Jessica Korte

• CSR2: . Monitoring chat and live calls. Post queue, and monitor aux use. Update and publish the weekly Hub. Monitoring Metrics, update Trackers and reach out to appropriate resources for system issues. Support and provide agents with KB resources and Policy's. re-skilling. Adjust shifts change for OT, lunch and call outs. Providing TL's with updates of issues and activity's from agent.
• Fill in as POC supporting agents with KB resources and Policy's. Monitoring chat, re-skilling, and booting agents due abuse of aux use or none response, Training new hires. Adjusting shifts change for OT, lunch and call outs. Providing TL's with updates of issues and activity's from agent.
• Quickly responded to situations impacting safety and security to customers and their vehicles, Dispatching Police and Medical to control and de-escalate situations.
• Provided exceptional customer service to customers, addressing concerns promptly and professionally.
• Demonstrated strong decision-making skills in high-pressure situations
• Worked well in a team setting, providing support and guidance for agents, maintaining professionalism in all interactions.
• Supported company goals by adhering to established policies and procedures regarding safety and security measures.

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• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy,
• Handled escalated calls efficiently, finding satisfactory resolutions for customers
• Responded to customer requests for products, services, and company information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Setting Appointment for Customers

• Facilitated and monitor daily mail distribution among employees and inmates while also managing outgoing packages using appropriate shipping methods.
• Removing and stopping contraband from entering the facility
• Communicating with police and Inspectors to maintain security of facility and safe
• Handled sensitive information discreetly while maintaining confidentiality at all times during daily tasks.
• Managed incoming calls and emails, directing them to appropriate personnel for prompt responses.
• Implemented new organizational systems that improved overall workflow within the office environment.
• Performed data entry tasks efficiently, ensuring accuracy of information entered into databases or spreadsheets.

• Enhanced facility safety by conducting thorough security checks and monitoring inmate activities in a maximum prison facility .
• Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
• Reduced inmate altercations by maintaining consistent enforcement of rules and regulations.
• Supported successful emergency response efforts by participating in regular drills and training exercises.
• Prevented contraband introduction through diligent cell searches and visitor screenings.
• Conducted pat downs and strip searches of inmates and visitors to prevent contraband from entering facility.
• Maintained safety and security of staff and public by applying defensive techniques and physical restraints.
• Monitored radio transmissions between staff to respond immediately to directions and emergencies.
• Effectively interacted with staff, offenders, visitors and public to maintain security within facility.
• Reduced escape attempts, crimes and other hazardous activity through close observation and situational awareness.