Bryanna Saenz
Maricopa
Summary
Dynamic professional skilled in thriving under pressure and managing complex responsibilities to achieve consistent outcomes. Strong communicator and problem-solver, adept at building trust and maintaining professionalism. Exhibits initiative, adaptability, and attention to detail in fast-paced environments, dedicated to process improvement and contributing to team and organizational success.
Overview
16
16
years of professional experience
Work History
Correctional Captain
Red Rock Correctional Center
Eloy
01.2021 - Current
- Utilized conflict resolution skills to maintain order among inmates and staff members.
- Reduced misconduct by fostering positive relationships with inmates and promptly addressing grievances.
- Coordinated emergency response efforts, ensuring effective communication during critical incidents.
- Conducted thorough investigations into incidents, ensuring comprehensive documentation and timely follow-up actions.
- Reviewed incident reports for accuracy, facilitating informed decision-making within chain of command.
- Managed daily operations, maintaining adequate staffing levels and effective resource allocation.
- Developed officer schedules to ensure shift coverage while considering individual preferences.
- Modeled professionalism and integrity, influencing subordinate staff behavior and fostering a positive work environment.
Pharmacy Support Specialist
CVS Healthcare
10.2020 - 01.2021
- Collaborated with healthcare professionals to ensure continuity and accuracy of patient medications during hospital discharges or provider transfers.
- Facilitated timely prescription refills by effectively communicating with prescribers, reducing delays in patient care.
- Safeguarded patient privacy by strictly adhering to HIPAA regulations when handling sensitive health information during daily tasks such as prescription transfers or insurance verifications.
- Delivered exceptional customer service at point-of-sale, fostering positive relationships with new and returning customers.
Customer Service Representative
Stateserv Medical
04.2020 - 10.2020
- Received and responded to inbound calls from clients regarding orders, delivery, pick-up, maintenance, and service changes to ensure efficient service delivery
- Acted as a resource for inbound calls from patients or caregivers, troubleshooting basic and routine equipment issues.
- Made outbound calls to facilities and patients to determine delivery time constraints and schedule timely deliveries or pick-ups
Coach Counselor
Canyon State Academy/ROP
09.2019 - 04.2020
- Ensured timely participation of students in all scheduled activities within facility, enhancing program engagement
- Monitored compliance with program rules and policies, contributing to a structured environment for students
- Are enforced and that the program is operated within all program requirements and regulatory guidelines
- Conducts physical count of students within the assigned living area and/or assignment and records the count on the student check sheet as required by site operations (every 5, 10, 15, etc
- Minutes)
- Engaged in required meetings to discuss operational updates
- Commits to attending all training and staff development classes to ensure sufficient hours of training on an annual basis
- Notifies the supervisor if annual training hours are deficient
Teleservices Consultant
Arizona Federal Credit Union
09.2018 - 09.2019
- Answer and process all phone transactions to promote Credit Union Services and provide members with consistent, accurate and courteous service
- Identified member needs to promote service utilization through tailored product recommendations
- Resolved member inquiries and provided support using CU online, Bill Payer, and Touch-Tone 24
- Serve as a resource to educate members about the security and functionality of Internet banking and Bill Payer
- Provided tech support, trained new employees, and managed special projects to enhance service delivery
Correctional Officer II
Arizona Department of Corrections
02.2015 - 07.2017
- Maintained an elevated level of control and security at designated posts
- Demonstrated professionalism in interactions with staff and inmates, fostering a respectful environment
- Performed my duties at my post with the utmost efficiency and attention to detail
- Facilitated training of new hires as field training officer, ensuring adherence to operational standards and procedures
- Learned to maintain a proper and concise count of our inmates and their movement as a count/movement officer
- Engaged in various training sessions to understand job responsibilities
- Enhanced public experience by utilizing customer service skills as a visitation officer
Customer Service Representative -Temporary
Multiple Temporary Contracts
05.2012 - 02.2015
- Handled high volume of incoming and outgoing calls to ensure timely customer support
- Multitasked across various media outlets, including phones and email, to respond to customer inquiries efficiently
- Facilitated communication between clients and insurance companies
- Managed equipment orders for technicians as well as assisting them with troubleshooting
- Coordinated dispatching of technicians to maintenance locations to facilitate prompt service delivery
Customer Service Representative
Champion College Services
12.2009 - 05.2012
- Made 160-200 outbound and inbound calls each day to connect with clients.
- Assist with arrangements for payments to bring account current and follow up to ensure obligation is satisfied
- Counseled clients on financial options to effectively resolve debt situations
- Adhered to company policies and procedures for delinquent accounts regarding repayment options, deferments, and forbearances.
- Supported colleagues with complex accounts, applying technical knowledge of procedures to facilitate resolution
- Organized and prioritized multiple work assignments to consistently meet deadlines and adapt to changing priorities
Education
High School Diploma -
Maricopa High School
Maricopa, AZ01-2009
Some College (No Degree) - Bachelors of Science- Criminal Justice
Southern New Hampshire University
Hooksett, NH04-2026
Skills
- Inmate supervision
- Crisis management
- De-escalation techniques
- Leadership presence
- Training and onboarding
- Organizational skills
- Excel analysis
- Microsoft Office
- Word processing
- Bilingual communication
- Reliability
- Active listening
Professionalreferences
- Erik Herrera, Sergeant, ASPC Eyman Prison, (480) 280-7964, Eremhc1990@gmail.com
- Brendt Blevins, Teacher Practice Coach, Southwest Human Development, (623) 707-5043, Papito2121@gmail.com
- Dr. Robert Hill, Dean, Student Services, Glendale Community College, (480) 371-4381, rhill@glendale.edu
Career Overview
To obtain the position in which I can integrate my professionalism and customer service experience with advancement opportunities based on quality of work and productivity. I am an active employee who contributes to the mission, vision, and values of the company. To give excellent performance, and to translate my experience, knowledge, skills and abilities into value for the organization.
Timeline
Correctional Captain
Red Rock Correctional Center
01.2021 - Current
Pharmacy Support Specialist
CVS Healthcare
10.2020 - 01.2021
Customer Service Representative
Stateserv Medical
04.2020 - 10.2020
Coach Counselor
Canyon State Academy/ROP
09.2019 - 04.2020
Teleservices Consultant
Arizona Federal Credit Union
09.2018 - 09.2019
Correctional Officer II
Arizona Department of Corrections
02.2015 - 07.2017
Customer Service Representative -Temporary
Multiple Temporary Contracts
05.2012 - 02.2015
Customer Service Representative
Champion College Services
12.2009 - 05.2012
High School Diploma -
Maricopa High School
Some College (No Degree) - Bachelors of Science- Criminal Justice
Southern New Hampshire University