Leadership • Strong People-Management Skills • Navigational Skills • Motivational Skills

• Technology Management • Project Management • Strategic Thinker • Decision Influencer

• Onboarding • Customer Satisfaction Enhancement • Consultative • Risk Management

• Front-Line Supervision • Logistic Management • Customer Service Management

• Superior Knowledge of Industry Regulations & Operational Guidelines

• Legal, Regulatory & Governance • Organizational Abilities

• Quality Assurance • Negotiation Skills

EDUCATION

●Dundalk Community College, Accounting, Dundalk, MD

●Patterson High School, Baltimore, MD

PROFESSIONAL EXPERIENCE

Department of Corrections 12/2022–Present

Office Clerk Baltimore, MD

●Record minutes of meetings and transcripts, answer telephone, distribute messages, and redirect calls to the appropriate department, maintain company files and records to ensure they remain updated.

●Manage basic bookkeeping duties, prepare and mail bills, contracts, and invoices, track inventory of office supplies and inform management about any shortages, plan and book travel arrangements and venues for company events.

●Schedule meetings and plan various department activities and calendars, operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems and personal computers.

Elaine Jacobs, Page 2

Continued, Department of Corrections, Office Clerk, 12/2022-Present

●Compute, record, and proofread data and other information, such as records or reports, maintain and update filing, inventory, mailing, and database systems, either manually or using a computer, open, sort and route incoming mail, answer correspondence, and prepare outgoing mail.

●Review files, records, and other documents to obtain information to respond to requests, inventory and order materials, supplies, and services, complete work schedules, manage calendars and arrange appointments, process and prepare documents, such as business or government forms and expense reports.

Pipeline Maintenance 09/2022-12/2022

Shop Clerk Baltimore, MD

Customer Service Representative

●Managed large amounts of incoming phone calls, handle customer complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution, kept records of customer interactions, processed customer accounts and filed documents.

●Followed communication procedures, guidelines and policies, answered and directed phone calls, organized and scheduled appointments, planned meetings and took detailed minutes.

●Wrote and distributed email, correspondence memos, letters, faxes and forms, assisted in the preparation of regularly scheduled reports, developed and maintained a filing system.

●Updated and maintained office policies and procedures, ordered office supplies and researched new deals and suppliers, maintained contact lists, submitted and reconciled expense reports, provided general support to visitors.

Department of Public Safety and Correctional Services - Retired 2010–2022

Correctional Supply Officer Jessup, MD

●Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies, screening phone calls and routing callers to the appropriate party, using computers to generate reports, transcribe minutes from meetings, create presentations, and conduct research.

●Greet and assist visitors, maintain polite and professional communication via phone, e-mail, and mail, anticipate the needs of others to ensure their seamless and positive experience, gathering raw data from pertinent individuals in each department, collating such data to facilitate its interpretation.

●Reporting on insights obtained, which might be utilized to inform business strategies, collecting and verifying timesheets, entering employee information and payroll data into the system, answering employees' questions and concerns regarding payroll, calculating payable hours, commissions, bonuses, taxes, and deductions, processing new employees promotions, and terminations.

●Issuing statements detailing earnings and deductions, investigating, and resolving payroll discrepancies, maintaining, and updating payroll records, preparing periodic payroll reports.

Department of Public Safety and Correctional Services 2006–2010

Correctional Dietary Officer Jessup, MD

●Prepared a full range of meals in large quantities according to assigned menus and time schedules, inspected and operated kitchen equipment and appliances, ensured they were used appropriately in accordance with manufacturers' recommendations.

●Assured compliance with established health, sanitation, safety rules, regulations, codes, and nutrition guidelines, made certain that foods were heated, cooled, and maintained at the appropriate temperatures.

●Maintained order and security in the kitchen area, ensured accountability of inmates and utensils, protected equipment, cutlery, food, and other items for inventory from sabotage, adulteration, or pilferage by inmates, searched inmates for contraband and kept a record of such articles found, responded to and addressed emergency situations in the food service area.

Elaine Jacobs, Page 3

Continued, DPSCS, Correctional Dietary Officer, 2006-2010

●Drove a county vehicle to make scheduled pick-ups of supplies from other agencies or institutions, received stores supplies, supervised, trained, assisted and guided crews of inmate-resident workers in preparation and service of menu components and meals for inmates-residents-staff in accordance with production sheet

instructions, recipes, safe food handling practices, Hazard Analysis Critical Control Points (HACCP)

procedures such as protecting food prepared several hours before a meal, and other guides.

●Attended State mandated certification training, monitored and documented food temperatures, other critical control information, number of meals, portions prepared and served, unused food portions, and menu substitutions.

●Supervised sanitation and regular cleaning of the kitchen facility and equipment, conducted and

documented daily sanitation inspection of the kitchen facilities, recorded refrigeration, and ensured that all waste was properly disposed of and discarded in accordance with the Department’s recycling initiatives.

Department of Public Safety and Correctional Services 1999–2006

Correctional Officer Jessup, MD

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●Maintained control of inmates while escorting individuals or groups within the prison, kept accurate head counts of inmates in the assigned security post, conducted inspections and searched inmates and inmate access and work areas for drugs, weapons, and other unauthorized materials.

●Enforced rules of conduct among inmates, prepared reports of infractions, operated manual, and electronic locking systems, subdued and restrained inmates during fights, riots and escape attempts.

●Assisted in the search for escapees, their capture and return to the institution, assisted in maintaining the custody of inmates during transport to other institutions or court appearances.

●Drove motor vehicles when transporting inmates, made outside security rounds, searched visitors for contraband, placed inmates in handcuffs, restraining belts, and leg irons.

●Attended firearms training, followed, and enforced all prison rules and regulations, conducted patrols and inspections of inmates' cells, supervised mealtimes, bathroom times, work, and recreational activities.

●Assisted with rehabilitation and counseling efforts, deescalated confrontations when they occurred, filed reports on inmate conduct, reviewed incoming and outgoing mail to and from inmates.

●Maintained the responsibility for all log entries, computer data entries, paperwork, and reports regarding inmate admissions, releases, or incidents, performed clerical duties such as computer data entry of information such as: inmate counts, incident reports, transportation, key use and location, incoming and outgoing telephone calls, inmate meals, and booking information.

●Performed general security duties to prevent suicides, escapes, disorders or fires, identified inmates who had behavioral, medical or other problems, made referrals to other agencies, supervised the occupational activities of inmates, work details, kitchen details, yard details, road crew, and community service details.

●Admitted inmates to the correctional facility, obtained fingerprints, photographs and other necessary data regarding incoming inmates, administered breath tests to all alcohol related arrests, conducted a state-wide and nation-wide computer check for warrants, attempted suicides, alerts, criminal history, and other related background information of inmates.

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