Michael Ferguson
Gradfton,NSW
Summary
Proven leader with a track record of enhancing safety and compliance at Serco Global Services through inmate supervision and de-escalation techniques. Skilled in fostering team efficiency and customer satisfaction, evidenced by improved contraband detection and conflict resolution. Demonstrates first aid proficiency and exceptional observational skills, contributing to a secure and inclusive environment.
Overview
21
21
years of professional experience
Work History
Correctional Officer
Serco Global Services
2023.05 - Current
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- 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.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
- Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
- Ensured compliance with all applicable federal, state, and local laws, regulations, and policies governing correctional facilities.
- Assisted medical staff in distributing medications to inmates efficiently while securely handling sensitive materials.
- Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
Supervisor
Australia Post
2011.10 - 2023.05
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Duty Manager
Coles Supermarket
2003.10 - 2011.09
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
Education
No Degree - Correctional Practice
Asset College
Brisbane, QLD04.2024
High School Diploma -
Lismore High School
Lismore, NSW11.1998
Skills
- First Aid Training
- Emergency Response
- De-Escalation Techniques
- Conflict resolution skills
- Inmate Supervision
- Correctional facility procedures
- Policy Enforcement
- Restraint Techniques
- Inmate monitoring
- Search and seizure procedures
- Observation
Timeline
Correctional Officer
Serco Global Services
2023.05 - Current
Supervisor
Australia Post
2011.10 - 2023.05
Duty Manager
Coles Supermarket
2003.10 - 2011.09
No Degree - Correctional Practice
Asset College
High School Diploma -
Lismore High School
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