Customer Service Case Manager

Tiana A. Smith

**** ********* ***. *.*.

Washington, DC 20020

202-***-**** (H)

202-***-**** (C)

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

Education:

****-*** ****(Graduated)

Bachelor of Science Degree in Criminal Justice, St. Augustine’s College, Raleigh, North Carolina

Skills:

Ability to type a minimum of 45-50 wpm

Strong analytical and organizational skills

Excellent interpersonal skills, telephone manners, and office etiquette

Drafting letters, memos and planning and scheduling

Managing calendars dates and appointment setting and arrangements

Software:

Microsoft Office Suite, (Word, Excel, Power Point, Outlook) and PeopleSoft

Professional Experience:

Reynolds & Associate- (Resident Monitor/Case Manager)

Duties were to provide safety and security to the Correctional Facility

Conduct Facility count to make sure residents were accounted for

Monitor CCV Monitors

Conducting Feeding and Medication for residents

Appearing in Superior Court with Returning Citizens for Court Cases

Meeting with Lawyers, Pre-Trial Services and other Case Mangers

Scheduling daily destinations for residents

Counseling residents and conducting Life Skills Classes

Helped with Family Reunification

Conducted random home and work-site visits to make sure residents were in compliance

United States Postal Service- (Mail Carrier)

May 2014-June 2015

Duties required great customer service skill

Casing Mail and loading mail and parcels on truck

Helping Co-workers with their route if the load was heavy

G4S Government Solutions (Special Police Officer)

May 2012- 2014

Duties were to maintain safety and security within the Bank of America Corporate Office

Conducting Access Control of those entering and exiting the Bank of America Corporate Office

Conducting random security checks of the entire building, making sure employees were safe from harm’s way

Checking all hazardous points of the building

District of Columbia Department of Corrections (Correctional Officer)

November 2008 – January 2012 Job Rank (Private)

Maintaining Safety and Security in the Metropolitan area for Residents as well of the Inmates incarcerated at the DC Jail.

Experienced in working in R&D Control (Receiving and Discharging), of inmates entering and exiting the DC jail Facility. Major function and the main core, was to keep count of the whole DC Jail Facility count, in and outside the Jail.

Securing inmates in their housing units

Patrolling to make sure that no one is being harmed or committing suicide, which consisted of conducting security checks.

The feeding of the unit was very critical and essential. Therefore, you had to properly arrange by cell numbers how many inmates there were in each cell so you could determine how many food trays needed to be disbursed.

Member of the (ERT) Emergency Response Team

File inmates records, getting inmates prepared to be transferred to our neighboring facility CCA/CTF Jail. Also forwarding completed and signed documents to the Records Office.

Worked strongly with DC Marshalls upon the return of inmates to and from Court.

Have worked very effectively in the Command Center with Supervisors and Superiors Officers with daily functions. For example the Delivery of mail to each housing unit, making announcements throughout the facility, access to all major data bases

Has maintained a steady flow of the Visiting Halls, handling visitations for Lawyers, Investigators as well as the family and friends of the inmates.

Experience with the Visitors Control Module, a central core in the DC jail knowing and becoming

Familiarizing with Visitors as well as previous inmates and knowing whom it is that should be able to enter the facility.

Worked closely with the Transportation unit. Job duties consisted of transporting male and female inmates from DC Jail and CCA/CTF to District and Superior Courts.

The Smith’s Day Care Center (Teachers Assistant)

June 1998- 2001

Provided a variety of developmentally appropriate materials and activities for children, responded to parent/guardian comments and concerns with sensitivity and respect.

Assisted in the arrangement of space into clearly defined and organized activity areas.

Followed all safety and health regulations while supervising children. Demonstrated an awareness of the entire class whether working in a small group or with an individual.

Kept the environment and equipment safe and clean, participated actively with the teaching team through communication, collaboration and curriculum planning, knowledgeable of ages and stages of development for all children under my care.

Interacted effectively and respectfully with all children.

Other Relevant Professional Experience:

(July 2007-May 2008) Ticket Agent, Greyhound Bus Company, Washington D.C., (December 2005-October 2006) Direct Support Professional, Hearts and Homes For You, Silver Springs, Maryland. (January 2005-May 2005) Cashier, Family Dollar Store, Raleigh, NC., (March 2005-Novemberr 2006) Direct Support Professional A Small Miracle, Cary NC, (June 2001-August 2004) United Cerebral Palsy Association, Washington, DC.

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