About
I am a professional with experience spanning from June 2017 to the present, currently serving as an Inmate Grievance Coordinator at the Arkansas Department of Corrections. Over these years, I have developed expertise in handling sensitive communications and regulatory compliance within correctional and healthcare environments.
My work involves investigative case review, policy and regulatory compliance, and detailed report writing. I have used CRM systems extensively in roles such as chat agent and enrollment representative, and I am skilled in records and data management, conflict resolution, and customer and stakeholder communication across remote and hybrid work settings.
Experience
Inmate Grievance Coordinator
Apr 2025 – Present
Serve as liaison between incarcerated individuals and facility staff to ensure concerns are communicated clearly and professionally Receive, investigate, and resolve inmate grievances in accordance with institutional guidelines and legal standards Maintain detailed and confidential records of all grievance filings, responses, and outcomes Ensure all actions comply with facility policies, state regulations, and inmate rights
Investigative Case ReviewPolicy ComplianceRecords Management
Arkansas Department of Corrections- EARU
Enrollment Representative
Aug 2024 – Apr 2025
Process new enrollments, disenrollments, and member data updates in accordance with company policies and regulatory requirements Review and validate enrollment applications for accuracy, completeness, and compliance with Medicare and other health plan guidelines Maintain and update internal databases and records to ensure timely and accurate processing
Data ManagementRegulatory ComplianceCRM Systems
Humana
Account Supervisor
Nov 2022 – Aug 2024
Collaborate with healthcare providers to ensure accurate and timely resolution of customer concerns Met personal, team and company goals in customer service environment.
Handled escalated customer inquiries, payments and service requests.
Customer ServiceHealthcare CollaborationPayments Processing
Everise
Chat Agent
Aug 2020 – Nov 2022
Assist customers in troubleshooting and resolving issues with the chat platform, ensuring a positive customer experience and high customer satisfaction ratings.
Handled multiple chat conversations simultaneously while maintaining high-quality customer service standards.
Tracked customer interactions using CRM software to ensure efficient follow-up and issue resolution.
Chat PlatformCustomer SupportCRM Systems
Blackboard
Enumerator
Mar 2020 – Aug 2020
Visit assigned residential addresses to interview individuals who have not completed their questionnaires.
Confirm and update local housing unit listings and boundaries.
Input collected demographic and economic information directly into secure mobile devices.
Explain the legal purpose and importance of the census to hesitant residents
Data CollectionMobile DevicesInterviewing
United States Census Bureau
Education
Northwest Ark Community College
Associate’s Degree · Paralegal Studies
University of Ark at Little Rock
BACHELOR’s Degree · Criminal Justice
2022 – 2024
Skills
CRM SystemsCustomer CommunicationAdministrative SupportConflict ResolutionRecords ManagementReport WritingPolicy ComplianceInvestigative Case Review
Languages
English (Native or bilingual proficiency)
