Jennifer Hernandez
Rancho Cordova
Summary
With a proven track record at the State of California Department of Corrections, I excel in crisis management and relationship building. Leveraging de-escalation techniques in volatile environments. My active listening and conflict resolution skills foster safer environments, ensuring safety and security enforcement while maintaining professional composure in high-pressure situations. Known for reliability and effective communication, with keen observational skills and strong sense of integrity.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2026
2026
years of professional experience
Work History
Correctional Officer
State of California Department of Corrections
11.2006 - 08.2025
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
- Participated in ongoing professional development courses focused on understanding gang dynamics within prison settings to better identify and manage potential threats.
- Cultivated positive relations with inmates, reducing tensions and promoting safer environment.
- Monitored surveillance equipment to detect and prevent unauthorized activities.
- Responded to emergency situations and de-escalated hostile confrontations.
- Prepared reports to document incidents and violations.
- Investigated and responded to incidents of inmate misconduct.
- Built solid relationships with staff and residents to keep institution safe and secure.
- Interviewed inmates to obtain information and evidence.
Licensed Dispensing Optician
LensCrafters
05.2003 - 11.2006
- Streamlined appointment scheduling processes to minimize wait times and enhance overall patient experience.
- Regularly attended continuing education seminars to stay current on industry trends and advancements in optical technology.
- Promoted eye health awareness among clients through informative conversations about preventative measures.
- Utilized industry-specific software programs for efficient management of client records and appointment scheduling.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
Manager
Cingular Wireless
2001 - 05.2003
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Sales Associate
Great Valley Mazda Isuzu
1999 - 2001
- Negotiated purchase prices and explained sales, warranty, and optional products.
- Cultivated strong relationships with clients, resulting in numerous referrals and repeat customers.
- Answered telephone and email inquiries from potential customers.
- Demonstrated exceptional product knowledge, allowing for personalized recommendations based on customer preferences and requirements.
- Greeted customers on lot and in showroom to answer questions about brand and available inventory.
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Reviewed vehicles before final delivery to validate for completed tasks such as installed add-ons and damage corrections.
- Facilitated clear communication between dealership and customers during the finalization of sales transactions, ensuring all parties were fully informed throughout the process.
- Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.
- Completed registration paperwork and sales documentation.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Developed strong rapport with customers and created positive impression of business.
Membership Consultant
California Family Fitness
1998 - 2001
- Mentored new team members by sharing knowledge and experiences, contributing to a positive work environment conducive to growth and success.
- Cultivated a welcoming atmosphere within the facility, fostering a sense of community among members that supported long-term loyalty.
- Consistently achieved or exceeded monthly sales targets by effectively communicating value propositions tailored to individual prospects'' needs during consultations.
- Provided information about restrictions and optional services.
- Assisted in coordinating special events and promotions to enhance member engagement and drive new membership sales.
- Consulted with potential clients about personal needs and budget concerns.
- Conducted tours of facility to showcase features and answer questions.
- Completed all documentation quickly to facilitate quick sign-up processes.
- Implemented effective follow-up strategies for prospective clients who expressed interest but had not yet committed to joining the club.
- Overcame objections with deep knowledge of membership benefits, scripted responses and persuasive communication skills.
- Provided exceptional customer service during all interactions with both current and prospective members, reinforcing brand reputation for excellence.
House Cleaner
English Butler Cleaning Services
1998 - 1999
- Maintained a safe working environment through proper use of cleaning products and equipment.
- Developed strong relationships with clients through consistent high-quality service and friendly interactions.
- Enhanced client satisfaction by delivering thorough and efficient cleaning services tailored to individual needs.
- Organized tasks efficiently, prioritizing workload according to client preferences and property requirements.
- Delivered customized cleaning solutions based on specific property layouts and homeowner preferences, resulting in tailored experiences that met unique needs.
- Developed rapport with long-term clients, fostering loyalty and generating referrals to new customers seeking quality housecleaning services.
- Streamlined cleaning processes for faster service, utilizing effective time management strategies.
- Collaborated with team members to complete large-scale projects within tight deadlines, ensuring top-quality results.
Sales Associate
Sportmart
1997 - 1998
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Restaurant Hostess
Smokey Mountain Pizza and Pasta
1996 - 1997
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
- Trained new hostess staff members on company policies, procedures, and best practices ensuring consistency across all shifts.
Education
No Degree - Criminal Justice
American River College
Sacramento, CAHigh School Diploma -
Foothill High School
Sacramento, CA06-1998
Skills
- De-escalation techniques
- Conflict resolution skills
- Correctional facility procedures
- Safety and security enforcement
- Stress tolerance
- Relationship building and management
- Crisis management
- Active listening
- Professional telephone demeanor
- Follow-up skills
- Paperwork processing
- Building rapport
- Exceptional customer service
Timeline
Correctional Officer
State of California Department of Corrections
11.2006 - 08.2025
Licensed Dispensing Optician
LensCrafters
05.2003 - 11.2006
Manager
Cingular Wireless
2001 - 05.2003
Sales Associate
Great Valley Mazda Isuzu
1999 - 2001
Membership Consultant
California Family Fitness
1998 - 2001
House Cleaner
English Butler Cleaning Services
1998 - 1999
Sales Associate
Sportmart
1997 - 1998
Restaurant Hostess
Smokey Mountain Pizza and Pasta
1996 - 1997
No Degree - Criminal Justice
American River College
High School Diploma -
Foothill High School
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