SHAFEENA RAFIQ
Alice springs
Summary
Corrections professional committed to high standards and achieving results. Extensive experience in maintaining security, managing inmate behavior, and ensuring regulatory compliance. Known for strong team collaboration and adaptability in dynamic settings. Excellent communication and problem-solving skills valued by employers.
Overview
10
10
years of professional experience
Work History
Corrections Officer
Department of Corrections
02.2019 - 05.2024
- Reduced escape attempts, crimes, and other hazardous activity through close observation and situational awareness.
- Conducted pat downs and strip searches of people in our care and visitors to prevent contraband from entering facility.
- Supported mental health initiatives within the institution by working closely with psychological services personnel to identify and address the people in our care's concerns or needs.
- Enhanced facility safety by conducting thorough security checks and monitoring people in our care's activities.
- Documented prisoner identification, charges and people in our care's disturbance incidents.
- Maintained safety and security of staff by applying defensive techniques and physical restraints.
- Monitored radio transmissions between staff to respond immediately to directions and emergencies.
- Collaborated with fellow officers to maintain a secure and orderly environment within the correctional facility.
- Drove passenger vehicles and trucks to transport people in our care's to other institutions, courtrooms, hospitals, and work sites.
- Inspected condition of locks, window bars, doors and gates to prevent prisoner escapes.
- Ensured accurate record-keeping by diligently documenting incidents, medical issues, and daily activities.
- Supervised people in our care during all activities and transfers to monitor compliance and implement corrective actions.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Booked new people in our care into facility and processed old for release.
- Interviewed people in our care to obtain information and assess needs.
- Responded to emergency situations and de-escalated hostile confrontations.
- Investigated and responded to incidents of people in our care's misconduct.
- Built solid relationships with staff and residents to keep institution safe and secure.
- Coordinated with other law enforcement personnel to exchange information.
Business Customer Service Consultant
Vodafone New Zealand
04.2015 - 01.2019
- Gained knowledge of 3 different CRM systems operating within the company with 3 skill sets
- Obtained NZQA Contact Centre Level 4 Certificate
- Resolved escalated customer issues quickly to drive client retention
- Addressed billing and general accounts queries
- Provided information on new products and services
- Directed inbound calls to designated individuals or departments
- Answered multiple inbound calls per day to address customer inquiries and resolve issues
- Monitored call quality and provided feedback through Right Now
- Monitored call trends
- Managed quality communication, customer support, and product representation for each client
- Provided technical assistance when faults occur
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
- Achieved top satisfaction, retention, and referral rankings on a consistent basis
- Consulted with upset customers to determine best methods to resolve service and billing issues
Immigration Officer
Immigration New Zealand
01.2014 - 04.2015
- Provided customer service at reception
- Assisted customers with forms and fees
- Registered passports and sent AIP letters to clients and agents
- Filled documents and application forms
- Processed Biometric (UK Visa) and returned documents to clients
- Used AMS and INZ support tools
- Performed general administration duties
- Processed visas over the counter (Transfers / PRV and replacements)
Education
Certificate - Offender Management Certification L3, Corrections
NZQA
Certificate - Certificate in Business L-4 (Admin And Tech)
NZQA
Certificate - Certificate in Contact Centre L-3
NZQA
Skills
- Verbal communication
- Records management
- Relationship building and management
- De-escalation techniques
- File and record maintenance
- Policy enforcement
- Background investigations
- Contraband inspections
- Incident prevention
- Observation
- Suicide prevention
- Correctional facility procedures
- Radio communication
- Teamwork
- Behavioral analysis
- Teamwork and collaboration
- Problem-solving
- Problem-solving abilities
- Time management
- Multitasking
- Safety and security
Timeline
Corrections Officer
Department of Corrections
02.2019 - 05.2024
Business Customer Service Consultant
Vodafone New Zealand
04.2015 - 01.2019
Immigration Officer
Immigration New Zealand
01.2014 - 04.2015
Certificate - Offender Management Certification L3, Corrections
NZQA
Certificate - Certificate in Business L-4 (Admin And Tech)
NZQA
Certificate - Certificate in Contact Centre L-3
NZQA
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